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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
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.
About Desk.com
By Toolradar Team·
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.
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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