- it does the job
Updated September 30, 2015 - it does the job

Vuk Lau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with

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
  • 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 is mature support platform without any major flaws. It's easy to setup and easy to scale so anyone can use it, from small startup to large companies. I don't see any particular issues with


Client support
Technical services
Account managers Implementation Support

For simple questions, their support is extremely responsive but for some more complicated topics it can drag for days. Also I reported bugs a couple of times and they told me it would be updated but that never happened. Also they are not reassigning tickets for agents that are on holiday so if you are unlucky you will need to wait for your agent to return from his vacation to get the assistance.
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