What users are saying about
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92 Ratings

Desk.com

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92 Ratings
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Score 8.3 out of 100
11 Ratings
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Score 9 out of 100

Feature Set Ratings

    Incident and problem management

    Desk.com

    Feature Set Not Supported
    N/A
    9.6

    HappyFox Help Desk

    96%
    HappyFox Help Desk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    10.0
    100%
    5 Ratings

    Expert directory

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    10.0
    100%
    4 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    9.2
    92%
    4 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    10.0
    100%
    5 Ratings

    Ticket response

    N/A
    0 Ratings
    9.6
    96%
    5 Ratings

    Self Help Community

    Desk.com

    Feature Set Not Supported
    N/A
    9.1

    HappyFox Help Desk

    91%
    HappyFox Help Desk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    9.1
    91%
    4 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    9.0
    90%
    4 Ratings

    Multi-Channel Help

    Desk.com

    Feature Set Not Supported
    N/A
    9.2

    HappyFox Help Desk

    92%
    HappyFox Help Desk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    9.5
    95%
    3 Ratings

    IVR

    N/A
    0 Ratings
    8.5
    85%
    2 Ratings

    Social integration

    N/A
    0 Ratings
    9.5
    95%
    3 Ratings

    Email support

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.5
    95%
    3 Ratings

    Attribute Ratings

    • HappyFox Help Desk is rated higher in 1 area: Likelihood to Recommend
    • Desk.com and HappyFox Help Desk are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    8.2

    Desk.com

    82%
    46 Ratings
    9.4

    HappyFox Help Desk

    94%
    6 Ratings

    Likelihood to Renew

    10.0

    Desk.com

    100%
    15 Ratings
    10.0

    HappyFox Help Desk

    100%
    1 Rating

    Usability

    8.3

    Desk.com

    83%
    27 Ratings

    HappyFox Help Desk

    N/A
    0 Ratings

    Availability

    1.0

    Desk.com

    10%
    4 Ratings

    HappyFox Help Desk

    N/A
    0 Ratings

    Performance

    10.0

    Desk.com

    100%
    2 Ratings

    HappyFox Help Desk

    N/A
    0 Ratings

    Support Rating

    8.2

    Desk.com

    82%
    32 Ratings

    HappyFox Help Desk

    N/A
    0 Ratings

    Implementation Rating

    10.0

    Desk.com

    100%
    2 Ratings

    HappyFox Help Desk

    N/A
    0 Ratings

    Likelihood to Recommend

    Salesforce

    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.
    Read full review

    Tenmiles Corporation

    Happy Fox works well in companies that want a full look at all of their tickets in one place. It may be better suited to smaller companies who can check or double check their tickets and have the time to spare. For bigger companies, I think there are better, more robust solutions.
    Read full review

    Pros

    Salesforce

    • 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.
    Read full review

    Tenmiles Corporation

    • Smart Rules - Easily create triggers that run based on a variety of criteria. This allows for easily moving tickets through our process. An awesome example is our manager's ability to assign tickets to technicians right from their email simply by responding to the ticket in a certain way. This prevents the opening of a web browser or the mobile app to complete basic functions. Removing one step from the process has already saved us countless hours.
    • Easy to use and clean interfaces all around. Whether it's the web interface, mobile web interface, or one of the mobile apps, HappyFox is all around intuitive. Plenty of things can be made to be updated in two or fewer clicks (Assigned to, due date, priority).
    • HappyFox allows our users to easily create tickets on behalf of customers. Any person who has previously contacted the Help Desk is stored as a contact and can be referenced again quickly.
    • While the portal they provide is basic, it can be quite heavily customized with color schemes and logos. Ours ended up looking better than almost anything else we host both internally and externally. It's clean, simple and provides an easy way for users to input a ticket.
    • Between the Smart Rules and SLAs it's easy to make sure every ticket gets the attention it deserves. Automatic reminders can be sent to technicians based on criteria. Reports can be run to ensure that service levels are being met. These two things alone have greatly increased the quality of service.
    Read full review

    Cons

    Salesforce

    • 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
    Read full review

    Tenmiles Corporation

    • There are a few features that I would hope to be standard that are not yet accessible. For instance, having different time zones isn't a choice, and clients aren't able to create their own reports, only staff can. So, my staff is required to run those reports for our clients.
    Read full review

    Pricing Details

    Desk.com

    Starting Price

    Editions & Modules

    Desk.com editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      HappyFox Help Desk

      Starting Price

      $29 per user/per month

      Editions & Modules

      HappyFox Help Desk editions and modules pricing
      EditionModules
      Mighty$291
      Fantastic$492
      Enterprise$693
      Enterprise Plus$894

      Footnotes

      1. per user/per month
      2. per user/per month
      3. per user/per month
      4. per user/per month

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Salesforce

      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
      Read full review

      Tenmiles Corporation

      The way we have our implementation customized has allowed us to tailor the application to exactly how we would like to use it. We didn't have to change our procedures and fear the potential of poor adoption. Instead we customized the application to be used the way we already ran our help desk. From there on out we reaped the benefits of quicker resolutions, increased transparency, and much happier end users. After setting up Smart Rules, HappyFox does a lot of thinking for us. Tickets go where they need to go, close when they are supposed to close and even remind techs of inactivity. This removes the necessity for micromanagement, which is appreciated by our employees and managers alike
      Read full review

      Usability

      Salesforce

      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.
      Read full review

      Tenmiles Corporation

      No answers on this topic

      Reliability and Availability

      Salesforce

      We've never had a problem with Desk.com's availability.
      Read full review

      Tenmiles Corporation

      No answers on this topic

      Performance

      Salesforce

      Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
      Read full review

      Tenmiles Corporation

      No answers on this topic

      Support Rating

      Salesforce

      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.
      Read full review

      Tenmiles Corporation

      No answers on this topic

      Implementation Rating

      Salesforce

      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.
      Read full review

      Tenmiles Corporation

      No answers on this topic

      Alternatives Considered

      Salesforce

      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.
      Read full review

      Tenmiles Corporation

      HappyFox delivered a more cost effective solution and asset management had no limit. The main problem I saw with the various other services I demoed, was the up charges. The pricing seems manageable until you see that they charge for every 100 or so of this and 100 of that. HappyFox is truly a one-stop shop for us.
      Read full review

      Return on Investment

      Salesforce

      • 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.
      Read full review

      Tenmiles Corporation

      • Through Email support, the company conducts a marketing plan, through sharing of catalogs.
      • Survey and feedback are conducted and attained from HappyFox.
      • HappyFox supports live chat, an easy way to perfect the satisfaction of clients.
      Read full review

      Screenshots

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