Desk.com Pricing, Features, Reviews & Comparison of Alternatives

Desk.com Reviews

Desk.com

Online Customer Support Software & Helpdesk Solution

4.16/5 (113 reviews)

Desk.com is the all-in-one support app that keeps customers happy. Start in a matter of hours; then, watch Desk.com grow with you as your business needs become more complex. Desk.com makes connecting multiple support channels from social outlets, like Facebook and Twitter, to more traditional channels like phone, chat, and email simple. Desk.com has the best integration with Salesforce on the market which means that your sales and service teams are always in sync.

Desk.com gives users the ability to set up self-service support with knowledge bases for multiple brands so that users have access to 24/7 support.

Connect channels, use productivity tools to answer cases quickly, and collect valuable metrics via reporting and dashboards to continue to improve your processes. Providing fast, awesome customer service has never been easier.

Thousands of companies, like Munchery, Hailo, and Vimeo use Desk.com to power their support teams. Accelerate your growing business by starting a trial today at www.desk.com.
www.desk.com

Desk.com Overview

Pricing

Starting from: $20.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

S
Small
M
Medium
L
Large
Compare App
Desk.com screenshot: Configure your Desk.com site within our user friendly admin panel Desk.com screenshot: All the information you need to answer cases in one clean viewe3Desk.com screenshot: View and edit cases from all channels in the universal inbox Desk.com screenshot: View Desk.com cases from within Salesforce so your sales and service teams are always alignedDesk.com screenshot: Use customizable dashboards that help you make smarter decisions

Desk.com Reviews (113)

Latest reviews

 Short learning curve, good basic service

Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Read the full review
Reviewed 6 days ago by Katherine Cook

 

 Currently left in the Dust

our support center agents were able to respond to emails and log call notes.

Read the full review
Reviewed 8th of August by Meagan McKinnon

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Desk.com Category Leaders

Reviews
Integrations
Mobile
Media
Security

#5 in Help Desk & Ticketing

View full ranking
75
11
17
16
18
13

#7 in Customer Service

View full ranking
75
11
17
16
18
13

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Desk.com Screenshots (5)

Desk.com screenshot: Configure your Desk.com site within our user friendly admin panel Desk.com screenshot: All the information you need to answer cases in one clean viewe3Desk.com screenshot: View and edit cases from all channels in the universal inbox Desk.com screenshot: View Desk.com cases from within Salesforce so your sales and service teams are always alignedDesk.com screenshot: Use customizable dashboards that help you make smarter decisions

Security and privacy

Encryption

No
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Mac, Windows, Web-based, Mobile Web App
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Categories

Desk.com Pricing

Starting from: $20.00/month

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Standard Plan
$20/month per agent billed annually
$25/month per agent month-to-month

Pro Plan
$60/month per agent billed annually
$75/month per agent month-to-month

Business Plus Plan
$100/month per agent billed annually
$125/month per agent month-to-month


Competitors Pricing

Zoho Desk

Starting from: $12.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

SysAid

Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Freshservice ServiceDesk

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Users who visited Desk.com also visited

Key Features of Desk.com

  • Get up and running with a help desk solution in minutes
  • Bring all your support channels together into one inbox
  • Case management with automations, workflows, routing tools
  • Productivity tools, pre-canned responses, and bulk editing
  • Customized self-service centers that are mobile-optimized
  • Detailed business dashboards for fast decision making
  • Collaborate & respond to cases on-the-go with the mobile app
  • Multilingual support with 7 languages
  • Integration w/ apps like Salesforce, JIRA, MailChimp, Slack
  • Flex pricing so everyone log can into Desk during busy times
  • Easily scale with Service Cloud as your business grows

Benefits

* intelligent agent console
* faster case resolution
* mobile-optimized self-service support
* intuitive reporting and dashboards
* easy integration with other systems
* whole company support

Alternatives to Desk.com

GetApp Analysis

Desk.com offers a range of customer support tools for small business owners. The customer support application will supply you with your own support agents, who come with a selection of tools and operate within an entirely web-based environment. The benefits of using the Desk.com software as a customer support solution is the ability for busy small business owners to out-source their customer service needs.

Desk.com's customer support solution involves encouraging customers to resolve their own issues using the software's self-service online center. This virtual center can be customized to meet your needs and integrated into your existing websites.

Some of the software's most prominent features include customer relationship management, issue reporting, and customer profiling. These features are all designed to help to improve your level of customer service.

