Desk.com


Logotipo de Desk.com

 

147 reseñas (4/5)
 

Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer service tasks.

With Desk.com, multiple support channels are combined into a centralized location so that inbound requests are visible in a single place. Channels can include email, phone calls and social media interactions.

Reporting features provide information about customer service activity and track data related to support issues. The system includes a number of built-in reports, as well as an analytics dashboard. Graphs allow for companies to see how many cases have been resolved and to drill down to the number of requests per agent.

Support is offered via email, over the phone and through community forums. Pricing is per user per month.

 

Desk.com - Business rules
 
  • Desk.com - Business rules
    Business rules
  • Desk.com - Case management bulk editing
    Case management bulk editing
  • Desk.com - Case management labels
    Case management labels
  • Desk.com - Productivity tools
    Productivity tools
  • Desk.com - Universal inbox
    Universal inbox
Sistemas operativos compatibles:
Mac OS, Navegador web (independiente de SO), Windows 8

147 reseñas sobre Desk.com

 

Especialidad: Software informático Número de empleados:  13-50 empleados Número de empleados:  13-50 empleados

Fuente de la reseña

One of most popular help desk solutions is Desk.com

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Facilidad de uso

 

Funcionalidad

 

Calidad del producto

 

Relación calidad-precio

 

Asistencia al cliente

 

Facilidad de uso
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Puntos a favor

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification
Support Channels

Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support.
Canned Responses

Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Third-Party Integrations

Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Devices Supported

Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available

Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Puntos en contra

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Especialidad: Servicios financieros Número de empleados:  51-200 empleados Número de empleados:  51-200 empleados

Fuente de la reseña: Capterra

I use desk.com as the frontline customer service software to create and manage tickets.

Traducir con Google
Facilidad de uso

 

Funcionalidad

 

Calidad del producto

 

Relación calidad-precio

 

Asistencia al cliente

 

Facilidad de uso
Facilidad de uso
Funcionalidad
Funcionalidad
Relación calidad-precio
Valor
Asistencia

Puntos a favor

Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help.

Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.

Puntos en contra

Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration.

The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.