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 a variety of 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

114 Reviews of Desk.com

 

Start your review of Desk.com

Click to start
https://www.softwareadvice.com/help-desk/desk-review/
Software Advice Reviews (36)
More Reviews (78)

Showing 1-20 of 36

Katherine from G-Form
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Short learning curve, good basic service

Ease-of-use

Functionality

Product Quality

Customer Support

Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros

The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns.

The program also integrates with LiveChat, however, the execution is cumbersome.

Cons

When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information.

Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful.

I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.

 
 

Brian from Acclimate Technologies
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Technical Support Manager of Desk.com.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Support is there and responds with very quick turn around. Additionally, the email feature is nice to have.

Cons

Reporting is extremely limited and difficult to customize. In order to have any phone integration, you must use the Next Gen agent which is not as visually appealing as the classic agent.

 
 

carmine from Pennsylvania Payroll
Specialty: Other services

September 2015

September 2015

Not cheap and not good

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Nick from Personify
Specialty: Software / IT

July 2015

July 2015

Such an awesome Customer Success Platform

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Jason from Scality
Specialty: Software / IT

February 2015

February 2015

SFDC Desk help

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Jonathan from Smartronix
Specialty: Healthcare / Medicine

February 2015

February 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Tim from iRule LLC
Specialty: Software / IT

January 2015

January 2015

Application Engineer & Support Technician

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

KH from Designer
Specialty: Education

January 2015

January 2015

Desk.com excellent experience

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Russ from ProviderTrust Inc.
Specialty: Software / IT

January 2015

January 2015

Russ' Desk.com Review

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Helena from PPS
Specialty: Education

December 2014

December 2014

My review of Desk.com!

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Karin from Interior Architect
Specialty: Construction

December 2014

December 2014

Desk.com Review

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Helena from Gorilla Jack
Specialty: Consulting

December 2014

December 2014

Desk.com recommendations

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Helena from Nordic House
Specialty: Consulting

December 2014

December 2014

Great product with little effort

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Nick from EHR
Specialty: Retail

December 2014

December 2014

Wonderful product, met all my needs

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Becky from DoctorBase
Specialty: Software / IT

November 2014

November 2014

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

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Troy from TaskClone
Specialty: Software / IT

November 2014

November 2014

Still good, but watch out for pricing

Ease-of-use

Functionality

Product Quality

Customer 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

 
 

Richard from McLaren Software
Specialty: Software / IT

November 2014

November 2014

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

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

John from Heinz
Specialty: Manufacturing

November 2014

November 2014

Desk.Com Review

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

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

November 2014

November 2014

The Ease of Using Desk.com

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 

Tom from Juno
Specialty: Hospitality / Travel

November 2014

November 2014

Sample review

Ease-of-use

Functionality

Product Quality

Customer 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.

 
 
 
Showing 1-20 of 78

Ryan from ParkWhiz

August 2017

August 2017

Desk was challenging to use on a number of fronts

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 was a good CRM a few years ago, but never received the attention it needed from the Desk product team.

Pros

It was intuitive to use when working on tickets and responding to customers. The reporting interface was easy when to create and run reports.

Cons

The reporting was barely functional and often times would time out when loading. There were countless days that I needed to run a report and was unable to.

Source: Capterra
 

Meagan from ParkWhiz
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Currently left in the Dust

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

our support center agents were able to respond to emails and log call notes.

Pros

multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.

Cons

SMS had to be integrated with an outside provider. slow, lacking features or any promise of a roadmap, reporting inaccurate. downtime and maintenance (both scheduled and responsive) very frequent - basically daily. since "next gen agent" was released 2+ years ago, this product has never improved. account manager never even bothered to elude to changing anything. as our contract was coming to an end, we asked, "why should we stay with desk?" and the response we got was verbatim, "great question...[30 seconds of silence]". salesforce stopped investing money into this product long ago, and subsequently, even the smallest crm companies these days are lightyears ahead in terms of functionality and reliability.

Source: Capterra
 

Shala from Professional Retail Service
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Starter Plan is Worth Every Penny and More

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

Instead of separate email inboxes for our three customer service agents, all incoming mail goes here and can be worked on by all. Perfect for when an employee is out and someone is covering for them.

