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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.
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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.
Simple, intuitive, and easy to set up
What do you like best about the product?
Desk's user interface is very intuitive and easy on the eyes. It may not have as many bells and whistles as SFDC Service Cloud, but it gets the job done and what they can do, they do very well.
They also have many rule options that you can utilize to automate a lot of your support agents' work.
And as a helpdesk software, their support team is also awesome!
They also have many rule options that you can utilize to automate a lot of your support agents' work.
And as a helpdesk software, their support team is also awesome!
What do you dislike about the product?
From what my engineers have mentioned, their API isn't the easiest to work with, but still works fine.
Their SLA feature isn't very useful.
Their SLA feature isn't very useful.
What problems is the product solving and how is that benefiting you?
We use desk.com to for multiple channels of user support, including email, chat, and social.
When it works, it works.
What do you like best about the product?
Next Gen Agent view is easy to navigate, add notes, reply to cases. Macros have helped to respond to cases faster. Assigning agents helps us better organize which support agent is working on a case.
What do you dislike about the product?
Reporting is fairly basic or not as intuitive out of the box to get custom reports. There have been times when Desk has been down which affected support for the entire day (East Coast time).
What problems is the product solving and how is that benefiting you?
Customer Support - Has helped us better automate certain support processes.
Could be better if I had the time to learn!
What do you like best about the product?
I like that it's a simple tool to use for customer service functions. I really like the process of open, pending, and resolved cases - it makes everything very organized and clear. It is also helpful for having multiple team members working on the same inbox. I like that the business insights page allows you to track categories, themes, and labels like product names. I like being able to bulk respond or label sets of cases.
What do you dislike about the product?
I dislike that there is much about the product that I wish I knew how to use. I am not a very technical person, so many of the features I feel I am missing out on. I also don't have the time to read through multiple articles on how it works. I use some features to track certain things, but I know if I had a better understanding of how it works, that it I could make it more efficient and effective. We had one training session at the beginning of the service, but it was done over the phone and it's hard to learn the features that way. I had one call with our rep about 2 months ago, but again it was just over the phone and when I made recommendations on how to make it better, I wasn't given much resolution other than that they're working on it. I learn better from examples of how others use the product. So if I was given some tutorials on examples of how to use it, that would be really great. Right now, it feels like it a very great email service, but nothing more than that. I also wish Desk could automatically track cases by location. It would be great to see what parts of the country/world the majority of our customers were located in without having to manually tag them. I also find that using the social media interactions are difficult because you can see much context for the posts (such as photos). A lot of social media is visual, and desk.com doesn't allow for any visuals.
What problems is the product solving and how is that benefiting you?
I am providing support to our customers in a timely and professional manner. The benefits I have gained are tracking conversation trends and learning what topics matter most to our customers.
Recommendations to others considering the product:
Better for those with more technical know-how. Not the best platform for our type of business (food products for consumers). Probably better for B2B.
An application which truly lets you capture the voice of the client
What do you like best about the product?
I enjoy the labels feature. With a combination of rules and labels, we are able to support multiple brands and products. Lulu Software (my company) has complex needs. It's incredible the flexibility of filtration available for both the agents answering as well as the reporting tool!
What do you dislike about the product?
We have found a few ways we can "Break" Desk.com. We were unable to mass delete 12000 copies of the same duplicate email with the bulk tool. There are limits to Desk, but they aren't unreasonable. We admit we have complex needs.
What problems is the product solving and how is that benefiting you?
We have cut our cost per response sent to a client via email to 25% of the value it used to be.
Desk.com allows agents to view a single ticket bin regardless of our complex needs. This includes FB (from 4 separate pages) as well as Twitter. A dope experience all around.
Desk.com allows agents to view a single ticket bin regardless of our complex needs. This includes FB (from 4 separate pages) as well as Twitter. A dope experience all around.
Recommendations to others considering the product:
Make sure you set it up right based on a plan that outlines your needs. Desk.com can do anything, but if you try and jury rig your way through, you may end up in a position where unnecessary errors waste valuable manhours to clean up your mess. Rarely has this been as a result of the tool, there is often something related to how I configured the rules.
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.
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.
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