Salesforce

Salesforce Essentials


4 / 5
175 reviews

Who Uses This Software?

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


Average Ratings

175 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
    Yes
  • 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

  • Salesforce
  • www.salesforce.com/solutions/essentials-enter-email/
  • Founded 2009
  • United States

About Salesforce Essentials

Free up your teams with automation and productivity features, keep track of service KPIs with intuitive reports and dashboards, and craft the perfect experience for your customers! Salesforce Essentials is designed for SMBs and offers in-product learning and guided setup flows, so you can get up and running within just a few hours. With Essentials you can offer support over Email, Phone, Social, and Web as well as deploy and customize branded self service support sites with just a few clicks.


Salesforce Essentials Features

  • Calendar/Reminder System
  • Document Storage
  • Email Marketing
  • Internal Chat Integration
  • Lead Scoring
  • Marketing Automation Integration
  • Mobile Access
  • Quotes/Proposals
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management

Vendor has not completed this information.

Vendor has not completed this information.


Salesforce Essentials Reviews Recently Reviewed!


One of most popular help desk solutions is Desk.com

Nov 10, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations - Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons: Desk.com's new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Great for Support

Feb 05, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: We use desk.com for all support interactions. It was priceless for the support team to be able to route support requests to support members, and keep track of all interactions for each client to spot issues with our support team, or issues with the client being too much of a drain on our support resources. The statistics are neat too. We had some healthy competition with some of the support stats (how many emails, calls taken, etc.) Being able to see how many positive rated interactions was the ultimate statistic to have. Their API is essential to integrating notes and other issues into 3rd party solutions.

Cons: This had a learning curve. They were also going through completely switching the UI at the time, so having a beta was nice, but some features were only available in the classic interface. The new one is much better and pleasing to the eyes.

Overall: I found this software very useful to our support team. It also integrated well with the regular Salesforce.

I use desk.com as the frontline customer service software to create and manage tickets.

Nov 11, 2017
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money

Pros: Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help.

Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.

Cons: Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration.

The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.

Great for simple helpdesk cases but not intended to be feature rich or robust.

Feb 27, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.

Cons: Sold as having great integration with Salesforce, but the integration is extremely difficult to setup and not all fields are integrated. Everyone needs to have a Salesforce license to be able to use the desk tool properly and that gets very expensive. DO NOT try to use the tool as a task manger or PM supplement as it does not work well for these functions. There is also no place to store Client level notes in the tool itself so if someone was backing you up, there would be no place for them to reference client preferences or standard operating procedures for a specific client from Desk itself.

Overall: It's allowed us to have a basic helpdesk tool that integrates with Salesforce.

Salesforce IQ is a great add on to Salesforce

Mar 07, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Creating leads and contacts in Salesforce is a breeze with this tool. I love that I can instantly add a customer and log their email in Salesforce. I love the ability to add meeting invites or email templates to an email with a couple of clicks. Salesforce IQ has saved me hours of data entry into Salesforce. I don't know what I would do without this tool now that I have used it for close to two years.

Cons: In the last few months something changed in the way that it pulls the data when you go to add a contact. The previous version use to pull all of the information automatically and now I have to manually add a lot of the information. It is still quicker than adding new contacts into Salesforce but it does require a few more steps. I also wish there was more insight into who opened an email or web link when you include multiple people on an email.

Short learning curve, good basic service

Aug 18, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros: The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns. The program also integrates with LiveChat, however, the execution is cumbersome.

Cons: When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information. Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful. I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.

Salesforce

Feb 12, 2019
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Salesforce allows my animals hospital to have better communication between staff and volunteers

Cons: Search engine key words is not always able to direct to correct patient

Overall: Our hospital is better able to communicate . We are able to provide better care for all of out patients because everyone has access to same data base . So if a volunteer noticed a patient sneezing the doctor can easily see that and be flagged to check on a patient. Before a volunteer may not be able to notify staff and go through correct channels. It could mean that nobody medical ever new that yeh patient sneezed because it was just too difficult to get information across, but now all volunteers know they can put a message in Salesforce and it will be taken care of.

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: 2.0/10 Not
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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

Capterra loader

This is a great tool for organizing your sales funnel.

Mar 20, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Time management and organization are the top reasons to use this software. Being able to include information on new prospects and clients is very helpful and it's easy to add to do items. The sales funnel process is user friendly and easy for other employees to view.

