Desk

Desk Updates

Desk mention · October 15, 2015

The 20 Best Help Desk Apps and Knowledge Base Tools for Customer Support

If you have customers, you need customer support software. It's that simple. You can only juggle so many emails and social media mentions on your own before you miss an important email and leave a customer high and dry. There will always be difficult questions to answer and dissatisfied...read more
Desk mention · July 28, 2015

The 9 Help Desk Metrics that Should Guide Your Customer Support

I love numbers. Perusing collections of statistics and gleaning insights from them is a favorite pastime of mine. Right up there with watching baseball, tinkering with media center software, and wondering how my dog can sleep 20 hours a day. During my three years on the Zapier support team, I...read more
Desk mention · May 9, 2014

Focus on Process Underlying Theme of UserConf 2014

Fifteen speakers took the stage last Friday at UserConf, the "conference about keeping your customers (happy)". Put on by UserVoice and CoSupport, this fourth UserConf edition in Chicago was just a good as past iterations in New York and San Francisco. The conference is a full day of great content...read more
Desk mention · April 24, 2014

Start Preventing Fires: How to Implement Proactive Customer Support

If we are to understand how we can provide better support for customers, we must first agree on a definition of customer support. In my view, customer support is the customer experience during normal interactions with a business, not only when problems arise. It’s about viewing the experience through...read more
Desk mention · March 13, 2014

4 Rules of Improv and How They Relate to Customer Support

One of the many memorable bits in Tina Fey's book Bossypants is a section featuring several "Rules for Improvisation". In it, she details four guiding principles that help make a good improv comedian. When re-reading the list, which is also proudly posted at the famous Second City Theater in...read more
Desk mention · October 25, 2013

5 Takeaways from UserConf SF

This past week brought me out to the San Francisco Zoo for UserConf SF, and as with my trip for UserConf NY, it was a fantastic day of engaging speakers and great conversations with attendees. Plus, zoo animals! Here are the big themes I took away from a busy day...read more
Matthew Guay
Reviewed by Matthew Guay
Last updated July 30, 2015

Customer support and marketing go hand-in-hand. Your marketing team will hone your branding and find ways to make your product understandable, and your support team will hold your customers hands as they use your product in their work and lives. Perhaps it's not surprising, then, that Desk is part of the Salesforce family of apps—it's a full-featured support platform that ties directly into your Salesforce CRM so your marketing and support teams can work together.

Desk started life as Assistly, an easy to use support app that combined email and social networking so you can respond to queries wherever they come from. The current version of Desk goes even further, with a universal inbox that shows emails, phone calls, social media mentions, chat replies, and discussion board posts together in one inbox. You can see each time a customer has contacted you, perhaps from multiple sources, and reply to their message anywhere right from Desk—or you can pick up the phone and help them out, then note the conversation and check it off in Desk. It includes its own live chat, or you can use its integrations with Olark and other chat services to incorporate live chat into your support workflow.

With that much data on your customers, it'd be easy to get overwhelmed. Desk helps you cut through the clutter with an easy-to-read inbox. You can select multiple messages and file them or even reply to them all together, and you can open multiple conversations and switch between them from tabs in Desk. Then, you can use macros to send pre-written replies to common questions, filters to sort through your messages, and automation to file tickets or re-open cold cases automatically. Set it up for your team's workflow, and you'll be sure to always find the tickets you need and will never let anything important go missing.

Sometimes you'll need a bit more info to help you answer a customer's question. Desk will show info about your customers on its sidebar, and if you use Salesforce it can sync your support and CRM data so you'll see both in Salesforce and Desk. Reply to a support ticket, and you'll see the interaction in that contact's file in Salesforce—and if you need to call them, their phone number from Salesforce will show up in Desk.

Or, you can rely on your own help documentation to answer questions. There's a link on each support ticket page to your help documentation, which you can search through and copy without leaving your open conversations. You'll just write documentation one time for your public help desk, and that same content can help your support team solve customers' problems right from Desk.

Desk relies on Salesforce's reporting power to help you see how your team's performing as well. You'll get stats on your support volume, how many people are using your message board, the most common problems your customers are facing, and more. Dig into those stats regularly, and Desk can help you improve your business while it's also helping you improve your support performance.

If you're looking for a great way to support your customers via email, phone, live chat, forums and social networks, Desk is a great tool to try out. It's an especially great help desk choice if you already use Salesforce, thanks to its deep integration with Salesforce CRM and reporting.

Have any feedback on this overview, or something we should change? Let us know!

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Desk is the new version of Assistly under the flagship Salesforce brand. Desk is an all-in-one customer service tool allowing you to keep track of your customers across multiple channels including email, Twitter, Facebook, phone, and chat. Desk also makes it really easy to create knowledge bases about your products and services so customers can support themselves.