In my last review, I covered Tender and how it seems perfect for a small startup or other company looking to move from simple email support to a more robust ticket tracking solution. Now we’re going to take a look at Desk which is not only geared towards tracking tickets, but towards helping a large support team support an even larger user base.
More Than Just Email
Desk is made by the very successful folks behind Salesforce, a well-known CRM tool. Desk goes beyond emails and tracking tickets, it allows for social media integration, live chat, and even phone support. It’s no wonder then that companies like DirecTV, Square, Vimeo, and many others turn to Desk for their support app.
Another attractive feature is the mobile apps that Desk offers, allowing agents to stay on top of the support queue no matter where they are. Apps are available for iOS, Android, Windows Phone, and Blackberry.
As with most of the other tools I’ll review, customization is pretty simple, allowing for custom domain names, style selection, and the like. Desk also offers integrations with many other services your company might already be using, so tying into those is a breeze.
Pricing’s straight forward. The first agent is entirely free – no catches. Then, you can add other agents in at $49/month/agent. Or, you can go the “flex agent” route. That lets anyone use Desk for $1/hour/agent. It’s a great setup for adding in full-time support reps but still letting the rest of your team answer an email here and there without paying for another full-time agent.
In the end, we did not go with Desk for our support app. But it was definitely a contender. It is well worth a look if you need some of the very advanced features it offers, and is priced competitively as well.