Cons: It can be hard to create clear expectations between management and employees on what information or processes should be done. With so many options of where to save information it can look like information is missing if you don't look in the right place. Processes should be put in place by each organization to clarify how to use the software.

Great Experience - just put took off one star for the work that needs to be done

Dec 19, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I loved the fact that they worked on the integrations and being able to make things to the mainstream. I was able to quickly show other workers how to use this product and quickly incorporate it into our business. This is a lot easier than our last software.

Cons: Running the reports is something we would all have a bit of trouble to do, there would be little things here and there that prevented our productivity. There are also some filters or basic features that should be fine-tuned a bit more but nothing too bad.

Overall: I was able to save time in the company I work for. The software was easy to use and easy to implement into daily activities.

Gets the job done, feels 2nd rate.

Jan 10, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Desk has been getting things done for us. We've got teams, we can pass tickets easily, tags help to connect disparate tickets.

Cons: The search/filtering is broken (and has been for as long as I've used the software), it works at about 98% accuracy. You can't really rely on a search of 'all tickets assigned to X' to find every ticket, or "all resolved tickets in X department", and etc. Frustrating when reporting or setting up custom views and such. Similar in frustration created, is the limitations around what fields you can search/sort by. It's always a pet-peeve of mine to see software limit these things.

SALESFORCE TOPS ON REPORTING

Feb 22, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Sales reporting feature is the most I like. IT easy to use drag and drop feature to customize, the reports and filters features and setting the date range options are the feature that makes it the top feature.

Cons: help to solve any abnormality in the data. The feature shows only the problem and does not give any suggestive pointers to correct that.

Overall: Happy with what we use the product is used for. One of the Best

I have been using desk.com for over 5 years now, it has been simply flawless and very easy to setup

Jul 11, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.

Cons: Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow

Overall: Easy to use/setup CRM tool for the team, we have customised the tool as per our product requirements, the ability to use mass action & less pricing as well.

It has the functionality, but no bells and whistles

May 07, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Can handle large amounts of incoming, outgoing emails. Easy to train new employees on it. Has a lot of customization. Good Customer service.

Cons: Very difficult to set up and figure out the rules. Does not have newer features such as smileys and GIFs. The chat box that many other companies have is clunky and not well designed. Has not had updates, because its being take over and migrated to Salesforce.

Capterra loader

We love SalesforceIQ! Perfectly integrated and easy for my team to use.

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This software is awesome. It takes the stress out of constantly updating your CRM by making it seamless and integrated with our email. It captures a lot automatically, giving my team more time to close deals. We love the customizable pipeline features as well. Great software overall.

Cons: I have hard time thinking of cons for this software. It was so easy for my team to implement. It is expensive I guess, that'd be the only con.

Overall: So many. Ease of use, trackable for sales cycle, many more.

Capterra loader

Desk.com makes our job a lot easier and it's CS team is really helpful when needed. Desk.com rocks!

Dec 12, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is very user friendly. My team mates and I can navigate through our system with no complications.

Cons: Not getting a pop-up message (notifications) w/o an additional feature is probably what I like least about Desk.com.

Overall: We got to have our email's interaction (with our customers) well organized. We can get through our data to send monthly reports with no problems.

Salesforce is a platform where you can see requests

Nov 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This app is very convenient. you can easily access this through mobile app. you can respond to clients request and support them with their issues using this platform

Cons: Sometimes when using this app in mobile phones, it crashes way too often, and also sometimes im having problems in recognizing url.

Reliable support software

Dec 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: We've been using this for years and I can say that it really helped build better relation with our clients. This platform gives us better way to give support and suffice their needs.

Cons: When I access this on my phone, it gets crashed. I experienced it only thrice. But now it runs smoothly

Keep your customers happy with Desk.com

May 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Collect, track and manage all your support tickets in one spot. Our company uses Desk.com for our customer support tickets. It keeps us organized and on-top of our customers needs.

Cons: There is nothing that I do not like about desk.com. The software meets all of our customer support needs.

It is easy to use and quick to understand

May 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like how it makes finding information around different users and files easy, also it has helped me organize my work better

Cons: it has too much updates and it changes how it looks, this way, once it updates it is hard to understand how to use it

Overall: It has helped me find users and assist customers

A good choice for a CRM system

Jan 02, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Desk.com has a user friendly layout along with a number of features to assist in managing customer contact.

Cons: The requirement to create a customer for every communication being sent can be tedious and search functions could be expanded to include individual emails.

