|
Customer Support Software >
Desk.com
> Desk.com Reviews List
Trial ended, will not pursue. Slow system, poor customer service
|
|
|
Reviewed on July 20, 2012
|
|
Submitted By: Bryant Johnston Company Size: $1 Million - $5 Million in revenues |
|
| The best feature for Desk.com is the UI. The interface is very well designed, simple, and navigation is more streamlined than most other help desk systems. The system is also very easy to configure, and has great built-in tool tips for doing so. Our support team participated in the trial-period for this product, and have decided to move forward with a different system, for the following reasons: If your business requires a help desk system that allows you to delete the hundreds of spam notifications (or non-support related comments) you WILL receive through email, twitter, and Facebook.... You need to look elsewhere. For almost two years in the Desk.com support center, customers have begged for a delete function, since hundreds and thousands of spam or non-support related cases are cluttering up their help desks, and skewing analytics. A delete function seemed obvious to every other help desk system we tested, but unfortunately Desk.com was not able to incorporate this feature into the system design. In Desk.com's online support center, agents have been assuring customers since Jan 2011 they're planning to eventually get around to including this seemingly basic function, but after speaking with a support rep via phone at Desk.com, he more than bluntly stated "We haven't even scheduled this change with our dev team, don't look for it any time soon, if it's important to you, go buy another product." Previous interactions with Desk.com support staff were also less than positive. Additionally, IMAP polling is very slow. Often takes more than five minutes to load new mail into Desk.com as cases. The Agent case screen is also very slow to load any changes made to cases: simultaneous changes to multiple cases can take quite some time to process, and the interface operation feels sluggish, almost unresponsive, when certain portions of the case are selected/highlighted. Finally, for a company selling a customer support product, Desk.com customer support is severely lacking. Phone availability is almost non existent, and while their online Support Center answers are decently thorough and timely, the individuals I spoke with on the phone were very unenthusiastic, disinterested and even cold. Zendesk and other comparable systems have much better trained and more readily-available support staff. Overall, decent value to start, and if you don't mind not being able to delete cases ever, and if you don't need technical/customer support to answer your questions, then Desk.com is a cheap alternative to something like Zendesk or Freshdesk. Based on ease of configuration and decent UI, I could rate this product higher, but 2/5 seems the only appropriate rating after my disappointing experience with Desk.com support staff during my trial period. |
|
|
|
|
