MENU
GET LISTED
GET LISTED
SHOW ALLPOPULAR CATEGORIES

Desk.com Review

Desk.com
Our score: 8.8 User satisfaction: 90%

What is Desk.com?

Desk.com has been one of the leading help desk software apps available on the market for the last six years. The vendor, Salesforce, however, is restructuring its platform offerings and thus it has decided to launch another program to replace Desk.com. This means that this software won’t be available anymore for new users and would be officially retired on March 20, 2020.

No. 1 spot in this category is held by Freshdesk which has a score of 9.8 and has won our Best Help Desk Software Award. You can try out Freshdesk for free here.

Desk (formerly Assistly) for those who are still using it has been a fast, easy way to deliver “heroic” customer service. It is geared towards SMEs, but is also powerful and comprehensive for large enterprises.

Customer conversations are collated in one channel where your team can collaborate to handle, prioritize, personalize, and manage responses with efficiency to satisfy customer concerns via email, phone, chat, and social media. Add or remove part-time agents when needed and track and engage customer sentiments with fully integrated social media tools.

Integration with Social Media: fifty percent of Internet users visit a social network every day, and many look for customer support there. Deskhelps you monitor the customer experience on social networks and solve problems where customers live and play. For example, you can provide social support via Facebook Private Messaging.

Enjoy mobility with Android, iOS, BlackBerry Desk apps or mobile browser version.

Overview of Desk.com Benefits

Read on to learn about the numerous Desk benefits:

View and answer all customer inquiries in one spot

No need to switch windows and tools with the Universal Inbox access to email, Twitter, Facebook, chat, phone and discussion boards. It is as easy as using your own email, only more powerful and encompassing.

Never miss a case again

Desk collects all customer interactions from all channels–phone, email, social networks, chat–that your agents can easily monitor and respond to. It allows you to skip reading each email by categorizing them with Case Filters using labels or custom fields. Tracking status and priority cases is also made easier.

Help customers help themselves

Create your own custom Support Center with the Desk editor, choosing your color, contact forms or even fully tweak the design with CSS and HTML to match your website. The Content Manager allows you to update and customize the Support Center for different brands without having to wait for an I.T. staff. Likewise, add built-in community discussions feature to your website.

Be more productive

Create rules to speed up customer support, including auto assignment of tasks, set case’ status, role associations, and priority setting. Use Macros to issue standard response or perform simultaneous actions. Select all cases to change status or owner with one action. Use badges to reward performance and motivate employees.

Customer profiles

Associate customer history like past or pending issues, contact and company data in every case so your agents can personalize response. Tap Sales Cloud within Desk to view or act on customer information in real time.

Get at-a-glance summary of all key metrics

Desk has intuitive dashboard that delivers week over week or month over month analytics and analyze outliers. Measure at once agent performance for resolved or pending cases. Customize customer reports to focus on your priorities.

Enjoy multi-lingual customer support

Respond and impress customers in their native language with about 36 languages and variations accessible via the intelligent content management tool. Assign languages to agents based on fluency for maximum outcome.

Mobile

Bring Desk with you on location whenever or wherever you have Internet connectivity. Supports iPad/iPhone, Android and Blackberry devices. Mobile features include Reply by Email, Notifications, Pocket Power and Mobile Support Center.

Salesforce integration

Desk is synced with Salesforce allowing sales and support teams to share the same holistic view of a customer resulting in consistent service and deliverables.

Overview of Desk.com Features

Universal Inbox
  • Email
  • Twitter/Facebook
  • Live chat window
  • Phone
  • Community discussions
Case management
  • Case filters and business rules to organize priorities and queues
  • Escalation and case tracking
  • Labels and notes for sorting
Support Center
  • Custom branding
  • Content management for non-IT user
  • Multi-brand support
Productivity
  • Business rules for auto tasking
  • Macros to perform simultaneous actions
  • Bulk updating
  • Reward system
Customer profiles
  • Customer history in one place
  • Salesforce integration
Business insights
  • Preconfigured reports
  • Agents performance reports
  • Customizable reports
Multi-lingual support
  • 36 languages including English, Spanish, Chinese and Portuguese variations
Mobile
  • iOS
  • Android
  • BlackBerry
  • Mobile browser

Desk.com Position In Our Categories

Knowing that companies have distinctive business-related needs, it is prudent they avoid selecting a one-size-fits-all, “perfect” system. Be that as it may, it would be hard to pinpoint such an app even among well-known software systems. The practical step to undertake would be to make a list of the different major aspects that entail scrutiny including key features, budget, skill competence of the employees, organizational size, etc. Thereafter, you must perform your research systematically. Read some Desk.com evaluations and look into the other software products in your list more closely. Such well-rounded research guarantee you stay away from ill-fitting apps and pay for the system which includes all the benefits your business requires.

