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Great experience but some important things to improve
What do you like best about the product?
UI, support is always available, very flexible with filters and labels
What do you dislike about the product?
reporting isn't granular enough
need to have better editing options, not html
the requirement to know some code to have template emails is a bit annoying
need to have better editing options, not html
the requirement to know some code to have template emails is a bit annoying
What problems is the product solving and how is that benefiting you?
tracking response time for our reservation agents
ensuring more transparency between and within work groups
ensuring more transparency between and within work groups
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Great Product Salesforce Service Cloud
What do you like best about the product?
Easy, Simple and Friendly, Great Product! Prioritizing, handling cases, responding to cases, and closing cases.
What do you dislike about the product?
Only When it is down, which has been a lot in last year.
What problems is the product solving and how is that benefiting you?
help desk, HR.
Recommendations to others considering the product:
Start with the 3 user great price.
Works as long as you put in the work
What do you like best about the product?
It's everything in one place, which is pretty much the minimum standard for a ticketing system like this. With some work and help from the Desk staff, you can make your support system as customized as you want it to be. I enjoy and highly recommend the webinars they put on regularly.
What do you dislike about the product?
The new interface is slow and not as intuitive as it could be. We had to switch back to the old format because the new one was impossible to use. Additionally, Desk goes down quite often, and the business insights aren't always as exact as we'd hoped.
What problems is the product solving and how is that benefiting you?
We cater to two types of customers. Desk allows us to segment these audiences easily, and by working with our engineering and data teams, we were able to use the data to our advantage, allowing us to view both Desk's business insights and compare it with what we've seen.
Recommendations to others considering the product:
Our team has taken a look at a lot of other mediums for our ticketing system. We've used Uservoice and we've been looking at Zendesk as well as Intercom. Because the system we've built out for Desk is so robust, we constantly need to be on the lookout for things that we need - a good labelling system, a macro system, ease in transferring tickets to escalation leads, and adding more agents to the pool.
If you're stepping up from a smaller ticketing system, Desk will be very helpful, but only if you put the time into it. You really need to have a person be the expert at Desk, or else you'll be sat with unfortunate issues of poking at buttons hoping that they work. The system we've built out works for us, but we did it after a lot of trial and error.
Definitely have your team pay close attention to when webinars take place, or it may be a very tough time to get used to.
If you're stepping up from a smaller ticketing system, Desk will be very helpful, but only if you put the time into it. You really need to have a person be the expert at Desk, or else you'll be sat with unfortunate issues of poking at buttons hoping that they work. The system we've built out works for us, but we did it after a lot of trial and error.
Definitely have your team pay close attention to when webinars take place, or it may be a very tough time to get used to.
Coming from a custom built support system, I am very pleased with what Desk has to offer.
What do you like best about the product?
I like how easy it is to custom the drop downs in the product.
What do you dislike about the product?
Sometimes depending on the groups, cases can be lost. This happened to us and we found that the use of groups would not apply for our workflow.
What problems is the product solving and how is that benefiting you?
We are able to see the amount of time specific case types and which ones we are spending the most time on.
So capable and sophisticated
What do you like best about the product?
The Business Insights tab for metrics and my team can search a customers entire correspondence in one place, super convenient.
What do you dislike about the product?
Learning curve if you don't know how to code
What problems is the product solving and how is that benefiting you?
I love that you can search a customers history all in once place, it links to salesforce which is SO helpful since we are a sales driven company.
Essential Part of Our Day to Day
What do you like best about the product?
It is similar to an email based system so it is easy to use/navigate. The service does not overwhelm you with features. Changes are not constantly being made requiring you to update or learn new ways of the service. It is an effective way to utilize a help service within our company.
What do you dislike about the product?
I have no dislikes. The service completely accommodate our needs.
What problems is the product solving and how is that benefiting you?
We are a production based online service tool that allows users to customized audio ads for businesses. We are always responding to inquiries on the service, how to's, etc.
Learned it for a new position and am pleased with the ease of use and simplicity.
What do you like best about the product?
I like that you can get reports based off of your labels so you can see what types of cases are coming through.
What do you dislike about the product?
I don't like that I can't remove old cases that are years old and have been resolved. I just like things to be organized and cleaned up sometimes (personal thing).
What problems is the product solving and how is that benefiting you?
We are solving a lot of issues that are occurring that effect our user experience. We now have the ability to reach out and fix things with them immediately and make the user experience that much better. Also, we know what needs to be fixed because of their feedback.
Support Case Management
What do you like best about the product?
Desk provides an easy way to manage and track cases for our organization. I particularly like the ability to customize the settings.
What do you dislike about the product?
I would like to see more customizable reporting options.
What problems is the product solving and how is that benefiting you?
Tracking and monitoring open tickets.
Desk.com support software
What do you like best about the product?
the interface is relatively easy to use and setup
What do you dislike about the product?
I dislike the limitations in reporting and other functionality. If you support a large number of clients you will quickly find that you must upgrade to be able to build reports that are not capped at 2500 lines of data.
What problems is the product solving and how is that benefiting you?
this is utilized as a client facing support tool
Recommendations to others considering the product:
Talk to your implementation Manager. Make sure that you are aware of all the limitations of reporting before you purchase. They are typically very transparent about their capabilities, you simply have to ask the right questions
I am a desk user
What do you like best about the product?
Easy to manage platform outside of email. You can track information through the labels, macro, and other settings that you enable which makes data pulling/analysis much easier.
What do you dislike about the product?
It's not user friendly at all. When an internal person forwards you an email to Desk, it's a pain to create a new email just so you can remove the internal language they've sent you.
When you forward a ticket to someone as an email, it's the most confusing thing what you're looking at if it's the first time you're receiving a ticket from a Desk user. You have no idea the order of the email, what the highlighted stuff is, and attachments are all at the bottom rather than in the order they were sent by the email.
When you click into a ticket and click out of it, that's considered an "update." The way this feature is created makes the "sort by last updated" filter almost useless.
If you manually assign a ticket to someone else, sometimes it just gets lost because of the labeling rules. I just found a ticket yesterday that is two months old because at the time I didn't know you needed to use a macro and remove labels to properly assign a ticket to someone else, so it's just been sitting there being ignored for two months.
When you forward a ticket to someone as an email, it's the most confusing thing what you're looking at if it's the first time you're receiving a ticket from a Desk user. You have no idea the order of the email, what the highlighted stuff is, and attachments are all at the bottom rather than in the order they were sent by the email.
When you click into a ticket and click out of it, that's considered an "update." The way this feature is created makes the "sort by last updated" filter almost useless.
If you manually assign a ticket to someone else, sometimes it just gets lost because of the labeling rules. I just found a ticket yesterday that is two months old because at the time I didn't know you needed to use a macro and remove labels to properly assign a ticket to someone else, so it's just been sitting there being ignored for two months.
What problems is the product solving and how is that benefiting you?
I like the labeling and macros you can use for data analysis and understanding pain points and areas the business needs to focus on.
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