Desk.com - it does the job
Updated September 30, 2015
Desk.com - it does the job
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Desk.com
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
Using Desk.com
Client support
Technical services
Account managers
Technical services
Account managers
Desk.com Implementation
- Implemented in-house
Desk.com Support
| Pros | Cons |
|---|---|
Problems get solved Immediate help available Support cares about my success Quick Initial Response | Slow Resolution Poor followup Not kept informed Escalation required Need to explain problems multiple times |