Desk.com (discontinued) vs. OpenLM for Engineering Licensing

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.

Incentivized

Independently Invited by TrustRadius

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

OpenLM can simplify the reporting of complex licenses with multiple toolboxes or products on one server. It covers most of our license server types, but not all. The academic version is reasonably priced (e.g. for educational institutions) giving 90% of the features, however setting it up on-premise was more complex than our original pilot would suggest. We couldn't do without it now.

• 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.

Incentivized

Independently Invited by TrustRadius

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

• Peak concurrent license use for any period of time, often less than expected, saves unnecessary over purchase.
• Denials of license, can quickly see where a license is not working, say, after an upgrade.
• Comparison of license utilisation (% when near the limit).
• Quick check of expiring licenses.

• 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

Incentivized

Independently Invited by TrustRadius

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

• You can share a link to a dynamic report (e.g. the last 365 days). The URL is very long but it can be used with a 3rd party short URL utility and shared with users.
• Upgrading to the latest version took a long time to troubleshoot, which left a short gap in the saved data.

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

Incentivized

Independently Invited by TrustRadius

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 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.

Incentivized

Independently Invited by TrustRadius

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

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

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

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.

Incentivized

Independently Invited by TrustRadius

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

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.

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.

Incentivized

Independently Invited by TrustRadius

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

X-Formation, OpenIT, JTB, Sassafras either more expensive for the particular task of managing and monitoring concurrent licenses, or they had a different set of features (such as Sassafras K2/Keyserver also for remote access)

• 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.

Incentivized

Independently Invited by TrustRadius

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

• The academic version has paid for itself handsomely, including our setup costs. The ongoing strategic information saves costs.