Desk.com
Badge 1431992364

Desk.com

157 ratings
4.3 out of 5 stars
1588.610
Watch a Demo
Fast, awesome customer support for fast-growing businesses.
Write a Review

Desk.com Reviews (158 reviews)

  • Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed...Read More
    Avatar 699b516ccb7c52c39a00a5a0b519c525492a57a311ed9ce017bc17b6c1c89a1c
    G2 Crowd User in Online Media
  • I like the responsiveness with which multiple people (at our company we have up to 10) can work in desk simultaneously passing cases back and forth through various...Read More
    Avatar 699b516ccb7c52c39a00a5a0b519c525492a57a311ed9ce017bc17b6c1c89a1c
    G2 Crowd User in Computer Software
<span data-ue-widget='safe-name' data-safe-name-id='28465'>Hannah R.</span> - Desk.com Review Author
0
Helpful
0 of 0 found this helpful.
Reviewed On
Validated Review
Verified Current User

Powerful customer service tools, reporting and rules could be stronger.

What do you like best?

Desk gives us a solid way to interact with customers. It's extremely easy to automatically assign certain types of cases to certain people or to automatically resolve certain cases. It's also very easy to see a customer's entire history for reference. Most importantly, whenever we email the Desk.com team for support, they're extremely responsive.

What do you dislike?

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general, I would like to see more customization options to take full advantage of the data offered by Business Insights. Some of the rules limitations are a little frustrating as well. The agent console has a tendency to be very slow, especially when working with the bulk open/bulk update feature. Sometimes it will even lock users out of cases that they are currently working on (i.e., Bob is working on a case and receives an error message saying he can't work on the case because "Bob is the active user on this case." This makes no sense.)

What business problems are you solving? What benefits have you realized?

We are working to determine what our customer's biggest sources of satisfaction and biggest complaints are. The ability to automatically label cases and report on those labels is extremely helpful.

Was this helpful?
<span data-ue-widget='safe-name' data-safe-name-id='28493'>Josh E.</span> - Desk.com Review Author
0
Helpful
0 of 0 found this helpful.
Reviewed On
Validated Review
Verified Current User

Average

What do you like best?

I like the functionality provided by the Classic Agent. It provides a good view of the open tickets. I also like how the Classic Agent gives you the reconnect button rather than having you log back in again. This is a really nice feature because you don't have to continuously sign in. The Classic Agent provides nice functionality around the ticket itself and it is nice to setup multiple "buckets" for tickets to fall into.

The Mobile Application is, in many ways, better than the desktop client.

What do you dislike?

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen Agent disconnects you and you have to log in again.

The sign in timeline appears to be too small. Most of the time you would be using the application for longer than 15 minutes but it would probably be passive rather than active use.

It is also really annoying that you have to go find the "view" feature rather than just have it automatically open in "view" mode then you press a button to switch to "edit" mode.

Recommendations to others considering the product

The Classic Agent is really easy and simple to use. It is a really good product. Wait for a while for some more features to be implemented into the Next Gen Agent before using it.

What business problems are you solving? What benefits have you realized?

We have a satisfactory setup for receiving tickets from external customers.

Was this helpful?
<span data-ue-widget='safe-name' data-safe-name-id='28673'>Alan A.</span> - Desk.com Review Author
0
Helpful
0 of 0 found this helpful.
Updated On
Validated Review

Desk.com is great for business - large and small

What do you like best?

We use Desk.com to provide support to our online shopping customers. It is a wonderfully powerful and flexible. system. We pull in tickets from email and forms and use rules to assign each to the right category and to flag urgent tickets based on keywords found in the message. Macros make responding to routine concerns a breeze. The new Agent desktop is a pleasure on the eyes and the to use. We also reply on the iPhone app, so we can give customers great service from anywhere during waking hours. Another plus: the Liquid template language. Makes it really easy to make dynamic macros, so we can delivery personalized responses effortlessly.

What do you dislike?

I'd like better integration with Shopify, our store platform. However, we use another service, Zapier.com, that connects a bazillion apps together. So when a customer is added to Shopify, a customer is created in Desk.com. When a customer orders free samples, a ticket is created for follow up. My only other comment is that it would be nice to be able to customize the intake form more easily, without a great knowledge of CSS.

Recommendations to others considering the product

Reach out to support - you will get quick and helpful assistance.

What business problems are you solving? What benefits have you realized?

Fast, efficient, effective, multi-channel customer service. We have a small, dedicated staff, and Desk.com makes it easy to serve our customers.

Was this helpful?
<span data-ue-widget='safe-name' data-safe-name-id='28679'>John J.</span> - Desk.com Review Author
0
Helpful
0 of 0 found this helpful.
Reviewed On
Validated Review

Desk has been very simple to use and makes customer management much easier.

What do you like best?

I like that we can keep all of our customer correspondence in one place. We are able to label cases so we can see what type of customers are calling or emailing us as well as easily follow the past and current conversations we have had with them. It is also nice that all of our agents can check and follow up on any case at any time even if it has been handled by another agent.

What do you dislike?

I do not like the fact that I cannot simply copy and paste snippets or images into the emails when I need to show a customer something. This would be a helpful feature as I often need to send an image of a product or section of a page to the customer. I can always save and them attach it but that just takes more time.

Recommendations to others considering the product

Desk is an affordable, easy to use system that will help you manage your customer base, especially all interactions with your customers. There is a lot that the system can do to help you in your business to be successful.

What business problems are you solving? What benefits have you realized?

We are able to easily manage our customers cases because we have them in view in our case lists. Each agent is able to resolve their cases in a timely manner and customers are not forgotten. Our correspondence has improved and we are replying back to the customer much quicker than we did before.

Was this helpful?
<span data-ue-widget='safe-name' data-safe-name-id='29973'>Diego A.</span> - Desk.com Review Author
0
Helpful
0 of 0 found this helpful.
Reviewed On
Validated Review
Verified Current User

Desk.com is THE customer support / CRM tool if you're looking to achieve success!

What do you like best?

I love the ease of use without having to devote much development and engineering hours. I was able to configure the system right away and love using the customization options available such as rules, macros, and of course business insights. Keeping track of customer and my team, while communicating best practices and solutions has never been easier!

What do you dislike?

I would like to see more automated phone integration through Desk with more 3rd party providers. We use RingCentral, a very popular phone system, and this is not supported so logging phone cases can be quite tedious. It would be great to open and API for this or build an in-product solution to provide relief here similar to that of the newly added CSAT feature.

Recommendations to others considering the product

I've used ZenDesk, HelpScout, ServiceNow, and many others. Desk truly places importance on development and product innovation which shows that they care about the success of their customers. SmartRecruiters is proud to be a loyal Desk.com customer!

What business problems are you solving? What benefits have you realized?

We are currently working on optimizing our tiered support channels, utilizing the new CSAT feature to understand our customers support expectations, and improving our multi-branded help center through SSL security. We are also solving in-product regressions, feature requests, and improvements via business insights and the custom field we've incorporated. Using Desk.com has allowed us to expedite our projects and continue to provide the most optimal support possible to our diverse customer base. We've even had some improvements to the product, specifically because of feedback provided by customers, the custom fields, and of course the ease of drilling down business insights.

Was this helpful?

Do you like gift cards?

Amazon 15 69a16135a8a89331fb4401ef8989bb62f6035c175b57816ccd664c30b04b95be

Write your first review today, and we’ll send you a $15 Amazon gift card as a thanks for your time and input.

Review Now

Tags

* We monitor all Desk.com reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.
Would you like to receive more information about Desk.com?