Salesforce

Salesforce Essentials


4 / 5
167 reviews

Who Uses This Software?

Offer support over Email, Phone, Social, and Web. Deploy and customize branded self service support sites with clicks not code. Free up support teams with automation. Get up and running today.


Average Ratings

167 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $25.00/month/user
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Salesforce
  • www.salesforce.com/solutions/essentials/
  • Founded 1999
  • 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

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

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.

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.

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.

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.

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.

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
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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.

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!

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.

My experience with Desk

Oct 23, 2014
4/5
Overall

3.5 / 5
Ease of Use

2.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: I like its organizational ability and the ability to customize reports.

Cons: The ability of its email form to work with MS Outlook is limited. This has been a big pain for us. Desk can send a copy of an email to Outlook, but we have to edit it heavily in order to respond to it. A second thing I don't like is that Desk is not customizable enough for us. For example, when I check the box next to a case, only four fields display for bulk editing: status, priority, group, and agent. I need more fields than that. I need to be able to choose them. My company would benefit from much more customizability.

Recommendations to other buyers: Determine what your priorities are. For example, how important is organization to you? Reporting? Customizability?

Time and Productivity Saver.

Nov 19, 2014
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Overall, the product is very polished visually and works pretty well. The vendor is backed by Salesforce, so they are able to leverage the large nature of the company for different trends and make sure they are staying current.

Cons: Overall, their stability seems to have problems at the worst times. There have been several outages regarding email and reporting over the past months. Some are shorter outages; others span several hours. The Salesforce integration is finally working better but is still not perfect for allowing data to sync easily both ways.

Recommendations to other buyers: I would recommend that you check out this product and others. Look at their status/trust pages to look for patterns for outages.

Desk was challenging to use on a number of fronts

Aug 30, 2017
2/5
Overall

3 / 5
Ease of Use

2 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: It was intuitive to use when working on tickets and responding to customers. The reporting interface was easy when to create and run reports.

Cons: The reporting was barely functional and often times would time out when loading. There were countless days that I needed to run a report and was unable to.

Overall: It was a good CRM a few years ago, but never received the attention it needed from the Desk product team.

Assistly (Now Desk.com) is Incredible

May 11, 2011
5/5
Overall

Comments: We recently moved to Assistly from Salesforce and couldn't be any happier with the application. Assistly does everything well, but I have 3 favorites: 1. The agent (where you work cases) is intuitive, responsive, fast, and easy to use. It makes churning though customer requests as enjoyable an experience as possible. There are also a ton of advanced features (respond to many at once, canned responses, macros) that we're just now getting in the habit of using. Incredibly efficient. 2. Assistly allows you to customize EVERYTHING from email templates to business rules. Our support portal looks great, our emails look great, and our business rules keep everything humming along. 3. The Assistly team is very responsive and helpful. All my questions have been answered quickly and thoroughly. It's certainly refreshing to find from a young company. Kyle

SFDC Desk help

Feb 19, 2015
5/5
Overall

3.5 / 5
Ease of Use

5 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It really helped our customers with solving their problems and one location for people to go to.

Cons: You need to hire a staff just to support this platform and focus in depending on the level of support for your product.

Recommendations to other buyers: It's really a nice to have, but not a necessary item to me. Think about if you can aggregate this info somewhere else.

Highly recommended, easy to implement, exceptional followup!

Sep 16, 2014
4/5
Overall

3.5 / 5
Ease of Use

4 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The product was easy to set up. We went from multiple Gmail addresses to a single Helpdesk hub in less than 24 hours. When questions arose, a phone call and resolution were accomplished within minutes. Creating macros for automated responses is as simple as selecting options and writing a paragraph.

Cons: Some of the features are buried under headings that may not make a lot of sense.

Recommendations to other buyers: Be clear about what your bottom line product looks like and follow your vision. The Desk.com personnel seem to be experts in delivering what each individual desires. If you find after implementation that it doesn't work the way you want it to, they're willing to work with you until it fits!

