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.

 

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 - Productivity tools
    Productivity tools
  • Desk.com - Universal inbox
    Universal inbox
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

324 Reviews of Desk.com

 

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Software Advice Reviews (85)
More Reviews (239)

Showing 1-20 of 85

Kendal from VM Strategies
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

Great if you wanted bundled business services

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

At it's core Salesforce is a CRM company that is trying to diversify into a one stop shop for your business software needs.

Cons

It's not always better to bundle your services, I've found it better to use the industry leading software for their core business product, no need to compromise on quality for the bundled version.

Review Source
 
 

Jake from CIE Tours International
Specialty: Hospitality / Travel
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

July 2018

July 2018

Core Functionality - Limited Features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's easy to dive into Sales Force because of the Trail Blazing app. A lot of great core functionality but doesn't contain any flashy features.

Cons

Setting up some of the Groups/Rules can be a bit difficult even with the training. It's easy to get started but not intuitive when it comes to customization.

Review Source
 
 

Jesse from DataCare Corporation
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Simple and Easy to Use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This software did the job for us, allowed us to see what help was needed through our help desk. Not much to say other than it does what it says it will.

Cons

None at this time. I use it for the main purpose that it provides. Other members of our team have mentioned a slight learning curve though.

Review Source
 
 

Jasper from De Flint
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Desk.com

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.
Specialty: Retail
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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
 
 

Sasha from Life's Abundance
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

It has the functionality, but no bells and whistles

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
 
 

Monica from Inspired Bronze
Specialty: Manufacturing
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Ok for keeping track of customers

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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
 
 

Carmen from Gattuso Consulting LLC
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Solid application. Great analytics and CRM functionality.

Pros

Very intuitive software to use. Good workflow functionality. Minimal training required. Good analytics.

Cons

It is a little expensive compared to other applications. Reporting capabilities could be more robust.

Review Source
 
 

Harmandeep from PeerIQ
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Salesforce.com Service Cloud

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I really love the flexibility to setup customizations and different configs. It also has a add ons features which you require. The UI is pretty attractive and easy to navigate.

Cons

It has an automated support feature, which is not pretty good as it doesn't tends to your actual support needs. It requires a license which gets expensive.

Review Source
 
 

Cesar from Distrito Capital
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

The best CRM software in the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This app is awesome, because it offer a lot of services based on the cloud, you do not have to look for another one, this one is the best, it works through a big set of servcices, for of the most important are Marketing Cloud and Commerce Cloud, because with this two we can improve our selling and other servicies efficientely and fast. making a better relationship with customers and sellers.

Cons

It is a big expensive, so you have to think deeply if you want to pay that amount of money for a CRM app, but it is a good choice for improve your business and increase the revenues.

Review Source
 
 

Deirdre from Turbo Tax
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Great Collaboration with Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
 
 

Kevin from Salesforce Consultant
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Service Cloud is next level service for your team!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience.

Cons

Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic.

Review Source
 
 

Sunny from IdealUser
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy Modification

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Salesforce.com is very easy to use. They have very helpful, friendly and responsive staff. I am excited to see how my organization will expand the tools offerings.

Cons

Other Thant that we find no major flaws with the product. It looks like a traditional system but need to have more front-end capabilities improved.

Review Source
 
 

Haley from The Mint Julep Boutique
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Good For Tracking Concerns

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use the service cloud to track customer concerns and help answer questions more efficiently. It helps keep concerns straight between employees.

Cons

There are little glitches, and as this is a cloud system, we can lose responses and information if our internet has problems.

Review Source
 
 

ADam from Electrical/Electronic Manufacturing
Specialty: Engineering
Number of employees: 10,000+ employees Employees number: 10,000+ employees

February 2018

February 2018

Great to use, easy integration with Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
 
 

Jason from DE-EL Enterprises, Inc.
Specialty: Construction
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2018

February 2018

Expensive but Well-Respected

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want.

Cons

The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup.

Review Source
 
 

Edward from Rosetta Stone
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Improvement Over Previous CRM Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

I like that the tool allows for a great deal of customization depending on internal needs. It also integrates well with the sales cloud, allowing sales reps to have a good handle on customer inquiries.

Review Source
 
 

Priscilla from Electronic Caregiver
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

January 2018

January 2018

One Stop Shop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I this fitting many different types of businesses. Having different communication options is key when building a customer profile and It's hard to find things that are more of a one size. I could recommend this company to just about any business owner or manager.

