1. Home
  2. 💼 Business
  3. Desk.com
Desk.com

Desk.com

by salesforce.com

5 ratings
50 reviews
💼 Business
📊 Productivity

Archived App

This is an archived listing of the app previously available on the App Store.

Although the app is no longer distributed by Apple, you can still view its description, screenshots, version history, ratings, and metadata for reference.

Details

Released
July 14, 2012
Updated
May 23, 2017

Developer

salesforce.com
✨Promote your app ✨
Desk.com screenshot #1 for iPhone
Desk.com screenshot #2 for iPhone
Desk.com screenshot #3 for iPhone
Desk.com screenshot #4 for iPhone
Desk.com screenshot #5 for iPhone
iphone
ipad
📌Ready
Reviews summary↘︎
⭐50
Reviews↘︎
🔄6+ apps
Alternatives↘︎
❓5 answered
FAQ↘︎
📦w/o updates
Updates frequency↘︎
🖼️Get Icon
Icons↘︎

About

Manage customer support cases and collaborate with your team from anywhere. This app allows you to view inquiries, respond to requests, and track case status on your mobile device.

✓View customer inquiries
✓Respond to and resolve cases
✓Search for cases and customers
✓Add internal notes
✓Use quick replies (macros)
✓Assign cases to agents
✓Push notifications for new cases
Show original description

What users say about Desk.com

Reviews of Desk.com are mixed: the Business app is rated 1.4/5 from 5 App Store ratings. What users like most: easy to use, great for basic ticket management. Top complaints: crashing frequently, app is slow and jumpy. Summarized from real user reviews.

Positive things

  • 👍Easy to use
  • 👍Great for basic ticket management
  • 👍Good for replying to tickets
  • 👍Mobile productivity
  • 👍App is improving
  • 👍Look and feel improved
  • 👍Stable (at times)
  • 👍Filters are better
  • 👍Custom field editing
  • 👍Native app is good
  • 👍Elegant and efficient

Negative things

  • 🐛Crashing frequently
  • 🐛App is slow and jumpy
  • 🐛Unusable after updates
  • 🐛Cases don't update
  • 🐛Cases don't show up
  • 🐛Login issues
  • 🐛App gets hung up
  • 🐛Notifications are duplicated
  • 🐛Can't resolve from list
  • 🐛Lost drafts/messages
  • 🐛Composer screen doesn't scroll
  • 🐛Replies not saved
  • 🐛Infinite login loops
  • 🐛Can't attach screenshots
  • 🐛Background refresh is poor
  • 🐛App badges don't work
  • 🐛Push notifications don't work
  • 🐛Can't type long replies
  • 🐛App is a wrapper for mobile site
  • 🐛Doesn't remember password
  • 🐛Cases opening slowly
  • 🐛General unresponsiveness
  • 🐛Not optimized for newer devices
  • 🐛Lost content when switching apps
  • 🐛No search for labels
  • 🐛No way to merge tickets
  • 🐛No way to change customers
  • 🐛No way to view KB articles
  • 🐛No chat enabled
  • 🐛Can't see all tags at once
  • 🐛No badge count for icon
  • 🐛Can't resolve from within case
  • 🐛Drafts created without typing
  • 🐛Can't remove drafts
  • 🐛Agent left chat shown while app open
  • 🐛No way to search history
  • 🐛Login required for each app switch
  • 🐛No CC/BCC options
  • 🐛No way to change To field
  • 🐛Limited use on the go
  • 🐛Hyperlink copying doesn't work
  • 🐛Requires single device login
  • 🐛No new functions, some removed
  • 🐛New design not intuitive
  • 🐛Missing swipe functionality
  • 🐛No way to attach screenshots
  • 🐛No way to bcc or cc
  • 🐛No way to change to field
See all reviews

What's New in Desk.com

3.3.3

May 23, 2017

This app has been updated by Apple to display the Apple Watch app icon. - bug fixes and improvements

More

User reviews

Most RecentHighest RatedLowest Rated

Good for basic ticket management, but lacking key features

Works ok for basic tasks such as replying and moving tickets around, but that's about it.

Our company has over 1000 labels and swiping down through most of them to find that one label is a major pain. Is there any chance we could get a search option for labels to speed that up?

Also, I have yet to find a way to merge tickets. Will that be added in a future release or am I missing the option somewhere?
Show more
NNarwhalius

Tons of identical notifications

Can someone ever fix this bug of receiving multiple sane pieces of notifications at one time? Only one is quite enough, please. It sent 2 duplicated ones at first, now it's getting worse up to SIX. If not for the reason of work, I must have deleted this app.
Ggmngli

Great improvement

The recent update has been a very good improvement in many ways. Look and feel has been much improved and it seems stable from what I can tell so far. Two things I would really like to see is advanced search options as well as to be able to change customers and merge cases. Once these features become available on the app then it would be 5 stars as it then would be fully mobile without having to go back to the desktop version for certain tasks. Keep up the good work and I hope further updates are in the makings.

Update May1st of 2016:
I was a little fast with my previous endorsement for the recent update. While I still like of it, I have experienced too many times when I have to close and reopen the app to actually load the content. It gets hung up often and requires closing and reopen. Still ok but not as good as it could be.
Please fix!

Update - April 2017

I am missing further updates to the app. Improvements are coming too slow.
Things such as being able to changing a customer/company, advanced search, etc are still missing and I'm hoping that there will be more focus on improving the app experience/functionality soon. Most people are on the go and rely on apps. Please make it a priority.

Thank you
Show more
NNicki8000

Great updates! Filters are better!

Love the continued updates on this app... Great work!
TMT Milk

Much improved!

