Desk.com (discontinued) vs. Gorgias

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
Gorgias
Score 9.3 out of 10
N/A
Gorgias, headquartered in San Francisco, builds a multi-channel helpdesk integrated with e-commerce merchants'​ back-office. It allows merchants to manage all their support from one place. Gorgias connects all business apps and all communication channels to provide support agents a unified view of their customers. It sets auto-responses to common customer requests.
$60
per month Up to 350 mothly tickets
Pricing
Desk.com (discontinued)Gorgias
Editions & Modules
No answers on this topic
Basic
$60
per month 350 monthly tickets
Pro
$300
per month 2,000 monthly tickets
Advanced
$750
per month 6,000 monthly tickets
Custom
custom
Custom ticket volume
Offerings
Pricing Offerings
Desk.com (discontinued)Gorgias
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Desk.com (discontinued)Gorgias
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Gorgias
8.7
1 Ratings
8% above category average
Organize and prioritize service tickets00 Ratings8.01 Ratings
Expert directory00 Ratings7.01 Ratings
Subscription-based notifications00 Ratings9.01 Ratings
ITSM collaboration and documentation00 Ratings9.01 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings10.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Gorgias
7.0
1 Ratings
12% below category average
External knowledge base00 Ratings6.01 Ratings
Internal knowledge base00 Ratings8.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Gorgias
9.4
1 Ratings
17% above category average
Customer portal00 Ratings8.01 Ratings
IVR00 Ratings9.01 Ratings
Social integration00 Ratings10.01 Ratings
Email support00 Ratings10.01 Ratings
Help Desk CRM integration00 Ratings10.01 Ratings
Best Alternatives
Desk.com (discontinued)Gorgias
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)Gorgias
Likelihood to Recommend
8.2
(38 ratings)
10.0
(1 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)Gorgias
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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Gorgias
It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.
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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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Gorgias
  • Tagging- the tagging system was a great way to stay organized.
  • Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
  • Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.
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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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Gorgias
  • With that said, sometimes integrations would not work and we would have to create a Gmail alias.
  • Their response time was not that quick to errors.
  • They did not integrate with platforms such as whiplash or ship station which would have been very useful.
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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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Gorgias
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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Gorgias
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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Gorgias
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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Gorgias
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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Gorgias
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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Gorgias
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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Gorgias
We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now
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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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Gorgias
  • Scales for 25 inboxes to 40
  • Handled over 1000 tickets a day quickly with Shopify information easily available.
  • Quantified reports for our business partners based on tagging features.
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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