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Easy to use
What do you like best about the product?
I used Desk.com a few years ago and started using it again recently at a new job. The platform has improved a lot since I last used it. There are still some quirks that I wish were different/updated but overall I like it.
What do you dislike about the product?
The search function could be improved and the UI could be better.
What problems is the product solving and how is that benefiting you?
Desk helps a team manager customer requests in an organized and timely fashion. I like the internal notes you can leave and the integration with Salesforce.
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A great product for help desk support at a great price point
What do you like best about the product?
I really love the ease of setting up Desk.com and my Agents love the simple to use user interface. It does all the things that we want and is great in help desk resolutions. Desk.com gives users the ability to set up self-service support with knowledge bases for multiple brands. The multilingual support is an additional great feature. The self-service support center features FAQ's and other documented resources to help our customers help themselves. This increases our efficiency. Aesthetically pleasing and easy to use. Plenty of pricing options. Integrating our Facebook and Twitter streams, setting up the support center with our custom design ethic has been done with ease.
What do you dislike about the product?
The app seems a bit too simple and not as highly integrated as we would like. I wish it had more administrative side features to allow us to support our customers better. The app sometimes double posts if you hit submit too many times, which a high annoyance.
What problems is the product solving and how is that benefiting you?
Trying to solve help desk issues and case management scaling to a reliable level. It has great increased the ease of customer management of issues. The mobile app is a great asset to have. Desk.com is well worth it if your service desk just needs to be able to raise and close tickets.
Recommendations to others considering the product:
At Desk.com the customer support team has helped tremendously with step by step issues even with a standard issue that was common they helped me get through. Thank You for being out there Desk.com and their highly effective customer support team.
How Removing the "Zen" Made me Enjoy Customer Support
What do you like best about the product?
The ability to customize is paramount for me. Most of the features are useful, but those I don't want I can just opt out of using. This is also part of the reason why I love the User Interface--keeps it from becoming cluttered. It's attractive and intiuitive, and I can modify it just as I want for optimum ease of use. I also like the achievements part.
What do you dislike about the product?
None, though all of the customization options and so forth were intimidating at first. Once I figured out which features I wanted (helped along by the setup process), it was just fine, though. There's probably some of this with every new SAAS implementation.
What problems is the product solving and how is that benefiting you?
I use it to help my e-commerce company handle customer support issues. We used ZenDesk in the past, and I came to hate its approach to ticketing. I find this software to be much more robust and delightful to use.
Recommendations to others considering the product:
Don't be overwhelmed by all the features at first. Once you identify just those tools that you need, you'll find that it's actually pretty streamlined and lightweight.
Easy to use comprehensive costumer support tool
What do you like best about the product?
Easy to use. Everything is in one place and organized. Filtering what is important. Mobile (android) version which is useful for simple tasks. Very useful in performance marketing.
What do you dislike about the product?
Some features are limited to admin. Interface looks nice but not always functional, especially for beginners, as it is case with some other products from SalesForce.
What problems is the product solving and how is that benefiting you?
Costumer care and technical support. We are able to prioritize particular cases, and give them more attention in solving problem.
Recommendations to others considering the product:
One place for all your costumer and technical support.
If Salesforce.com makes sense for you, so does Desk.com. Otherwise...
What do you like best about the product?
Desk.com is obviously a Salesforce.com product, and that is what makes it valuable. Because it integrates with our CRM and our social management platform, Desk.com can be powerful. It is also fairly intuitive to learn, so training new employees doesn't take long.
What do you dislike about the product?
It either doesn't have some of the features that we would like, or it required a Salesforce Admin to make it happen. Other products come with more out of the box and less work is required to customize something - it doesn't require special knowledge.
What problems is the product solving and how is that benefiting you?
Desk.com provides our call-center with a simple platform to manage cases whether they come in via social, chat, e-mail, phone, text, or app.
Recommendations to others considering the product:
If you are on the Salesforce Platform and use Marketing Cloud / Social Studio / Radian 6, Desk.com makes complete sense. Otherwise, I don't think it is as strong of a platform.
Does what it needs to, but hindered by a frustrating interface
What do you like best about the product?
Desk does exactly what it needs to - allows you to organize support tickets. There is enough flexibility to let you categorize and file tickets, which my team makes use of. You can easily see how long it's been since you replied to a ticket, leave notes on a ticket (that the customer does not see) and attach metadata to a ticket. You can define custom fields - for example, if you have some other way of identifying customers or accounts - which can be surfaced in the API.
The API, by the way, is nice to use.
The API, by the way, is nice to use.
What do you dislike about the product?
The reporting suite is only available to Desk Admins. The interface is confusing - if you are a Desk Agent, you might search for functionality in the help documentation and find that it is available, if you "log into the Desk Admin panel." However, it's not clear that this is an entirely different type of account - not just an admin panel.
Also, custom metadata is not available in the reporting suite. You'll have to fetch it through the API.
Integrations aren't necessarily the smoothest with other support tools (like Intercom).
Also, custom metadata is not available in the reporting suite. You'll have to fetch it through the API.
Integrations aren't necessarily the smoothest with other support tools (like Intercom).
What problems is the product solving and how is that benefiting you?
We can have timely support to customer issues through Desk. We can connect some data to Salesforce. We can keep track of issues and tag them, to do analysis later.
Recommendations to others considering the product:
There is some extra utility to integrating with SalesForce, so if you have data in SF you may enjoy being able to attribute support.
Definitely use the folders system, especially if you have several agents working in the same inbox. You can categorize issues based on type of followup, length of time, etc.
Definitely use the folders system, especially if you have several agents working in the same inbox. You can categorize issues based on type of followup, length of time, etc.
Horrible Conversation Flow
What do you like best about the product?
I love the knowledge base piece and it's customizability - granted it's quite hard to customize. But the potential is there. There are some great examples of very beautiful looking knowledge bases that use Desk.com
What do you dislike about the product?
A lot. The way you enter content is clunky, editing templates is clunky and the supposedly easy sync with Salesforce is anything but. It's got a pretty shell, but on the inside, Desk.com runs like yesterday's web.
What problems is the product solving and how is that benefiting you?
It allows us to funnel help questions into a place where we won't lose them. We use out support email inbox for multiple reasons and Desk helps us deal with those looking for support.
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