Position of Desk.com in our main categories:

TOP 50

Desk.com is one of the top 50 Customer Support Software products

TOP 20

Desk.com is one of the 20 Help Desk Software products

If you are interested in Desk.com it could also be a good idea to examine other subcategories of Help Desk Software listed in our base of B2B software reviews.

Each organization has different requirements and requires a software that can be personalized for their size, type of workers and buyers, and the specific industry they are in. For these reasons, no software can offer perfect functionality off-the-shelf. When you look for a software product, first be sure what you need it for. Read some Desk.com Help Desk Software reviews and ask yourself do you want basic tools or do you require advanced functionality? Are there any industry-specific features that you are seeking? Obtain the answers to these queries to assist your search. There are plenty of aspects that you need to consider and these include your budget, specific business needs, your company size, integration needs etc. Take your time, try out a few free trials, and finally zero in on the system that offers all that you need to boost your firm efficiency and productivity.

How Much Does Desk.com Cost?

Desk.com Pricing Plans:

Free Trial

Standard

$20/month

Pro

$60/month

Business

$100/month

Desk offers three SMB and enterprise pricing plans, and a free trial users can check to familiarize with its features and functions. You can upgrade/downgrade at any time, but your prepaid plan cannot be credited or refunded in the case of downgrade. You can pay monthly or annually. Visa, Amex and MasterCard accepted.

Give the details a look, and select the best plan for your company:

Standard – $20/month (billed annually)

  • Multi-channel support
  • Self-service support
  • Agent productivity tools
  • Support performance reporting
  • Knowledge base
  • Workflow and automation
  • Desk.com support
  • Easy integrations

Pro – $60/month (billed annually)

  • All features from the Standard plan
  • Desk Connect for Salesforce
  • Advanced reporting and analytics
  • Multibrand self-service support
  • Open CTI (telephony)
  • Native CSAT scores
  • More multilingual support
  • Customize page layouts

Business – $100/month (billed annually)

  • All features from the Pro plan
  • Custom interactive dashboards
  • Advanced integrations and workflow
  • Custom agent roles & permissions
  • Customer Health Monitor
  • SSO for agents & admins
  • Unlimited multibrand support
  • Unlimited page layouts

User Satisfaction

Positive Social Media Mentions 11
Negative Social Media Mentions 1

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Desk.com reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Desk.com. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

Popular Desk.com Alternatives

Top Competitors To Desk.com By Price

Trending Help Desk Software Reviews

Product name:
Score:
Satisfaction:
8.0
95%
8.0
90%

Desk.com Comparisons

Desk.com user reviews

I use desk.com to generate and maintain the knowledge base that we use for our customers.

Read full review >
Aubrey
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.09.2019 Company Size: More than 100 Employees Industry: Marketing and advertising

It has been remarkably beneficial for the customer support needs of our company.

Read full review >
Charlotte
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.09.2019 Company Size: 1-10 Employees Industry: Information Technology

Effective and so easy to use.

Read full review >
Abe
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.09.2019 Company Size: More than 100 Employees Industry: Information Technology

Desk.com is excellent for both types of business, either large or small.

Read full review >
Frances
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2018 Company Size: More than 100 Employees Industry: Furniture

Reporting and ticketing management is good; help site could use some improvement.

Read full review >
Wanda
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.09.2018 Company Size: 11-50 Employees Industry: Computer Software

What are Desk.com pricing details?

Desk.com Pricing Plans:

Free Trial

Standard

$20/month

Pro

$60/month

Business

$100/month

Desk offers three SMB and enterprise pricing plans, and a free trial users can check to familiarize with its features and functions. You can upgrade/downgrade at any time, but your prepaid plan cannot be credited or refunded in the case of downgrade. You can pay monthly or annually. Visa, Amex and MasterCard accepted.

