Who Uses This Software?

Desk.com is the all-in-one customer service app for small businesses and fast-growing companies.


Average Ratings

110 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Desk.com
  • www.desk.com/
  • Founded 2009
  • United States

About This Software

Provide online customer support across all channels with Desk.com, the all-in-one customer support software for fast growing companies. Desk.com collects and organizes all of your customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives your business simple tools to effectively respond to your customers. Take control of your customer support! Request a demo with one of our experts to learn more or sign up for a Free trial to get started.


Features Checklist

  • Call Center Management
  • Campaign Management
  • Contact Management
  • Customer Support
  • Document Management
  • Email Marketing
  • Interaction Tracking
  • Landing Pages / Web Forms
  • Lead Management
  • Lead Scoring
  • List Management
  • Marketing Automation
  • Product Catalog
  • Project Management
  • Quotes / Proposals
  • Referral Tracking
  • Survey Management
  • Territory Management

Product Reviews

Great software for communication management

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This software helps users build great support and customer content. Accumulates conversations into one productive list. Great product!

Cons: They still have a long way to go with mobile development. Not as responsive as the legacy project.

Desk Review

Dec 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is needed when your company is getting too busy and cannot keep up with your self. Truly enjoy this program for my business.

Desk.com review

Dec 13, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Desk.com is awesome! Very helpful for customer service specialists to have one spot to see all requests coming in from clients.

By far the easiest to use but lacking features

Dec 08, 2016
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use.

Cons: Light on features.

Overall: Desk is not feature packed but it is very simple to use and intuitive. I guess that is excellent if you have modest needs.

Recommendations to other buyers: Get running quickly.

Do Not Assume Anything

Dec 05, 2016
2/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simple UI
Simple workflow building and management

Cons: Extremely limited in its capabilities
Desk Support reps are not thorough when reading emails
ETA's on fixes/patches pushed back for months

Overall: The best advice that I can give to a company considering purchasing Salesforce's Desk.com is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not.

Examples:
List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page
Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time
Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables

Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes. Desk Connect can and has been turned off by Desk.com for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected.

If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

Recommendations to other buyers: Document everything and do not rely on Desk Connect for any business processes

great product

Oct 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is a fantastic tool. It integrates perfectly with salesforce lighting. I would recommend to anyone.

great product

Oct 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is a fantastic tool. It integrates perfectly with salesforce lighting. I would recommend to anyone.

Kathy has review this

Oct 07, 2016
5/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Comments: Great software. user friendly and easy to use. Highly recommended for anyone in the industry. Thank you.

Great Product could use more functionality

Oct 07, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Working through the cases is easier with this product, but I wish it would have more functionality. I would recommend using it again.

Central location for daily salesforce activity

Oct 07, 2016
4/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money

Comments: One central spot wher eyou can access all your salesforce data, services, plugins, websites, and interfaces. Helps protect your data and eliminate IT issues by moving to a common shared area. Training is easy, and sales departments everywhere are already familiar with the platform, meaning that ramping up new employees are easy.

Overall quality is good

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Comments: Overall quality is good. Had nice customer care support .
Easyily accessible and very good support from the help desk people

salesforce

Oct 06, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: good for easy and a high speed searching and it gives a better features on updating the data the functionality and giving a customer support data base.

Great product to use

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: nice & easy to use. Customers are happy that prod is nice.Good to know that I need to use integration

Working on platform

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: The application is a good for speed and quick decisions and thus we can make the decisions so spped and accurate.

go go salesforce

Oct 06, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: it just works . gives me what i need when I need it. not anything special though. what else do I say?
this is just a quick review and I don't want to say any more right now

Awesome service

Oct 06, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: satisfactory help from the salesforce help desk at dreamforce today. They have great customer service.

Est Test3091006

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Very good for keeping tabs on prospect
S; reasonably easy to use. There are certain automation features I'd like to s
We in future.

good work.

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Salesforce is good work..it is putting all features together...good work. salesforcw is fantastic ...

Review number 1of 10

Oct 06, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I liked it a lot actually. It was really easy to use. The code quality was awesome and the staff was super helpful. I think I'm getting the value for my money using this product.

Review number 1

Oct 06, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I liked it a lot actually. It was really easy to use. The code quality was awesome and
I liked it a lot actually. It was really easy to use. The code quality was awesome and
I liked it a lot actually. It was really easy to use. The code quality was awesome and

Senior Director

Oct 06, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Comments: looking for data integration. Also see how salesforce cloud works. Need to know about the integration with salesforce cloud. How to use any trip planning. Can we have all these in one place. So far I found separate software for all these. Good to have a place where I can tell my requirements and come to know the one solution.

