Desk.com software


139 reviews(4.0/5)
139 reviews(4.0/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8

139 Reviews of Desk.com

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  • Deb from Bluffton university

    Specialty: Education

    Number of employees: 201-500 employees

    September 2018

    Support for Users

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source
  • Elliott from BETTER SOURCING WORLDWIDE LTD

    Specialty: Software / IT

    Number of employees: 2-10 employees

    August 2018

    Easy to use lacking features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • David from GoDoChurch

    Specialty: Software / IT

    Number of employees: 11-50 employees

    August 2018

    Good to track support queries

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jasper from De Flint

    Specialty: Education

    Number of employees: 201-500 employees

    May 2018

    Desk.com

    Ease-of-use
    Functionality
    Quality
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Hannah from Gap Inc.

    Specialty: Retail

    Number of employees: 10,000+ employees

    May 2018

    Service Cloud Review

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 51-200 employees

    May 2018

    Keep your customers happy with Desk.com

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sasha from Life's Abundance

    Specialty: Retail

    Number of employees: 11-50 employees

    May 2018

    It has the functionality, but no bells and whistles

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Ilse Yolanda from 3.zero

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Monica from Inspired Bronze

    Specialty: Manufacturing

    Number of employees: 2-10 employees

    April 2018

    Ok for keeping track of customers

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Deirdre from Turbo Tax

    Specialty: Software / IT

    Number of employees: 2-10 employees

    March 2018

    Great Collaboration with Salesforce

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 11-50 employees

    March 2018

    Integrations Galore

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jason from The Organic Bloom

    March 2018

    Great helpdesk and customer communication option

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    February 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • ADam from Electrical/Electronic Manufacturing

    Specialty: Engineering

    Number of employees: 10,000+ employees

    February 2018

    Great to use, easy integration with Salesforce

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    January 2018

    Gets the job done, feels 2nd rate.

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

    Desk has been getting things done for us. We've got teams, we can pass tickets easily, tags help to connect disparate tickets.

    Cons

    The search/filtering is broken (and has been for as long as I've used the software), it works at about 98% accuracy. You can't really rely on a search of 'all tickets assigned to X' to find every ticket, or "all resolved tickets in X department", and etc. Frustrating when reporting or setting up custom views and such. Similar in frustration created, is the limitations around what fields you can search/sort by. It's always a pet-peeve of mine to see software limit these things.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Haley from Retail

    Specialty: Retail

    Number of employees: 51-200 employees

    December 2017

    Excellent for Customer Service

    Ease-of-use
    Functionality
    Quality
    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!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Lester from PriceSmart

    December 2017

    Very helpful and friendly software, the interaction between customer and the company is great.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    When you have an interaction with the Client you receive an email, that help you a lot because your answer to the client at the same time they sent you the message

    Pros

    The way it use the the replies to the customers it's amazing, it is clear and the actions are correct. You have your inbox when you have the interaction with the client.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Gabriela from Hourwise

    December 2017

    Great Experience - just put took off one star for the work that needs to be done

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money

    I was able to save time in the company I work for. The software was easy to use and easy to implement into daily activities.

    Pros

    I loved the fact that they worked on the integrations and being able to make things to the mainstream. I was able to quickly show other workers how to use this product and quickly incorporate it into our business. This is a lot easier than our last software.

    Cons

    Running the reports is something we would all have a bit of trouble to do, there would be little things here and there that prevented our productivity. There are also some filters or basic features that should be fine-tuned a bit more but nothing too bad.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    December 2017

    Switched from Desk.com from Zendesk and migrated back after one year

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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).

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    December 2017

    I have used DESK daily to submit support tickets to our support team as a Project Manager.

    Ease-of-use
    Functionality
    Quality
    Support
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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