Pros

There are so many ways to communicate with your team big or small. This allows you to be able to stay in touch and manage everyone in a more consistent and efficient way. You can easily talk to a driver and the driver can easily punch in information that everyone has easy and instant access too. I see this being a win win for customer and all the legs of the business.

Cons

I don't see how this would be worth the price for a company with only one other worker. However, if you were looking to expand this would be the perfect option to start with.

Review Source
 
 

Kevin from Megapath
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Service cloud on crack

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Service cloud like you have never seen. Amazing features and fantasric hud for service teams. Everything in one view that is actually everything!

Cons

A big change when first setting up for teams used to using salesoforce outside of the service cloud console.

Review Source
 
 

Haley from Retail
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Excellent for Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use Desk in our customer service department and it is great for having many users in the same inbox at once. It pulls in our emails from several different accounts and even chat transcripts and facebook messages so we have everything in one place. Very happy!

Cons

Resolving many emails at once can be slow and every once in a while forwarding doesn't work, but these are usually quickly resolved!

Review Source
 
 
 
Showing 1-20 of 239


July 2018

July 2018

All the bells and whistles. They're just rusty.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

- Fully featured, for the most part if you want to do it you can do it. You'll need to code it though

Cons

- A very complex solution that can fail quite quickly from over engineering on the solution implementation side.
- The high cost of SF is not from just the licences (which are quite high for what you need to run a true sales organisation) It's also the cost to hire and maintain dedicated resources to manage this CRM
- Integration is costly and not as straight forward as some other CRMs
- Although Lightning is bright and shiny the migration path is hard if using plugins and customisations that do not support lightning
- Quite slow in Australia

Review Source: Capterra
 

JK from Non Profit Organisation

July 2018

July 2018

Expert Database

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

LOVE the chatter function. My company is nationwide and we have created multiple groups to ask pertinent questions and get feedback.

Pros

My organization does a great job of keeping up with this software so it is very user and customer service friendly

Cons

The search function isn't the "smartest". If you don't include a space or spell something incorrectly it doesn't always find what you need

Review Source: Capterra
 


July 2018

July 2018

Great functionality after learning curve

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Salesforce can really do anything you might want to do in terms of storing, manipulating, and retrieving customer data. Creating records, running queries, etc. are all a breeze after you've learned the platform.

Cons

Have a plan for how the software is going to be used before setting up the system. Most of the issues that I had with the platform emerged from our organization deviating from the original plan to suit emerging needs, which can cause some issues in terms of how records are either stored or pulled.

Review Source: Capterra
 

Aditya from Clarivate Analytics

July 2018

July 2018

Good one

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ease of use is excellent, even there is no lag when searching the information in the sales force tool.
Access to two different interfaces console and service helps to work in our comfort zone.

Cons

There is no such cons bug only thing which can be suggested is about the display/interface. interface can be updated as it should look more easily and simple rather then clumsy.

Review Source: Capterra
 


July 2018

July 2018

Sales force has always been the best in my book

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use this for tickets, customer relations, and asset management.

Pros

The software is incredibly flexible. This can meet the needs of any company with a good developer behind it

Cons

The price point is a bit high. This can really limit smaller companies from using this software. This software also would require a developer to run properly or a support package being bought.

Review Source: Capterra
 

Mohamed from Fisher & Paykel
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

Great software with a lot of functionalities and modules

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Manage the whole customer base effectively, and efficiently. Manage service bookings on a daily basis

Pros

Software with a lot of functionalities and modules. Many APIs can integrate with which extends its base functionality

Cons

sometimes gets very complex interfaces and sometimes it's snail slow as loading a lot of modules and interfaces

Review Source: Capterra
 

Val from RSW Partners

July 2018

July 2018

Sales force is a robust, customizable CRM software.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The support and trained administrators can help you create the workflows you need to make your business thrive.

Cons

It appears cumbersome to learn and that perception by newbies can seem overwhelming. But after they get in there and use it, it is pretty smooth sailing. Overall, I can't think of any real cons. We have been successful in using it and customizing it to our needs.

Review Source: Capterra
 


July 2018

July 2018

Powerful software that takes a lot of customization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ability to customize reports and source info that is needed to find the best leads and organize my day

Cons

complicated functionality and hard to first learn without some hands on training for new reps which slows down their productivity

Review Source: Capterra
 

Dawn from CentraCare Health

July 2018

July 2018

Improving for the non-profit segment

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I've been doing a lot of research and testing to this to see if it would be a good replacement for our current CRM and this really appears to have improved to support a more donor-relationship-based platform.