Easy to Use

Jan 28, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: This software is very intuitive and all around easy to use. It's especially great to keep the whole sales team on the same page.

Cons: There are just a few quirks, like double posting, and lack of administrative functions. Customer service can be a little tricky...

salesforce in health sciences

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: most comprehensive crm out there pretty much has solution for any business problem easy to scale and develop

Cons: learning curve expensive licensing need some sophostication in customization license per user and has some limits of what u csn do overall

I have used DESK daily to submit support tickets to our support team as a Project Manager.

Dec 13, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: It is easy to use DESK and submit tickets and track and search for your submitted tickets to see the status of those tickets.

Cons: It is easy to search but I do believe there could be additional ways to search more easily and produce more accurate results.

Great Collaboration with Salesforce

Mar 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use since I am a long time Salesforce user. I've never needed to use support, but easy access is definitely there.

Cons: I honestly have not found any cons. However, I maybe at a huge advantage because I have used salesforce for many years.

Support for Users

Sep 07, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This is an easy to use, simple solution for a helpdesk software. The prices can be minimal if you choose the basic package.

Cons: For the price it obviously doesn't have many of the bells and whistles that much larger entities might need.

Desk.com has had a very positive effect for our Customer Service

Nov 28, 2014
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The Software is easy to use and very intuitive. It improves the performance of our Customer Service Agents and is rich in features with the ability to customize it to our needs. The Desk.com staff are professional, and respond to support cases quickly. There is a sense of fun behind each interaction that we have with their employees.

Cons: There are a few areas of the software that could do with the improvement. The areas that are important to us are resolution SLAs and the ability to subtract the time a case has been in the customer's hands. This is not easy to implement, but with the help from the technical resources, we are nearing a solution for this. Also, we have a number of customers that share cases. This is not easy to handle from the portal, because the company admins for a company have read only access so they are not able to add their own comments and they cannot view/download case attachments.

Recommendations to other buyers: When evaluating this product, ask for trailing additional features such as Advanced themes. If you purchase this product, then invest some time in the Portal Web Site design, use a Web Developer where possible. Think about the use of articles and macros and also plan on what rules are required.

Capterra loader

Great helpdesk and customer communication option

Mar 13, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Way better option for customer support than just a basic email account. Really nice options for setting up a support site

Cons: Really poor live chat option. No customer website traffic integration. This ultimately caused our move to Intercom

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...

Currently left in the Dust

Aug 08, 2017
2/5
Overall

1 / 5
Ease of Use

2 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money

Pros: multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.

Cons: SMS had to be integrated with an outside provider. slow, lacking features or any promise of a roadmap, reporting inaccurate. downtime and maintenance (both scheduled and responsive) very frequent - basically daily. since "next gen agent" was released 2+ years ago, this product has never improved. account manager never even bothered to elude to changing anything. as our contract was coming to an end, we asked, "why should we stay with desk?" and the response we got was verbatim, "great question...[30 seconds of silence]". salesforce stopped investing money into this product long ago, and subsequently, even the smallest crm companies these days are lightyears ahead in terms of functionality and reliability.

Overall: our support center agents were able to respond to emails and log call notes.

Salesforce Essentials Great Tool

Mar 31, 2019
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This makes the teams more functional and your group can follow up on leads and identify what contacts are a sure sell. I love the way you can customize it and it automates every things so great from emails to calls its great.

Cons: Runs a little slow at times. Sometimes freezes.

Overall: This eliminated the need for spreadsheets and works great for a medium team!

A Comprehensive Solution

Feb 02, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Desk.com offered us a comprehensive solution to customer satisfaction issues that we did not even know that we had. Their platform is intuitive and very easy to navigate whether you are computer literate or not. We saw a noticeable increase in positive client feedback after the first month of using Desk and we have seen nothing but success since. I would definitely recommend this product to any small business struggling with client retention, client satisfaction, or experiencing a disconnect between staff and your customers.

Cons: Customer support on their own end could be considerably improved. I have had to contact them about the same technical issues at least three to four times before I hear back, usually via email, from an experienced tech who actually understands and can solve the issues that I am having.

