Price

$20

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Desk.com REVIEW

Customer Support Software

28 user reviews
USER SATISFACTION 90%
OUR SCORE 9.4

What is Desk.com?

Desk.com is one of the leading help desk software apps currently available on the market. 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 for 2015. You can try out Freshdesk for free here.

Desk (formerly Assistly) promises 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

Position of Desk.com in our main categories:

5

Desk.com is one of the top 5 Customer Support Software products

5

Desk.com is one of the top 5 Help Desk Software products

5

Desk.com is one of the top 5
Customer Support Software products

5

Desk.com is one of the top 5
Help Desk Software products


If you are considering Desk.com it may also be a good idea to analyze other subcategories of Best Customer Support Software gathered in our database of SaaS software reviews.Live Chat Software, Help Desk & Ticketing Software, Remote Support Software

Companies have unqiue wants and requirements and no software application can be ideal in such a situation. It is pointless to try to find a perfect out-of-the-box software product that fulfills all your business needs. The wise thing to do would be to customize the solution for your specific needs, employee skill levels, finances, and other elements. For these reasons, do not rush and subscribe to well-publicized popular systems. Though these may be widely used, they may not be the best fit for your specific wants. Do your research, check out each short-listed platform in detail, read a few Desk.com reviews, contact the maker for explanations, and finally settle for the application that offers what you need.

How Much Does Desk.com Cost?

Desk.com Pricing Plans:

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

We realize that when you make a decision to buy Customer Support 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.

POSITIVE SOCIAL MENTIONS

11

NEGATIVE SOCIAL MENTIONS

1

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.

Desk.com User Reviews

What are Desk.com pricing details?

Desk.com Pricing Plans:

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

User reviews


User reviews in total: 28

20
6
2
0
0

Average Rating:

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The most favorable review

Anita H.

1 month ago


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.

The least favorable review

Ramon R.

4 months ago


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.

Published 1 month ago
Verified
user
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...



What do you think about this review? Great Poor
Published 1 month ago
Verified
user
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...



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Published 1 month ago
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user
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....



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Published 2 months ago
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user
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...



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Published 2 months ago
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user
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...



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Published 2 months ago
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user
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...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
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....



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Published 2 months ago
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What do you think about this review? Great Poor
Published 2 months ago
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user
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...



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