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.



167 Reviews of Desk.com

Overall rating

4.19 / 5 stars

Filters:

Showing 1 - 20 of 167 reviews

January 2019

Colin from Redeem

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Functionality

4 of 5

January 2019

A good choice for a CRM system

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.

December 2018

Keley from OAG

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

User friendly and great for organizing

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.

December 2018

Emmanueliza from Suyen Corporation

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Reliable support software

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

November 2018

Parker from evolv consulting

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

SalesForce Essentials - The answer for startup CRM

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.

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

November 2018

Ailyn Mae from Aprisa Business Process Solution Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Salesforce is a platform where you can see requests

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.

November 2018

Nusrat from Rush University Mediclal Center

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

3 of 5

November 2018

Salesforce Essentials

Excellent experience I would highly recommend this product.

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.

November 2018

Angelise from Rush University Medical Center

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

November 2018

Great Product

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.

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.

November 2018

Marielle from Technology Engineering Company

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Desk.com Review

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.

November 2018

Teresita from Robocash Finance Corp.

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Everything you need to get started

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.

November 2018

Elaida from Toyota Inc.

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

October 2018

Rosie from Individual & Family Services

Company Size: 11-50 employees

Review Source


Ease-of-use

2 of 5

Customer support

5 of 5

Functionality

3 of 5

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.

October 2018

Kathleya from Marketing

Company Size: 51-200 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

September 2018

Beth from New York Life

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

1 of 5

Customer support

3 of 5

Functionality

3 of 5

September 2018

Disappointing in so many ways

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

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

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

September 2018

Mariam from Hunter Vision

Company Size: 11-50 employees

Review Source


Ease-of-use

2 of 5

Functionality

4 of 5

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.

September 2018

Deb from Bluffton university

Company Size: 201-500 employees

Review Source


Ease-of-use

4 of 5

Value for money

3 of 5

Functionality

5 of 5

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.

August 2018

Elliott from BETTER SOURCING WORLDWIDE LTD

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

1 of 5

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

August 2018

David from GoDoChurch

Company Size: 11-50 employees

Review Source


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

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

May 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

It is easy to use and quick to understand

It has helped me find users and assist customers

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