Desk.com (discontinued)

Score8.3 out of 10

81 Reviews and Ratings

What is Desk.com (discontinued)?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

Categories & Use Cases

Media

Screenshot of Desk.com Reporting and Analytics

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Screenshot of Desk.com Console

Amritansu Sahoo View profile

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

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.

Return on Investment

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.

Alternatives Considered

WixAnswers.com

Other Software Used

Outlook4Gmail, Wix, Cisco Webex Desk Pro

Usability

Shreyans Parekh View profile

Director, Strategic Initiatives + Corporate Venture Capital in Corporate at JLL Technologies (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Pros

Support our customers on any channel at scale.
Personalize our customer support experience.
Automate redundant admin tasks to boost overall efficiency.
Configure workflows and customize consoles effectively.

Cons

Email support capabilities can definitely be expanded.
Enhanced organization and prioritization of support and service tickets.
Quickly identifying errors when a ticket is triggered and being able to triage effectively.

Return on Investment

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.

Alternatives Considered

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

Other Software Used

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

Usability

Lilli Gordon View profile

Senior Customer Success Manager in Customer Service at Culture Amp (501-1000 employees employees)

Use Cases and Deployment Scope

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.

Pros

A lot of customization abilities
Easy to use
Connects with our other Salesforce activities

Cons

There should be a open-source training to get you started.
It can be bare-bones originally so it takes time to customize.
Not great support services.

Return on Investment

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

Alternatives Considered

Zendesk Chat and Intercom

Other Software Used

Intercom, Vitally, Front

Usability

Carolina Zumaglini

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

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

Return on Investment

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

Other Software Used

Polaris ILS, Bridge, Microsoft 365

Usability

Lisa Glassman View profile

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

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

Return on Investment

Ease of use
User Friendly
Some screens are hard to navigate

Other Software Used

Microsoft SQL Server

Desk.com (discontinued)

What is Desk.com (discontinued)?

Categories & Use Cases

Media

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

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