Beyond Compare from Scooter Software headquartered in Madison is a utility for comparing different version of documents and seeing the differences. It also allows changes to be merged and synchronized.
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Desk.com (discontinued)
Score 8.3 out of 10
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Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
Beyond Compare is extremely good at the task of comparisons, whether that is text file comparisons or folder comparisons. It does a great job of easily highlighting the differences for users, and giving them the option of merging (in the case of text files) or synchronizing (in the case of folders.) In either case, no one on my team has ever had any reason to reach for another different tool.
Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.
Desk.com automatically tracks analytics on all cases coming in and going out.
Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
For date formatting discrepancies the software does not automatically mark the dates as equivalent; for instance ‘2019/10/15’ vs. ‘15-OCT-2019’. This would be considered a difference.
The columns/report must be ordered similarly. If extra data is available in one file, it should be removed or extra rows will be marked as differences.
For spreadsheet comparison, the user must save the file on the proper tab and then “recompare” within the tool. There is no way to switch between sheets in the software.
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
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
Again, given the intuitive nature of this program, there is barely any learning curve needed. It is simple, reliable, accurate, and just one of those tools you always have with you and rarely think about until you don't have it. Then it is a case of OMG what was I thinking? This program is just very easy to use, and that makes it more valuable to me than some of my other software tools that cost significantly more.
Desk.com and Salesforce Service Cloud's usability is seamless to get up and running, administer, and scale across the organization. It allows us to get up and running in days rather than weeks and has transformed our customer support teams globally into efficient, world-class teams. The best practices that the Salesforce and Desk.com teams provide are also very valuable, as we have the right case studies and tips to implement right away in our organization.
I have never needed support for this product other than learning how to use a new feature I was not familiar with. User forums and user groups that have used this product for their own purposes have always sufficed for anything that I needed help using with the product. Some of the features could be a little better outlined, but overall very easy to use.
Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.
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.
We've tried many: Code Compare, Meld, UltraCompare, and WinMerge. None of them have the depth of features and speed to handle the work we throw at Beyond Compare. The multi-tabbed interface allows us to sync multiple servers at the same time. It understands multiple file types, metadata, and encodings. It's the best tool for the job.
Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.
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.
