Done at my Desk.
July 08, 2014
Done at my Desk.
Score 6 out of 10
N/A (cloud application)
- Agent, Business Insignts, Admin, New Business Insights
Overall Satisfaction with Desk.com
My company offers a Software as a Service to our clients. We use Desk to handle incoming email inquiries and internal tasks. We use Desk.com within both my department and then also IT / Operations to keep track of internal tasks. For example, when onboarding a new clients we create tickets to communicate with them the information they need (pulling their contact info from Salesforce - we've integrated), create tickets for ourselves to install and upgrade the site and then for operations to deploy the appropriate upgrades, features and reports to that site. We also use Desk to help monitor ticket demographics through reports based on the use of labels - our software administrators vs. supporters etc.
- Notes. It's really nice to be able to leave notes on tickets for internal communication.
- Rules. The business rules are really handy for being able to automate either certain tasks (like automatically closing / deleting out of office responses) and for contacting Desk administrators (a case that you're working on has been updated!)
- Labels. Labels are great in the fact that we can pull reports based off of them and add or create as many as we want. They offer a lot of flexibility and workarounds to compensate for any limitations.
- Reporting. The new business insights are great in the fact that we can now export reports to CSV, but we are still limited (here at Cappex) to pulling off of labels. There is a tab when viewing a ticket to look at customer info. Because our clients are organizations, that is usually what we have in that tab. We'd like to be able to pull based on client. For example, "how many tickets did X organization have this month?" and we're only able to do that through the label "X organization" which heavily relies on the team properly labeling. We feel like it's a workaround to what we'd like to be doing.
- Desk.com is sometimes very slow. Either in loading, to pick up incoming communications or in sending them. We've often experienced "outages" and while Desk.com is very diligent about adding a banner at the top to indicate that you are aware of the problem, there is not much room for detail or insight to give more information.
- There is not much monitoring in place to let us know if an email address got changed (as in our incoming or outgoing) or details that would effect an API like Salesforce.com. It just stops working and while it is our responsibility to keep these things in order, it has sometimes taken a bit of time to both notice and then narrow down the problem. It would be really cool if maybe people dubbed administrators could be notified when something is amiss!
- Better transparency regarding the workload and quality of service provided by our agents. Management is now able to see just how many tickets are in the air and how agents are handling them.
- Work efficiency. Playing into the above comment, having all communications 'public' to management helps to keep employees motivated to perform at high quality standards.
- Desk has given us the ability to truly track (even if it is a little bit off) the volume of support we are providing. Before Desk everything was just handled in Outlook and there was no insight at all into statistics around tickets.
I was not involved in the selection process of Desk.com vs. competitors but we are discontinuing our Desk.com subscription this month and instead opting to use Service Cloud as our new ticketing system. It allows better integration with Salesforce.com and also is more client based (referring to the reporting and stats I brought up).
Please see previous comment. We will not be renewing Desk.com and are instead opting for Service Cloud - another Salesforce product that ties in better with having tickets based off clients rather than single serving tickets. Service cloud was also considered due to the extensive reporting and the ability to import information in (cases for example). We will be migrating at the end of the month.
For us, we have a regular customer base that we work with. Lots of returning customers - this means they often respond to old emails and it just reopens the ticket instead of creating a new one each time, skewing our statistics. I think Desk.com would be much more suitable for 'single serving' assistance - maybe a retail company, travel agency or something where your client base is composed more of unique clients and less returning clients.