Who Uses This Software?

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


Average Ratings

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

Product Details

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

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

About Desk.com

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


Desk.com Features

  • Call Logging
  • Contact Management
  • Customer Support
  • Lead Scoring
  • List Management
  • Marketing Automation
  • Product Catalog
  • Project Management
  • Quotes / Proposals
  • Referral Tracking
  • Sales Pipeline Management
  • Territory Management

Desk.com Reviews Recently Reviewed!

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).

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.

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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.

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.

desk.com

Nov 15, 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: 9.0/10 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, it 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. lack of integration of certain apps(limited apps) that helps in workflow

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.

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.

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.

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.

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.

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.

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.

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 Review

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

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

Desk.com review

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

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

By far the easiest to use but lacking features

Dec 08, 2016
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use.

Cons: Light on features.

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

Recommendations to other buyers: Get running quickly.

Do Not Assume Anything

Dec 05, 2016
2/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 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

great product

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

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

great product

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

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

Kathy has review this

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

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

Great Product could use more functionality

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

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

Central location for daily salesforce activity

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

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

Overall quality is good

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

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

salesforce

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

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

Great product to use

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

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

Working on platform

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

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

go go salesforce

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

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

Awesome service

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

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

good work.

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

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

Review number 1of 10

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

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

Review number 1

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

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

Senior Director

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

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

Desk.com experience

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

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

sAska loves SALESFORCE IN SOUTH AUSTRALIA

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

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

Amazing for Non-Profits!

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

Comments: Desk.com is Amazing! It allows us to have a 360 degree view of all the user supported tickets that come through our plat form.

Lots of features but

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

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

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

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

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

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

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

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

Director of R&D

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

Comments: 14 yr medical device testing and verification

Director of R&D

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

Comments: 14 yr medical device testing and verification

Cool tool

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

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

Excellent!!

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

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

Excellent!!

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

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

Excellent!!

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

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

Cool product and easy to use

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

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

Does the job but not very well

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

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

Fair out of the box product - cutomization required

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

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

Salesforce Desk Review

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

Comments: We have been using Salesforce Desk for approximately one year and have been very satisfied with the software.

Sales Force

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

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

SALESFORCE

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

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

dreamforce16

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

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

its average

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

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

Cool but reportin could be better

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

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

mangesh chimankar

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

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

dropping after a year

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

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

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

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

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

desk.com Review

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

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

Desk.com is GREAT!

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

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

Desk.com is GREAT!

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

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

Not great, unless you're super tight with Salesforce

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

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

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

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

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

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

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

But there were things I really liked:

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

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

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

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

A Great Solution!

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

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

Powerful tools for delighting your customers

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

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

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

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

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

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

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

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

Great help desk software for the whole team

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

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

It works for our business model

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

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

Great customer service for a customer service software

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

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

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.

Not cheap and not good

Sep 07, 2015
2/5
Overall
3 / 5
Ease of Use
2.5 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: It is important for us to have a customer service software - this one is not it.

Cons: Customer service is very hit and miss (mostly miss) Four times we called the rep did not have the answer or gave us the wrong answer. One call the rep was very good. Also it is overpriced.

Recommendations to other buyers: Shop around, we are finding out their are products that work better for a lot less money.

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
Likely
Extremely
Likely

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.

Changing Emoticons one Case at a time

May 28, 2015
4/5
Overall

Comments: I really love the ease of setting up Desk.com and my Agents love the user interface!

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. .

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
Likely
Extremely
Likely

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.

We ended up moving away from Desk due to poor API documentation

Feb 05, 2015
2/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: I liked the easy setup. Help Desk functionality, such as ticket tracking, hosting knowledgebase, ticket routing, social media integration, and API would be great, but only if they work as advertised, which they do not necessarily do.

Cons: The poor documentation and inflexibility of their customer support.

Recommendations to other buyers: Build a full proof-of-concept before giving them a dime. Consider other products from smaller companies that actually offer support.

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
Likely
Extremely
Likely

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 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
Likely
Extremely
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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.

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
Likely
Extremely
Likely

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.

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
Extremely
Likely

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
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.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
Likely
Extremely
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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.

Desk.Com Review

Nov 25, 2014
3/5
Overall
3 / 5
Ease of Use
3.5 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Internet-based and versatile product for admin and users.

Cons: It is a bit clunky to use. The versatility can also lead to confusion.

Recommendations to other buyers: Do not create as many types of incidents/requests, there ends up being some overlap.

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
Likely
Extremely
Likely

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.

Sample review

Nov 22, 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
Extremely
Likely

Pros: Easy to use, completely satisfies requirements of our business.

Cons: There is nothing that this product lacks or that I would add to make it better.

Recommendations to other buyers: I do not have any recommendations to make for anyone evaluating. It works.

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
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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 .

Office Desk.com review

Oct 29, 2014
3/5
Overall
2 / 5
Ease of Use
1.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
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Pros: It does offer a large collection of help documents

Cons: Sometimes, the indexing could be better for locating help with specific problems.

Recommendations to other buyers: Make sure you visit the website prior to answering the questions.

Desk review

Oct 29, 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
Likely
Extremely
Likely

Pros: What I like the best is the ease of use and good value for the price.

Cons: I do not have any specific issues with the services provided by Desk.com.

Recommendations to other buyers: You must find a product that works for your and your company's style.

Desk.com Review

Oct 28, 2014
2/5
Overall
1.5 / 5
Ease of Use
1.5 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

Pros: It's a reliable and good product to use. It meets the needs of my company.

Cons: There's nothing in particular that I can mention, as everything is good for us.

Recommendations to other buyers: Keep up the good work and meet the quality and support standards.

They give great personal customer service attention.

Oct 28, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's friendly and easy to use. They have excellent customer service.

Cons: Nothing. They truly excel at what they do. They're always timely as well.

Recommendations to other buyers: Check out desk.com, as there are other tools, but they are the best.

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
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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?

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
Likely
Extremely
Likely

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!