Helps you focus on your customers

Oct 20, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Desk.com helps you focus on your customers and organize your contacts with them in a central location.

Cons: For me, the interface is a bit clunky, it feels like it could be improved and doesn't feel intuitive. Our facebook, Instagram, twitter, blog etc are seperated and assigned to different team members, and the learning curve is steeper than I would have liked.

Ok for keeping track of customers

Apr 19, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: It makes for a very easy way to keep track of your customers information. Everything, including what items they order or what project you are doing for them all in one place.

Cons: There are too many steps involved to keep track of everything. Finding the information you need takes a few minutes, instead of being right at your finger tips.

Russ' Desk.com Review

Jan 15, 2015
5/5
Overall

4 / 5
Ease of Use

4.5 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to add a level of transparency to client interactions among our client support team. It's easy to add articles and easy to add/use macros for commonly asked questions. Filtering emails to reps is fairly easy.

Cons: I wish you could customize the help center a little more. When more than one rep supports an account, it can get a little messy. It's also limiting on signature customization.

Recommendations to other buyers: This is a robust system that integrates well with other software (especially if you are using Salesforce). It may be more than some need, but it is overall a great system.

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.

The Ease of Using Desk.com

Nov 24, 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: Desk.com has an easy-to-use website and is very simple to use for support with my client base. It is very "user friendly," and helps me select the right support solution for my needs.

Cons: Nothing, really. I like it all. The website is very navigable and the support I receive means that I make fewer calls to resolve my issues.

Recommendations to other buyers: I would encourage users to try it for a 10-day trial period. After evaluating its use across 10 days, it will be easy for any future customer to lock-on to it as part of their overall program of customer/client support.

Great to use, easy integration with Salesforce

Feb 15, 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: Incredibly easy integration with salesforce, saving time and resources. Easy to use as well! Quick learning curve.

Cons: For me it was not a big con, because i use salesforce, but i feel it wouldn't be as easy to use if you currently dont use salesforce.

Weheartit.com *hearts* Assistly (Now Desk.com)

May 10, 2011
5/5
Overall

Comments: We've tried several support tools before finding Assistly and nothing compares to it. The free trial period allowed us to test the full power of the system and we loved it. We're now able to help our users faster and get more job done.

Pros: Knowledge base, Business Rules (automation), Macros (really well done canned responses), Filtering (easy to organize incoming, open and pending cases), easy to use and learn

Cons: Features could be explained in more details on the product's page. You kinda have to sign up for the trial and explore the system to fully understand the capabilities of Assistly.

Desk.com

Sep 17, 2018
3/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: Lots of incoming and outgoing e-mails can be made at once and you can track them all easily. Customer service is helpful.

Cons: I did not find it very easy to use. Only one person can work on a ticket at a time and other users won't be able to work on it. The interface could improve and be more user-friendly.

Good to track support queries

Aug 03, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: This software is a good way to track support queries from clients. It syncs well with other communication channels

Cons: The interface could be a bit friendlier and allow easy to view categories. The data entry of clients can be a pain

Desk.com

May 24, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Great program, i really like the way it works and how everything is layed out very clearly and easy to find

Cons: sometimes the program doesn't respond the way i'd expect it to, but this is probably because of mistakes on my side

Desk.com Review

Sep 25, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It has a phone logs so you can easily manually log. And I really like on how they lay out this product.

Cons: I just noticed that when you're finding some information that you need it really takes time before you found it.

Straightforward to use

Nov 16, 2017
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is easy to use and set up workflows. The dashboards are very intuitive and show you who is working on what.

Cons: The reporting in this is just awful. Does not provide anything similar to what Saleforce provides unfortunately, and even the custom reports are bad.

Disappointing in so many ways

Sep 25, 2018
3/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Nothing; it's so irritating. And I'm an IT person, programmer and DBA? Can't imagine what it's like for a non-tech user?

