Desk.com (Salesforce)

Desk.com, acquired by Salesforce and integrated into its Service Cloud, is a cloud-based helpdesk platform providing comprehensive customer service and support for enterprises.

While primarily focused on ticketing and case management, its evolution within Salesforce includes significant AI support capabilities automating ticket management and customer service operations.

Key AI-driven features include intelligent ticket routing, automated responses to common inquiries (FAQs), sentiment analysis for prioritization, and AI-powered agent recommendations.

By centralizing customer interactions across channels (email, chat, social media) and leveraging AI for repetitive task automation and insights, Desk.com/Service Cloud helps enterprises improve agent efficiency, reduce response times, personalize interactions, and deliver a seamless, effective customer experience at scale.