Desk.com experience

Oct 06, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Desk.com is an app that is relatively to use. It has many handy features that are supporting users.

sAska loves SALESFORCE IN SOUTH AUSTRALIA

Oct 06, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: COMMUNICATION NON-STOP TO ALL MY EMPLOYEES-ANSWERS FOR ANY LAYMEN TO UNDERSTAND.THANK YOU for all your amazing work. i can only say that selling Sparkling drinks worldwide is a task and you have absolutely sold me to this formidable task..

Good to Tryout

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Comments: Desk.com is good tool to help agents stay organized. Everything they need in one place. Integrates with Salesforce and easy to use.

Lots of features but

Oct 05, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: There are lots of features, but for a user like me, I work at an enterprise company. Simplicity is best.

Nice product, quite and inncovative product. easy interface, confiurabele and providesgood option fo

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I have not used it thorouhly my self but the over all feedback is that the tool is awesome and has its unique configurable option . salesforce as a platform is the most amam

Nice product, quite and inncovative product. easy interface, confiurabele and providesgood option fo

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I have not used it thorouhly my self but the over all feedback is that the tool is awesome and has its unique configurable option . salesforce as a platform is the most amam

Great value with desk.com

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Great software easy to use. Basically looks like a universal inbox with lots of other productivity tools

Director of R&D

Oct 05, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: 14 yr medical device testing and verification

Director of R&D

Oct 05, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: 14 yr medical device testing and verification

Cool tool

Oct 05, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Very cool tool but lot of room to improve its funtionalities

Excellent!!

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy to use, great functionality. As a new user, I found this was very user friendly and easy to navigate and learn quickly!

Excellent!!

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy to use, great functionality. As a new user, I found this was very user friendly and easy to navigate and learn quickly!

Excellent!!

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy to use, great functionality. As a new user, I found this was very user friendly and easy to navigate and learn quickly!

Cool product and easy to use

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: it has been easy to use. we can capture all the cases and segregate it. It can be handy to integrate too

Does the job but not very well

Oct 05, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: It is alright and allows us to get all customer service needs but the reporting, stability and more in depth technical needs are not great.

Fair out of the box product - cutomization required

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Comments: Good user functionality. Easy to use and learn. User knowledge is transferable to multiple industtries. out of the box solution is limited.

Sales Force

Oct 04, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money

Comments: this is a very goog sistem because we are increse our performance whith all of this apllication thas this CRM have

Sales Force

Oct 04, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Is the best CRM that I use because the productvity , our enterprise increse since you use Salesfoce.

Sales Force

Oct 04, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Is the best CRM that I use because the productvity , our enterprise increse since you use Salesfoce.

SALESFORCE

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We used salesforce in our company for the sales products of our company. And we make an integrations with other softwares

dreamforce16

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: good quality for the money. Assists account managers with general questions and support. Clients are satisfied with the customer support they receive because we utilize this software.

its average

Oct 04, 2016
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Comments: wasn't great as expected. Couldn't meet the basic requirements .Would have been much better.

Cool but reportin could be better

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I love the interface but wish I can scale my reports more and get more data on tickets opened/closed.

mangesh chimankar

Oct 04, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: This product is awesome, easy to use. We use it in most of our solution . Desk.com really help provide easy solution to our users

dropping after a year

Oct 04, 2016
2/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: We migrated from Zendesk based on positive feedback we saw. It was OK. The ease-of-use is there, but the support is horrific and the speed/repsonsiveness of the site is extremely bad. We have other solutions that are web-based that operate without issues, so we determined it wasn't a networking issue.

The cost is definitely out of range for the functionality you get. We needed to contract out to get some custom integration done with other systems and to get a full feature set. Support was not helpful at all in this aspect after we signed the contract. Before signing the contract things were great, but they pretty much abandon you afterwards.

There were few places that were not extremely over-priced to get things done. Finding companies that we were willing to work with that knew Desk.com was difficult. We finally were able to get a unified solution created at a reasonable price by leveraging our in-house development staff who we originally did not want to bother with it.

All-in-all it works OK, but it's definitely not the best solution and we may end up switching after nearly a year of use due to lack of any ROI. Too many issues and bad support.

desk.com Review

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Comments: Learned about desk.com capability today during Sales executive briefing and was thrilled to note that company information and company information and company hierarchy can be pulled from Desk.com and integrated with Account object

Desk.com is GREAT!