Cons: Can't add multiple records at a time; groups difficult to work with; emailing a challenge

Overall: Not helpful at all. Technology from some other decade/century?

The most human-centric agent platform out there!

May 16, 2011
5/5
Overall

Comments: It's clear that the Assistly folks get agents because they built an agent-platform that truly inspires superior customer service.

Pros: Assistly humanizes customer service by: - building a UI that truly reflects the agent workflow - making customer profiles and pictures prominent - recognizing that customers communicate on multiple channels

Cons: - I'd like to see more types of custom fields that you can apply to either cases or customers. - I'd like hierarchical labeling capabilities for reporting and driving product features

desk.com review

Nov 02, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.

Cons: My observation and according to my experienced it have some clunky, like making reports but still useful.

This app has helped us understand our business.

Nov 04, 2012
4/5
Overall

Comments: Desk has enabled us to significantly cut down our customer service time. I'm not able to provide a delta because until we started using desk, we had no way to actually track our customer service data. Now we can see exactly how much time we're spending on customer service and look for opportunities to improve. Being able to quickly modify the knowledge base for FAQ's has also been a major time saver. The only thing that we're missing with desk is the ability to integrate it with our backend customer database. I believe they will get their eventually though. At that point, I would give it a 5 star rating.

Desk.com Review

Nov 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: This is Good in tracking profit, works, expenses, customer service and time scheduling even in keeping file.

Cons: As of now is always demand internet connection to use this app good. Nothing else than that.

Application Engineer & Support Technician

Jan 20, 2015
4/5
Overall

3 / 5
Ease of Use

3.5 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: I like that this software allows us to interact with our customers and get feedback from them on issues that they are having with our apps.

Cons: I find that it does get very expensive very quickly with the Desk software, especially if you have other agents login and then get billed per minute that they are logged in.

Recommendations to other buyers: If you are looking for software that integrates into Salesforce, this is obviously a great addition for your customer support needs.

Desk.com - for streamlining your custom support team

Jul 31, 2014
4/5
Overall

3.5 / 5
Ease of Use

4 / 5
Features & Functionality

2.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It has easy ticket management, good reporting, and custom field tracking. It allows for great automation through macros.

Cons: The setup is complex. It uses of liquid variables instead of html for email formatting. It's very difficult to customize the help site without heavy HTML knowledge and/or additional resources.

Recommendations to other buyers: Estimate the amount of time you have available for setup, as it can be time-consuming to get custom service software up and running.

Second company and still using Desk

Nov 17, 2014
5/5
Overall

5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: There is an immense ability to easily build in automation to streamline the support process. We are a very heavy Salesforce shop and love the fact that there is out-of-the-box integration that is simple to set up.

Cons: You cannot switch between case interactions (ex. phone call then email).

Recommendations to other buyers: Desk.com works well for all types of companies that are looking for strong software without the hassle or headache of a long implementation time.

Great Product

Nov 14, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I am able to communicate directly with the Shipper for inventory and returns.

Cons: I have had several issues with the pen reader not scanning the product. I have had to get a pen replacement, and have several trouble shooting conversations with the shipper regarding not being able to scan in devices.

Overall: Overall, this is a great product. I am able to communicate about inventory with much ease and I have very few issues. The few times I have had issues with the pen reader communicating with the Salesforce app, I was able to get immediate assistance to resolve my issue.

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.

Still good, but watch out for pricing

Nov 28, 2014
4/5
Overall

3.5 / 5
Ease of Use

4.5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: I like the integration of the support center / knowledge base with support ticketing. Also, support for social networking is good.

Cons: I dislike the lack of WYSIWYG editor. Formatting is limited, but more importantly, it is a pain to apply much of it.

Recommendations to other buyers: Compare pricing with other options. Determine whether you're on a migration path to Salesforce customer service solution. Desk is good by itself, but SMBs have many other options

Desk is almost there!