Give the details a look, and select the best plan for your company:

Standard – $20/month (billed annually)

  • Multi-channel support
  • Self-service support
  • Agent productivity tools
  • Support performance reporting
  • Knowledge base
  • Workflow and automation
  • Desk.com support
  • Easy integrations

Pro – $60/month (billed annually)

  • All features from the Standard plan
  • Desk Connect for Salesforce
  • Advanced reporting and analytics
  • Multibrand self-service support
  • Open CTI (telephony)
  • Native CSAT scores
  • More multilingual support
  • Customize page layouts

Business – $100/month (billed annually)

  • All features from the Pro plan
  • Custom interactive dashboards
  • Advanced integrations and workflow
  • Custom agent roles & permissions
  • Customer Health Monitor
  • SSO for agents & admins
  • Unlimited multibrand support
  • Unlimited page layouts

What integrations are available for Desk.com?

Add-Ons

  • Content Rating for Support Center
  • Contact Form for Support Center

Integrations

  • Salesforce
  • MailChimp
  • CampFire
  • TalkDesk
  • Twilio
  • flowdock
  • Atlassian HipChat
  • PagerDuty
  • GTalk
  • Web Hooks
  • JIRA
  • HipMob
  • UserLike
  • Zapier
  • Klaviyo
  • Zenbox
  • Snap Engage
  • Live Chat
  • Olark
  • Lexity
  • Cloud Work
  • Right Signature
  • Nicereply
  • Verbalize it
  • Cirrus Insight
  • Viral Heat
  • Customer Thermometer
  • Panorama 9
  • Preact
  • REST APIs to integrate your own apps

Desk.com average rating:

Average score
5/5 (28 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Abe

PROS: I love using Desk.com since it's really easy when it comes to automation and streamlining support. If your product happens to be made in such a way where support tickets are direct and won't require numerous workflow steps, Desk functions exactly like it says on the tin. Options are limited. But it functions quickly. It lets you carry out certain basic automation for repetitive work so your reps can spendin more time troubleshooting.

CONS: From time to time, simplicity would get in the way if you intend to work on something complex. Dealing with code for supports forms and other was rather confusing.

Reviewed 5 months ago

Read full review >

The least favorable review

Ramon

PROS: Desk always provides us with the best way to interact with and respond to our customers. It provides us a very easy platform that helps in automatically assigning some particular cases to a particular category of people, so as solutions can be sought. Also, sometimes, the cases can automatically be solved. For the purpose of referencing we can also get an easy access t the entire history of the customer. The best thing is, the desk.com support team is very responsive and fun to talk to.

CONS: Handling the business insights is easy but this feature is not customizable. To make the most out of the business insights, it would be better if it becomes more customizable. For instance, right now, it is not possible to send a report to a particular user via email. The time for handling the cases cannot be limited to the working hours of business which is a great problem. A few rule limitations have proven out to be greatly frustrating. The agent console is usually very slow when used with the feature of bulk open/bulk update. At times the users are locked out of the cases on which they’re working.

Reviewed 2 years ago

Read full review >

More reviews from 28 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

I use desk.com to generate and maintain the knowledge base that we use for our customers.

Read full review >
Aubrey
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.09.2019 Company Size: More than 100 Employees Industry: Marketing and advertising

PROS: I love desk.com because it is handy for me to make my detailed ‘How to’ tutorials and share them with the help of text and screenshots. My efforts have been greatly reduced as I can share my work using one link over again and there is no need to write and re-write explanations repeatedly.

CONS: One thing that I didn’t like in desk.com is that I wasn’t able to completely utilize the full support capability. Also, I wasn’t able to devote my time in doing up the old support articles. While using desk.com we usually use email to respond to the requests of our prospective and existing customers which is not a convenient way to report and track the frequent issues that are coming.

What do you think about this review? Great Poor

It has been remarkably beneficial for the customer support needs of our company.

Read full review >
Charlotte
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.09.2019 Company Size: 1-10 Employees Industry: Information Technology

PROS: The thing that I like the most is that with Desk, I am able to get all the support tickets in one inbox and I can even sort them in categories. To handle all of our tickets from various sources like websites, facebook, twitter, incoming calls and many more, filters and custom fields can be set up that make things very handy. The best thing is to see the source of all the support tickets. It is quite easy to know what issues are coming and what solutions must be provided, with the help of business insights.

