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

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

Desk.com makes it easy for us to respond to the questions asked by the customers which come through email. For the frequently asked question, we can create a support article and send the link to this article to our customers. This saves a lot of time, as there is no need to type the same answer every time. Thus, customer support becomes easy and efficient.

Are you a current user of this product?

Yes