Desk.com (discontinued) vs. Vtiger

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
Vtiger
Score 8.7 out of 10
N/A
Vtiger is a customer relationship management (CRM) solution with sales and marketing automation, project management, and inventory management capabilities.
$28
per month per user
Pricing
Desk.com (discontinued)Vtiger
Editions & Modules
No answers on this topic
One Professional - Single App
$28
per month per user
One Professional - Standard
$42
per month per user
One Enterprise - Single App
$42
per month per user
One Enterprise - Standard
$58
per month per user
Offerings
Pricing Offerings
Desk.com (discontinued)Vtiger
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$10 / user / month
Additional DetailsDiscounts are provided for both annual subscriptions, and for high volume users.
More Pricing Information
Features
Desk.com (discontinued)Vtiger
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
10.0
8 Ratings
26% above category average
Customer data management / contact management00 Ratings10.08 Ratings
Workflow management00 Ratings10.08 Ratings
Opportunity management00 Ratings10.08 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings10.08 Ratings
Contract management00 Ratings10.06 Ratings
Quote & order management00 Ratings10.06 Ratings
Interaction tracking00 Ratings10.06 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
9.5
6 Ratings
23% above category average
Case management00 Ratings10.06 Ratings
Help desk management00 Ratings9.06 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
10.0
6 Ratings
28% above category average
Lead management00 Ratings10.06 Ratings
Email marketing00 Ratings10.06 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
10.0
8 Ratings
27% above category average
Task management00 Ratings10.06 Ratings
Billing and invoicing management00 Ratings10.07 Ratings
Reporting00 Ratings10.07 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
9.7
7 Ratings
24% above category average
Forecasting00 Ratings10.06 Ratings
Pipeline visualization00 Ratings10.06 Ratings
Customizable reports00 Ratings9.07 Ratings
Customization
Comparison of Customization features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
9.3
8 Ratings
20% above category average
Custom fields00 Ratings9.08 Ratings
Custom objects00 Ratings10.07 Ratings
API for custom integration00 Ratings9.06 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
10.0
5 Ratings
31% above category average
Social engagement00 Ratings10.05 Ratings
Platform
Comparison of Platform features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
5.0
5 Ratings
40% below category average
Mobile access00 Ratings5.05 Ratings
Security
Comparison of Security features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Vtiger
9.0
8 Ratings
8% above category average
Role-based user permissions00 Ratings9.08 Ratings
Best Alternatives
Desk.com (discontinued)Vtiger
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)Vtiger
Likelihood to Recommend
8.2
(38 ratings)
10.0
(8 ratings)
Likelihood to Renew
8.4
(14 ratings)
-
(0 ratings)
Usability
8.3
(19 ratings)
10.0
(1 ratings)
Availability
1.0
(2 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
8.2
(21 ratings)
10.0
(2 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Desk.com (discontinued)Vtiger
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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Vtiger
vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.
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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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Vtiger
  • User-friendly interface.
  • Reliable tracking system and alerts to maintain overall control of the proceses.
  • Meets all the needs of the average company.
Read full review
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
Read full review
Vtiger
  • Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
  • It's still very simple. There is room for improvement with the setup of the admin panel.
  • The dropdowns function funny when scrolled down. It's picky but it's frustrating.
  • The search function could be improved.
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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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Vtiger
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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Vtiger
I love this CRM, very user friendly. Not conflict and easy to generate the date for reporting.
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Reliability and Availability
Discontinued Products
We've never had a problem with Desk.com's availability.
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Vtiger
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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Vtiger
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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Vtiger
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
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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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Vtiger
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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Vtiger
VTiger had better overall cost and native capabilities that other solutions lacked. We used Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating
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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.
Read full review
Vtiger
  • Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
  • Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
  • Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.
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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

Vtiger Screenshots

Screenshot of Vtiger's home page dashboardScreenshot of A typical contact record in Vtiger