Nearly Perfect Helpdesk
July 02, 2022

Nearly Perfect Helpdesk

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with

We have always used Salesforce Desk for organizing helpdesk requests and incidents for the organization, as far as for IT. It has helped a lot with keeping things organized, running reports to see who has what equipment, and keeping up with new hires and terminations. This also eliminated paper, which ended up saving the company a very large sum of funds.
  • Organization
  • Reporting
  • Filtering the dashboard
  • Multitasking within the site
  • I wish the main dashboard homepage had a better interface.
  • Easier transition between embedded tasks.
  • I wish all of the information in the incidents were searchable.
  • ROI - no paper/toner needed.
  • Faster customer service.
  • Faster transition to correct queue due to workflows.
Salesforce Desk is a lot easier to use than Zoho. Zoho has way too much going on, within the software, to be easily manageable. However, SysAid is the easiest, for users, to use because it is extremely basic and straightforward. Our users prefer the easiest method of opening an incident or request for HR or IT. But, with Salesforce Desk you can submit a ticket in several different ways.

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At my current job, we have debated changing to a different helpdesk software. We use one now that worked when the company was much smaller, but it is not working for the company now that it has grown 300%. I mentioned my experience with Salesforce Desk and my love for the software. My only complaint is the interface is very compact and confusing at times. Salesforce is great for workflows, managing requests, and incidents. Support

I rarely had to use the support for, but when I did, I was contacted quickly and the issue was resolved typically within one business day of when I or my team was having the said issue. I appreciate the quick responses and knowledge of the support staff at


I would rate Salesforce's overall usability at a 10 because it is simple to see what you need to work on, what you're in the process of working on, what your queue needs to take care of, new hires, terminations, and what hasn't been worked on at all.