Desk

Common Questions

How does the free trial work?

Our free trial includes all of Desk.com's features for a maximum of 14 days. At any time during those 14 days you are welcome to downgrade to the Starter Plan or make a payment for the Plus Plan. Once your trial period is over, you will need to select a plan and make a payment or your trial will expire.

Can I upgrade or downgrade my plan at anytime?

Yes, of course. Although you're able to upgrade at any time, downgrading will mean losing certain features. If you choose to downgrade, you will need to disable those features before the downgrade can occur. Also, anything you've pre paid for can neither be refunded nor credited to your account.

Is the Starter Plan right for me?

The Starter Plan is a great entry point for small teams. It provides an out of the box solution to get you organized with your support and start providing fast and efficient service to customers.

Why should I choose the Plus Plan?

The Plus Plan gives you access to the complete toolset for taking your customer service to the next level. The Plus Plan gives growing businesses the full Desk.com package to design customized branding, build sophisticated workflows and automate daily tasks.

Is it easy to add or subtract agents for the Plus Plan?

Once you are signed up for the Plus Plan, you are able to add or remove Full-Time and Flex Agents whenever you like. However, we encourage you to keep your agents until your subscription renewal date, as we will be unable to credit you for any Agents you remove mid-cycle.

What are Agents?

Agents are your organization's team members that interact with your customers day in and day out, answering questions and resolving issues.

What is whole company support?

Since providing a great customer experience goes beyond your support team, we've made it easier to have people accross your business participating in the support process. With our Plus Plan, you can add users as Flex Agents to easily have all your team members interacting with customers as part-time users of Desk.com.

What are Flex Hours?

We realize that you may want other people in your company to participate in the support process at various times. We've created Flex hours to calculate billable time for your "part-time" agents, so you only pay for the hours they use. No expensive licenses or monthly commitments.

What are Flex Bundles?

Flex Bundles allow customers to purchase monthly flex hours in advance at discounted rates of up to 50%. Supporting the theme of "whole company support", customers that know that they'll be using flex can take advantage of these bundles to lower costs and save.

Do you offer any special programs for nonprofits?

We believe in giving back, so we have a special program for nonprofits and educational institutions. Please contact us at sales@desk.com.

What are my payment options?

We accept Visa, MasterCard and American Express and you can choose to pay on a monthly or annual basis (pre paid) through our online payment system.

Is there anything else I need to know?

If you choose to downgrade, some features will no longer be available and will need to be turned off before the downgrade can occur. Also, anything you've pre paid for can neither be refunded nor credited to your account.