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.
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GitGuardian
Score9 out of 10
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GitGuardian is an end-to-end NHI security platform designed to help organizations strengthen their Non-Human Identity (NHI) security posture and address compliance standards and regulations. As attackers increasingly target NHIs, such as service accounts, service principals, and applications, protecting and managing these critical assets has become paramount. NHIs rely on “secrets” like API keys and certificates for authentication, and their rapid proliferation has led to significant…
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I do think it'll absolutely fit everyone who codes integrates with another platform or services. We all forget that one credentials one in a while, and especially those who managed public repository, it is important to keep an eye on accidentally committed credentials. While I think you don't really needs it for personal project, it's a nice to have, you don't want to waie up to 50k USD of sudden surcharge on resources you don't use.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
GitGuardian monitors every public or private GitHub commit ( that have GitGuardian installed) and event in real-time for secrets and sensitive data. In a leak scenario it immediately notifies us.
It uses sophisticated pattern matching techniques to detect credentials that cannot be strictly defined with a distinctive pattern (like unprefixed credentials)
It covers several API providers, database connection strings, private keys, certificates, usernames and passwords etc
GitGuardian have high True Positive Rate of around 91% and reduces alert fatigue with smart occurrences regrouping
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Improved user interface: It would be beneficial to have a more intuitive and user-friendly interface for Internal Monitoring on GitGuardian. This would make it easier for users to quickly access the data they need and understand the results of their scans.
Automated alerts: It would be helpful to have automated alerts when certain conditions are met, such as when a scan reveals sensitive data or when a new repository is created. This would help users stay informed and take action in a timely manner.
More detailed reports: Currently, Internal Monitoring reports are limited in terms of the depth of information they provide. It would be useful to have more detailed reports that include additional metrics, such as the number of repositories scanned and the types of sensitive data found.
Faster scan times: Scan times can be slow at times, making it difficult to stay on top of changes in repositories quickly. It would be beneficial to have faster scan times so that users can take action quickly when needed.
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I've evaluated quite a few other tools, like git-secrets, Git-leaks, scan, and maybe a few more. They're all great but quite surprisingly none of them detected Github OAuth Secrets for us. A lot of the FOSS tools out there focus on much simpler, generic secrets, which is good in itself but with GitGuardian, it was dead simple from day one. I just connected our Github Account and set up the gg-shield cli and that was all.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
GitGuardian Internal Monitoring has had a positive impact on our overall business objectives. By providing visibility into our code repositories and alerting us to potential security risks, we have been able to identify and mitigate security issues before they become a problem. This has allowed us to focus more on developing our product and less on responding to security incidents. We have also seen an increase in customer confidence in our product as a result of using GitGuardian Internal Monitoring, which has led to increased customer loyalty and retention. Overall, the ROI of using GitGuardian Internal Monitoring has been very positive for our business.
We have seen an increase in the security of our codebase, as well as an improvement in the speed and accuracy of our code reviews. This has enabled us to quickly identify and address any potential security issues before they become a problem. Additionally, we have seen an increase in our ROI as a result of using GitGuardian Internal Monitoring, as it has allowed us to save time and money by preventing costly security breaches.
