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Customer Service Godsend
What do you like best about the product?
I love that you can have multiple users accessing the same information from one location
What do you dislike about the product?
Not sure if this is a Desk.com feature or simply the process our customer service team uses, but I dislike the there is only an "update" and "Update & Resolve"
There should be varying levels of status' to better accommodate follow ups, etc.
There should be varying levels of status' to better accommodate follow ups, etc.
What problems is the product solving and how is that benefiting you?
We are able to better track the number of customer touches we encounter and it really gives a full view of our customer base and potential to expand.
With the one stop shop information, you can have more efficiencies in locating information.
With the one stop shop information, you can have more efficiencies in locating information.
Recommendations to others considering the product:
The customer service received from Desk is AMAZING! They are willing and able to help you with anything and everything, from macros, to changing the set up for the users.
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Amazing Solution on a Tight Budget
What do you like best about the product?
You can be up and running very quickly and continue to increase the functionality at your own pace. Support is readily available to work out creative solutions to make the software work best for you and it's very easy to understand. It allows the administrator to feel like they are programming code for complex processes without needing to know any code at all. Everything is very intuitive up front and can be very powerful software when you dive in deeper.
What do you dislike about the product?
We wish there was more integration with email clients such as Microsoft Outlook so my agents could work outside of the online software a little more easily.
What problems is the product solving and how is that benefiting you?
We've greatly improved out ability to collaborate amongst our team regarding customer service issues. We've significantly improved our efficiency in solving and tracking problems.
Desk.com for a small support team
What do you like best about the product?
My primary driver for selecting Desk.com over other service desk platforms was really low barrier to entry. I needed a rapid rollout for a small staff of junior customer support agents. It was important to setup a number of custom fields and workflows with a low barrier to entry for administration and high degree of ease of use for agents. It was also important that features remain open to development and refinement as the team grew and matured. The integration with a SalesForce backend is a key feature, as well, for ongoing relationship management outside of individual support cases.
What do you dislike about the product?
The knowledge base component is strong and highly usable, but poses some challenges to potentially less technical content creators.
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
What problems is the product solving and how is that benefiting you?
Customer and technical support were being handled out of a shared email box, resulting in delays and even drop of cases. The team needed a rapidly deployed customer service desk solution that could handle a variety of customer types with specific needs and handling workflows. Ongoing customer relationship management was also a consideration in addition to immediate support and triage.
Recommendations to others considering the product:
Desk.com is a great service desk platform for a young and developing organization. It can be rolled out rapidly, but also deeply refined and customized over time
Not my favorite tool
What do you like best about the product?
The Next Gen Agent is smoother than the Classic Agent.
What do you dislike about the product?
* Desk often seems to prevent our team from getting their job done efficiently. Our tools should not slow us down. When I hear myself (and others) cursing at the tool, there is a problem.
* For instance, there are still features in Classic Agent that you cannot use in the Next Gen Agent. Not being able to do markup (Textile in Classic Agent) is super annoying.
* Searching can be painful.
* For instance, there are still features in Classic Agent that you cannot use in the Next Gen Agent. Not being able to do markup (Textile in Classic Agent) is super annoying.
* Searching can be painful.
What problems is the product solving and how is that benefiting you?
We can keep track of tickets. Someone on our team uses it for reporting.
Recommendations to others considering the product:
Desk.com is part of Salesforce. The status.desk.com used to say something about trust. (I'm sure you can find it on the wayback machine.) Although better recently, I don't trust that Desk will be up and running when I need it. And, their status updates are not necessarily trustworthy.
limited but poorly implemented on our end
What do you like best about the product?
Simple interface allows for quick access to information.
What do you dislike about the product?
The implementation by the original decision makers created a mess of information hard to report off from the dashboards and business insights.
What problems is the product solving and how is that benefiting you?
Logging of tickets and reporting out of the system for our internal customers are the primary uses.
Recommendations to others considering the product:
Make sure you fit the start up model. The decision makers should have used a third party implementation partner to assist with the project.
Lady Purchasing
What do you like best about the product?
We were very pleased with the integrations with our salesforce products.
What do you dislike about the product?
We were disappointed with the UI and configuration options, it is not very intuitive.
What problems is the product solving and how is that benefiting you?
We use ticketing for client facing, internal helpdesk and operations, desk was suitable for our client facing but not our operations team or internal helpdesk.
Very useful, despite glithy behavior
What do you like best about the product?
I like that I can merge tickets together and create labels, making this a versatile service tool
What do you dislike about the product?
If I switch computers inside my home, Desk will log me out on the other one, causing me to lose my information some of the time. The Android App doesn't really work, and there are some glitches within desk that create headaches.
What problems is the product solving and how is that benefiting you?
We can use the same system from different sites
Recommendations to others considering the product:
Want to take customer service out of a single email inbox? This is great for small businesses
Good customer support tool for small businesses.
What do you like best about the product?
My company uses this product for 2 full time customer service agents. It's easy to learn and provides useful tools like canned response storage, FAQ browser support and Live Chat.
What do you dislike about the product?
The business insights, even the new and improved business insights, is clunky and hard to navigate. Additionally, the seach tool is not very accurate and only works for one word search terms.
What problems is the product solving and how is that benefiting you?
Desk has been very useful for keeping track of customers who have a long history of emails/tickets in the system.
Recommendations to others considering the product:
Very good for small business. Seems like it would be hard to use for 10 agents or more.
Admin of Desk.com for over two years, have scaled from 6 users to 245 in that time.
What do you like best about the product?
Desk.com is easy to use and more importantly, even easier to train. Out of the box it works but through mini-workflows, rules and customization, I have been able to make it what we need for our organization. Desk.com is very powerful in multi-lingual support. I have reviewed over 20 help-desk solutions and nothing comes close to it out of the box, even Service Cloud.
What do you dislike about the product?
The reporting is very limited. Unable to build custom reports. Have bypassed the business insights completely choosing to use our own solution. At times, we have found limitations in rules and filters such as the inability to create a filter for 'Today'. Everything is hour based so it is impossible to filter out, for instance, all resolves today.
What problems is the product solving and how is that benefiting you?
We are currently utilizing all channels in Desk.com including Email, Chat, Twitter, Facebook, and Phones. Through Macros (canned responses) we are able to quickly and easily respond to customers quickly in multiple languages which is important to us.
Recommendations to others considering the product:
Great for small businesses and can be scaled for medium size businesses depending on the organization.
Complex and robust, hard to get used to at first, but very powerful
What do you like best about the product?
Exporting case data is easy with Desk. If you organize your case data well using labels and custom fields, the data can be very useful for making product decisions.
What do you dislike about the product?
Sometimes the interface feels confusing and bloated. After learning the ropes, the software is very powerful and easy to use.
What problems is the product solving and how is that benefiting you?
Customer support and collecting customer complaint data from product.
Recommendations to others considering the product:
Make sure it meets your needs when it comes to Knowledge Base and in-product messaging to users. Desk has a great Knowledge Base product, but it lacks tools to bulk-edit content.
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