What users are saying about
4 Ratings
58 Ratings
4 Ratings
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Score 9 out of 100
58 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

Desk.com

Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications
Michael Kim | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
Desk.com
Organize and prioritize service tickets
365Ticketing
7.0
Desk.com
Expert directory
365Ticketing
8.0
Desk.com
ITSM collaboration and documentation
365Ticketing
8.0
Desk.com
Ticket creation and submission
365Ticketing
8.0
Desk.com
Ticket response
365Ticketing
9.0
Desk.com

Self Help Community

365Ticketing
9.0
Desk.com
Internal knowledge base
365Ticketing
9.0
Desk.com

Multi-Channel Help

365Ticketing
9.0
Desk.com
Email support
365Ticketing
9.0
Desk.com

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

Desk.com

  • Desk.com makes tracking customer inquiries easy. A ticket is created for each customer email by linking to our main customer support email address, and we can create tickets manually for logging phone calls. This allows us to have more than one person keeping track of all inquiries, and we can ensure that everyone in our customer support group is fully aware of all inquiries that particular customer has made, since all are tracked under the customer.
  • Desk.com allows us to put metrics around our customer inquires and IT problems by allowing each ticket to be categorized by subjects of our choosing. This way, we are able to track items of importance to our group, running reports on the different labels used for our tickets, and giving us an overall view of what is being inquired about most, allowing us to see any problems or major concerns in real time.
  • Desk.com provides much flexibility for our needs as a company, allowing us to tailor the software for our everyday use. We are able to set up our own email templates, macros, and information site, as well as labels that are more specific to the work we do.
DeeDee Saladino | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

Desk.com

  • Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
  • Arbitrary and confusing limitations in business rules and custom fields
  • Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
  • Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
  • Reporting tools are clunky, slow, and just all-around pretty useless
Katie Nix | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 8.4
Based on 14 answers
I chose an 8 because it is easy to use and integrate we are working to make improvements and our support team has bought in. We are able to track soon to close opportunities in it as well as give good feed back to upper management on headcount and other issues
Benjamin Hemstreet | TrustRadius Reviewer

Usability

365Ticketing

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 10.0
Based on 1 answer
The UI is clean, well organized, and extremely functional. They don't waste any pixels on fluff and window dressing. When you're in Desk, you're there to Get Stuff Done.
Vivek Chawla | TrustRadius Reviewer

Reliability and Availability

365Ticketing

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 1.0
Based on 2 answers
We've never had a problem with Desk.com's availability.
Vivek Chawla | TrustRadius Reviewer

Performance

365Ticketing

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 10.0
Based on 1 answer
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Vivek Chawla | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 7.6
Based on 3 answers
For simple questions, their support is extremely responsive but for some more complicated topics it can drag for days. Also I reported bugs a couple of times and they told me it would be updated but that never happened. Also they are not reassigning tickets for agents that are on holiday so if you are unlucky you will need to wait for your agent to return from his vacation to get the assistance.
Vuk Lau | TrustRadius Reviewer

Implementation Rating

365Ticketing

No score
No answers yet
No answers on this topic

Desk.com

Desk.com 10.0
Based on 1 answer
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Vivek Chawla | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

Desk.com

Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the student progresses. Desk.com met our needs from a customer service tracking point of view. We're able to keep track of what types of questions students are asking and gives us an easy communication board for answering questions. These two services are not quite comparable because they serve different purposes but if you're looking to do support, Desk.com is easily customizable
Anonymous | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

Desk.com

  • Better customer service and employee efficiency when dealing with cases
  • It's so universal, meaning that everyone can use it and it's easy to understand.
  • The only negative impact is that our IT department who is assigned tickets has responded to customers instead of to the local reps and we have to ensure they know to change the email if it's assigned to them.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

Desk.com

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Desk.com Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
Desk.com
8.0

Likelihood to Renew

365Ticketing
Desk.com
8.4

Usability

365Ticketing
Desk.com
10.0

Reliability and Availability

365Ticketing
Desk.com
1.0

Performance

365Ticketing
Desk.com
10.0

Support Rating

365Ticketing
Desk.com
7.6

Implementation Rating

365Ticketing
Desk.com
10.0

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