Effective and so easy to use.

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

We've been utilizing for end-user suport. Ticket we receive could be intended for anyone utilizing our mobile app and seeking assistance. It helped us remain focused and push through most ticket swiftly. It allows us to respond to support cases being generated from Twitter while limiting acces to reps in our Twitter account. It gave us articles that we can easily reference so users can find a way around their issues.

Are you a current user of this product?

Yes