Desk.com

I like that I can look at it from the viewpoint as a support and ticket tool as well as track specific client cases within Salesforce. All of my information and ticket statuses are available to me in multiple locations. I also like the ability to have instant feedback from our clients. Rationalization or support and help to our clients. There is more transparency in our day to day operations and we can track everything efficiently. The transition was continuous and we have received promising feedback from our clients thus far. People like to get answers fast, and when our staff is juggling multiple types of roles there isn't always a dedicated support person to give those types of responses. Desk.com allows us to keep tabs of all requests easily, rather than having those requests sit in someone's inbox untouched while they may be doing other types of work.

From the app of the Desk.com I am a little disappointed. I wish it were easier to delete spam without having to resolve it or scroll down to the tiny hidden delete link. Block/filter spam emails too. One more thing how Desk.com automatically opens some of the messages on it’s own/counts the E-mailers most recent email into the timeframe and not their original email if they email more than once.

Desk.com we use the product with Sales and Support team members, and as the inbox for replies to our various marketing emails and social media outlets. We have over 100 active labels, and with discipline in following them, it's easy to run reports on common issues or customer complaints. Macros can also be applied to labels, so escalating cases through the support process is done with a single click.