Cons

Still multiple screens with information N/A to us and not everything that a donor based organization would need to track.

Review Source: Capterra
 

LORI from Advisor Group

July 2018

July 2018

Manage Salesforce platform for approx. 11,000 users.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

CRM

Pros

Has a lot of flexibility to customize to fit business needs. A lot of integrations with Salesforce so it's easy to use other software with Salesforce.

Cons

It can be very expensive to implement and get all the shiny bells and whistles. Although it can be very flexible it's very pricy to set up all the integrations and customize to suit your needs

Review Source: Capterra
 


July 2018

July 2018

Robust salesforce automation tool with mobile capabilities and strong partner community.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Support for strategizing and executing sales opportunities. Robust capture of information for executive insight.

Pros

Streamlined interface. Strong mobile capabilities. Rich partner community offering integrated solutions.

Cons

Single instance forces customers to upgrade whenever Salesforce decides. This has led to some issues as last upgrade broke some functions in our deployment.

Review Source: Capterra
 

ryan from GoKnock.org

June 2018

June 2018

Simple and easy CRM that integrates what I need!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Reputable and has a lot of features. As I learn it can be beneficial where it saves us time and money!

Cons

A bit confusing on how to implement everything starting from scratch. It seems there needs to be a lot of training involved to figure out how to set stuff up. Looks a bit technical at times.

Review Source: Capterra
 

Francesco from EF English Live

June 2018

June 2018

As Sales Manager I use Salesforce on a daily basis, I easely check and organise the work of my team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

WHat I like the most is that you can do personal reports with no limits, creating graphs and exporting it for external use

Cons

I think there are too many things "locked" and many things could be avoided to make every page more easy to read

Review Source: Capterra
 


June 2018

June 2018

Updating customer accounts.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like the ability to add a limitless number of notes about our customers. This allows really detailed circumstances to be recorded . This is very helpful for any legalities that arise from customer questions and disputes.

Cons

Sometimes the salesforce account with my employer experiences some glitches. These glitches are not often, but severe enough that all functionality and productivity stops due to these occurrences.

Review Source: Capterra
 

Jared from SAG

June 2018

June 2018

Wonderful Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Salesforce is incredibly easy to use and intuitive. Salesforce is used on a daily basis and is rock solid.

Cons

There are very few, if any, cons to note about Salesforce. I have not had any negative experiences.

Review Source: Capterra
 

Taylor from Monsido, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Simple and effective

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Increase in Sales

Pros

Keeping track of my calls/email/notes are essential for adding new business. If it wasn't for SF, I would not be where I am today within the company

Cons

Very few negatives, the lighting UI is a different transition. It does take a few weeks to adjust from the old UI

Review Source: Capterra
 

Italo from Citibank

June 2018

June 2018

A great tool for managing customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is a robust tool with the ability to effectively manage all company accounts

Pros

I like that it is in the cloud, since I can have access from any computer in the world. Its interface is robust and quite customizable

Cons

The tool is not very intuitive and the learning curve is a little hard. From the rest, once you learn to use it, it is very helpful for the handling of information.

Review Source: Capterra
 


June 2018

June 2018

SalesForce is a great tool and lots of people use it.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields.

Cons

The UI is just horrible, the new lightning is even worse and the ability to easily manage and or make reports is only for the advanced user.

Review Source: Capterra
 

Chris from VinSolutions

June 2018

June 2018

Overall a generally great tool for a ticketing system.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The software allows for customization for an internal solution. It allows for easy escalation and customizable drop-downs. It can be integrated with other products as well.

Cons

The system encounters errors when attempting to close parent cases holding over a hundred child tickets, which causes for great headache when trying to close such a parent case.

Review Source: Capterra
 


June 2018

June 2018

SFDC is great in terms of creating prospect reports and tracking down communication activities

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Prospecting and sales cycle statuses, communication with internal departments and building prospecting workflows.

Pros

Reports, types of filters, integration with Box and Yesware - helps me track where my salescycles and prospecting status.

Cons

I'd love to see more integration capabilities (Outreach.io) with other prospecting and communication tools, and sometime report creation on campaign, leads and contacts can be a bit complicated. Duplication removals can be a bit too manual to manage, wish this could be automated.

Review Source: Capterra