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Lots of customization ability but that can make it hard for initial set-up
July 02, 2022

Lots of customization ability but that can make it hard for initial set-up

Lilli Gordon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Desk.com

We use Desk.com to engage with our customers, provide them with self-help resources, and track and create notes related to our interactions with them. The system makes it easy to see what others are doing. Salesforce has become the centerpiece of our sales, customer service, and operations activities. The key benefit is having everything in one place to understand customers and track their history with our company.
  • A lot of customization abilities
  • Easy to use
  • Connects with our other Salesforce activities
  • There should be a open-source training to get you started.
  • It can be bare-bones originally so it takes time to customize.
  • Not great support services.
  • Links to Salesforce which our AM and Sales team uses regularly
  • Helps resolve cases faster
  • Can easily manage SLAs
Desk connects directly with Salesforce with many other teams in the business use. This tool did take longer to set up because of all the customization possibilities. There is a good amount of customization that needs to be completed in order to make it function correctly and create an efficient experience for your team.

Do you think Desk.com (discontinued) delivers good value for the price?

Yes

Are you happy with Desk.com (discontinued)'s feature set?

Yes

Did Desk.com (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Desk.com (discontinued) go as expected?

I wasn't involved with the implementation phase

Would you buy Desk.com (discontinued) again?

Yes

Intercom, Vitally, Front
It is great to be able to customize the fields according to your organization's needs, but this takes a lot of time to set up initially. It is helpful to integrate cases with related accounts, contacts, and opportunities. The cases can be easily escalated to the right queue, and the list view makes it easy to disperse the workload for teams.

Desk.com Support

Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.

Using Desk.com

Once it is fully set up with all of the unique and necessary customizations for your organization, it becomes easier to use, but before that, it is not very user-friendly and there are not a lot of training resources available. You likely need a Salesforce admin for initial set-up who is experienced with customization.