Desk.com (discontinued)

Score8.3 out of 10

81 Reviews and Ratings

Community insights

TrustRadius Insights for Desk.com (discontinued) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Intuitive User Interface: Users have consistently praised Desk.com's intuitive user interface, with multiple reviewers stating that it is highly intuitive and easy to use. The user-friendly nature of the interface, which resembles a normal email platform, facilitates quick adoption and ease of use. This has helped users navigate the software effortlessly and perform tasks efficiently.

Flexible Customization Options: Many users appreciate Desk.com's customization capabilities, with several reviewers mentioning that they value the ability to tailor the software to their specific business requirements. The software allows for easy customization, including setting up email templates, macros, and information sites specific to each user's needs. This flexibility not only enables users to adapt the software as their business evolves but also easily integrate it with other platforms.

Efficient Case Handling: Reviewers frequently highlight Desk.com's efficient case handling capabilities as a key advantage of the software. They find features such as responding to emails, adding notes, and filtering cases based on custom parameters helpful in streamlining their customer support operations. By being able to add notes and filter cases based on specific parameters, users are able to enhance productivity and ensure effective communication and collaboration within their support team.

Reviews

38 Reviews

Plug and play!!

Rating: 10 out of 10

Incentivized

July 18, 2022

Use Cases and Deployment Scope

As a Salesforce consultant got a chance to work to support customers and develop automated chatbots. I was able to personalise customer support on workflows with the flexibility of drag and drop where we can connect/Integrate multiple systems like Dropbox and many plug-and-play apps from salesforce AppExchange.

Pros

Automating redundant tasks
Increased productivity
Personalised service

Cons

More chatbot features need to be added.
Inbuilt templates for Customer support for closing issues.
More number of plug and play applications.

Likelihood to Recommend

We can select features based on company size and choose solutions for which we opt to. This mainly helps small businesses a lot where we can automate admin tasks which leads to increased productivity so the team can get back to us with the best solutions to help customers on what matters the most!

Verified User

Consultant in Information Technology (5001-10,000 employees)

Vetted Review

2 years of experience

Desk.com is great but it takes some time to learn how to use it

Rating: 9 out of 10

Incentivized

July 13, 2022

Use Cases and Deployment Scope

We are an international education company. We use Desk.com for almost everything that has to do with students and their situation. With Desk.com we also manage housing, activities and courses. In short, we use it for almost everything on a daily basis. Desk.com helps us update information about all the actors involve in the process of international education and it is very efficient in doing so.

Pros

update student information and daily circumstances
communicate about participants globally
organize course information and professors

Cons

It would be nice if Desk.com could be more intuitive
It would be nice to find tutorials easily and keep them brief

Likelihood to Recommend

Desk.com is well suited for most of the things we need to do since it allows to house a ton of information that we need to access from different sites around the world. This is really good to track progress of programs, courses, students, professors and all other vendors we work with. It is not very suited when you need information fast and don't know how to use any of the features.

Carolina Zumaglini

Academic Coordinator at Universidad Catolica Argentina y CALP (1001-5000 employees)

Vetted Review

2 years of experience

Choose Desk.com today

Rating: 10 out of 10

Incentivized

July 12, 2022

Use Cases and Deployment Scope

Our company uses Desk.com mainly to handle the service level of customer success. Our customers are able to create cases (same as tickets) or raise a concern through their customer portal and Desk.com would filter these cases or concerns to the relevant department. Recently we have been able to filter incoming emails using Desk.com.

Pros

Save cases (tickets) for future reference
The merging of cases (tickets)
Desk.com helps with customer self service

Cons

Attachments sent in email are not loaded clearly
Nothing else so far, everything else is okay

Likelihood to Recommend

I Rated Desk.com a 10 because of the many functionalities that it has. The Fast email notification. ticket management and Multichannel integration are just a few of the amazing features it has. These features have helped our company. Our service level has drastically improved since we began to use Desk.com

Verified User

Employee in Customer Service (201-500 employees)

Vetted Review

2 years of experience

Salesforce, please combine platforms & stop splicing!

Rating: 3 out of 10

Incentivized

July 9, 2022

Use Cases and Deployment Scope

Was supposed to provide support which seemed like it should have already been included in our salesforce platforms we signed onto. I wasn’t a big fan of all the add ones required to successfully use salesforce across the board. Getting immediate help was a plus but considering this (Desk.com) no longer exists they saw that the setup was wrong.

Pros

Sass
Immediate response
Ease of use

Cons

Combine programs
Stop making businesses pay for help
Increase communication and response time to help tickets

Likelihood to Recommend

Again, I do feel the response times were good but my beef is the fact that Salesforce continues to splice their products and offering among some at platforms, then they force you to pay extra to get help when issues arise from my experience. It’s no surprise Desk.com folded into any other platform, If only they’d do that with others.

Verified User

Manager (1001-5000 employees)

Vetted Review

2 years of experience

Very good tool for Customer support agents - A must have solution to grow your business

Rating: 9 out of 10

Incentivized

July 6, 2022

Use Cases and Deployment Scope

I was handling a call center team back in 2018 and at that time our company was looking for an easy solution which can make life easier and work effective enough in terms of handling the customer data. At that time we were looking for a solution and introduced by a team member this software and I must say it really made the lives of our emnploy much easier

Pros

handling customer enquiries
customer data
user interface

Cons

user interface is good but sometimes it slow down
integration should be an easy process rather than so many steps

Likelihood to Recommend

When it is set up, the rest of the process of using it is easy for employees. The only drawback that I must mention is the support system from the desk.com team. they don't resolve our queries regarding the tool quickly. On the other hand there are same solutions which can be integrated the same way and the support system is super cool

Verified User

Analyst in Social Media (501-1000 employees)

Vetted Review

2 years of experience

A not so good CRM Support software.