CONS: A better spam control system must be introduced. In the inbox, no filters can be added for the messages and so, there can be a lot of spam in the inbox because the support email of the business can be taken from anywhere around the internet. At present there is only the provision of using only macros on people, to add them in the spam list. I am looking forward to better spam blocking systems.

What do you think about this review? Great Poor

Effective and so easy to use.

Read full review >
Abe
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.09.2019 Company Size: More than 100 Employees Industry: Information Technology

PROS: I love using Desk.com since it's really easy when it comes to automation and streamlining support. If your product happens to be made in such a way where support tickets are direct and won't require numerous workflow steps, Desk functions exactly like it says on the tin. Options are limited. But it functions quickly. It lets you carry out certain basic automation for repetitive work so your reps can spendin more time troubleshooting.

CONS: From time to time, simplicity would get in the way if you intend to work on something complex. Dealing with code for supports forms and other was rather confusing.

What do you think about this review? Great Poor

Desk.com is excellent for both types of business, either large or small.

Read full review >
Frances
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2018 Company Size: More than 100 Employees Industry: Furniture

PROS: Our team uses desk.com for supporting our customers of online shopping website. It is a very flexible and strong platform. On the basis of the keywords of the messages sent to us, we take out the tickets from the emails. We use the rules for assigning each ticket to the suitable category and by this way; the tickets can also be marked as urgent. Responding to the routine concerns has been made very handy by Macros. The iPhone app is also used by us to deliver best services to our customers, anytime and anywhere. Also, the new Agent Desktop is a great addition and is very helpful. Personalized responses can easily be delivered with the use of the Liquid template language and by the use of it, dynamic macros are created that helps delivering such responses without much effort.

CONS: We use Shopify as our store platform and one another service used by us called the Zapier.com that helps us keeping an assortment of apps together. Both these platforms need a better integration to work well with desk.com. With an addition of one customer at Shopify, a customer is automatically created at Desk.com and thus the request of the customers for free samples created a ticket for reporting on. We would also recommend desk.com to allow the customization of the intake form, so not much knowledge for CSS is needed.

What do you think about this review? Great Poor

Reporting and ticketing management is good; help site could use some improvement.

Read full review >
Wanda
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.09.2018 Company Size: 11-50 Employees Industry: Computer Software

PROS: Desk.com is one great way in helping us manage support tickets with our current team. It also does a fantastic job with tracking user details and custom labels. Reporting tool improvements was fantastic. It greatly enhanceed our executive-leve custom support ticket reporting. It eradicated the time in getting all reports to be done manually on Excel.

CONS: In terms of the site's standard template, it's not that great. Even if it's simple to make articles with limited knowledge of HTML, it can be challenging in designing a site without making use of internal technical resources, getting charged with Desk.com fees, or hiring a designer. Options were less than stellar especially when we're just a small-scale startup. Our Outlook intergration has some bugs that took several support tickets to finally get around the problem. Support for minor problems is good but when they fail to meet the standards when something serious happens.

What do you think about this review? Great Poor

Desk.com is the best!

Read full review >
Barbara
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.06.2018 Company Size: More than 100 Employees Industry: Unavailable

PROS: I just love working with desk! It is very fast, competent and an insightful system. The best thing is that you can keep a record and track of all the cases in a much easier way as compared to your email inbox. You can also keep a track on who is handling the case and how long has the case been with your system. The feature of putting the help articles on the website has solved a great problem as the customers can get their answers through these articles, before even contacting us. Our phone calls have been cut down and the company has become very efficient and we’re enjoying our achievements!

CONS: According to me, the only problem is that when customers reply to a resolved case, the case is still shown with the other open cases and isn’t marked unresolved itself. For this, you will still have to examine the email inbox.

What do you think about this review? Great Poor

Influential customer service tools making the reporting easier.

Read full review >
Eileen
3/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 28.05.2018 Company Size: 11-50 Employees Industry: E-Learning

PROS: Desk always provides us with the best way to interact with and respond to our customers. It provides us a very easy platform that helps in automatically assigning some particular cases to a particular category of people, so as solutions can be sought. Also, sometimes, the cases can automatically be solved. For the purpose of referencing we can also get an easy access t the entire history of the customer. The best thing is, the desk.com support team is very responsive and fun to talk to.

