Desk.com Reviews

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?

This actually hurt my ability to service a customer. Don't click on a link in an email because it doesn't allow you to return from the apps internal browser. Don't forget to copy all your replies and notes before you hit submit because it's a 50/50 chance that it will bring up a login prompt if you cycle through a few apps and get stuck in an infinite loop asking for login creds. Don't expect to get any real details in app. Too poorly written to offer any additional help that an email client could provide. I don't write reviews but Deskcom is an exception.

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 Deskcom 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 Deskcom 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 Deskcom . 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 Deskcom experience/functionality soon. Most people are on the go and rely on apps. Please make it a priority.

Thank you

I don't get logged out of mine like a lot of users but it still needs a lot of work. It is definitely not a near substitute to a computer when traveling on even much of an alternate.

There is no easy way to label something. It takes about 5 steps to do so. Also the worst for me, I can't find a way to bcc or cc or change the to field in an email besides changing the entire saved contact which is not what I need. This makes my emails mealy impossibly on the field unfortunately.

If these come soon ill be happy to re review and will probably love Deskcom .

Deskcom has been unusable since the day I downloaded it. Been waiting for updates that fixes crashes and not one has fixed that yet. I only use it for read only purpose, because that is the only thing you can do with it, try add a label, crash, try resolve a ticket, crash, try reply, crash!

I am done with Deskcom, since I have been using the web version for a while might as well stick to it, but this update was the last straw, Deskcom will be deleted once I submit this review.

Very disappointed with this update after such a long time.. The look is certainly better but app is very slow and still has almost all the bugs from previous version... This is a shame..
Besides that, I see no new functions and even some has also been removed.. The new design is not intuitive at all and very confusing.. I was hoping this update would fix issues and bring new functions but I guess I was wrong..

I can't believe how much I'm able to do from my iPhone. My productivity away from the office is amazing!!! I can review and respond to cases with ease. Having the ability to set labels and custom field values and to apply macros means I don't lose any of the productivity or tracking tools I love so much with Desk.

Still can't figure out how to resolve a case from within the case. Seems like you have to go pack to the list and mark resolved from there which is really annoying. Push notifications don't work. Creates a draft each time you open the reply window even if you don't type anything, then you can't remove the draft. Deskcom is slow and jumpy. All in all just a really disappointing experience.

I love your desktop product so I "put up" with your app. For me, the functionality is not bad. But Deskcom badges do not work and for every case I get multiple push notifications even after the case is totally resolved. That is very annoying. A lot of times I have to delete Deskcom and re-install for the push notifications to stop. Looking forward to a hardy update soon!

1. I keep losing replies and being logged out after following push notifications.
2. I attempt to log in and it refuses to authenticate even though each time I verify my password is correct by logging on in the web view.
3. Fully agree that app needs to have the senders message in view while replying. Also, the ability to cc or bcc would help a bunch.
4. I often receive duplicate notifications for cases that have no changes.
5. When I am the agent creating the change in the web view please do not send push notifications to my phone.
6. Please keep me logged in for longer or never sign me out unless I explicitly do so.
7. Please let me attach screen shots from my mobile view.

I'm in my trial, and a mobile app is top on my list for a help desk. I keep getting logged out after following a notification and can't log back in. It's also not refreshing my ticket statuses (updated from desktop) when I pull down to refresh the inbox. I have to click on each one to force them to refresh. A badge count for the icon would be great also!

Sorry, but its not stable in the least bit. Constantly not getting emails sent - only about 1/5. Boots you out every time you swap apps, and half the time it gives me a server error and I have to force close Deskcom to be able to log back in. Occasionally helpful to check mails, but not much more. No way to search for history either. Not great.

Not sure why everyone is complaining about how it keeps logging them out. I've been using this for a few weeks and it's been great for me! Great thing to check on the bus on my way to work and whatnot.

Glad that there is finally a dedicated app, but still very disappointed that Deskcom can not keep you logged in.

I would rather pay $10 a year or so … maybe even $20 to have my iPhone or iPad set up as another agent and not have to worry about the logging in and out each time.

Our company's support is primarily email-based. I use Deskcom mainly to run macros to keep cases organized and as an eye on chatter while I am mobile. Since I don't need to reply to cases, I am not using to Deskcom 's full potential. Does the job for me. 5 stars if it can keep you logged in.

Deskcom overall is good, but needs a few things to be better.
1.) I can't ever see all of my tags at once.
2.) I (along with my entire team as well) always get 3 notifications on my phone when a ticket comes in. This is super frustrating.

Sorry...but I need to remain logged in when minimized. Auto refresh if need be but I can't log in each time I tab out to write an email to our developers or respond to dev chat channels.

Will update review after next update. Solid first release. Please continue development and updates.

Deskcom shows end-users that the agent has left the chat while Deskcom is still open.

The background refresh could be better (I just got cases that were submitted 4+ hours ago).

I do like the ability to check cases wherever I am.

Writing a long reply to a customer is impossible because the composer screen doesn't scroll. Then, sometimes your replies are "unable to be saved" for whatever reason. Seems like they gave Deskcom the old college try but it needs a lot of polish.

On the plus side, you can execute macros.

It worked great for awhile, but a few weka ago, it stopped letting me reply to anything. But that's not the worst part: it happily lets you write nice long replies, then summarily refuses to send them AND erases EVERYTHING you just typed in. Completely unusable now and completely garbage. Save yourself a lot of wasted time and don't even try to use Deskcom until they fix it.