Desk.com

The best part of using Desk.com is that it offers state-of-the art helpdesk, ticketing, and customer support. It is the one point destination providing ticketing and customer support solution for organizations looking to expand their business.It is a product of Salesforce and integrates admirably with Salesforce CRM. The ticket creation, submission, and response - including automated messages are the salient features of using Desk.com.

I think Desk.com would do well to work on the visual editor on the content to make it truly word class. The 'New' feature as also the Next Gen Agent features can also be improved upon. It integrates well with salesforce CRM but I would like the integration to be acceptable with other tools such as Shopify and Zapier. Also currently there is no SLA management feature for streamlining tickets and also teh IVR can be incorporated for future versions.

The customer interactions and conversations from social media sites like Facebook, Twitter, and Gmail, are organized into a prioritized list by Desk.com and organizes them to establish effective interactions with their customers. The customer portal, the live help chat coupled with the the integration with Salesforce CRM really make it an outstanding tool in the market. I especially liked the demos and free trials.