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Desk beats Zendesk
What do you like best about the product?
They have a nice clean platform which is user friendly and better than Zendesk.
What do you dislike about the product?
They need to install some type of video chat into the platform.
What problems is the product solving and how is that benefiting you?
I can respond quickly and professionally to quote request or other user inquiries.
Recommendations to others considering the product:
Always check your account at least 2 times a day. Desk has some cool badges you can earn for doing things quickly.
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Good value, comprehensive CRM
What do you like best about the product?
Relatively easy to set up and get going with Desk. There are powerful features but it's easy to get started with more basic functionality and add more as users gain confidence.
What do you dislike about the product?
The only negative is that the cost can escalate quickly when you have a growing team.
What problems is the product solving and how is that benefiting you?
Being able to see a comprehensive record of user interactions across multiple mediums.
Recommendations to others considering the product:
Take the trial and see how you go!
Product young but with a very good evolution
What do you like best about the product?
Case management with rules and filter.
We like how we can manage KB
We like how we can manage KB
What do you dislike about the product?
SEO : There's lack for SEO management like keywords, meta description, international url .....
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
What problems is the product solving and how is that benefiting you?
Custormer relationshsip and help desk.
We have a more reactivity to exchange with people need help
We have a more reactivity to exchange with people need help
Recommendations to others considering the product:
More SEO configuration
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
Great Everyday Experience
What do you like best about the product?
Desk.com is at the same time simple and complete at the same time, so it's very helpfull to manage all the request from our customer base.
What do you dislike about the product?
There are very few things that i dislike, but nothingh so relevant taht needs to be changed.
What problems is the product solving and how is that benefiting you?
I'm a Customer Service Supervisor and i use Desk.com to receive and answer to all our customers , it a perferct system for us to manage and archive everything.
Many features, many of which don't work as they're supposed to
What do you like best about the product?
- Goodlooking next-gen agent with option to integrate calls right in the agent console
- Relatively complex business rules possible
- The support team tries to be as helpful as they can be and replies very fast to queries
- Relatively complex business rules possible
- The support team tries to be as helpful as they can be and replies very fast to queries
What do you dislike about the product?
- Multi-language: Does not show up in business insights and is not available in filters, so it's not possible to check the very basic metric of how many cases arrive in the different languages
- Bugs only seem to get fixed if they're absolutely critical to basic operation. Other, very annoying bugs may remain unresolved for a long time
- Requests for basic features have been enthusiastically received by Desk, after which nothing was done with them for over a year now
- Desk has a long list of features, yet many of them don't work as they should and make them unusable. We had the social channel enabled, but noticed a lot of posts don't come to Desk. We switched to another platform now because of that. Another example is that the user rights don't make sense; We'd like to have a role for teamleads so that they can edit details of their team members and add team members, but not go into our business rules, filter settings etc. Yet there is no rule that makes that possible and we have to give teamleads full access to the admin panel, which can be risky.
- Limited API calls: There is a limit of the amount of API calls you can make per minute, yet when developing some advanced integrations with Desk, we would need a lot more. We have over 300 agents, yet get the same amount of API calls as a business with 5 agents.
- NextGen agent: While it looks great, it lacks a lot of features that the classic agent has. Over the last year, Desk has improved on that and now NextGen can almost do the same things as Classic Agent and offers some features that aren't in Classic Agent. However, we've been reluctant to make the switch from Classic to NextGen, because we had a lot of bugs on NextGen when we started that didn't occur on Classic Agent.
- The built-in chat agent is too simple and lacks very basic features and is therefore unusable for pretty much any scenario I can think of
- Bugs only seem to get fixed if they're absolutely critical to basic operation. Other, very annoying bugs may remain unresolved for a long time
- Requests for basic features have been enthusiastically received by Desk, after which nothing was done with them for over a year now
- Desk has a long list of features, yet many of them don't work as they should and make them unusable. We had the social channel enabled, but noticed a lot of posts don't come to Desk. We switched to another platform now because of that. Another example is that the user rights don't make sense; We'd like to have a role for teamleads so that they can edit details of their team members and add team members, but not go into our business rules, filter settings etc. Yet there is no rule that makes that possible and we have to give teamleads full access to the admin panel, which can be risky.
- Limited API calls: There is a limit of the amount of API calls you can make per minute, yet when developing some advanced integrations with Desk, we would need a lot more. We have over 300 agents, yet get the same amount of API calls as a business with 5 agents.
- NextGen agent: While it looks great, it lacks a lot of features that the classic agent has. Over the last year, Desk has improved on that and now NextGen can almost do the same things as Classic Agent and offers some features that aren't in Classic Agent. However, we've been reluctant to make the switch from Classic to NextGen, because we had a lot of bugs on NextGen when we started that didn't occur on Classic Agent.