Poor Sales, Poor Support

Aug 10, 2012
1/5
Overall

Comments: I called Desk.com twice during business hours to inquire about maybe using it for our business. Twice I got an answering machine - not even a nice one, just something akin to "nobody's here, leave a message". With nobody to answer my questions, I tried to do it myself by downloading the demo. Because it required me to enter my email address, a rep emailed me a canned form letter the next day asking if I could find the time NEXT WEEK to talk to him. I recognized the form letter from when I had signed up for a demo with Salesforce previously. I tell the rep that I had concerns about the support given they couldn't even take the time to answer the phone to SELL me the product let alone support it after I'd bought it. To his credit at least when I replied to him with my concerns about the lack of sales effort by Desk, he did send a personalized email in response. After multiple canned form emails came from Desk, announcing my demo would be discontinued before I'd even had a chance to activate it, my rep followed up with an automated form email of his own (also recognized from previous interaction), which I found irritating given that I'd made clear that this kind of do-nothing automated support was not what we were looking for. After I replied to the rep calling him on his form email, he lied and said it wasn't automated (remember I'd received the exact email from another rep previously, there was no mistaking it), and then gave me a callous comment that when "I was serious about customer service" I should contact him. If Desk.com can't even be bothered to pick up the phone, or have a human answer the emails, and then if they have to be bothered, they insult the customers, how can I trust them for my customer service? Should I treat my customers like that too? Certainly I have no faith in Desk support if I were to buy the product, and I'm sorry you have to at least make an effort if you want our business. There are too many good choices out there.

Pros: I didn't experience any.

Cons: Automated sales and support, no phone number to call to ask questions that gets answered, inattentive reps that send form letters, offensive customer service when you are lucky enough to get any.

Very helpful and friendly software, the interaction between customer and the company is great.

Dec 20, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The way it use the the replies to the customers it's amazing, it is clear and the actions are correct. You have your inbox when you have the interaction with the client.

Overall: When you have an interaction with the Client you receive an email, that help you a lot because your answer to the client at the same time they sent you the message

Excellent for Customer Service

Dec 20, 2017
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: We use Desk in our customer service department and it is great for having many users in the same inbox at once. It pulls in our emails from several different accounts and even chat transcripts and facebook messages so we have everything in one place. Very happy!

Cons: Resolving many emails at once can be slow and every once in a while forwarding doesn't work, but these are usually quickly resolved!

Amazingly robust product. However, need to have significant technological knowhow to implement fully

Mar 14, 2018
5/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money

Pros: Amazingly robust product. Can do almost anything we could imagine. The best program I have found for managing sales.

Cons: However, not the most intuitive system. Need professional technological know-how to implement properly.

Capterra loader

It's fine, no bells and whistles

Apr 24, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that it's a way for the whole office to stay on the same page. I appreciate the fact that it can integrate all of the email addresses that we use. Especially helpful when working remote.

Cons: After using other software systems from SalesForce this one was a let down. The price didn't seem that much more appealing for the awesome features it leaves out.

Is It Possible to Love a CRM? Desk might just be the one.

Nov 28, 2014
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I don't know about you, but at my company, support is the heart of our product. Before Desk, though, we were juggling Outlook emails, duplicating responses, and it was all too easy for something to slip through the cracks. Now, we're saving time, money, and building customer loyalty thanks to Desk's intuitive processes. Need awesome case management tools, API integration, and an easy to use UI interface to help you manage your team? Desk makes it a breeze!

Cons: Brief service outages (perhaps, simply due to updates?) are really the only show-stopper, but I love that when these infrequent glitches happen, the Desk team makes it easy to tell that they're (1) working on a solution and (2) doing it quick!

Recommendations to other buyers: Check out the free trial, watch the videos on blogs and stop by their support forums for a thorough overview of Desk's great feature set. Ultimately, when our team compared Desk to the competition, we couldn't beat the fit, function, and scalability.

User friendly and great for organizing

Dec 20, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Super user friendly platform and easy to navigate. It keeps everything organized and makes it easy to track historical information. I like that any member of your team can pick up where you left off, it prevents from having to transfer all of your work and alleviates anything from falling through the cracks.

Cons: I wish you could customize the dashboard and add or delete fields that you may need or not need. I would also like to be able to sort the fields so it would make searching easier.

Starter Plan is Worth Every Penny and More

Jul 11, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Even with all of the restrictions of the Starter Plan I was still able to configure everything to work great for our needs.

Overall: Instead of separate email inboxes for our three customer service agents, all incoming mail goes here and can be worked on by all. Perfect for when an employee is out and someone is covering for them.

Such an awesome Customer Success Platform

Jul 06, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Desk.com is dead simple to use. It was particularly easy to get up and running on the platform. Tens of thousands of words in hundreds of articles on dozens of topics. Integrating our Facebook and Twitter streams, setting up the support center with our custom design ethic, setting up the backend case management rules. Etc etc. It was a lot of work, but Desk.com made managing the switchover to their system a tolerable thing. They are very thoughtful about onboarding, which is refreshing.

