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Lady Purchasing
What do you like best about the product?
We were very pleased with the integrations with our salesforce products.
What do you dislike about the product?
We were disappointed with the UI and configuration options, it is not very intuitive.
What problems is the product solving and how is that benefiting you?
We use ticketing for client facing, internal helpdesk and operations, desk was suitable for our client facing but not our operations team or internal helpdesk.
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Very useful, despite glithy behavior
What do you like best about the product?
I like that I can merge tickets together and create labels, making this a versatile service tool
What do you dislike about the product?
If I switch computers inside my home, Desk will log me out on the other one, causing me to lose my information some of the time. The Android App doesn't really work, and there are some glitches within desk that create headaches.
What problems is the product solving and how is that benefiting you?
We can use the same system from different sites
Recommendations to others considering the product:
Want to take customer service out of a single email inbox? This is great for small businesses
Good customer support tool for small businesses.
What do you like best about the product?
My company uses this product for 2 full time customer service agents. It's easy to learn and provides useful tools like canned response storage, FAQ browser support and Live Chat.
What do you dislike about the product?
The business insights, even the new and improved business insights, is clunky and hard to navigate. Additionally, the seach tool is not very accurate and only works for one word search terms.
What problems is the product solving and how is that benefiting you?
Desk has been very useful for keeping track of customers who have a long history of emails/tickets in the system.
Recommendations to others considering the product:
Very good for small business. Seems like it would be hard to use for 10 agents or more.
Admin of Desk.com for over two years, have scaled from 6 users to 245 in that time.
What do you like best about the product?
Desk.com is easy to use and more importantly, even easier to train. Out of the box it works but through mini-workflows, rules and customization, I have been able to make it what we need for our organization. Desk.com is very powerful in multi-lingual support. I have reviewed over 20 help-desk solutions and nothing comes close to it out of the box, even Service Cloud.
What do you dislike about the product?
The reporting is very limited. Unable to build custom reports. Have bypassed the business insights completely choosing to use our own solution. At times, we have found limitations in rules and filters such as the inability to create a filter for 'Today'. Everything is hour based so it is impossible to filter out, for instance, all resolves today.
What problems is the product solving and how is that benefiting you?
We are currently utilizing all channels in Desk.com including Email, Chat, Twitter, Facebook, and Phones. Through Macros (canned responses) we are able to quickly and easily respond to customers quickly in multiple languages which is important to us.
Recommendations to others considering the product:
Great for small businesses and can be scaled for medium size businesses depending on the organization.
Complex and robust, hard to get used to at first, but very powerful
What do you like best about the product?
Exporting case data is easy with Desk. If you organize your case data well using labels and custom fields, the data can be very useful for making product decisions.
What do you dislike about the product?
Sometimes the interface feels confusing and bloated. After learning the ropes, the software is very powerful and easy to use.
What problems is the product solving and how is that benefiting you?
Customer support and collecting customer complaint data from product.
Recommendations to others considering the product:
Make sure it meets your needs when it comes to Knowledge Base and in-product messaging to users. Desk has a great Knowledge Base product, but it lacks tools to bulk-edit content.
Very Good!
What do you like best about the product?
The extensive reporting options are the best features. We have been able to compile reports for our entire support department and all of affiliates/white labels with this option.
What do you dislike about the product?
The Next Gen Admin Console. This console is much less practical to use then the regular cosole as certain options are not easily accessible.
What problems is the product solving and how is that benefiting you?
The main benefit is to have a clear cut overview of how many cases are open/pending and closed. as well as the reporting options which have aloud us to provide our partners with extensive reports on their users support needs
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
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.
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