- The built-in chat agent is too simple and lacks very basic features and is therefore unusable for pretty much any scenario I can think of
What problems is the product solving and how is that benefiting you?
We have a very large volume of inbound cases and a large number of agents dealing with those. Desk is an improvement over what we were previously using, because it offers more advanced routing of cases through business rules. However, it seems Desk's competitors are very quickly gaining ground and I think some of them have already overtaken Desk in terms of features, and besides that actually implement those features in ways that make them more useful to use in complex scenarios.
Recommendations to others considering the product:
It's difficult to say if Desk.com will be the right choice for you or not and a short trial or comparison of features will not necessarily give you the proper picture of Desk.com. Many features that are listed don't work as expected.
Customer Service Godsend
What do you like best about the product?
I love that you can have multiple users accessing the same information from one location
What do you dislike about the product?
Not sure if this is a Desk.com feature or simply the process our customer service team uses, but I dislike the there is only an "update" and "Update & Resolve"
There should be varying levels of status' to better accommodate follow ups, etc.
There should be varying levels of status' to better accommodate follow ups, etc.
What problems is the product solving and how is that benefiting you?
We are able to better track the number of customer touches we encounter and it really gives a full view of our customer base and potential to expand.
With the one stop shop information, you can have more efficiencies in locating information.
With the one stop shop information, you can have more efficiencies in locating information.
Recommendations to others considering the product:
The customer service received from Desk is AMAZING! They are willing and able to help you with anything and everything, from macros, to changing the set up for the users.
Amazing Solution on a Tight Budget
What do you like best about the product?
You can be up and running very quickly and continue to increase the functionality at your own pace. Support is readily available to work out creative solutions to make the software work best for you and it's very easy to understand. It allows the administrator to feel like they are programming code for complex processes without needing to know any code at all. Everything is very intuitive up front and can be very powerful software when you dive in deeper.
What do you dislike about the product?
We wish there was more integration with email clients such as Microsoft Outlook so my agents could work outside of the online software a little more easily.
What problems is the product solving and how is that benefiting you?
We've greatly improved out ability to collaborate amongst our team regarding customer service issues. We've significantly improved our efficiency in solving and tracking problems.
Desk.com for a small support team
What do you like best about the product?
My primary driver for selecting Desk.com over other service desk platforms was really low barrier to entry. I needed a rapid rollout for a small staff of junior customer support agents. It was important to setup a number of custom fields and workflows with a low barrier to entry for administration and high degree of ease of use for agents. It was also important that features remain open to development and refinement as the team grew and matured. The integration with a SalesForce backend is a key feature, as well, for ongoing relationship management outside of individual support cases.
What do you dislike about the product?
The knowledge base component is strong and highly usable, but poses some challenges to potentially less technical content creators.
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
What problems is the product solving and how is that benefiting you?
Customer and technical support were being handled out of a shared email box, resulting in delays and even drop of cases. The team needed a rapidly deployed customer service desk solution that could handle a variety of customer types with specific needs and handling workflows. Ongoing customer relationship management was also a consideration in addition to immediate support and triage.
Recommendations to others considering the product:
Desk.com is a great service desk platform for a young and developing organization. It can be rolled out rapidly, but also deeply refined and customized over time
Not my favorite tool
What do you like best about the product?
The Next Gen Agent is smoother than the Classic Agent.
What do you dislike about the product?
* Desk often seems to prevent our team from getting their job done efficiently. Our tools should not slow us down. When I hear myself (and others) cursing at the tool, there is a problem.
* For instance, there are still features in Classic Agent that you cannot use in the Next Gen Agent. Not being able to do markup (Textile in Classic Agent) is super annoying.
* Searching can be painful.
* For instance, there are still features in Classic Agent that you cannot use in the Next Gen Agent. Not being able to do markup (Textile in Classic Agent) is super annoying.
* Searching can be painful.
What problems is the product solving and how is that benefiting you?
We can keep track of tickets. Someone on our team uses it for reporting.
Recommendations to others considering the product:
Desk.com is part of Salesforce. The status.desk.com used to say something about trust. (I'm sure you can find it on the wayback machine.) Although better recently, I don't trust that Desk will be up and running when I need it. And, their status updates are not necessarily trustworthy.
limited but poorly implemented on our end
What do you like best about the product?
Simple interface allows for quick access to information.
What do you dislike about the product?
The implementation by the original decision makers created a mess of information hard to report off from the dashboards and business insights.
What problems is the product solving and how is that benefiting you?
Logging of tickets and reporting out of the system for our internal customers are the primary uses.
Recommendations to others considering the product:
Make sure you fit the start up model. The decision makers should have used a third party implementation partner to assist with the project.
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