If you want to increase efficiency, Desk is your product.
Anonymous | TrustRadius Reviewer
Updated April 08, 2015

If you want to increase efficiency, Desk is your product.

Score 9 out of 10
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Overall Satisfaction with Desk.com

Desk is currently being used by two teams within our organization (partnership and support). It helps us to keep all of our cases in one place, and has increased our efficiency immensely.

Desk also makes it easy to assign cases between teams. Since our cases are not mutually exclusive, this is very important to us. Additionally, it gives us the freedom through the Help Center and Help Center form to assign rules/labels based on the type of case and be way more efficient in resolving cases.
  • 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?"
  • Extreme increase in employee efficiency through macros, rules, filters, etc.
  • Customer satisfaction ratings for each case.
1) How many teams want to use Desk?

We currently use Desk between two teams, and at one time we had three. It was stretching Desk VERY thin in terms of rules, filters, and organization. If you have multiple teams that have their own separate ideas for how they want Desk to run, you may be better off getting more than one Desk account.