Intended for a team running small-scale support.

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

Tech and customer support were dealt with via a shared e-mail box. This led to cases being dropped and delayed. The team wanted a customer service desk solution that can be rapidly deployed in dealing with varying customers with certain requirements as well as workflow handling. Aside from that, customer relationship mamagement was being considered.

Are you a current user of this product?

Yes