Desk.com

To make sure nothing goes through the crashes we use the filters. We've become more efficient and Desk.com is able to grow with us as our team grows. I think we are deflecting a lot of cases. I also enjoy my interaction with the Desk.com team in general. I've had the opportunity to speak with them at events, and they're a good group of people to be involved with. I also like the knowledge base as well. I point my customers to log a case page rather the email as much as possible.

Some of the rules limitations that Desk.com has are a little bit frustrating, especially when working with the bulk open/bulk update feature. It is also really annoying that you have to go find the "view" feature rather than just have it automatically open in "view" mode then you press a button to switch to "edit" mode.

Overall with Desk.com you can solve a lot of problems like knowing what our customers are experiencing most, as well as what providers and airline partners we are seeing the most contact from using the labels feature. Also when I was getting started I found the Desk team to be extremely helpful when I had questions or needed their experience.