What users are saying about
58 Ratings
1 Ratings
58 Ratings
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Score 6.2 out of 100
1 Ratings
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Score 10 out of 100

Likelihood to Recommend

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

Gladly

Gladly is a true Omnichannel solution. Where other products promote this capability, Gladly delivers on it. All channels are supported on the same screen with the same UI. Gladly truly puts the customer at the center of the conversation. With Gladly you can stop switching between applications to support your customers and start delivering world-class support your customers deserve.
Drew Chamberlain | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Desk.com
Gladly
10.0
Organize and prioritize service tickets
Desk.com
Gladly
10.0
Expert directory
Desk.com
Gladly
10.0
ITSM collaboration and documentation
Desk.com
Gladly
10.0

Self Help Community

Desk.com
Gladly
10.0
External knowledge base
Desk.com
Gladly
10.0
Internal knowledge base
Desk.com
Gladly
10.0

Multi-Channel Help

Desk.com
Gladly
10.0
IVR
Desk.com
Gladly
10.0
Social integration
Desk.com
Gladly
10.0
Email support
Desk.com
Gladly
10.0
Help Desk CRM integration
Desk.com
Gladly
10.0

Pros

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

Gladly

  • Easy to use interface. Supporting customers is as easy as texting a friend.
  • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
  • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.
Drew Chamberlain | TrustRadius Reviewer

Cons

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

Gladly

  • Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update.
Drew Chamberlain | TrustRadius Reviewer

Likelihood to Renew

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

Gladly

No score
No answers yet
No answers on this topic

Usability

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

Gladly

No score
No answers yet
No answers on this topic

Reliability and Availability

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

Gladly

No score
No answers yet
No answers on this topic

Performance

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

Gladly

No score
No answers yet
No answers on this topic

Support Rating

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

Gladly

Gladly 10.0
Based on 1 answer
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
Drew Chamberlain | TrustRadius Reviewer

Implementation Rating

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

Gladly

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Gladly

Gladly truly delivers what other vendors promote:
  • True Omnichannel support.
  • Easy to use UI.
  • Robust reporting.
  • Full SaaS solution.
  • Built-in knowledgebase.
  • Simple implementation.
  • Great support team.
  • True business partnership.
  • Full 360 views of your customer.
  • Reduced ramp time for agents.
It truly is the future of Customer Support software. True game changer.
Drew Chamberlain | TrustRadius Reviewer

Return on Investment

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

Gladly

  • We have seen our backlog of both emails and calls reduce significantly since implementing Gladly.
  • We have been able to scale up our support without adding additional agents based on the efficiencies we have gained using Gladly.
  • Customer satisfaction scores have increased based on faster response times, consistent solutions and cross channel awareness.
Drew Chamberlain | TrustRadius Reviewer

Screenshots

Pricing Details

Desk.com

General

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

Gladly

General

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

Rating Summary

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