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Desk.com has been widely used by organizations to effectively handle customer support, IT, and accounting departments. Users have found …
Overview
What is Desk.com (discontinued)?
Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
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Pricing
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What is Desk.com (discontinued)?
Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttp://www.desk.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Salesforce Service Cloud?
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…
Product Demos
Desk.com Demo: The All-in-one Customer Support System
YouTube
See How One Kings Lane Grows Retail Sales with Desk.com
YouTube
Desk to Service Cloud Migration Tool with Product Demo
YouTube
Exports - Order Desk Demo Series 10 of 12
YouTube
Desk.com demo
YouTube
Live Desk.com Overview: Power up your customer support
YouTube
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Desk.com (discontinued)?
Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
Desk.com (discontinued) Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: Salesforce Integration
Desk.com (discontinued) Screenshots
Desk.com (discontinued) Video
Desk.com helps you make customers happy. The out-of-the-box customer support app has everything fast-growing companies need to provide awesome customer service and grow their businesses faster than ever.
Desk.com (discontinued) Integrations
Desk.com (discontinued) Competitors
Desk.com (discontinued) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Mobile Web |
Frequently Asked Questions
Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
Verint Messaging, Freshdesk, and HappyFox Help Desk are common alternatives for Desk.com (discontinued).
Reviewers rate Usability highest, with a score of 8.3.
The most common users of Desk.com (discontinued) are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(81)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Desk.com has been widely used by organizations to effectively handle customer support, IT, and accounting departments. Users have found value in its ability to log tickets and facilitate seamless communication with customers. Its integration with Salesforce CRM has been particularly praised, as it provides a comprehensive view of customers and increases agent productivity. The built-in customer satisfaction tool and CMS knowledgebase have allowed users to track customer health, monitor agent performance, and provide self-help resources. Additionally, Desk.com serves as a centralized universal inbox for all customer interactions, promoting transparency, workflow management, and increased productivity. It has also proven valuable in streamlining systems, increasing efficiency, and acting as a better alternative to outdated ticketing systems. Moreover, it has been utilized by international education companies to manage various aspects of student situations, while facilities and clearinghouses have relied on it for efficient ticket generation and status updates. Desk.com has served as a primary means of communication with customers for many companies, enabling the allocation and prioritization of tickets among service teams.
Intuitive User Interface: Users have consistently praised Desk.com's intuitive user interface, with multiple reviewers stating that it is highly intuitive and easy to use. The user-friendly nature of the interface, which resembles a normal email platform, facilitates quick adoption and ease of use. This has helped users navigate the software effortlessly and perform tasks efficiently.
Flexible Customization Options: Many users appreciate Desk.com's customization capabilities, with several reviewers mentioning that they value the ability to tailor the software to their specific business requirements. The software allows for easy customization, including setting up email templates, macros, and information sites specific to each user's needs. This flexibility not only enables users to adapt the software as their business evolves but also easily integrate it with other platforms.
Efficient Case Handling: Reviewers frequently highlight Desk.com's efficient case handling capabilities as a key advantage of the software. They find features such as responding to emails, adding notes, and filtering cases based on custom parameters helpful in streamlining their customer support operations. By being able to add notes and filter cases based on specific parameters, users are able to enhance productivity and ensure effective communication and collaboration within their support team.
Limited customization options: Users have expressed frustration with the limited customization options in Desk.com, finding it difficult to tailor the software to their specific needs. Several users have mentioned that this limitation hinders their ability to create a personalized support experience for their customers.
Lacking reporting and search capabilities: Several users have found the reporting and search capabilities in Desk.com to be lacking, making it challenging to analyze data and find information efficiently. Some users have mentioned that they struggle to generate insightful reports or quickly locate specific customer records or tickets due to these limitations.
Difficulties in modifying existing data: Users have reported difficulties in modifying existing data in Desk.com, hindering their ability to make necessary changes to customer records or tickets. Some users have mentioned that this limitation affects their workflow and makes it harder for them to provide accurate and up-to-date information to customers.