What is Desk.com?

Desk.com customer support software has a range of features with a variety of functionalities, these include a universal inbox for better communication, case management and customer data logging for client overviews, and productivity tools for speedier issue management. Customer requests can be dealt with from all media channels, including email, live chat, social media, phone, and online forums. Each request is sent directly into the universal inbox allowing support agents to review and respond to requests from the same platform.

Desk.com´s productivity tools are another measure designed to speed up the issue resolution process. These include the formation of specific business rules which help agents work more efficiently. Agents can also resolve issue from both their desktop computer or their mobile devices such as tablets or smartphones. It also includes a power knowledge base so agents always have the most accurate and consistent answers.

The customer profiles that Desk.com offers allows you to provide smarter support by providing agents with access to the entire customer history for any case they are working on.

By automatically gathering data extracted from customer interactions, Desk.com gives you access to key business insights and agent performance data. Desk.com can help you better decisions with real-time service insights. Desk.com’s pre-configured dashboard give you real-time insight into the current state of your support team.

Main Features

Fast setup and start responding to cases in minutes

Desk.com is designed to work immediately, out-of-the-box, with very little configuration. It’s easy to connect all of your company support channels in a matter of minutes – including email, phone, and Facebook – and get your support agents up and running and responding to cases right away. It’s easy to add agents, assign cases to the right owners, and tailor Desk.com to the unique needs of your business.

The admin panel is your mission control. This is the place where you can configure your support based on your individual service needs. Here you can do things like, add agents and assign them to different groups. Setup automations and business workflows so you can route cases to the right agent(s) and speed through cases that require an easy fix.

Universal Agent Inbox

The Universal Agent Inbox is the starting point for using Desk.com. This is where you will be notified of your customer's support requests. Requests come in from all channels, including email, live chat, Twitter, Facebook, and online forums.

Manage and assign cases in Desk.com

You can use the Support Case page to handle individual customer requests. Quick responses can be issued using macros. You can then build cases for each customer and issue you work on. These cases will be archived and can be clicked to view their complete information. You can also record and review the customer’s complete interaction history within the case itself.

Down below is the Desk and Salesforce integration. The strength of the integration between Desk and Salesforce is unmatched. Both system share the same data model and there is a bi-directional sync between salesforce’s standard objects – account, contacts, cases. This level of integration only happens within the family of salesforce’s products. Well, when Agents in Desk.com can create and update cases, update customer or company information and all of their edits appear instantly in Salesforce for your whole company to see. And, as your salesforce users interact with and update data in Salesforce, all of those adjustments show up in Desk. When everyone in your company is working with the same data and information, your customers get an awesome experience every time.

When a query is too complex for a junior-level agent to resolve on his or her own, that case can be directed to a more senior agent. Desk.com offers a number of case management features to aid agents with their work. They are tools to continuously track the status of cases as well as to set set priority levels, ensuring issues are resolved in order of importance.

Self-service & Knowledge Base

Help customers help themselves with a self-service experience. As a result, By giving customers the opportunity to help themselves, companies deflect cases from their agents which improves productivity.

Desk.com comes with customizable templates so you can build an intuitive help center - branded to match your company - so your customers can help themselves. To meet customer expectations, these self-service sites were built with responsive web design, so no matter how customers access the Self-Service Portal – iPhone or Android, tablet or laptop – they have the same user experience that is optimized to their device. This can all be done in minutes, and you never have to involve IT.

You can even have a private portal where your customers can login to view their cases allowing a more personalized experience with your support team. Not only does this knowledge power the public help center but this will also fuel your internal knowledge base. Desk.com provides every agent with a single source of truth so they can always give your customers the correct answers, and it’s easy for agents to navigate and distribute the information to your customers.

Generate key business performance insights

You can click on the Business Insights tab to generate detailed customer service related reports. Desk.com’s business insights have dashboards to help you make actionable insights on overall business and agent performance. Quickly analyze, strategize, and optimize your entire customer service operation — from any device.

Using the data aggregated from your Desk.com account you can track and measure information the volume and nature of issue coming in, as well as individual agent performance. You will be able to see where your cases are coming from, how your agents are handling the volume, and how they can improve the service they’re offering to your customers.

A support manager can also customize reports identify trends in customer issues to stay agile and continue to scale the business based on the customer’s needs.

Integrations

Desk.com data syncs beautifully with Salesforce so you can easily upgrade to Service Cloud when you need more customization for your support team — because your data is already in place.

