Desk.com

Name: Desk.com
Brand: Salesforce

Unclaimed

Customer service for fast-growing companies

Customer Support Knowledge Base Social Media Management

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PaidVisit Website

Tracked since2026

0 reviews tracked

The Bottom Line

Entry price

Paid plans only

Biggest pro

Simple setup with low barrier to entry for small teams

Biggest con

Discontinued in March 2020; no longer available for new customers

TL;DR - Desk.com

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

Pricing: Paid only

Best for: Enterprises & pros

What is Desk.com?

Editorial review

Desk.com was a cloud-based customer support platform by Salesforce designed for small and mid-sized businesses. It provided multichannel case management across email, phone, chat, and social media with a unified agent console. The platform included a self-service knowledge base, automated case routing and workflows, custom fields and labels, and built-in analytics. Salesforce discontinued Desk.com in March 2020, migrating customers to Service Cloud Essentials. The product served as an accessible entry point to the Salesforce ecosystem for companies that needed help desk functionality without the complexity of the full Service Cloud.

LCLouis CorneloupUpdated May 26, 2026 · how we evaluateSourcesalesforce.com ↗

Pros & Cons

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

Preview

Key Features

Multichannel case management across email, phone, chat, and social mediaUnified agent desktop with customer context and interaction historySelf-service knowledge base with predictive article suggestionsAutomated case routing and workflow rulesCustom fields, labels, and case categorizationBuilt-in reporting and analytics dashboardCustomer satisfaction surveys (CSAT)Mobile-responsive agent and customer portalsIntegration with Salesforce CRM and third-party appsMacros and canned responses for faster agent replies

Pricing

Paid

Desk.com offers paid plans. Visit their website for current pricing details.

View pricing

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Still deciding?

Most buyers shortlist 2 or 3 tools before committing. Pull a side-by-side comparison or browse the full alternatives shortlist below.

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Desk.com FAQ

Is Desk.com still available?

No. Salesforce discontinued Desk.com in March 2020. All customers were migrated to Salesforce Service Cloud Essentials or Service Cloud Lightning.

What replaced Desk.com?

Salesforce replaced Desk.com with Service Cloud Essentials, a simplified version of their enterprise Service Cloud platform designed for small businesses.

Can I still access Desk.com data?

No. The Desk.com platform was fully shut down on March 13, 2020. Salesforce provided migration tools and support to help customers transfer their data to Service Cloud before the shutdown.

Why was Desk.com discontinued?

Salesforce consolidated its small business products into the Essentials lineup, combining Desk.com (support) and SalesforceIQ (CRM) into unified Salesforce Essentials to simplify their product portfolio.

Source: salesforce.com

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