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Desk is Easy
What do you like best about the product?
It is very intuitive and easy to use. As an agent, it is easy to communicate to customers.
What do you dislike about the product?
I don't think the Business Insights section is as easy to use. It's a bit overwhelming.
Also it took a long time for Classic features to transition over to New Agent.
Also it took a long time for Classic features to transition over to New Agent.
What problems is the product solving and how is that benefiting you?
I like that we can use third party vendors with Desk. We use Desk and Talkdesk to accept and log calls.
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Desk is not good for large companies
What do you like best about the product?
If you just need to answer emails, it works well.
What do you dislike about the product?
Horrible UI, poor support, Business Insights times out, the more you integrate with your system the worse it works. Inability to smartly resolve spam.
What problems is the product solving and how is that benefiting you?
We handle 20,000 emails per month. We've integrated our in house tools and all of our customer histories are in desk. We would like to explore other companies but we feel tied to Desk because of the work it would take to export everything else.
Better than average helpdesk software
What do you like best about the product?
Desk.com is pretty intuitive, integrates well with Salesforce, and has most of the features we need with a fairly robust set of apps and outside integrations available. Their support team is great and highly responsive, and they're transparent about downtime. The knowledge base and macros are easy to use.
What do you dislike about the product?
The email form/widget to get Desk cases through your website and the chat functions are not good. We handle a lot of cases from other countries, and Desk isn't as good at multi-language support as it could be (for example, the CSAT survey is only available in one language). We also wish the email size limits were higher. The reporting feature should be better--they seem to be saving the cool stuff for people who buy the most expensive package, which is understandable (if annoying).
What problems is the product solving and how is that benefiting you?
We needed a help desk that was reasonably priced and easy to use, and Desk.com fits the bill.
Recommendations to others considering the product:
If you use Desk.com, you're in bed with Salesforce.
Desk.com is a GREAT asset for Futuri
What do you like best about the product?
Desk.com has been very beneficial as our team and our customer base have grown. We now have 5 times as many customers as we had before we started using Desk.com, and we've been able to constantly customize how we process incoming support cases based on our changing needs. It's very flexible, and their service is great. We've also taken advantage of their Support Center platform to provide invaluable self service to our customers.
What do you dislike about the product?
The integration with Salesforce is probably the best you can find since they're co-owned, but we still find it a bit clunky.
What problems is the product solving and how is that benefiting you?
We are able to measure our average first reply, average total resolution, and CSat scores to keep our team on track and accountable.
Web Developer Experience with Desk
What do you like best about the product?
Handles multiple users engaging with a single ticket well. When communication is so important it's great to not have a lot of people stepping on each other's toes.
What do you dislike about the product?
As a relatively infrequent user it'd be nice to be able to customize the default view since I have a very different use case than the one our most frequent users and administrators use.
What problems is the product solving and how is that benefiting you?
For me it provides qualitative insight into customer feedback on the product. Our users let us know when something is wrong or confusing on the site and being able to categorize responses and distribute responsibility for them is great.
Works well, valuable tool
What do you like best about the product?
I like the ability to integrate with other applications. The support has been good when we needed help. The flexibility of custom setup is a big plus.
What do you dislike about the product?
The next gen agent and business insights are more resource intensive than the classic. I run a lot of stuff at one time so I need as minimal interface as possible.
What problems is the product solving and how is that benefiting you?
Our customer complaints have gone WAY down, ticket tracking through resolution is greatly appreciated by our customers. They feel that "the light is on" for them when they need help.
Recommendations to others considering the product:
It works well, as advertised. Try it
A quality tool for storing customer interactions in an accessible way.
What do you like best about the product?
Email integration and fast searchability.
What do you dislike about the product?
File attachment management and integration could be better.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions.
Recommendations to others considering the product:
It's a good solution to the problem of tracking customer interactions and logging customer data in a visible way.
Desk.com is a great customer service tool that is only going to get better!
What do you like best about the product?
Desk.com feels like it was made for support agents. The small features added like the ability to quickly undo a send if you suddenly realize an error or something left out or when other agents are in read only mode to prevent multiple answers - small things like that are a great touch to the product along with the bigger normal things all these tools do. The reporting section hasn't disappointed either and we love the Flex Agents availability for people that sometimes need to get in, but not enough where the monthly subscription fee for a full time agent makes sense.
What do you dislike about the product?
It is a young product, so we are running into a number of bugs and site outages. However, I know they are actively developing and fixing so we're excited for the future!
What problems is the product solving and how is that benefiting you?
All customer service tickets point into desk. We have been able to reduce initial response time for tickets allowing us to connect longer.
Recommendations to others considering the product:
Keep in mind it is a young software, utilize their support - they are awesome! Their help center has great articles too - super helpful with everything.
cool
What do you like best about the product?
Intergations are pretty good and general ticketing
What do you dislike about the product?
missing features in next gen interface.
What problems is the product solving and how is that benefiting you?
care team
Manager
What do you like best about the product?
Use of the ## to import macros, Business Insights is relatively easy to use (if you export data to excel). They also sent us a nice cake and a selfie stick!
What do you dislike about the product?
Customer support often gives inconsistent answers, outages occur more often than we'd like, sometimes for long periods of time (8 hours), NextGen agent is definitely not better than Classic agent (hard to look at).
What problems is the product solving and how is that benefiting you?
Volume analysis, macro creation, content management (FAQ). Robust reporting allows us to forecast and analyze volume.
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