Cons: Like Salesforce itself, the Desk system can be a bit needlessly complex.

Recommendations to other buyers: Pay attention to multi-language support. There is a lot of variance from vendor to vendor on how well they support this for you.

Awesome support, good app!

Sep 18, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: I have used desk.com for a while but I was unaware there was a mobile app. I like this app, primarily because of its flexibility dealing with the helpdesk. The interface is very simple, so there is no learning curve I've noticed. It also features push notifications so that you can quickly respond to any incoming ticket. Then her face, like I said is simple, which also can present its problems. I wish you had more advanced features. Though, I must give it credit: it can sort by tags, and much much more than other competitor apps in customer support.

Pros: The app has a sleek design, it is easy to use, and there is no learning curve. The push notifications immediately provide an update to you that an incoming ticket needs a reply. The assignment and tagging features are integrated and work nicely.

Cons: The app seems a bit too simple. I wish it had more administrative side features. The app sometimes double posts if you hit submit too many times.

Service Cloud Review

May 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: This app is so easy to use and customer support is awesome. Training is quick and easy too. The customization is a plus!

Cons: There are quite a few steps to take when finding the information we might need, which makes it a bit inconvient.

Easy to use lacking features

Aug 30, 2018
2/5
Overall

5 / 5
Ease of Use

1 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Comments: we are making the switch over to zen desk. as alot of the features are built right into there base setup. we are hoping it will streamline our return process immensley. raising up production

Pros: easy to use different modes phone logs so that you can manually log phone calls marcos for easy emails transactions

Cons: no intergration options unless you are in the pro plan tech support is lacking support this cost more than most softwares premium plan even after you have been with them over 2 years

Everything you need to get started

Nov 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Pretty much all the software you need to get started with your business.

Cons: After you exceed the user limit, all the features will cost a lot.

Integrations Galore

Mar 24, 2018
3/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Open API that allows you to connect to other tools that you're using to run your business. We have our tool connected to SalesForce, Talkdesk, Google Docs, etc.

Cons: The platform has gone down a few times, leaving us to figure out how to communicate with our customers. The UI/UX isn't the best.

Overall: Good starter tool, but lacking a user experience that makes you "want" to use it.

Capterra loader

SalesForce Essentials - The answer for startup CRM

Nov 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: -Out of the box it's ready to go

-Intuitive interface

-Ability to customize and add modules as needed

-Collaboration for transparency on deal flow and pipeline as well as activities

Cons: There's nothing in particular I dislike about Salesforce Essentials

Overall: We're a young technology and management consulting company and have used Salesforce and been a systems integrator at other firms. This was the perfect solution (and cost effective) for us to immediately begin tracking and tackling our pipeline and contacts to stay on track with everyting.

Shoes of Prey loves Assistly (Now Desk.com)

May 07, 2011
5/5
Overall

Comments: Assistly is a very powerful and effective customer service tool. It makes it easy to manage customer service within your business. Based on our experience we would highly recommend Assistly to other businesses. Further detail follow and we've written a more complete review of how we use Assistly here: http://www.22michaels.com/2011/05/assistly-customer-service-tool.html

Pros: Moving to Assistly after managing our customer support using Google Apps is like moving from a horse and buggy to a rocket ship. Assistly is powerful, scalable, flexible and best of all their own customer service is incredible.

Cons: Assistly is still a relatively new product, so there are some features we'd love to have that aren't built out yet. That said, the Assistly team have been incredibly responsive to our feature requests and the product continues to be built out quickly

We had ours customized at my former employer as per needs and found it to be very easy to use!

Apr 10, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Made it easier to follow up on leads, track customer interaction and set meetings with clients. Provided a great overview of each customer/client.

Cons: As with all software that requires documentation, it's the actual entering recaps of conversations with customers and meetings that is always the 'chore'. Most salespeople find this to be the challenge.

Overall: It kept me on track when the company I worked for integrated it in the sales process. Helped me to stay focused and organized with call backs and meetings I had set up previously.

Salesforce Essentials

Nov 14, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Excellent product for research industry. We used for inventory for device. Super easy to have everything done in few minutes. I would highly recommend this product.

Cons: There are some time it showed some technical problems.

Overall: Excellent experience I would highly recommend this product.