What do you like best?
I love most of the features that pack in Desk.com to solve our user queries and problems, so of the features like integration of chats, ticketing, reporting, business insights and the ability to add flex agents when required without a need to a get a separate license for the flex agents
What do you dislike?
We do not have any option on the desk.com to export all the emails we have received from our users, at any given point of time we can export only up to 20000 cases in a single excel file and we will have to manually create a report for every 20000 cases.
Recommendations to others considering the product
If you are looking for a product that highly needs to solve your support problems then there is no second option other than Desk.com. The best support desk that can solve all your customer needs.
Even the agents who use the desk tool do not require much of training as it is a very simple tool to use.
Also, we can know whether our users are satisfied or not by the CSAT scoring option integrated within the desk.com.
What business problems are you solving with the product? What benefits have you realized?
We are using the Desk.com for the last 5 years to solve all our customer support emails. We have integrated the desk.com with the live chat so it is very useful in creating a ticket directly to the desk.com from the live chat without coming out of the window. Also we generate reports directly from the business insights to provide it to the management when required which is a nice addition to the product.