Apr 24, 2015
4/5
Overall

Comments: Desk, or as we call it Salesforce Jr. is a great tool that just needs a little bit more work to get there. There are many great features, from the New Business Insights and Classic Agent. The Next Gen still needs a bit of work to catch up. It is a great tool that is growing quickly.

Pros: The ability to quickly and simply respond to cases.

Cons: Business insights needs to update more often, it is also seems to go under a lot of maintenance. .

Used it for over a year as our sole CRM system; ultimately migrated away to Pipedrive

Mar 08, 2018
3/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: It had a lot of powerful integration and I could download quickly into excel format. The feed was nice as well as my colleagues who interacted w/ leads was easily visible as a team

Cons: The hierarchy was confusing between setting up an account and then tying multiples records (deals?) to that account. Ultimately got it, but took a while to get setup

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 Product

Oct 26, 2014
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Love the universal inbox. Allows me to view and respond to customer inquires. Best of all, it's all in one easy to use place.

Cons: Price. There are some similar products that are much better priced and offer more options and better customer service.

Recommendations to other buyers: Shop around. This market is pretty saturated. You have lots to choose from. Pick the one with the features that are important to you and your company's needs.

Grooveshark Loves Assistly (Now Desk.com)

May 09, 2011
5/5
Overall

Comments: Assistly is an extremely powerful support tool that has allowed us to support our registered user base of over 10 million users with relative ease. Considering the minimal setup time and free trial, there is little reason not to at least explore the system to see if it meets your needs (I'm certain it will exceed your expectations).

Pros: Easy Setup Easy to Learn Automatic Case Routing Easily Integration with Existing Systems Simple Rule Setup Integrated Knowledge Base

I am a Desk admin and an agent that uses it daily

Nov 19, 2014
5/5
Overall

5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Their customer service is extremely fast and pleasant. The product itself works well enough for our needs after some tweaking.

Cons: Some features feel incomplete (e.g., some of the business insights features feel like they need more work).

Recommendations to other buyers: Investigate both the self-help options and the live support to ensure that any questions that come up during implementation will be handled smoothly.

Desk.com recommendations

Dec 22, 2014
5/5
Overall

4.5 / 5
Ease of Use

3.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: It's comfortable and easy to use the product. The vendor is great, and we haven't had too many problems.

Cons: As with most things in life, the initial expense and worry about trying something new were the only downsides.

Recommendations to other buyers: I would do what I usually do with everything: ask around to see what other people are using and doing. Word of mouth is usually the best, but also check online reviews.

save your team time and give agents the context they need

Feb 24, 2014
5/5
Overall

Comments: If you want to blow your customer away, make sure that reps can easily access a customer's entire lifecycle. Desk.com shows users complete profiles for customers that includes their contact info, history, and the identities of everyone who's helped them in the past. On-hand histories save your team time and give agents the context they need to know if the customer's complaint is a repeat issue, and how it was handled in the past

Jan 07, 2016
4/5
Overall

5 / 5
Ease of Use

2 / 5
Customer Support

4 / 5
Value for Money

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.

Great Support System, with a Great Support!

May 10, 2011
5/5
Overall

Comments: We tried almost every support / ticketing system out there, and Assistly was by far the best for us. The ability to have one support page (which was highly customizable) and search both our knowledge base and forum posts (on GetSatisfaction) saved our users (and us) a lot of headache. On top of that, Assistly's own customer support has been great. Our support page (http://support.fotomoto.com) shows the integration and customization power of Assistly.

Switched from Desk.com from Zendesk and migrated back after one year

Dec 13, 2017
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Tight integration with Salesforce. This allows you to bypass API cost restrictions imposed by Salesforce.

Fairly easy setup

Cons: Only one person can work on at a ticket at a time. This results in someone looking at a ticket, walking away from their desk, and no one else can work on that ticket. This is an absurd limitation for ticketing system designed for enterprises.

