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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Plone
Score10 out of 10
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Plone is a free and open source content management system built on top of the Zope application server. Plone can be used for any kind of website, including blogs, internet sites, webshops, and internal websites.
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
The larger your organization, the more appropriate Plone will be. This is not to say that Plone is a worse choice for small websites, only that the minimum investment for a Plone site is certainly higher than for other platforms. If you already use Plone for your site and are looking for a redesign or an overhaul, I would only advise switching to a different platform such as WordPress or Drupal if your organization is downsizing. For any other situation, Plone is the natural choice for your growth.
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
Plone is a folder-based system, organising content in a similar way desktop-users are doing for the last two decades. No need to teach non-tech customers some relational-database like paradigm for content management.
Plone is secure. It is the most secure CMS you can get your hands on.
Plone is flexible, and makes fast development easy.
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
Not everything is configurable or editable by Plone, and when you need to adjust or add custom pieces in, you need to deal with Zope. Zope has an ugly, confusing and difficult UI and structure as a backend.
Using 3rd party products is difficult to do - there are a few different ways to get them installed, all of which take a bit of luck to get right.
Building custom products for Plone is not fun. You've got to deal with an archaic framework to tie in that is not well documented (there is documentation about many things, but not great documentation and there are a lot of holes in the documentation).
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
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
Compared to the amount of Plone sites, users and customizations we have in our organization, the amount of support requests and training needed is really small.
The new user interface in Plone 6 is even better, it is super fast, has lots of different blocks for enhancing the page, has flexible layout system and is easy to extend with more features.
Our Plone sites are very robust. We have critical systems on Plone and we have been running sites on Plone for over 20 years with very little unexpected downtime.
Plone is very intensive in its operations, and if not configured well it can be slow. However it is designed and built with speed in mind and with proper use of coding, templates and caching can perform extremely well under high loads. It is capable of scaling to very high load availability environments with no specific coding requirements.
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
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.
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
Drupal: Plone is cheaper, so with Drupal is more complex to reach the required ROI. However, Drupal has a lower learning curve WordPress: For our necessities it has a more expensive learning curve than plone. Joomla, is easier to use. However, it have some issues on security and web content where Plone is much better
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
The impact Plone has had at the University of Oshkosh is as follows: this software allows student workers to learn about IT departments and CMS's in a user-friendly way. It gives many students great jobs that look great on their resumes.
Since there are great training manuals for Plone, there is increased employee efficient in the workplace. Training doesn't take long, and if there's ever a question, the Plone manual is a great tool to refer to.
If an employee using Plone quits, its easy to find someone to replace them with quick training and great resources.