CONS: Handling the business insights is easy but this feature is not customizable. To make the most out of the business insights, it would be better if it becomes more customizable. For instance, right now, it is not possible to send a report to a particular user via email. The time for handling the cases cannot be limited to the working hours of business which is a great problem. A few rule limitations have proven out to be greatly frustrating. The agent console is usually very slow when used with the feature of bulk open/bulk update. At times the users are locked out of the cases on which they’re working.

What do you think about this review? Great Poor

A fantastic CRM tool and desk support.if you’re aiming for the skies!

Read full review >
Christine
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.05.2018 Company Size: More than 100 Employees Industry: Internet

PROS: I like how it's simple to utilize. There's no need to spend a lot in engineering hours and development. I'm able to have the system configured immediately. I like utilizing its customization features. Tracking my team and customers while imparting world class solutions and practices has never been this seamless!

CONS: It'd be nice to have further automated phone integration via Desk with other third-party service providers. We currently utilize RingCentral (a well known phone system), and this has no support. That means logging phone cases can be a daunting task. It'd be nice to API and have this opened or have some kind of a built-in product solution. This would give relief same as that of its latest CSAT functionality.

What do you think about this review? Great Poor

Desk.com is the best!

Read full review >
Ryan
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.05.2018 Company Size: More than 100 Employees Industry: Unavailable

PROS: I just love working with desk! It is very fast, competent and an insightful system. The best thing is that you can keep a record and track of all the cases in a much easier way as compared to your email inbox. You can also keep a track on who is handling the case and how long has the case been with your system. The feature of putting the help articles on the website has solved a great problem as the customers can get their answers through these articles, before even contacting us. Our phone calls have been cut down and the company has become very efficient and we’re enjoying our achievements!

CONS: According to me, the only problem is that when customers reply to a resolved case, the case is still shown with the other open cases and isn’t marked unresolved itself. For this, you will still have to examine the email inbox.

What do you think about this review? Great Poor

Customer management made simpler by the easy-to-use Desk.

Read full review >
Lisa
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.05.2018 Company Size: More than 100 Employees Industry: Wholesale

PROS: The thing I like the most is that with desk, we can easily keep all the correspondence with customers in one place. The labeling of cases makes it handy to see what kind of customers are trying to reach us. It is also very easy to keep the record of the current and past conversations with the customers. The nicest feature is the accessibility of all the agents to all the cases, no matter who handled it before.

CONS: It is frustrating that when there is a need to show our customers something, desk fails to copy and paste the images or snippets directly into the emails. It would be greatly helpful if this feature is added as I often feel the need of it. Saving them and sending them as attachments takes up a lot of time.

What do you think about this review? Great Poor

The best customer support/CRM tool if you want to achieve success in your business!

Read full review >
Tracy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.05.2018 Company Size: More than 100 Employees Industry: Internet

PROS: The thing I like the most is the easy usage without dedicating much time in development and engineering. I loved the easiness to arrange the system and the customization options which are available with it, like the macros, rules, business insights etc. the problem solving and communicating with customers along with keeping the record of my agents and customers has been made very handy.

CONS: There must be an introduction to a more simplified and automatic phone integration along with a more number of third party providers. Logging the phone cases has been dreary for us as our phone system; the RingCentral is not supported, besides being a very popular system. I would like to see if there is an API opened for this or an in-built solution can be provided just as the new CSAT feature.

What do you think about this review? Great Poor

Proved out to be the best solution for us

Read full review >
Katrina
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.05.2018 Company Size: 11-50 Employees Industry: Internet

PROS: Actually, we went to utilize the filters so that no case is left out. This has made us very efficient and with our growing team, desk.com seems to be growing too. Along with the filters and labels, we also love the knowledge base. With the help of the predictive articles, we have been able to deflect a great number of cases. We always advice our customers, that instead of sending us the emails they can log a case page. The interaction with the Desk team is always enjoyable. I got the chance to speak with the team at some events and they always turn out to be great people. I like the idea of getting along with such good people.

CONS: Desk can work on the visual editor to make it better, although no visual editor has ever been perfect. As emails are not used on a regular basis, it is a little confusing to find out where the emails are located. The rule to send the emails is also a little confusing.

What do you think about this review? Great Poor

Brilliant, especially for startups!

Read full review >
Nadine
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.05.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Desk.com has benefited our startup in two ways that are great features and pricing. Being a startup, we don’t have much support load from our customers like that of the bigger organizations but using the tools of desk has given us great benefits. As per me, the best feature that Desk offers is that it keeps a complete track of the interaction with customers. Thus, the communications with customers become more personal and we don’t lose the track of old responses.

