Overall
3.7
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Desk.com

Desk.com Verified Reviews & Ratings

San Francisco, CA
Desk.com, previously known as Assistly, is a Salesforce-owned helpdesk platform whose stated goal is to revolutionize customer service in...
2009
Year Founded
67%
Recommend It
3
User Reviews
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Great Cloud product with a focus on…

Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices. Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better ProsVery easy to implement with a focus on team collaboration and giving a 360 degree view of the customer. Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses Can be a little pricy but you get what you pay for, and the customisation is limitless  

Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices.

Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better

ProsVery easy to implement with a focus on team collaboration and giving a 360 degree view of the customer.

Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses

Can be a little pricy but you get what you pay for, and the customisation is limitless

 

Pros: None.
Cons: None.

The best advice that I can give to a…

The best advice that I can give to a company considering purchasing Salesforce’s Desk.com is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not. Examples: List Views – Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page Reporting – Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time Email – Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes. Desk Connect can and has been turned off by Desk.com for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected. If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be. Simple UI Simple workflow building and management Extremely limited in its capabilities Desk Support reps are not thorough when reading emails ETA’s on fixes/patches pushed back for months  

The best advice that I can give to a company considering purchasing Salesforce’s Desk.com is to document every single expectation and need regarding a CRM tool.

Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not.

Examples:
List Views – Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page
Reporting – Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time
Email – Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables

Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes.

Desk Connect can and has been turned off by Desk.com for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected.

If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

Simple UI
Simple workflow building and management

Extremely limited in its capabilities
Desk Support reps are not thorough when reading emails
ETA’s on fixes/patches pushed back for months

 

Pros: None.
Cons: None.

Generally speaking, I didn’t have much…

Generally speaking, I didn’t have much first-face experience with the SalesForce coming from the fact that I have only helped few organizations of implementing Salesforce in their daily tasks. Coming from that I can say that I know the cons and pros of this system. Starting from the Pros, I’d first say that advantages of this system is far more superior and larger in quantity that its disadvantages. Starting from the designed, Salesforce has professionally arranged user-friend design, which is also expressed in its easy customization. Salesforce does not require you to have some advanced skills of programmer to adapt it to your business organization needs. Moreover, the big advantage of its systems is the accessibility through the mobile devices. Furthermore, what I love is its new (relatively) feature of multi-tab designs that makes it possible to work with few applications together. And finally, if you seek any kind of support from Salesforce guys you can find them anywhere. It’s been a huge advantage during my initial adaptation to the system. As for the cons, the biggest concern I have heard from my organizations has been the relatively high prices in comparison with other CRM platforms. Otherwise, I did not face any difficulties nor I have heard them from organizations in terms of Salesforce use. All in all, if an organization can afford the prices, I doubt that there will be any dissatisfaction with using Salesforce.

Generally speaking, I didn’t have much first-face experience with the SalesForce coming from the fact that I have only helped few organizations of implementing Salesforce in their daily tasks. Coming from that I can say that I know the cons and pros of this system.

Starting from the Pros, I’d first say that advantages of this system is far more superior and larger in quantity that its disadvantages. Starting from the designed, Salesforce has professionally arranged user-friend design, which is also expressed in its easy customization.

Salesforce does not require you to have some advanced skills of programmer to adapt it to your business organization needs. Moreover, the big advantage of its systems is the accessibility through the mobile devices.

Furthermore, what I love is its new (relatively) feature of multi-tab designs that makes it possible to work with few applications together. And finally, if you seek any kind of support from Salesforce guys you can find them anywhere. It’s been a huge advantage during my initial adaptation to the system.

As for the cons, the biggest concern I have heard from my organizations has been the relatively high prices in comparison with other CRM platforms. Otherwise, I did not face any difficulties nor I have heard them from organizations in terms of Salesforce use.

All in all, if an organization can afford the prices, I doubt that there will be any dissatisfaction with using Salesforce.

Pros: None.
Cons: None.
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Provider Overview

Desk.com, previously known as Assistly, is a Salesforce-owned helpdesk platform whose stated goal is to revolutionize customer service in a social world – specifically for the new “social, mobile, global consumer.”

Assistly was founded in 2010 by Alex Bard, Gary Benitt, Jeremy Suriel and Brad Birnbaum. In 2011, it was bought by Salesforce, which was an investor, and the brand became known under its current name of Desk.com. The acquisition of Assistly expanded Salesforce’s customer service solutions for small businesses, and complemented Salesforce’s existing platform, Service Cloud.

 

Desk.com Pricing and Services

 

Intended Customers

Small to Midsize Businesses

Free Trial

14-Day Trial on Any Plan

Features

  • Ticket Management
  • Multichannel Integration
  • Helpdesk Management
  • Customer Self-Service
  • Customer Relationship Management
  • Reporting & Analytics
  • Free & Paid Extension Marketplace
  • Security
  • Service & Support

