There are many help desk apps and software suites available, including Zendesk, HappyFox, and more. Desk.com is a support app owned by leading CRM solution, Salesforce.com and is designed to help you efficiently assist and interact with your customers.
Let’s take a look at Desk.com and see what it has to offer and how it compares to other options.
Getting started with Desk.com is easy — after you sign up for the free 14 day day trial, your help desk is configured and ready to go within seconds. You’re greeted with two options for the first time: Go straight to your desktop or configure your setup in the admin panel.
Salesforce is a beautiful designed CRM and I expected nothing less from Desk’s interface — I wasn’t disappointed. I decided to jump right into my agent desktop instead of configuring the admin options. The interface is nicely designed and fairly intuitive.
Your desktop is set up kind of like an email app. On the right side, you have the main window and there is a menu on the left with four tabs: Cases, Twitter Search, Knowledge Base and Search.
Keyboard shortcuts help you navigate quickly.
The Cases tab lists cases that are unresolved, resolved, recently updated, unassigned and more. Use this menu to navigate through cases. When you click on an item, such as Unresolved Cases, the list will show up in the main window on the right.
One necessity for managing your brand is to monitor social networks for issues. The Twitter Search tab lets you search by keyword to see what customers are saying about you.
Helpful articles and canned responses are at your fingertips in the Knowledge Base tab
Use this tab to search all of your help desk, including through customers, cases and interactions. You can filter searches by email, channel, status and date updated, as well as add searches to your favorites list.
Customization & Branding
Desk.com allows you to customize your help desk so your customers feel at home. You can set time zone, business hours and more easily from the admin dashboard. Branding is a pretty important feature that is available in all major help desk apps.
Your customers can get support by viewing knowledge base articles, posting a public question, sending an email, or chatting with an agent. All of these options are very easy to use and are very intuitive. When a customer asks a public question that has similar wording to a knowledge base article, they will get a popup asking if relevant articles might answer their question. This allows customers to get self service options when they can.
Admins can easily and quickly assign cases to agents, or take care of the issue personally. When you’re at the agent dashboard, you see your list of assigned cases. Responding to customer queries is simple and straightforward.
The screen above is where you would answer a specific case. You can change the status, update the priority, assign a different agent, add attachments and more. This is also where you would run a macro for often-used responses, such as a generic answer and then mark the case resolved.
A really neat feature Desk.com offers is reporting for admins. Measure and compare accuracy, speed, agents, groups and macros to see who and what is working best for your support desk. See how many cases are resolved on the first contact. See which agent is the most accurate in the quickest fashion. These reports make it easy for managers to make informed decisions and work to improve support for customers.
Plans & Pricing
Desk.com offers different pricing options to accommodate your size. Your first full-time agent is free and each additional full-time agent is $49 per month.
Or if you have part-time agents, you can pay $1 per hour per agent as needed. This pricing model is different from other competitors like Zendesk and allows for greater flexibility.
Comparison to Zendesk
After comparing Desk.com to its most popular competitor, Zendesk, I have to say they are both incredible helpdesk solutions. They are both flexible enough for small and large organizations and they both offer all the tools you would need to help your customers in an efficient manner.
However, I do like Zendesk a little better because of the interface and customization. Desk.com’s interface and workflow works well, but Zendesk is better. It also seems to be slower.
Both apps offer easy self-service solutions, but Desk.com also allows for public questions so the community can help customers in addition to your agents. This may or may not be a feature you want, but it is available in Desk.com.
Desk.com integrates very nicely with Salesforce, but does not integrate with many other apps and services. One of the best features of Zendesk is the huge integration options, and this puts Desk.com at a disadvantage.
Overall, Desk.com is a really powerful help desk solution and will definitely benefit you in your quest to efficiently help your customers. While it lacks in a few areas compared to Zendesk, it is still a really good web app and is rated 9 out of 10 because of its great features and affordability.