Awesome software

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

How can you get a number of team members to share e-mails in an inbox? Desk does an incredible job making this simple. How can you associate case with a customer in such a manner that you can look into their past support history. With Desk, it's easy. Desk makes everything with automated actions and workflow rules simple to do.

Are you a current user of this product?

Yes