Desk.com Software


 

Created with customer service professionals in mind, Desk.com is an end-to-end customer support engine for rapidly growing companies. The system integrates tightly with Salesforce, and contains a variety of reporting features that help administrators make key business solutions.

With Desk.com, all channels of support are combined into a centralized location, so that customer service professionals can view all inbound requests in a single place.

One inbox hosts all email, phone calls and even social media requests, so that support teams can improve organization and ultimately help customers resolve issues much more quickly.

Advanced reporting features allow companies to gain insight into customer service activity, helping to keep track of specific data related to support issues. The system boasts 12 built-in reports, as well as an in-depth analytics dashboard.

Quick graphs allow for companies to see exactly how many cases have been resolved, and to drill down to the number of requests per agent.

Desk.com offers a multilingual support system, and can provide support in over 36 languages, including Spanish, Germain, Hebrew, French and Chinese.

 

Desk.com - Business rules
 
  • Desk.com - Business rules
    Business rules
  • Desk.com - Case management bulk editing
    Case management bulk editing
  • Desk.com - Case management labels
    Case management labels
  • Desk.com - Desk home page
    Desk home page
  • Desk.com - Productivity tools
    Productivity tools
  • Desk.com - Universal inbox
    Universal inbox
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

109 Reviews of Desk.com

 
Software Advice Reviews (35)
More Reviews (74)

Showing 1-20 of 35

from Pennsylvania Payroll
Specialty: Other services

Not cheap and not good

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

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

Likes Least

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

Shop around, we are finding out their are products that work better for a lot less money.

 
 

from Personify
Specialty: Software / IT

Such an awesome Customer Success Platform

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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

Recommendations

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

 
 

from Scality
Specialty: Software / IT

SFDC Desk help

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It really helped our customers with solving their problems and one location for people to go to.

Likes Least

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

Recommendations

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

 
 

from Smartronix
Specialty: Healthcare / Medicine

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

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

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.

Likes Least

The poor documentation and inflexibility of their customer support.

Recommendations

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

 
 

from iRule LLC
Specialty: Software / IT

Application Engineer & Support Technician

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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

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

 
 

from Designer
Specialty: Education

Desk.com excellent experience

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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

Recommendations

Look around online for reviews and comments from other users.

 
 

from ProviderTrust Inc.
Specialty: Software / IT

Russ' Desk.com Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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

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.

 
 

from PPS
Specialty: Education

My review of Desk.com!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I like the entire product and vendor. It has been a nice addition to both my work and personal day to day goings.

Likes Least

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

Recommendations

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

 
 

from Interior Architect
Specialty: Construction

Desk.com Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I like the software and the vendor and have become more familiar with it through time and use.

Likes Least

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

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

 
 

from Gorilla Jack
Specialty: Consulting

Desk.com recommendations

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It's comfortable and easy to use the product. The vendor is great, and we haven't had too many problems.

Likes Least

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

Recommendations

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.

 
 

from Designer
Specialty: Consulting

Desk.com - an asset for work and play!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It's easy to use and is an asset to my daily life. I like the flexibility and ease of use.

Likes Least

It's not the product so much, but at times, I have poor internet connection, which makes it slow.

Recommendations

Look online for reviews and the start-up cost, as well as maintenance costs and possible contracts.

 
 

from Nordic House
Specialty: Consulting

Great product with little effort

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It's fairly reliable and useful.

Likes Least

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

Recommendations

Check online reviews and the applications before getting it. Also, ask fellow friends and co-workers.

 
 

from EHR
Specialty: Retail

Wonderful product, met all my needs

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I love the software I purchased and had no problems.

Likes Least

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

Recommendations

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.

 
 

from DoctorBase
Specialty: Software / IT

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

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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!

Likes Least

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

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.

 
 

from TaskClone
Specialty: Software / IT

Still good, but watch out for pricing

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I like the integration of the support center / knowledge base with support ticketing. Also, support for social networking is good.

Likes Least

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

Recommendations

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

 
 

from McLaren Software
Specialty: Software / IT

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

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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

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.

 
 

from Heinz
Specialty: Manufacturing

Desk.Com Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Internet-based and versatile product for admin and users.

Likes Least

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

Recommendations

Do not create as many types of incidents/requests, there ends up being some overlap.

 
 

from Salem-Keizer School District # 24J
Specialty: Education

The Ease of Using Desk.com

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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

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.

 
 

from Juno
Specialty: Hospitality / Travel

Sample review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Easy to use, completely satisfies requirements of our business.

Likes Least

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

Recommendations

I do not have any recommendations to make for anyone evaluating. It works.

 
 

from KEM Inc
Specialty: Agriculture

Gotcha Here

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Easy to use, efficient, excellent use of space, tech support works well.

Likes Least

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

Recommendations

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