Desk.com (discontinued) vs. Gmelius

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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.N/A
Gmelius
Score 9.8 out of 10
N/A
Gmelius Mission: Build the 1st collaboration platform that lives where you work 🚀 Gmelius offers a way to collaborate, manage projects and automate workflows inside Google Workspace (formerly G Suite),and beyond, by connecting the other tools that are used daily at companies like Slack, and Trello. Teams can collaborate right from the tools they already know and love. Gmelius allows them to work together on email, monitor and distribute their company's workload visually, and…N/A
Pricing
Desk.com (discontinued)Gmelius
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)Gmelius
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Desk.com (discontinued)Gmelius
Project Management
Comparison of Project Management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Gmelius
6.5
6 Ratings
19% below category average
Task Management00 Ratings7.24 Ratings
Workflow Automation00 Ratings7.15 Ratings
Mobile Access00 Ratings5.94 Ratings
Search00 Ratings5.85 Ratings
Communication
Comparison of Communication features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Gmelius
8.1
5 Ratings
1% above category average
Notifications00 Ratings8.15 Ratings
Best Alternatives
Desk.com (discontinued)Gmelius
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Stackby
Stackby
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Troop Messenger
Troop Messenger
Score 9.7 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
HCL Connections
HCL Connections
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)Gmelius
Likelihood to Recommend
8.2
(38 ratings)
9.7
(6 ratings)
Likelihood to Renew
8.4
(14 ratings)
-
(0 ratings)
Usability
8.3
(19 ratings)
-
(0 ratings)
Availability
1.0
(2 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
8.2
(21 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Desk.com (discontinued)Gmelius
Likelihood to Recommend
Discontinued Products
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.
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Gmelius
Lead generation for nearly any kind of business. I can't even explain how easy it is to set everything up. I also love that I can send test emails to myself. Sequencing and Scheduling out follow-ups help me stay on top of potential sales, especially smaller sales that aren't always on my radar 24/7. Sending post-sale information on a regular basis. Basically, Gmelius works for the entire sales cycle, pre to post.
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Pros
Discontinued Products
  • 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.
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Gmelius
  • Easy to assign and action emails.
  • Easy to add notes for a particular individual to action them without missing out on important details.
  • Ready to use templates can be designed for everyday responses to clients.
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Cons
Discontinued Products
  • 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
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Gmelius
  • Easier access to dashboard.
  • Ability to edit email names more if a person's name doesn't match up with their Gmail account.
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Likelihood to Renew
Discontinued Products
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
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Gmelius
No answers on this topic
Usability
Discontinued Products
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.
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Gmelius
No answers on this topic
Reliability and Availability
Discontinued Products
We've never had a problem with Desk.com's availability.
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Gmelius
No answers on this topic
Performance
Discontinued Products
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
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Gmelius
No answers on this topic
Support Rating
Discontinued Products
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.
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Gmelius
No answers on this topic
Implementation Rating
Discontinued Products
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.
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Gmelius
No answers on this topic
Alternatives Considered
Discontinued Products
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.
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Gmelius
We switched to Gmelius from Mixmax because we wanted to try the inbox/label sharing features. Ultimately, Mixmax is more accurate with tracking opens, and it is much more user friendly. We switched back to Mixmax after about a year using Gmelius. Mailshake is also a better tool for sending out high volumes of emails, as it is better at making sure your email address doesn't get flagged as spam.
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Return on Investment
Discontinued Products
  • 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.
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Gmelius
  • I reliably post 20-30% higher activity numbers weekly due to my use of Gmelius
  • Gmelius is a significant contributer to my sales success -- The last two years I have more than doubled company-issued sales targets
  • Gmelius saves me tons of time each week due to automated campaigns. I would say I've reclaimed at least 20% of my work week scheduling out follow up and pre-scheduling lead gen email campaigns out.
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ScreenShots

Desk.com (discontinued) Screenshots

Screenshot of Desk.com ConsoleScreenshot of Desk.com Issue ScreenScreenshot of Desk.com Reporting and Analytics

Gmelius Screenshots

Screenshot of Use shared inbox that work together on emailScreenshot of Get kanban boards to organize teamwork visuallyScreenshot of Organize workflow automation to make your team happier