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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HCL Notes
Score3.5 out of 10
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Notes from HCL (formerly from IBM, acquired by HCL in late 2018) is a collaboration platform based on the Lotus platform.
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 often work with teams from other country and regions, hence HCL Notes is a very useful platform for internal company management operations. It standardized organisational work standards in most of the offices worldwide. HCL Notes also enables chat with other team around the world that I find very helpful when initiating conversation or just want to have a quick update rather than sending emails and waiting for replies. However, HCL Notes is not very efficient in web browsing and user still need to use other internet service providers.
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
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
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
Notes' backwards compatibility sometimes gets in the way. Menus are cluttered with extraneous, outdated options and features that modern users will never use, and Preferences are often difficult to navigate for those coming from Gmail or Outlook. We have greatly simplified this via Policies, but users still find it daunting to go through all the options that are available.
The IBM Notes client for Windows & Mac is essentially the Eclipse Java development platform...so it is HUGE. Performance initially was very slow but IBM has done a good job of speeding things up. As IBM moves more toward cloud-delivered applications, this will not be as much of a problem.
Notes and Domino can be complex to manage for administrators who are more accustomed to ActiveDirectory, Group Policy, etc. Editing a notes.ini file to add a feature, or working with XML files by hand to create a SmartUpgrade kit can be daunting to those coming from more modern administrative roles.
Some users claim to "hate" Notes mail. While I have heard this less and less over the past 10 years, we have had 3rd party software offer plugins to Outlook and it's rare to see any for Notes.
The client update process should be automated more. I would like to see the Notes client update quietly and quickly more like an Adobe software update. If an update fails it should automatically try again without prompting the user over and over.
Notes multiple language spell checking is a downloaded add-on Java-based resource that has to be deployed in a convoluted way that is difficult for users to grasp. Therefore any foreign language spell check updates must be done individually per Notes client by IT, which is unfortunate. I would prefer to see that be a "live download" update option for users to get directly from IBM (don't make me download it and put it on my network).
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
I've been in IT business and as a Programmer/Developer for 20+ years with too many programming languages experiences/back ground (C/C++/Visual Basic/Basic Program/Unix/COBOL/Java). Also with 18+ years with Lotus Notes/IBM Domino, I am still and always think Lotus Notes is the best RAD platform available!. When the time where resource is very limited and the expectation is very high and the turn around is too short, IBM Domino/Notes is the platform to use and it's the only choice available.
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
Easy to use for the user, most of the apps we developed, there is not much need for user training. Most of the times, we just do a demo to the users group and they can pick up from there.
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
I've been using the production for a very long time and very happy with it. Also, all the online resources and forums for notes is very friendly and easy/quick for getting help. I found out that compared to Microsoft or Oracle or any other platforms, IBM Notes online forum is the best I have seen.
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.
Implementation is easy and smooth if the requirement is well gathered/documented. Notes is a RAD platform, all projects in Notes is simple in the implementation step.
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
Outlook has been considered for years as a replacement platform. Pricing and support staff made it prohibitive. Our long-time use of Microsoft Office productivity suite naturally led us to consider the adoption of Office365. A recent investigation told us that Azure Cloud services propel an O365 solution to the forefront. Early adopters in international divisions have paved the way for Azure and O365.
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
Over the years, we have lost countless hours of productivity from the thousands of crashes we have experienced.
One benefit of IBM Notes is that it is very simple to train a new user on. Many people prefer and are familiar with Google tools, but those that use IBM Notes have very little trouble acclimating themselves.
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
