What users are saying about
58 Ratings
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Score 6.2 out of 100
12 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Desk.com

Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications
Michael Kim | TrustRadius Reviewer

Microsoft Parature (Discontinued)

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Rusty Wilson | TrustRadius Reviewer

Pros

Desk.com

  • Desk.com makes tracking customer inquiries easy. A ticket is created for each customer email by linking to our main customer support email address, and we can create tickets manually for logging phone calls. This allows us to have more than one person keeping track of all inquiries, and we can ensure that everyone in our customer support group is fully aware of all inquiries that particular customer has made, since all are tracked under the customer.
  • Desk.com allows us to put metrics around our customer inquires and IT problems by allowing each ticket to be categorized by subjects of our choosing. This way, we are able to track items of importance to our group, running reports on the different labels used for our tickets, and giving us an overall view of what is being inquired about most, allowing us to see any problems or major concerns in real time.
  • Desk.com provides much flexibility for our needs as a company, allowing us to tailor the software for our everyday use. We are able to set up our own email templates, macros, and information site, as well as labels that are more specific to the work we do.
DeeDee Saladino | TrustRadius Reviewer

Microsoft Parature (Discontinued)

  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Brendon Newell | TrustRadius Reviewer

Cons

Desk.com

  • 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
Katie Nix | TrustRadius Reviewer

Microsoft Parature (Discontinued)

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Desk.com

Desk.com 8.4
Based on 14 answers
I chose an 8 because it is easy to use and integrate we are working to make improvements and our support team has bought in. We are able to track soon to close opportunities in it as well as give good feed back to upper management on headcount and other issues
Benjamin Hemstreet | TrustRadius Reviewer

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 6.1
Based on 10 answers
Parature has been the best option for this campus in terms of what we use it for and there is no alternative
Carrie Canty | TrustRadius Reviewer

Usability

Desk.com

Desk.com 10.0
Based on 1 answer
The UI is clean, well organized, and extremely functional. They don't waste any pixels on fluff and window dressing. When you're in Desk, you're there to Get Stuff Done.
Vivek Chawla | TrustRadius Reviewer

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Desk.com

Desk.com 1.0
Based on 2 answers
We've never had a problem with Desk.com's availability.
Vivek Chawla | TrustRadius Reviewer

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 7.5
Based on 2 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Rusty Wilson | TrustRadius Reviewer

Performance

Desk.com

Desk.com 10.0
Based on 1 answer
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Vivek Chawla | TrustRadius Reviewer

Microsoft Parature (Discontinued)

No score
No answers yet
No answers on this topic

Support Rating

Desk.com

Desk.com 7.6
Based on 3 answers
For simple questions, their support is extremely responsive but for some more complicated topics it can drag for days. Also I reported bugs a couple of times and they told me it would be updated but that never happened. Also they are not reassigning tickets for agents that are on holiday so if you are unlucky you will need to wait for your agent to return from his vacation to get the assistance.
Vuk Lau | TrustRadius Reviewer

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 1.0
Based on 1 answer
Nothing ever seemed to get resolved
Anonymous | TrustRadius Reviewer

Implementation Rating

Desk.com

Desk.com 10.0
Based on 1 answer
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.
Vivek Chawla | TrustRadius Reviewer

Microsoft Parature (Discontinued)

No score
No answers yet
No answers on this topic

Alternatives Considered

Desk.com

Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the student progresses. Desk.com met our needs from a customer service tracking point of view. We're able to keep track of what types of questions students are asking and gives us an easy communication board for answering questions. These two services are not quite comparable because they serve different purposes but if you're looking to do support, Desk.com is easily customizable
Anonymous | TrustRadius Reviewer

Microsoft Parature (Discontinued)

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
Anonymous | TrustRadius Reviewer

Return on Investment

Desk.com

  • 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.
Anonymous | TrustRadius Reviewer

Microsoft Parature (Discontinued)

  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Jamaal Johnson | TrustRadius Reviewer

Screenshots

Microsoft Parature (Discontinued)

Pricing Details

Desk.com

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Microsoft Parature (Discontinued)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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