Reviews of Desk.com

By: Salesforce.com, inc.

List of user reviews and ratings for Desk.com

Total ratings

2.82 (Rating count: 181)

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Review summary

Many users report frequent app crashes, especially when using macros or accessing settings. A common major issue is the inability to send replies to cases, which severely limits usefulness. Login problems are widespread, with difficulties logging in through Google Apps or with the organization's URL. Key features such as case filtering or deleting have been removed or are missing, frustrating users. However, the app is appreciated for enabling case monitoring and status changes on the go, providing some value despite its shortcomings.

Pros

Allows users to monitor and keep track of cases from their mobile device.
Generally mirrors the functionality of the web app to some extent.
Provides notification alerts when working with cases.
Enables changing case statuses directly from the app.
Basic functions like reading and viewing cases work fairly well for users.

Cons

App frequently crashes especially when using macros or accessing the Help section.
Users commonly cannot send replies to cases; messages get stuck on 'sending' indefinitely.
Login issues are widespread, including failures with Google Apps login and unrecognized URLs.
Basic functionalities such as filters and deleting cases are missing or were removed, making it difficult to use.
Attachments cannot be downloaded properly due to permission handling issues, and drafts are not saved after editing.

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