Cloudflare’s connectivity cloud is a unified platform of cloud-native services designed to help enterprises regain control over their IT environments. Powered by an intelligent, programmable global cloud network, it is built to offer security, performance, visibility, and reliability.
$20
per month
Desk.com (discontinued)
Score 8.3 out of 10
N/A
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.
Cloudflare works well as security measure that gives peace of mind without needing to work too hard to get it functioning well. It provides great tools to customize the security experience as well. This is all the same for the caching tools as well. They have a lot of built in tools that make using the caching easy right out of the box, but they provide the customization options to get things just right for your site.
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.
The best part is the content delivery network. Cloudflare has a large network of data centres around the world that helps cache and delivers content quickly to our customers.
Cloudflare offers us with a fast and reliable DNS service and with the world class features such as Cloudflare workers, SSL verification, certificate management and web application firewall. When all of these are combined together, it provides very strict security for our organization.
One of the most important feature that we use is the analytics and threat detection. It provides us with the real time insights of all the threats originating from multiple locations and landing on our websites.
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.
In some cases, using Cloudflare can actually lead to slower website speeds if the network is congested or if the website's traffic is particularly heavy.
Some website owners may find that the level of customization offered by Cloudflare is limited, especially in comparison to other solutions.
While Cloudflare is easy to set up and manage, it may be too complex for users who are not familiar with web technologies.
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
Everything is extremely concise and all settings apply immediately and take effect globally. There is no reason to explicitly plan/think in terms of individual regions as one would have to traditional cloud offerings (AWS, OCI, Azure). All Cloudflare products integrate seamless as part of a single pipeline that executes from request to response.
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.
Excellent product, Cloudflare is a true pioneer of the modern Internet, providing tools, services, and expertise that vastly improve the performance and security of web services. Any issues are resolved quickly with detailed RCA and follow-ups published publicly. I'm thankful to Cloudflare and use their services both at work and at home.
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.
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.
Immediate ROI on Registrar and DNS hosting while giving a single plane of glass to managing both with domain registrations at cost, and no cost DNS hosting
WAF helped us move at risk servers/applications into a protected state allowing us to perform remediations at a measured pace and get them done right instead of band aide solutions.
CDN proxying increase the speed of our website while simultaneously reducing server load.
DMARC management and report interpretation allow use to identify weak points in our email systems, remediate and move to stricter policies without significantly increasing staff time spent managing it.
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.