CONS: Just like any other service or product, Desk has some drawbacks too and the worst one that we faced was when the iPhone app failed to save and send the responses without any alert. For a few days, our team was under the conception that the answers to the queries of the customers have been send when in reality the answers weren’t sent at all. But the Desk.com managed to overcome the problem soon.

What do you think about this review? Great Poor

Best suited for startups.

Read full review >
Sarah
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.05.2018 Company Size: 11-50 Employees Industry: Information Technology

PROS: Desk can be considered as one of the most viable and efficient suites which are available for ticket handling. Before choosing Desk, we went through a great variety of options and I am so glad that we chose it. The product has been a pleasant one till date. The best thing according to me is the customization options available with the cases, customers, companies and labels. We watched a Desk webinar a little while ago that provided us a lot of information about the new products. Among the new products, we admire the Desk Connect that provides the bi-directional Desk/Salesforce Sync. It has been greatly helpful for the support and sales team to work together. All issues related to Desk have been duly solved by the Desk team.

CONS: It is sometimes difficult to identify some of the settings. Sometimes it’s confusing where to look for things. JavaScript issues arise sometimes but they can be fixed by logging out and logging in again or by refreshing the page. The reporting system is a little slow and we are looking forward for it to get fixed.

What do you think about this review? Great Poor

Influential customer service tools making the reporting easier.

Read full review >
Ramon
3/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 26.04.2018 Company Size: 11-50 Employees Industry: E-Learning

PROS: Desk always provides us with the best way to interact with and respond to our customers. It provides us a very easy platform that helps in automatically assigning some particular cases to a particular category of people, so as solutions can be sought. Also, sometimes, the cases can automatically be solved. For the purpose of referencing we can also get an easy access t the entire history of the customer. The best thing is, the desk.com support team is very responsive and fun to talk to.

CONS: Handling the business insights is easy but this feature is not customizable. To make the most out of the business insights, it would be better if it becomes more customizable. For instance, right now, it is not possible to send a report to a particular user via email. The time for handling the cases cannot be limited to the working hours of business which is a great problem. A few rule limitations have proven out to be greatly frustrating. The agent console is usually very slow when used with the feature of bulk open/bulk update. At times the users are locked out of the cases on which they’re working.

What do you think about this review? Great Poor

Proved out to be the best solution for us

Read full review >
Adrian
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 25.04.2018 Company Size: 11-50 Employees Industry: Internet

PROS: Actually, we went to utilize the filters so that no case is left out. This has made us very efficient and with our growing team, desk.com seems to be growing too. Along with the filters and labels, we also love the knowledge base. With the help of the predictive articles, we have been able to deflect a great number of cases. We always advice our customers, that instead of sending us the emails they can log a case page. The interaction with the Desk team is always enjoyable. I got the chance to speak with the team at some events and they always turn out to be great people. I like the idea of getting along with such good people.

CONS: Desk can work on the visual editor to make it better, although no visual editor has ever been perfect. As emails are not used on a regular basis, it is a little confusing to find out where the emails are located. The rule to send the emails is also a little confusing.

What do you think about this review? Great Poor

It made me more productive than ever.

Read full review >
Patsy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.04.2018 Company Size: More than 100 Employees Industry: Education Management

PROS: I like just about every feature being offered in Desk. I like how it fits and functions around my e-mail system. Having the possiblity in moving a ticket to another agent. It's able to get me to realize and understand everything. I can see what I need to do and what was being done.

CONS: I'd like to get further statistics regarding our work. I feel we don't have much since we don't own the largest plan. So it's understandable that I could have plenty more.

What do you think about this review? Great Poor

Desk.com is excellent for both types of business, either large or small

Read full review >
Stephen
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.04.2018 Company Size: More than 100 Employees Industry: Furniture

PROS: Our team uses desk.com for supporting our customers of an online shopping website. It is a very flexible and strong platform. On the basis of the keywords of the messages sent to us, we take out the tickets from the emails. We use the rules for assigning each ticket to the suitable category this way; the tickets can also be marked as urgent. Responding to our routine concerns has been made very quickly by their support team. The iPhone app is also used by us to deliver best services to our customers, anytime and anywhere. Also, the new Agent Desktop is a great addition and is very helpful. Personalized responses can easily be delivered with the use of the Liquid template language and by the use of it, dynamic macros are created that helps delivering such responses without much effort.

