Desk.com Software


Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer service tasks.

With Desk.com, multiple support channels are combined into a centralized location so that inbound requests are visible in a single place. Channels can include email, phone calls and social media interactions.

Reporting features provide information about customer service activity and track data related to support issues. The system includes a number of built-in reports, as well as an analytics dashboard. Graphs allow for companies to see how many cases have been resolved and to drill down to the number of requests per agent.

Support is offered via email, over the phone and through community forums. Pricing is per user per month.

Business rules
Business rules

Business rules

Case management bulk editing

Case management bulk editing

Case management labels

Case management labels

Productivity tools

Productivity tools

Universal inbox

Universal inbox

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8



145 Reviews of Desk.com

Overall rating

4.0 / 5 stars

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Showing 1 - 20 of 145 reviews

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Teresita from Robocash Finance Corp.

Industry:  Other

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Desk.com Review

Pros

Desk.com is probably so useful in customer service job, it keep my files safe and documents. Also best in communicating to the suppliers or customers.

Cons

The Least i encountered is slow to load but its ok still manageable and useful.

Review Source

Elaida from Toyota Inc.

Industry:  Other

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

desk.com review

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.

Review Source

Rosie from Individual & Family Services

Industry:  Hospitality / Travel

Number of employees:  11-50 employees

Ease-of-use

Customer support

Functionality

October 2018

Helps you focus on your customers

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.

Review Source

Kathleya from Marketing

Industry:  Other

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Desk.com Review

Pros

it help me so much to connect easily in my customers, I can manage my customers easily and accessible.

Cons

As to make it better and functional it always demand internet connection, but its alright still manageable.

Review Source

Spencer from MongoDB Inc.

Industry:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Desk.com Review

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.

Review Source

Mariam from Hunter Vision

Industry:  Healthcare / Medicine

Number of employees:  11-50 employees

Ease-of-use

Functionality

September 2018

Desk.com

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.

Review Source

Deb from Bluffton university

Industry:  Education

Number of employees:  201-500 employees

Ease-of-use

Value for money

Functionality

September 2018

Support for Users

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.

Review Source

Elliott from BETTER SOURCING WORLDWIDE LTD

Industry:  Software / IT

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Easy to use lacking features

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

Review Source

David from GoDoChurch

Industry:  Software / IT

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Good to track support queries

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

Review Source

Jasper from De Flint

Industry:  Education

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Desk.com

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

Review Source

Hannah from Gap Inc.

Industry:  Retail

Number of employees:  10,000+ employees

Ease-of-use

Functionality

May 2018

Service Cloud Review

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.

Review Source
LinkedIn icon
Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

May 2018

Keep your customers happy with Desk.com

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.

Review Source: Capterra

Sasha from Life's Abundance

Industry:  Retail

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

It has the functionality, but no bells and whistles

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.

Review Source

Ilse Yolanda from 3.zero

Ease-of-use

Value for money

Customer support

Functionality

April 2018

It is really easy to keep an eye on what your community are doing.

The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me.

Pros

Sharing information with my co workers is helpful, also traking what is going on as events. We can keep in touch longer.

Cons

Mobile interface is kind of deficent. The access is limited because interface is not bog enough to support cellphones or tablets.

Review Source: Capterra

Monica from Inspired Bronze

Industry:  Manufacturing

Number of employees:  2-10 employees

Ease-of-use

Functionality

April 2018

Ok for keeping track of customers

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.

Review Source

Deirdre from Turbo Tax

Industry:  Software / IT

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Great Collaboration with Salesforce

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.

Review Source
LinkedIn icon
Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Integrations Galore

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

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.

Review Source: Capterra

Jason from The Organic Bloom

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Great helpdesk and customer communication option

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

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

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

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

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.

Review Source: Capterra

ADam from Electrical/Electronic Manufacturing

Industry:  Engineering

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

Great to use, easy integration with Salesforce

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.

Review Source

Displaying 1 - 20 of 145 reviews