It has been remarkably beneficial for the customer support needs of our company.

What are the best aspects of this product?

The thing that I like the most is that with Desk, I am able to get all the support tickets in one inbox and I can even sort them in categories. To handle all of our tickets from various sources like websites, facebook, twitter, incoming calls and many more, filters and custom fields can be set up that make things very handy. The best thing is to see the source of all the support tickets. It is quite easy to know what issues are coming and what solutions must be provided, with the help of business insights.

What aspects are problematic or could work better?

A better spam control system must be introduced. In the inbox, no filters can be added for the messages and so, there can be a lot of spam in the inbox because the support email of the business can be taken from anywhere around the internet. At present there is only the provision of using only macros on people, to add them in the spam list. I am looking forward to better spam blocking systems.

What specific problems in your company were solved by this product?

Before Desk, we had been facing a great problem of putting all our technical help together for the tickets. But with Desk, this problem has been solved as we now have the clear idea about whatever is going around. It is now easy for the agents to share cases among themselves and update all the required notes for the customers.

Are you a current user of this product?

Yes