Desk.com (discontinued) vs. InvGate Service Desk

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
InvGate Service Desk
Score 9.3 out of 10
N/A
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.N/A
Pricing
Desk.com (discontinued)InvGate Service Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)InvGate Service Desk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Desk.com (discontinued)InvGate Service Desk
Top Pros
Top Cons
Features
Desk.com (discontinued)InvGate Service Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
InvGate Service Desk
9.3
2 Ratings
14% above category average
Organize and prioritize service tickets00 Ratings10.02 Ratings
Expert directory00 Ratings9.02 Ratings
Service restoration00 Ratings9.02 Ratings
Self-service tools00 Ratings10.02 Ratings
Subscription-based notifications00 Ratings9.02 Ratings
ITSM collaboration and documentation00 Ratings9.02 Ratings
ITSM reports and dashboards00 Ratings9.02 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
InvGate Service Desk
9.0
2 Ratings
10% above category average
Configuration mangement00 Ratings9.02 Ratings
Asset management dashboard00 Ratings9.02 Ratings
Policy and contract enforcement00 Ratings9.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
InvGate Service Desk
9.0
2 Ratings
8% above category average
Change requests repository00 Ratings9.02 Ratings
Change calendar00 Ratings9.01 Ratings
Service-level management00 Ratings9.02 Ratings
Best Alternatives
Desk.com (discontinued)InvGate Service Desk
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
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)InvGate Service Desk
Likelihood to Recommend
8.2
(38 ratings)
10.0
(2 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)
1.0
(1 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Desk.com (discontinued)InvGate Service Desk
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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InvGate
This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
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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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InvGate
  • Set-up of system.
  • GUI is user-friendly.
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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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InvGate
  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
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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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InvGate
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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InvGate
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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InvGate
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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InvGate
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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InvGate
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
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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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InvGate
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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InvGate
At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
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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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InvGate
  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
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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

InvGate Service Desk Screenshots

Screenshot of Incident ManagementScreenshot of Built In and Customizable ReportsScreenshot of Knowledge Base