TrustRadius Insights
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.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Pricing
N/A
Unavailable
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
Would you like us to let the vendor know that you want pricing?
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
Compare with
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
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
September 30, 2015
Desk.com - it does the job
Score 9 out of 10
Vetted Review
Verified User
We started using Desk in our technical support team but we are now expanding it to account manager team. It's a pretty straightforward product and for agents it's extremely easy to adopt. It does need some polishing, especially with the Salesforce integration part. I am also not amazed with the new analytics dashboard but all the flaws are minor. In general, we are satisfied with the product and are looking forward on bringing more people to Desk.com
- 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
- As previously mentioned, it's easy to scale which helped us a lot
- Salesforce integration is a pro as our sales team is using it
Client support
Technical services
Account managers
- Implemented in-house
No
Yes
Transnetyx is using Desk.com across a majority of our organization, including customer service, IT, and accounting departments. Specifically, it was implemented to be used both internally as an IT-employee tool to better track computer and website issues as well as a customer support tool to better track customer inquiries and problems.
- 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.
- I believe Desk.com has contributed to increasing our customer satisfaction by allowing a quicker and more thorough response, especially when employees are out of the office and are not as familiar with a case.
- Desk.com has made our IT support much more efficient, having IT problems visible to other departments and holding the department accountable for quick responses.
- Desk.com has made all customer support more efficient by having all of the case notes in one easy to find package.
- Implemented in-house
Score 10 out of 10
Vetted Review
Verified User
- Desk.com is powerful. ===> They have a robust feature set with lots of customization options.
- Desk.com is beautiful. ===> I'm consistently blown away by how fun and intuitive the User Interface is.
- Desk.com is fun. ===> The "achievements" feature makes working on cases kinda fun. Crazy, I know!
- Desk.com is affordable. ===> I LOVE this part about Desk.com. I still can't believe how damn inexpensive they are, ESPECIALLY when compared to other solutions...ones that aren't even half as robust as Desk!
- There are so many features and options for customization that Desk.com can be a bit overwhelming at first. This fades quickly, though. In my case, it was helped by the "gameified" setup process. I earned "bonus" Flex Hours for each setup task I completed. Silly as it sounds, that actually made me WANT to push through every corner of the setup process, just to get all the Hours! Very cool.
- Support communication is organized beautifully in one place. This saves time, and time = money for us.
- Support processes are made more efficient by the Desk.com workflow. Again, a nice time saver.
- We look more professional to our clients and partners, which strengthens our brand.
3
We're a small shop, so everyone gets involved with client communication at some point.
1
I'm the go-to guy for support on this.
- Track customer support cases and interactions.
- Helps manage social media channels.
- Private knowledge base for clients and partners.
In 2011, I recommended and implemented Zendesk for a client during a long-term contract. I used the product for almost a year during this engagement.
- Kayako
- Interesting, but really clunky and unstable at the time.
- Cerberus Help Desk
- Oh man, I really like the Cerberus guys. I had done a Cerb implementation way back in the early days at Web.com, so I knew the product well. Unfortunately, their SaaS version at the time was sort of limited. Let me repeat, though: the Cerberus team is really great, and they do have a wonderful product.
- Salesforce
- I'm a huge fan of Salesforce, but it was FAR too expensive (and WAY overkill) for what I needed at the time.
- Zendesk
- Not so much "short listed" as "will never, ever, ever give these people money again" listed.
- Their pricing was awesome.
- Their product was gorgeous.
- Their APIs and customizations were extensive.
- Their UI just made sense, and it worked all the time. This was a huge departure from Zendesk.
- Implemented in-house
I did the implementation myself.
- Self-taught
Super easy to learn. I've implemented help desks from several different vendors, and ramping-up Desk.com was definitely smoother than most. The gameified setup tasks were something I really liked. I wish more companies would do things this way.
We started with a pretty vanilla install, with the exception of some customized templates. I've since integrated Desk with our Salesforce CRM, and that went relatively well.
No
We've never needed premium support.
- Salesforce CRM
- No new integrations planned in the near future.
I've been around Enterprise Software long enough to know that determining price is a "gouge first, negotiate later" sort of process.
Let's be honest, though. The pricing of Desk.com is extremely reasonable. If you're a small business with 1 to 5 full-time agents, it's going to be hard to get a better deal.
If you're bringing more than 5 full-time agents to table, I say it's worth it to push a little to see what kind of breaks you can get.
If you are pushing for a better deal, please do not stop at "discounts" for paying a year's worth of service up front. The vendor is getting more out of that deal than you are! If you're going to push for discounts, you should push for REAL discounts.
Let's be honest, though. The pricing of Desk.com is extremely reasonable. If you're a small business with 1 to 5 full-time agents, it's going to be hard to get a better deal.
If you're bringing more than 5 full-time agents to table, I say it's worth it to push a little to see what kind of breaks you can get.
If you are pushing for a better deal, please do not stop at "discounts" for paying a year's worth of service up front. The vendor is getting more out of that deal than you are! If you're going to push for discounts, you should push for REAL discounts.