Attribute Ratings
Reviews
(1-25 of 38)Companies can't remove reviews or game the system. Here's why
July 18, 2022
Plug and play!!
- Automating redundant tasks
- Increased productivity
- Personalised service
- More chatbot features need to be added.
- Inbuilt templates for Customer support for closing issues.
- More number of plug and play applications.
- update student information and daily circumstances
- communicate about participants globally
- organize course information and professors
- It would be nice if Desk.com could be more intuitive
- It would be nice to find tutorials easily and keep them brief
July 12, 2022
Choose Desk.com today
- Save cases (tickets) for future reference
- The merging of cases (tickets)
- Desk.com helps with customer self service
- Attachments sent in email are not loaded clearly
- Nothing else so far, everything else is okay
- Sass
- Immediate response
- Ease of use
- Combine programs
- Stop making businesses pay for help
- Increase communication and response time to help tickets
July 06, 2022
Very good tool for Customer support agents - A must have solution to grow your business
- handling customer enquiries
- customer data
- user interface
- user interface is good but sometimes it slow down
- integration should be an easy process rather than so many steps
July 05, 2022
A not so good CRM Support software.
- It is quite intuitive for logging.
- It has great UI and is very easy to use.
- New users can be added to the system without much training and practice.
- Very few customization features.
- Absence or search tool and reporting tool.
- Existing data cannot be modified much.
July 03, 2022
Very helpful tool
- Self-service knowledge base
- Case routing
- customer satisfaction surveys
- Macros, labels and custom fields report
- SSO for administrators and agents
- Multilingual customer support
- Salesforces Integrations
- Collaboration funcionality
- User Interface
July 03, 2022
Desk.com - Gives you a great "big picture"
- Categorization
- Prioritization
- Easy to recognize status
- Screen are sometimes hard to navigate
July 02, 2022
Desk.com Save Yourself a Headache and Just Sign Up
- Chat services with customers
- Email filtering
- Alerting customers that a user was available to chat or not
- Email communication channel when live chat agents were not available
- Their licensing was kind of hard to get a handle of if you needed to change you had to go through a salesperson.
- Their filtering to get rid of emails that were not about the chats was something that had to be done at the admin level
- The log in did not sync with AD but this may have changed.
July 02, 2022
Pretty good for big companies.
- Customizability
- Reporting
- Integrations to Jira.
- Customer solutioning.
- Supporting with best practices.
- Consolidating responses as one ticket (email integration).
July 02, 2022
Increase both customer and agent satisfaction with a solution that integrates seamlessly with your Salesforce CRM.
- Support our customers on any channel at scale.
- Personalize our customer support experience.
- Automate redundant admin tasks to boost overall efficiency.
- Configure workflows and customize consoles effectively.
- Email support capabilities can definitely be expanded.
- Enhanced organization and prioritization of support and service tickets.
- Quickly identifying errors when a ticket is triggered and being able to triage effectively.
July 02, 2022
Simple and easy to use!
- It's easy to use.
- It's easy to train new teammates on.
- It's great to be able to view activity among many different products/services for all of our teams together.
- The interface could be a bit more modern.
- I don't think it would be the best product to use for bigger enterprise businesses.
- It is often times slow and glitchy (Salesforce in general is also just slow and glitchy sometimes).
- It's not great if you're trying to work on many cases at once.
- A lot of customization abilities
- Easy to use
- Connects with our other Salesforce activities
- There should be a open-source training to get you started.
- It can be bare-bones originally so it takes time to customize.
- Not great support services.
July 02, 2022
Desk provides all you need in one place
- NPR
- Ticket assignment and timing
- Reply to customer needs
- Easier integration with Shopify
- Easier integration with HubSpot
July 02, 2022
so easy to use love it
- Hold
- Not crash
- Survey
- Refreshing
- Multiple calls
- Queue
July 02, 2022
Nearly Perfect Helpdesk
- Organization
- Reporting
- Filtering the dashboard
- Multitasking within the site
- I wish the main dashboard homepage had a better interface.