You are limited to 25 triggers. During our initial implementation and migration from Zendesk, we used 23 of them.

During our one year, we also had 3-4 incidents of fairly-extended downtime that WE noticed (we were not notified by Desk.com).

Technical Support Manager of Desk.com.

May 08, 2017
3/5
Overall

3 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Support is there and responds with very quick turn around. Additionally, the email feature is nice to have.

Cons: Reporting is extremely limited and difficult to customize. In order to have any phone integration, you must use the Next Gen agent which is not as visually appealing as the classic agent.

Desk.com is the perfect solution for our company

Nov 19, 2014
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It has a nice design and is easy to use. They are the best cost for what they provide. I like that it's owned and integrated with Salesforce.

Cons: Occasionally, there are issues with outbound and inbound emails.

Recommendations to other buyers: Take into consideration cost per agent. Desk.com does most of the things all other software does for a cheaper price.

My review of Desk.com!

Dec 23, 2014
5/5
Overall

4.5 / 5
Ease of Use

4 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
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Pros: I like the entire product and vendor. It has been a nice addition to both my work and personal day to day goings.

Cons: I can not think of anything that I have not liked so far and hope it stays that way.

Recommendations to other buyers: I would say to document what you need in your professional and personal life and then research online and ask others for advice.

Desk.com Review

Dec 22, 2014
4/5
Overall

3 / 5
Ease of Use

4.5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
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Pros: I like the software and the vendor and have become more familiar with it through time and use.

Cons: I cannot think of anything that I do not like. It did take me a little time to read and setup, but it was worth it.

Recommendations to other buyers: I would search online for other evaluations and read what others have to say about the software.

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.

Director of Customer Service

Nov 17, 2014
4/5
Overall

4 / 5
Ease of Use

3.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how organized it is, and I like being able to tag cases and keep track of customers.

Cons: I don't like the reporting tools; the data is not very useful. I also sometimes find it difficult to tell if a customer has replied recently or not.

Recommendations to other buyers: Take the time to learn the software before using it .

Desk.com Review

Oct 27, 2014
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
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Pros: Simple, direct support, streamlined website. Minimal training to use. Cheap.

Cons: Prior to use, we had physical tickets and outsourced the calls to a minimum wage secretarial "pool," which was iffy at best.

Recommendations to other buyers: It's good for a small service company like ours. It can be used for small or large volume of tickets.

Desk.com excellent experience

Jan 15, 2015
5/5
Overall

5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of using the product and the support has been very good. I've contacted them a couple of times and got answers right away.

Cons: I cannot think of anything. Of course, if the cost was less, that would make it even better.

Recommendations to other buyers: Look around online for reviews and comments from other users.

Wonderful product, met all my needs

Dec 09, 2014
5/5
Overall

4 / 5
Ease of Use

4.5 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
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Pros: I love the software I purchased and had no problems.

Cons: Since there have been no problems or issues, there is nothing to dislike at this time.

Recommendations to other buyers: They can go through list of features and rate them as they use the software. It would be good to make a list of future enhancements.

Gotcha Here

Nov 21, 2014
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: Easy to use, efficient, excellent use of space, tech support works well.

Cons: Not really much. I think, overall, it still works great. I wish it was cheaper.

Recommendations to other buyers: I would tell them to assess their use of the product, as there are others out there for more novice users.

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

Great product with little effort

Dec 11, 2014
4/5
Overall

3.5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: It's fairly reliable and useful.

Cons: I really do not have any complaints. It is hard to complain if there are no problems but cost may be a factor

Recommendations to other buyers: Check online reviews and the applications before getting it. Also, ask fellow friends and co-workers.

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..

Great way to collaborate with a support team!

Aug 25, 2014
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
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Pros: Installation and setup are mostly self-service.

Cons: Customized emails lack availability. The look and feel of the basic knowledge base could use some improvement.

Recommendations to other buyers: Make sure you have the in-house resources for setup and customization.