Rating: 6 out of 10

Incentivized

July 5, 2022

Use Cases and Deployment Scope

The desk is easy to use and very basic; it has lots of tools for logging and working cases. It is great but not so customizable due, to which when you need a little more than basics, you are stuck and need to search for a new product. It suited my organization's needs for only two years, and our needs outgrew its features.

Pros

It is quite intuitive for logging.
It has great UI and is very easy to use.
New users can be added to the system without much training and practice.

Cons

Very few customization features.
Absence or search tool and reporting tool.
Existing data cannot be modified much.

Likelihood to Recommend

Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.

Amritansu Sahoo

Co-Founder in Information Technology at Astrix Study (11-50 employees)

Vetted Review

2 years of experience

View profile

Very helpful tool

Rating: 8 out of 10

Incentivized

July 3, 2022

Use Cases and Deployment Scope

The use case in the company is to help internal customers to streamline the incidents that we carry each of the employees in the management of our daily functions.The objective of this tool is to make the work of each of the company's employees more efficient.

The objective that the company has is to make a more practical workflow for the operation of the company and thus achieve the mission and vision projected.

Pros

Self-service knowledge base
Case routing
customer satisfaction surveys
Macros, labels and custom fields report
SSO for administrators and agents
Multilingual customer support

Cons

Salesforces Integrations
Collaboration funcionality
User Interface

Likelihood to Recommend

Is very easy to management users incidents and help us with the workflows to make them more efficient and to help improve the internal customer experience and achieve the goals that the company has set for itself.The scenario in which it is not very good is that with some Salesforce tools it is not so easy to do the integration.

Moises Abraham Lacayo Cortes

Legal Senior Supervisor in Legal at BAC Credomatic (10,001+ employees)

Vetted Review

10 years of experience

View profile

Desk.com - Gives you a great "big picture"

Rating: 9 out of 10

Incentivized

July 3, 2022

Use Cases and Deployment Scope

Desk.com provided a cloud solution to provide support to our facility to a clearinghouse. We were able to generate tickets and provide status updates through just a series of clicks, without having to reiterate the issue each time. Overall, this system provided a better solution to a previously outdated ticketing system.

Pros

Categorization
Prioritization
Easy to recognize status

Cons

Screen are sometimes hard to navigate

Likelihood to Recommend

If you are looking for a system that will have multiple associated tasks, this system is not for you. If you are looking for a system that captures all of the information you need for a ticket, then this is your best bet! Great to use to keep track of project tasks on an individual basis, not as a whole.

Lisa Glassman

Senior Project Manager / Analyst in Information Technology at LRH (1001-5000 employees)

Vetted Review

2 years of experience

View profile

Desk.com Save Yourself a Headache and Just Sign Up

Rating: 10 out of 10

Incentivized

July 2, 2022

Use Cases and Deployment Scope

Desk.com is used on our website to provide a chat service for our customer support reps to be able to support users who visit our site, we had a few CSRs and Spanish language channels so that the customers who were visiting our site, typically pay a bill would be able to jump on quickly and get the assistance needed by breaking down the barrier of both having to call and language. This worked very well for us for many years.

Pros

Chat services with customers
Email filtering
Alerting customers that a user was available to chat or not
Email communication channel when live chat agents were not available

Cons

Their licensing was kind of hard to get a handle of if you needed to change you had to go through a salesperson.
Their filtering to get rid of emails that were not about the chats was something that had to be done at the admin level
The log in did not sync with AD but this may have changed.

Likelihood to Recommend

If you have an email like ContactUs@YourDomain.com and you would like to get a handle on the 10 billion emails that you receive each day you can use this to get a handle on it by creating tickets for each email and making sure you are properly responding to the ones that matter. If you want to have a chat service on your website that will show an *AGENT AVAILABLE* link so that they can get help in a solid simple way. If you send emails from a BILLING@YourDomain.com and want to try to get a handle on fixing any email where you are getting bounce backs and want to be able to correct them by assigning each instance as a task to a customer rep (ex: @gmial.com vs @gmail.com)

Verified User

Project Manager in Information Technology (501-1000 employees)

Vetted Review

5 years of experience

Pretty good for big companies.

Rating: 8 out of 10

Incentivized

July 2, 2022

Use Cases and Deployment Scope

We use this to manage internal and external support desk tickets. This solves issues where our client-facing teams need support from a central team that will help triage their issues. This team then uses Desk.com to either reply or send the information to our engineering team who will then further triage the issue. From a product perspective, this helps to filter the number of tickets that I need to pay attention to. We also use the data from these inbound tickets to gauge how well or how poorly a feature has been launched. We are able to attend to larger churn issues. So I helped implement the categorization of ticket types which now feeds our metrics.

Pros

Customizability
Reporting
Integrations to Jira.
Customer solutioning.

Cons

Supporting with best practices.
Consolidating responses as one ticket (email integration).

Likelihood to Recommend

Desk.com is best suited to companies that heavily use salesforce as a source of truth. It makes sense that you want to consolidate all of your customer information in one place. Companies that love metrics should definitely use this tool. This is not good for smaller-sized companies. Desk.com needs a fair amount of set up and it is not best used for teams that don't have a support system for this tool.

Verified User

Contributor in Product Management (51-200 employees)

Vetted Review

2 years of experience

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