CONS: We use Shopify as our store platform and one another service used by us called the Zapier.com that helps us keep an assortment of apps together. Both these platforms need a better integration to work well with desk.com. With an addition of one customer at Shopify, a customer is automatically created at Desk.com and thus the request of the customers for free samples created a ticket for reporting. We would also recommend desk.com to allow the customization of the intake form, so not much knowledge for CSS is needed.

What do you think about this review? Great Poor

It has been remarkably beneficial for the customer support needs of our company.

Read full review >
Leah
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.04.2018 Company Size: 1-10 Employees Industry: Information Technology

PROS: The thing that I like the most is that with Desk, I am able to get all the support tickets in one inbox and I can even sort them in categories. To handle all of our tickets from various sources like websites, facebook, twitter, incoming calls and many more, filters and custom fields can be set up that make things very handy. The best thing is to see the source of all the support tickets. It is quite easy to know what issues are coming and what solutions must be provided, with the help of business insights.

CONS: A better spam control system must be introduced. In the inbox, no filters can be added for the messages and so, there can be a lot of spam in the inbox because the support email of the business can be taken from anywhere around the internet. At present there is only the provision of using only macros on people, to add them in the spam list. I am looking forward to better spam blocking systems.

What do you think about this review? Great Poor

I use desk.com to generate and maintain the knowledge base that we use for our customers.

Read full review >
Emma
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 15.03.2018 Company Size: More than 100 Employees Industry: Marketing and advertising

PROS: I love desk.com because it is handy for me to make my detailed ‘How to’ tutorials and share them with the help of text and screenshots. My efforts have been greatly reduced as I can share my work using one link over again and there is no need to write and re-write explanations repeatedly.

CONS: One thing that I didn’t like in desk.com is that I wasn’t able to completely utilize the full support capability. Also, I wasn’t able to devote my time in doing up the old support articles. While using desk.com we usually use email to respond to the requests of our prospective and existing customers which is not a convenient way to report and track the frequent issues that are coming.

What do you think about this review? Great Poor

Brilliant, especially for startups!

Read full review >
Virgil
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.03.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Desk.com has benefited our startup in two ways that are great features and pricing. Being a startup, we don’t have much support load from our customers like that of the bigger organizations but using the tools of desk has given us great benefits. As per me, the best feature that Desk offers is that it keeps a complete track of the interaction with customers. Thus, the communications with customers become more personal and we don’t lose the track of old responses.

CONS: Just like any other service or product, Desk has some drawbacks too and the worst one that we faced was when the iPhone app failed to save and send the responses without any alert. For a few days, our team was under the conception that the answers to the queries of the customers have been send when in reality the answers weren’t sent at all. But the Desk.com managed to overcome the problem soon.

What do you think about this review? Great Poor

Our ideal solution.

Read full review >
Frank
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.02.2018 Company Size: 11-50 Employees Industry: Internet

PROS: We make use of the filters. This ensures nothing goes through the cracks. We're now operating eficiently. Desk matured with us as our team grew. We like its knowledge base.

CONS: In terms of its visual editor, it could use some enhancements. But then again, there's really no visual editor that operates flawlessly. At times, I'm confused as to where e-mails are kept versus that of rules being sent to such e-mails. This is only due to it not being utilized regularly.

What do you think about this review? Great Poor

Nothing but great things!

Read full review >
Anita
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.01.2018 Company Size: More than 100 Employees Industry: Unavailable

PROS: I like using Desk! It functions efficiently. It's both intuitive and speedy. I like how you're able to track cases a lot simpler compared to an e-mail inbox. You get to precisely know the person in charge of a case, and the time it's been in the system. I feel acquiring help articles on our site is flat out exceptional.

CONS: The only issue I came across thus far is that whenever a customer replies back to a case that was resolved, the case won't "unresolve" on its own. It'll show back up with other open cases. I was able to spot them since I constantly look into my inbox where our cases were sourced from.

What do you think about this review? Great Poor

Awesome software

Read full review >
Tom
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.01.2018 Company Size: More than 100 Employees Industry: Internet

PROS: As a support team director, Desk has made it a lot simpler for my team to view which action items are immediate. We give credit to the filter in showcasing cases assigned to every agent and from within the Open status. I've made other filters for those with highest priority tickets. Salesforce is being used by my organization in the side of sales. So we made rules within Desk to make new cases a priority according to the company that handed out the case.