Pricing

Desk.com is priced with small, growing companies in mind. For $3 a month, companies can sign up for the Starter plan. With this plan, users can add up to three agents and will have access to reports from the previous 7 days. The Starter Plan offers a support service in English only. The Standard Plan is priced at $30 per month per agent and includes 6 months reporting and serves 3 languages. Growing businesses are encouraged to sign up for the Plus Plan. At $50 per agent per month, the Plus Plan includes the full range of customer support features Desk.com offers, including unlimited reporting and 50+ languages.

Bottom Line

  • Encourages customers to resolve their own issues
  • Multi-channel support and cross-platform capability
  • Accessible from virtually any web-enabled smartphone
  • Universal inbox allows agents to quickly sort through requests from multiple services
  • Support Center with articles, FAQs and the option to email its support agents or call a hotline at any time

Videos

Katherine Cook

Short learning curve, good basic service

18/08/2017

Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros

The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns. The program also integrates with LiveChat, however, the execution is cumbersome.

Cons

When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information. Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful. I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
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Meagan McKinnon

Currently left in the Dust

08/08/2017

our support center agents were able to respond to emails and log call notes.

Pros

multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.

Cons

SMS had to be integrated with an outside provider. slow, lacking features or any promise of a roadmap, reporting inaccurate. downtime and maintenance (both scheduled and responsive) very frequent - basically daily. since "next gen agent" was released 2+ years ago, this product has never improved. account manager never even bothered to elude to changing anything. as our contract was coming to an end, we asked, "why should we stay with desk?" and the response we got was verbatim, "great question...[30 seconds of silence]". salesforce stopped investing money into this product long ago, and subsequently, even the smallest crm companies these days are lightyears ahead in terms of functionality and reliability.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
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Shala Macias

Starter Plan is Worth Every Penny and More

11/07/2017

Instead of separate email inboxes for our three customer service agents, all incoming mail goes here and can be worked on by all. Perfect for when an employee is out and someone is covering for them.

Pros

Even with all of the restrictions of the Starter Plan I was still able to configure everything to work great for our needs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
George Varghese

I have been using desk.com for over 5 years now, it has been simply flawless and very easy to setup

11/07/2017

Easy to use/setup CRM tool for the team, we have customised the tool as per our product requirements, the ability to use mass action & less pricing as well.

Pros

Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.

Cons

Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Brian Gronau

Technical Support Manager of Desk.com.

08/05/2017

Pros

Support is there and responds with very quick turn around. Additionally, the email feature is nice to have.

Cons

Reporting is extremely limited and difficult to customize. In order to have any phone integration, you must use the Next Gen agent which is not as visually appealing as the classic agent.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Other

Likelihood to recommend

4/10
Source: Software Advice
Helpful?   Yes   No
Read more
cindy murry

Desk Review

13/12/2016

This is needed when your company is getting too busy and cannot keep up with your self. Truly enjoy this program for my business.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sissy Shakley

Desk.com review

13/12/2016

Desk.com is awesome! Very helpful for customer service specialists to have one spot to see all requests coming in from clients.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Samuel Cote

By far the easiest to use but lacking features

08/12/2016

Desk is not feature packed but it is very simple to use and intuitive. I guess that is excellent if you have modest needs.

Pros

Ease of use.

Cons

Light on features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

8/10

Recommendations to others considering Desk.com

Get running quickly.

Source: Capterra
Helpful?   Yes   No
Read more
Chance Martin

Do Not Assume Anything

05/12/2016

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.

Pros

Simple UI Simple workflow building and management

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

2/10

Recommendations to others considering Desk.com

Document everything and do not rely on Desk Connect for any business processes

Source: Capterra
1 of 1 people found this review helpful
Helpful?   Yes   No
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bobby  cooper

great product

07/10/2016

This is a fantastic tool. It integrates perfectly with salesforce lighting. I would recommend to anyone.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more

Who is Desk.com For?



Desk.com serves thousands of small business owners. The customer support software was built with the mission to give small and mid-size companies access to the same quality of customer support tools as their larger competitors.

The software also encourages your customers themselves to take on some of the work by designing the self-service support centers in a way that encourages customers to discover solutions to their queries without the need to contact an agent. The self-service support center features FAQ's and other documented resources to help your customers help themselves. These centers can also be customized to fit your brand by using CSS and HTML.

Read the full GetApp Analysis

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