Desk.com Provides the Perfect Solution for a Growing Company's Needs
DeeDee Saladino | TrustRadius Reviewer
Updated April 08, 2015

Desk.com Provides the Perfect Solution for a Growing Company's Needs

Score 10 out of 10
Vetted Review
Verified User
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Overall Satisfaction with Desk.com

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.
Desk.com is the perfect solution for any business looking for a way to be more organized and better able to track problems and inquiries, both internally and externally. If you have multiple people in a group working with the same customer base and need a way to ensure all information is kept in one spot and can be easily accessed by others, without duplicating or contradicting responses, Desk.com will work well for you.

Using Desk.com

We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products.

Desk.com Implementation