The Bottom Line
- Price
- Paid plans only. Compare plans
Key facts
- Salesforce-owned help desk for SMBs with multichannel support and knowledge base
- Discontinued in March 2020; customers migrated to Salesforce Service Cloud Essentials
- Was known for its simplicity and ease of use as an entry-level Salesforce support product
Pros
- Simple setup with low barrier to entry for small teams
- Tight integration with the broader Salesforce ecosystem
- Knowledge base helped deflect support tickets effectively
- Affordable pricing compared to full Salesforce Service Cloud
- Intuitive agent interface required minimal training
Cons
- Discontinued in March 2020; no longer available for new customers
- Limited customization compared to Salesforce Service Cloud
- Reporting capabilities were basic relative to enterprise help desks
- Migration to Service Cloud required significant effort for some users
- Lacked advanced AI and automation features available in modern tools
What is Desk.com?
Preview
Key Features
- Multichannel case management across email, phone, chat, and social media
- Unified agent desktop with customer context and interaction history
- Self-service knowledge base with predictive article suggestions
- Automated case routing and workflow rules
- Custom fields, labels, and case categorization
- Built-in reporting and analytics dashboard
- Customer satisfaction surveys (CSAT)
- Mobile-responsive agent and customer portals
- Integration with Salesforce CRM and third-party apps
- Macros and canned responses for faster agent replies
Pricing
Desk.com offers paid plans. Visit their website for current pricing details.
Is Desk.com worth the price?
It was best suited for fast-growing companies needing scalable customer service solutions.
Hidden Costs & Gotchas
Potential for higher costs with add-ons
Reviews
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Desk.com FAQ
Is Desk.com still available?
What replaced Desk.com?
Can I still access Desk.com data?
Why was Desk.com discontinued?
Source: salesforce.com