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Reliable software help 'desk' tool that is effective but it comes at a cost
July 01, 2022

Reliable software help 'desk' tool that is effective but it comes at a cost

Guhan Dhandapani | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Desk.com

Desk.com is an easy-to-use cloud-integrated customer help-desk tool that pretty much covers all the basic options that one requires. It is used to log the tickets through any medium and gives a holistic view of communicating to the customer right from the inception of the ticket to its closure.
  • Ease of Use
  • Integration across platforms
  • Multi-lingual support
  • Customizability according to the requirement
  • Pricing plan
  • Reporting features
  • Reliable service
  • Quick query resolution
  • Comparatively costly

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

Not sure

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?

Yes

Would you buy Desk.com (discontinued) again?

No

As it's cloud-integrated and supports multiple platforms and across devices (although, the mobile version is not stable), the accessibility to view and respond is seamless. But there are no major improvements coming from the application with regards to the statistics, dashboard, and reporting features. It is very well-suited to cover the basic functionalities that are required.

Desk.com (discontinued) Feature Ratings

Incident and problem management
Not Rated
Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
Not Rated
Customer portal
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Desk.com Support

The support team is prompt in resolving the queries and it's auto-tagging feature provides an edge. It's easy tracking feature saves pretty much of time and seamless in integrating with multiple platforms. The option to execute macros for simultaneous actions is a very useful feature where it reduces manual work and improves the efficiency of the process.

Using Desk.com

It is a reliable tool which is extremely easy to use, has good customer support and a large base of user community. There seems to be no major problems or outages and it performs as expected. More customizations and intuitive reporting functionalities would be expected as they are lagging a bit.