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

142 Reviews of Desk.com

 

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Software Advice Reviews (50)
More Reviews (92)

Showing 1-20 of 50

Kathleya from Marketing
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Desk.com Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Desk.com Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Desk.com

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Support for Users

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Elliott from BETTER SOURCING WORLDWIDE LTD
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Easy to use lacking features

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

David from GoDoChurch
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Good to track support queries

Ease-of-use

Functionality

Product Quality

Customer 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

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
 
 

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
 
 

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
 
 

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
 
 

Anoosha from Taashee Linux services
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

One of most popular help desk solutions is Desk.com

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification
Support Channels

Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support.
Canned Responses

Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Third-Party Integrations

Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Devices Supported

Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available

Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Review Source
 
 

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.

Review Source
 
 

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.

 
 
 
Showing 1-20 of 92


May 2018

May 2018

Keep your customers happy with Desk.com

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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
 

Ilse Yolanda from 3.zero

April 2018

April 2018

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

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 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
 


March 2018

March 2018

Integrations Galore

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 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

March 2018

March 2018

Great helpdesk and customer communication option

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

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
 


February 2018

February 2018

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

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'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
 


January 2018

January 2018

Gets the job done, feels 2nd rate.

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

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.

Review Source: Capterra
 

Lester from PriceSmart

December 2017

December 2017

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

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

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.

Review Source: Capterra
 

Gabriela from Hourwise

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Value for Money

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

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.

Review Source: Capterra
 


December 2017

December 2017

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

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

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).

Review Source: Capterra
 


December 2017

December 2017

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

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

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.

Review Source: Capterra
 

Gerson Daniel from PriceSmart
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2017

December 2017

Desk.com makes our job a lot easier and it's CS team is really helpful when needed. Desk.com rocks!

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 got to have our email's interaction (with our customers) well organized. We can get through our data to send monthly reports with no problems.

Pros

It is very user friendly. My team mates and I can navigate through our system with no complications.

Cons

Not getting a pop-up message (notifications) w/o an additional feature is probably what I like least about Desk.com.

Review Source: Capterra
 

Ashley from Prevue HR

November 2017

November 2017

Straightforward 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
Pros

It is easy to use and set up workflows. The dashboards are very intuitive and show you who is working on what.

Cons

The reporting in this is just awful. Does not provide anything similar to what Saleforce provides unfortunately, and even the custom reports are bad.

Review Source: Capterra
 


November 2017

November 2017

I use desk.com as the frontline customer service software to create and manage tickets.

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

Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help.

Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.

Cons

Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration.

The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.

Review Source: Capterra
 

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.

Review 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.

Review 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.

Review 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

Review 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.

Review 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.

Review 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.

Review Source: Capterra