All Available Plans & Services

Starter Standard Pro Business Plus
Pricing
Billed Annually $3 (3 Agent Fixed Bundle) $20 $60 $100
Billed Monthly No $25 $75 $125
Ticket Management
Ticket Merging Yes Yes Yes Yes
Ticket Splitting Yes Yes Yes Yes
Custom Fields & Tags No Yes Yes Yes
Custom Views & Group Views Yes Yes Yes Yes
Macros Yes Yes Yes Yes
Email Notifications Yes Yes Yes Yes
Ticket Notes Yes Yes Yes Yes
Automatic Ticket Refresh Yes Yes Yes Yes
Agent Collision Detection Yes Yes Yes Yes
Assume Agent Identity No No No No
Multichannel Integration
Email Integration 1 Account Yes Yes Yes
Facebook Integration 1 Account Yes Yes Yes
Twitter Integration 1 Account Yes Yes Yes
Web Widget Yes Yes Yes Yes
Mobile App Yes Yes Yes Yes
Call Integration No No Yes Yes
CTI Toolkit & Integrations No No Yes Yes
Live Chat No Yes Yes Yes
Helpdesk Management
Translated Agent Interface No Yes (8 Languages) Yes (8 Languages) Yes (8 Languages)
Light Agents No No Yes (Paid Per Hour) Yes (Paid Per Hour)
Triggers Limited Yes Yes Yes
Workflows Limited Yes Yes Yes
SLA Management No No No No
Multiple SLA Policies No No No No
Game Mechanics No No No No
Customer Self-Service
Knowledge Base Yes Yes Yes Yes
Community Forums Yes Yes Yes Yes
Language Packs No Yes (Up to 3 Languages) Yes (50+ Languages) Yes (50+ Languages)
Branded Support Centers No Yes Yes Yes
Multiple Unique Support Centers No No Up to 3 Brands Unlimited
Customer Relationship Management
Contacts & Ticket History Yes Yes Yes Yes
Custom Tags & Fields No Yes Yes Yes
Customer Satisfaction Ratings No No Yes Yes
CSAT Prediction No No No Yes
Reporting & Analytics
Overview Dashboard No No Yes Yes
Agent & Group Performance No Yes Yes Yes
Customer Analysis No No Yes Yes
Industry Comparison No No No No
Custom Reports No No Yes Yes
Export Reports No Yes Yes Yes
Add-Ons & Extensions
Marketplace Yes Yes Yes Yes
Developer API Yes Yes Yes Yes
Security
SSL Encryption Yes Yes Yes Yes
Single Sign On No Yes Yes Yes
Two-Factor Authentication Yes Yes Yes Yes
Whitelisting No No Yes Yes
Sandbox Test Environment No No No No
HIPAA Compliance No No No No
Disaster Recovery Yes Yes Yes Yes
Service & Support
Knowledge Base Yes Yes Yes Yes
Community Forums Yes Yes Yes Yes
Email Support No 12/5 24/5 24/5
Phone Support No 8/5 12/5 12/5
Chat Support No No No No
Onboarding No No No No
Service Level Guarantee No No No No
Custom Implementation No No No No

 

Editor’s Bottom Line of Desk.com 

 

Desk.com is Salesforce’s small business customer support platform. It provides a unified inbox for customer support cases originating from multiple channels. These channels include email, live chat, phone, Twitter and Facebook, with the capacity to monitor social mentioning on the latter two networks.

Agents can filter their case inbox, attach labels, apply macros and respond to cases from within the platform. Administrators can get more particular with settings, and add custom fields for cases, customers and companies, create and configure rules based on specific events or passage of time, manage integrations, create new inbox filters, write knowledge base articles, add flex agents and so on.

Various helpdesks take different approaches to the concept of ‘light agents’. Some allow a certain number depending on your subscription. Others allow the purchase of day passes. Each solution grants light agents a varying degree of autonomy in the platform; in some solutions, they can only make internal notes and work collaboratively, while in others, they can communicate with customers. Desk.com’s approach is ‘Flex time’; users who are not full-time agents can participate in the support experience, and their access is billed by the hour – currently, Flex usage is accrued in 5-minute increments and billed at $1.75 per hour. Free Flex hours are earned when users set up their Desk account. Account owners can create as many Flex accounts as they like and the billing reflects cumulative Flex usage; Flex ‘bundles’ can be purchased at discounts.

The ticketing features available to support agents feels somewhat limited. Agents are able to alter case properties – status, priority, group, agent assignment and so on – while responding to the ticket as normal. They can alter the contact or company properties as well. There aren’t really any built-in collaboration features aside from internal notes, nor access to a reporting dashboard (which is available to the admin).

One very nice feature is that the case inbox updates automatically with cases from all channels. Customer service agents for a company with active social media accounts could feasibly spend the bulk of their productive time within the platform. And perhaps the lack of options granted to individual agents keeps them focused on their core discipline out of necessity.

There is a discernable lack of CRM-like features within Desk.com. Moreover, the only CRM with which Desk offers an official integration is Salesforce, which isn’t terribly surprising. On the other hand, Desk enjoys a fairly diverse library of popular apps for collaboration, reporting, live chat, email marketing, productivity, multichannel integration, analytics and more. Naturally, we’d like all of our business applications tightly integrated, so if you’re an existing Salesforce customer, or considering becoming one), Desk.com is a competent, well-featured helpdesk with great social media monitoring. On the other hand, if you currently rely on another CRM, and aren’t lookiing to switch over, you’re probably better off finding a helpdesk that integrates with your CRM of choice.

Screenshots
  • Salesforce Desk Agent Inbox
    Salesforce Desk Agent Inbox

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