Desk.com (discontinued)

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.

• It increased work efficiency in the beginning.
• But slowly its function within the organization dropped as we needed more tools.
• It was great to teach the beginners and helped speed up the process.

WixAnswers.com

Outlook4Gmail, Wix, Cisco Webex Desk Pro

Desk.com and the Salesforce Service Cloud have been absolutely incredible with case management, support, and integration with our Salesforce CRM. We have been able to increase agent productivity by between 25-30% year over year using Desk.com and we are able to give our teams a comprehensive 360-degree view of our customers to deliver personalized and customized service offerings. We are also able to support customers across any channel at scale.

• Increasing service agent productivity by between 25-30% year over year.
• Provide my team with a 360-degree view of our customers in order to be able to deliver more personalized services.
• Faster time to resolution and MTTR by supporting our customers across multiple channels.

Zendesk Support Suite, Freshdesk Contact Center (Formerly Freshcaller), Intercom, Kustomer and HubSpot Service Hub

Salesforce Commerce Cloud, Salesforce CPQ, Slack, Workday Adaptive Planning, Workday Peakon Employee Voice

We use Desk.com to engage with our customers, provide them with self-help resources, and track and create notes related to our interactions with them. The system makes it easy to see what others are doing. Salesforce has become the centerpiece of our sales, customer service, and operations activities. The key benefit is having everything in one place to understand customers and track their history with our company.

• Links to Salesforce which our AM and Sales team uses regularly
• Helps resolve cases faster
• Can easily manage SLAs

Zendesk Chat and Intercom

Intercom, Vitally, Front

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.

• Organizes actors from different parts of the world
• It allows us to know the status of different situations which is very important for the company
• It centralizes information

Polaris ILS, Bridge, Microsoft 365

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.

• Ease of use
• User Friendly
• Some screens are hard to navigate

Microsoft SQL Server