Desk.com for a customer service minded school.
Updated February 25, 2015

Desk.com for a customer service minded school.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Desk.com

We are using Desk.com across 3 departments. Initially the Student Information Services department was the only team using Desk.com to track student questions. We enrolled other members of the team to

Pros

  • Great layout for receiving and responding to email inquiries.
  • Great Desk.com support including training for new team members and support for questions and inquiries regarding the Desk.com options.
  • It's easy to create Macros which is nice to streamline across all agents.

Cons

  • We need a quicker way to log in-person tickets as most of our questions occur face-to-face.
  • While the act of pulling reports is pretty easy based on what you're looking for (by label, by custom field, etc.), the report can only pull so many labels at once and is a laborious process.
  • Sometimes the reports show different numbers under various headings like "Times Applied" vs "Cases Resolved" (for labels) so it could be clearer to know what each one means. There are definitions online but not super clear.
  • It's helping us keep track of things more efficiently and not having to rely so much on word of mouth or more gsheets
  • We're also able to track certain highs and lows for various departments throughout the school year.
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.
It's great for email inquiries that are sent to our team. It's more difficult for in-person tickets because in a high traffic department, creating a ticket takes a while.

So, you'd want to ask yourself how important creating tickets for in-person inquiries is, and how much time you're willing to spend on this.

Using Desk.com

We will be renewing our Desk.com account to continue tracking questions and helping service student inquiries via email. As we continue using Desk.com, there are more and more features that we are learning and adopting for our purposes. Originally, we had planned to expand everyone onto our Desk.com account but will still need to play with it a bit to really make it work for each department.

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