Pros

Even with all of the restrictions of the Starter Plan I was still able to configure everything to work great for our needs.

Source: Capterra
 

George from GSN Games
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

I have been using desk.com for over 5 years now, it has been simply flawless and very easy to setup

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

Easy to use/setup CRM tool for the team, we have customised the tool as per our product requirements, the ability to use mass action & less pricing as well.

Pros

Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.

Cons

Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow

Source: Capterra
 

cindy from Chaunva LeCompte Photography

December 2016

December 2016

Desk Review

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

This is needed when your company is getting too busy and cannot keep up with your self. Truly enjoy this program for my business.

Source: Capterra
 

Sissy from Skuid

December 2016

December 2016

Desk.com review

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

Desk.com is awesome! Very helpful for customer service specialists to have one spot to see all requests coming in from clients.

Source: Capterra
 

Samuel from Troadey Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

By far the easiest to use but lacking features

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

Desk is not feature packed but it is very simple to use and intuitive. I guess that is excellent if you have modest needs.

Pros

Ease of use.

Cons

Light on features.

Advice to Others

Get running quickly.

Source: Capterra
 

Chance from Paylocity
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

Do Not Assume Anything

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

The best advice that I can give to a company considering purchasing Salesforce's Desk.com is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not.

Examples:
List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page
Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time
Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables

Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes. Desk Connect can and has been turned off by Desk.com for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected.

If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

Pros

Simple UI
Simple workflow building and management

Cons

Extremely limited in its capabilities
Desk Support reps are not thorough when reading emails
ETA's on fixes/patches pushed back for months

Advice to Others

Document everything and do not rely on Desk Connect for any business processes

Source: Capterra
 

bobby from isdc

October 2016

October 2016

great product

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

This is a fantastic tool. It integrates perfectly with salesforce lighting. I would recommend to anyone.

Source: Capterra
 

bobby from isdc

October 2016

October 2016

great product

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

This is a fantastic tool. It integrates perfectly with salesforce lighting. I would recommend to anyone.

Source: Capterra
 

kathy from bsc

October 2016

October 2016

Kathy has review this

Ease-of-use

Functionality

Product Quality

Customer Support

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

Great software. user friendly and easy to use. Highly recommended for anyone in the industry. Thank you.

Source: Capterra
 

Tony from Insidesales.com

October 2016

October 2016

Great Product could use more functionality

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

Working through the cases is easier with this product, but I wish it would have more functionality. I would recommend using it again.

Source: Capterra
 

jay from zinai

October 2016

October 2016

Central location for daily salesforce activity

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

One central spot wher eyou can access all your salesforce data, services, plugins, websites, and interfaces. Helps protect your data and eliminate IT issues by moving to a common shared area. Training is easy, and sales departments everywhere are already familiar with the platform, meaning that ramping up new employees are easy.

Source: Capterra
 

Sheela from Salesforce

October 2016

October 2016

Overall quality is good

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Overall quality is good. Had nice customer care support .
Easyily accessible and very good support from the help desk people

Source: Capterra
 

mariflo from city of san francisco

October 2016

October 2016

salesforce

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

good for easy and a high speed searching and it gives a better features on updating the data the functionality and giving a customer support data base.

Source: Capterra
 

vijay from verizon

October 2016

October 2016

Great product to use

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

nice & easy to use. Customers are happy that prod is nice.Good to know that I need to use integration

Source: Capterra
 

sairam from Salesforce

October 2016

October 2016

Working on platform

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

The application is a good for speed and quick decisions and thus we can make the decisions so spped and accurate.

Source: Capterra
 

Paul from micromarkets

October 2016

October 2016

go go salesforce

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 just works . gives me what i need when I need it. not anything special though. what else do I say?
this is just a quick review and I don't want to say any more right now

Source: Capterra
 

Rushitaa from Comity Designs

October 2016

October 2016

Awesome service

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

satisfactory help from the salesforce help desk at dreamforce today. They have great customer service.

Source: Capterra
 

joel from McDonald fnel

October 2016

October 2016

Est Test3091006

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

Very good for keeping tabs on prospect
S; reasonably easy to use. There are certain automation features I'd like to s
We in future.

Source: Capterra