- Easier transition between embedded tasks.
- I wish all of the information in the incidents were searchable.
July 01, 2022
Desk.com is a good solution for big enterprises but not that convenient for small companies
- Information security and compliance
- Features and configuration options
- Fairly priced
- The interface can be slow in some computers
- It may need training and some work to get started
- Ease of Use
- Integration across platforms
- Multi-lingual support
- Customizability according to the requirement
- Pricing plan
- Reporting features
February 14, 2018
Using Desk.com at a startup
- Organize support tickets
- Receive forms from webpage
- User interface
- Desk.com automatically tracks analytics on all cases coming in and going out.
- Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
- Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
- It has a little bit of lag sometimes, especially when we're working on a lot of cases at once. It could be smoother in that aspect.
March 23, 2017
Spend the extra money and get ZenDesk (if you can!)
- Case filtering based on custom parameters (labels, assignments, time rules) is easy to set up and manage
- Basic case handling (responding to emails, adding notes)
- Customized / branded outbound email templates
- Knoweldgebase tools included in the price of the software
- Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
- Arbitrary and confusing limitations in business rules and custom fields
- Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
- Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
- Reporting tools are clunky, slow, and just all-around pretty useless
September 30, 2015
Desk.com - it does the job
Score 9 out of 10
Vetted Review
Verified User
- Extremely easy to adopt
- Easy to scale
- New analytics dashboard is missing some basic functionalities and I don't see it as an upgrade compared to the old one
- Their own support team does not shine
- Salesforce integration needs some polishing
May 12, 2015
Indispensible.
Score 10 out of 10
Vetted Review
Verified User
- Organization: Simple and clear.
- Support document creation and updating.
- Efficiency systems that save thousands of man hours.
- Greater support for multi-language operation.
- More built in features, instead of the sheer reliance on plug-ins.
- Easier color coding.
Score 9 out of 10
Vetted Review
Verified User
- Help Center. Desk has worked endlessly with us to perfect our Help Center. They are dedicated and willing to work in order to make your product right.
- Customization. Though we exceeded the rule limitation for Desk, they have still allowed us to take their product and make it our own. We have our own labeling, and priority system which help us hit important SLAs.
- User education. Whenever there is a new feature released, I feel like I'm in the know about it which is extremely important when we've been requesting certain features for a long period of time. Their communication is on point.
- Business Insights. Not quite there yet with the analytics, but they have made leaps and bounds when it comes to this area so I can't really complain.
- Hitting limitations. We have maxed out Desk in a few things (filters, rules, etc.). However, with this being said, they worked tirelessly with us to find workarounds.
- Admin powers. That page needs a facelift for sure. It's hard to navigate and I find myself constantly saying, "where is X again?"
- Desk.com makes tracking customer inquiries easy. A ticket is created for each customer email by linking to our main customer support email address, and we can create tickets manually for logging phone calls. This allows us to have more than one person keeping track of all inquiries, and we can ensure that everyone in our customer support group is fully aware of all inquiries that particular customer has made, since all are tracked under the customer.
- Desk.com allows us to put metrics around our customer inquires and IT problems by allowing each ticket to be categorized by subjects of our choosing. This way, we are able to track items of importance to our group, running reports on the different labels used for our tickets, and giving us an overall view of what is being inquired about most, allowing us to see any problems or major concerns in real time.
- Desk.com provides much flexibility for our needs as a company, allowing us to tailor the software for our everyday use. We are able to set up our own email templates, macros, and information site, as well as labels that are more specific to the work we do.
- I would like to be able to have more ability for customizing the Desk.com agent dashboard for my own particular ease of use, such as hiding columns/rows and more sorting capabilities.
- I would like to have the ability to add more than one signature for my emails, with capabilities similar to Outlook email software.
- Perhaps having more status options for tickets would be helpful as well, besides just open, pending, and resolved.