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I started using this tool as a ticketing system. Have found zero issues thusfar, with incredible ease of use!

Desk.com is GREAT!

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I started using this tool as a ticketing system. Have found zero issues thusfar, with incredible ease of use!

Not great, unless you're super tight with Salesforce

Apr 18, 2016
3/5
Overall
2 / 5
Ease of Use
4 / 5
Customer Support

Comments: We'd migrated from Zendesk, which is a system I will never ever have complaints about again after using Desk.

As for some of the things I couldn't deal with:

#1, and most egregious limitation: Only one agent can be working on a ticket at a time, and there's no way to kick out that other agent. Someone opens a ticket, then goes to lunch? Guess that customer isn't getting a response for the next hour. Just hope it doesn't happen over the weekend, which it totally did! This was a deal-breaker.

#2: Sessions were weird. You could be logged in to one session at a time, so if you went from home to work, you'd have to log in again. Not a huge problem given the browser can remember your password, but that "Remember Me" checkbox on their login page is a placebo at best.

#3: The "rules" system for routing tickets.
Tasks that should have been simple (like routing emails after hours) are left up to these weirdly complicated "Rules," including "Time Rules."

#4: Two agent interfaces. One old, one half-baked. We were sold on the "Next Gen Agent" interface since it looked and felt more like Zendesk, but it was messy. It felt contrived, like the product of deadlines and misapplied research. The Classic interface worked much better, though it was certainly showing its age.

But there were things I really liked:

#1: Chat! The chat system was really nice, everything came in as a ticket and it was very intuitive. The chat system in Desk was definitely better than Zendesk's weird implementation of Zopim.

#2: The ability to forward tickets out to an external address. This is probably because Desk operates a bit more like an inbox.

#3: The support and help articles. This product would have way fewer stars if not for its Support team. They were always patient and helpful, even when my frustration started showing about their product. They come off as the kind of people who enjoy what they do. Additionally, the documentation was generally well-maintained.

Overall, I wouldn't recommend Desk before any other platform I've used (including Zendesk, OTRS, and Tender...except, maybe Tender) unless you're starting totally fresh and also expect to have tight Salesforce integration. The people really make the product, which is good 'cause they have a lot to make up for...

A Great Solution!

Nov 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are an SMB company that needed a real case management system as our customer success team grew. The setup itself was fast and smooth, and we were up and running quickly. It's proven a much better home for our case management and support center content than Salesforce cases and WordPress. As our team expands, we've been able to smoothly teach our new members how to respond to case, perform triage, and use the macros. It's a wonderful system that is intuitive to learn and teach.

Powerful tools for delighting your customers

Nov 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've used Desk.com for over 4 years now, and the most powerful features revolve around the relationship with your customer. Being able to build and develop a rich relationship with the people you interact with is critical for exceptional support, and Desk makes it as easy as possible. Customer information, Company information (if you do B2B), and especially Customer History.

I can easily see previous interactions with the customer, and tie in critical information through integrations with our internal CRM and also with platforms like Salesforce. The integrations are powerful, allowing us to utilize multiple external services all fueling the Desk.com platform.

Lastly, the Business Insights keeps you tied into how your support team and customers are doing. Building reports couldn't be easier, so you have no excuse to be in the dark anymore!

From Onboarding to training our reps I was the desk.com master at The FruitGuys

Nov 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros - ease of use - look feel colors - set up easy - training easy.

Cons - Embedding pics and graphics has been a challenge although desk.com CS team is always there to help.

Great help desk software for the whole team

Nov 15, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We love Desk at GoSquared because of its easy-to-use interface, and affordable pricing for a small team. Flex agents enable everyone on the team to contribute to customer service without us paying a fortune. The integrated Knowledge Base and Macros help us be a very productive team and save us tons of time. Highly recommend Desk for small businesses looking to up their game in customer service.

It works for our business model

Nov 13, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We foster an all-company support model so we love the ability to use flex agents and we need detailed reports which Desk provides so it fits our two major requirements. Additionally our Sales Team utilizes Salesforce and our Marketing Team uses Pardot so we really love that the three programs and three Teams can easily work together and share projects, goals and successes. One feature we wish Desk had was the option to export an Excel list of macros.

Great customer service for a customer service software

Nov 13, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've been a customer of desk.com over 2 companies now and for straight-up end user support, it's a great product. If there is a growth potential and/or the sales team is already using Salesforce, it's a no brainer to sign up for desk.com.