Pretty good for big companies.
July 02, 2022
Pretty good for big companies.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Desk.com
We use this to manage internal and external support desk tickets. This solves issues where our client-facing teams need support from a central team that will help triage their issues. This team then uses Desk.com to either reply or send the information to our engineering team who will then further triage the issue. From a product perspective, this helps to filter the number of tickets that I need to pay attention to. We also use the data from these inbound tickets to gauge how well or how poorly a feature has been launched. We are able to attend to larger churn issues. So I helped implement the categorization of ticket types which now feeds our metrics.
- Customizability
- Reporting
- Integrations to Jira.
- Customer solutioning.
- Supporting with best practices.
- Consolidating responses as one ticket (email integration).
- Reduced work flow processes.
- Directed team involvement.
Zendesk is much more light and setup friendly. This system does not require a lot of Salesforce knowledge or certification to set it up. Zendesk is better suited to small to medium-sized businesses.
Do you think Desk.com (discontinued) delivers good value for the price?
Not sure
Are you happy with Desk.com (discontinued)'s feature set?
Yes
Did Desk.com (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Desk.com (discontinued) go as expected?
No
Would you buy Desk.com (discontinued) again?
Yes