A not so good CRM Support software.
July 05, 2022

A not so good CRM Support software.

Amritansu Sahoo | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Desk.com

The desk is easy to use and very basic; it has lots of tools for logging and working cases. It is great but not so customizable due, to which when you need a little more than basics, you are stuck and need to search for a new product. It suited my organization's needs for only two years, and our needs outgrew its features.
  • It is quite intuitive for logging.
  • It has great UI and is very easy to use.
  • New users can be added to the system without much training and practice.
  • Very few customization features.
  • Absence or search tool and reporting tool.
  • Existing data cannot be modified much.
  • It increased work efficiency in the beginning.
  • But slowly its function within the organization dropped as we needed more tools.
  • It was great to teach the beginners and helped speed up the process.
Wix Answers was much better compared to Desk.com. It had more excellent and much better and more tools and was very customizable. Luckily it also had a search tool and also the sort and filter tools. The only thing better than Wix Answers on desk.com was that we could keep internal communication records by adding notes on tickets, and it saved a lot of time.

Do you think Desk.com (discontinued) delivers good value for the price?

No

Are you happy with Desk.com (discontinued)'s feature set?

No

Did Desk.com (discontinued) live up to sales and marketing promises?

No

Did implementation of Desk.com (discontinued) go as expected?

Yes

Would you buy Desk.com (discontinued) again?

No

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.

Desk.com (discontinued) Feature Ratings

Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Desk.com Support

The support was average and was not that geart. They rarely addressed my organization's issues and we had to call them many times for even the slightest bit of a problem. The experience was not that great and I would not recommend buying the software unless you absolutely need its features or if you want to learn and are new to the industry.

Using Desk.com

It lacks too many features and useful or rather I can say essential tools. It has very few customization options and is not value for money product. But it was useful in teaching the newbies and was quite useful. The lack of a search tool is the worst nightmare that was on desk.com.