App has steadily gotten much better and now is really starting to shine!!!
TTHEYRE
See 45 more reviews

Developer apps

Salesforce
Salesforce

by salesforce.com

💼 Business

(356K)

Free
Salesforce Authenticator
Salesforce Authenticator

by salesforce.com

💼 Business

(4.3K)

Free
Salesforce Social Studio
Salesforce Social Studio

by salesforce.com

🌐 Social Networking

(356)

Free
CRM Analytics
CRM Analytics

Predict. Explore. Take Action.

💼 Business

(1.3K)

Free
Salesforce Events
Salesforce Events

by salesforce.com

💼 Business

(13K)

Free
See developer apps

User experience

🐞

Reported Bugs

100 issues

Tons of identical notifications

Bug

App gets hung up often

Bug

Cases don't update

Bug

Cases don't show up

Bug

App crashes constantly

Bug

Login does not work

Bug

Push notifications don't work

Bug

Creates a draft each time you open the reply window

Bug

Can't remove the draft

Bug

App is slow and jumpy

Bug

Agent has left chat shown while app is still open

Bug

Background refresh could be better

Bug

App shows end-users that the agent has left the chat

Bug

App logs out all the time

Bug

Google apps login is flawed

Bug

Tickets opening slowly

Bug

General unresponsiveness

Bug

Crashes when it opens up

Bug

Constantly logging out for "inactivity"

Bug

Not refreshing ticket statuses

Bug

Cannot log back in

Bug

App is very slow

Bug

Still has almost all the bugs from previous version

Bug

New design is not intuitive

Bug

Cannot resolve/close a case from toplevel lists by swiping to the left

Bug

Composer screen doesn't scroll

Bug

Replies are "unable to be saved"

Bug

Doesn't allow you to return from the apps internal browser

Bug

Infinite loop asking for login creds

Bug

Copying a hyperlink within a case doesn't work

Bug

Requires you to be logged into only one device at a time

Bug

App badges do not work

Bug

Multiple push notifications for resolved cases

Bug

App refuses to send replies and erases typed text

Bug

Refuses to authenticate even though password is correct

Bug

Duplicate notifications for cases with no changes

Bug

No push notifications when agent creates change in web view

Bug

App badges not working

Bug

Push notifications don't take you directly to the case

Bug

Switching apps while typing a case response loses typed text

Bug

System error when logging in

Bug

Notifications don't work

Bug

Doesn't remember password

Bug

Lost drafts/messages

Bug

App is a wrapper around the mobile web site

Bug

Login screen freezes

Bug

Incompatible with older devices

Bug

Duplicate notifications

Bug

App gets hung up

Bug

Cases don't update

Bug

Cases don't show up

Bug

App crashes

Bug

Login issues

Bug

App is slow

Bug

App is jumpy

Bug

App is unusable

Bug

Push notifications not working

Bug

Drafts created

Bug

Background refresh issues

Bug

Agent status shown incorrectly

Bug

App logs out frequently

Bug

Login loop

Bug

Cannot attach screenshots

Bug

No CC/BCC

Bug

No To field change

Bug

Limited mobile functionality

Bug

Hyperlink copy failure

Bug

Single device login restriction

Bug

Functionality removed

Bug

Non-intuitive UI

Bug

Swipe functionality removed

Bug

Cannot resolve from list

Bug

Lost replies

Bug

Replies not sent

Bug

Replies erased

Bug

Authentication failure

Bug

Duplicate notifications

Bug

No push notifications for own changes

Bug

No search functionality

Bug

No ticket merging

Bug

No customer change

Bug

No KB article view

Bug

No chat support

Bug

Cannot see all tags

Bug

No icon badge count

Bug

Cannot resolve within case

Bug

Cannot remove drafts

Bug

Poor background refresh

Bug

No search for history

Bug

No sort setting memory

Bug

No macros

Bug

No chat

Bug

No badge count

Bug

No CC/BCC

Bug

No To field change

Bug

No screenshot attachment

Bug

No multiple device login

Bug

No app pin

Bug

No dark mode

Bug

No advanced analytics

Bug
✨

Requested Features

25 requests

Search option for labels

Feature

Ability to merge tickets

Feature

Advanced search options

Feature

Ability to change customers

Feature

App pin option

Feature

Keep users logged in longer

Feature

Ability to attach screenshots

Feature

Ability to bcc or cc

Feature

Ability to change the to field

Feature

Search for history

Feature

Remember sort settings for cases

Feature

View KB articles

Feature

Use macros

Feature

Chat enabled

Feature

Badge count for icon

Feature

Resolve cases from within the case

Feature

Remove drafts

Feature

Improve background refresh

Feature

Show sender's message while replying

Feature

Add CC or BCC

Feature

Ability to change saved contacts

Feature

Allow multiple device logins

Feature

Add app pin

Feature

Dark mode option

Feature

Advanced analytics dashboard

Feature

FAQ

What does the Desk app do?

The Desk app helps you manage customer support cases and collaborate with your team. You can view customer inquiries, respond to requests, track case status, and receive notifications about new cases, all from your mobile device.

What are the key features of the Desk app?

Key features include viewing all customer inquiries, checking support queues, replying to and resolving customer requests, searching for cases, adding internal notes, using quick replies (macros), setting case status and priority, assigning cases, and viewing detailed customer information. Push notifications alert you to new cases.

Is the Desk app free to use?

Yes, the Desk app is a free app that syncs with your existing Desk site. There are no additional costs mentioned for using the mobile application itself.

What devices is the Desk app compatible with?

The Desk app is a native app designed for use on iPhones and iPads. It ensures you can stay connected to your customer support operations from these Apple mobile devices.

How does the app help with customer support on the go?

The app allows you to manage customer issues, collaborate with your team, and respond to cases even when you are not at your desk. Features like push notifications and the ability to resolve cases with a swipe make it efficient for mobile use.