CONS: I'm really sorry, Desk. But we prefer the classic interface compared to your own Next Gen Agent. We run into issues whenever we customize data sharing with Salesforce. Customer forus were never that great. They don't really label them as forums though.

What do you think about this review? Great Poor

Help desk support that’s affordably priced for everyone.

Read full review >
Roosevelt
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.01.2018 Company Size: More than 100 Employees Industry: Insurance

PROS: I like how easy it is to set up Desk.com. My agents can't get enough of its simple UI. It does everything we want it to. It's great in terms of help desk resolutions. Desk.com allows user to create their own self-service support armed with knowledge cases for a number of brands.

CONS: The app appears to be a little too simplistic. It's not as integrated as I'd prefer it to be. I was hoping it possesses further admin functionality for us to improve customer support. At times, the app would post twice when ever you click "submit" a number of times.

What do you think about this review? Great Poor

Best suited for startups.

Read full review >
Harriet
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 31.12.2017 Company Size: 11-50 Employees Industry: Information Technology

PROS: Desk can be considered as one of the most viable and efficient suites which are available for ticket handling. Before choosing Desk, we went through a great variety of options and I am so glad that we chose it. The product has been a pleasant one till date. The best thing according to me is the customization options available with the cases, customers, companies and labels. We watched a Desk webinar a little while ago that provided us a lot of information about the new products. Among the new products, we admire the Desk Connect that provides the bi-directional Desk/Salesforce Sync. It has been greatly helpful for the support and sales team to work together. All issues related to Desk have been duly solved by the Desk team.

CONS: It is sometimes difficult to identify some of the settings. Sometimes it’s confusing where to look for things. JavaScript issues arise sometimes but they can be fixed by logging out and logging in again or by refreshing the page. The reporting system is a little slow and we are looking forward for it to get fixed.

What do you think about this review? Great Poor

The best customer support/CRM tool if you want to achieve success in your business!

Read full review >
Joseph
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.12.2017 Company Size: More than 100 Employees Industry: Internet

PROS: The thing I like the most is the easy usage without dedicating much time in development and engineering. I loved the easiness to arrange the system and the customization options which are available with it, like the macros, rules, business insights etc. the problem solving and communicating with customers along with keeping the record of my agents and customers has been made very handy.

CONS: There must be an introduction to a more simplified and automatic phone integration along with a more number of third party providers. Logging the phone cases has been dreary for us as our phone system; the RingCentral is not supported, besides being a very popular system. I would like to see if there is an API opened for this or an in-built solution can be provided just as the new CSAT feature.

What do you think about this review? Great Poor

Intended for a team running small-scale support.

Read full review >
Rudy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 20.12.2017 Company Size: More than 100 Employees Industry: Higher Education

PROS: The main reason for picking Desk.com compared to its competitors was its minimal entry barrier. I was need in need of a quick rollout for smaller junior support agents. It was critical in setting up custom fields and workflows with low-entry barrier for admins and easy usage for agents. It was also essential for functionality to be kept open and refined as the team continues to grow. The SalesForce backend is one key piece for ongoing management relationship.

CONS: The component of knowledge base is usable and robust. But it showcases challenges to content creators who aren't very technical. Its data analytics engine functioned admirably well. But improvements could be made in reporting among/against case fields that have been customized. It's a bit of a challenge gathering different insights.

What do you think about this review? Great Poor
women man women man man women

Join a community of 7,369 SaaS experts

Thank you for the time you take to leave a quick review of this software. Our community and review base is constantly developing because of experts like you, who are willing to share their experience and knowledge with others to help them make more informed buying decisions.

Sign in with LinkedIn Why we require LinkedIn?
  • Show the community that you're an actual user.
  • We will only show your name and profile image in your review.
  • You can still post your review anonymously.

OR

Sign in with company email

Sign in with company email

Reviewed By Nestor Gilbert
Page last modified
Did you find this review useful?
Yes No

Thank you for your feedback

How can we make this page better?

Unsure about this software?
FIND ALTERNATIVES
TOP

Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

No time for detailed research?

Check out our comparison of TOP 3 help desk solutions.

Award Zendesk
Check Who Stands Out
Arrow