Reporting and ticketing management is good; help site could use some improvement.

What are the best aspects of this product?

Desk.com is one great way in helping us manage support tickets with our current team. It also does a fantastic job with tracking user details and custom labels. Reporting tool improvements was fantastic. It greatly enhanceed our executive-leve custom support ticket reporting. It eradicated the time in getting all reports to be done manually on Excel.

What aspects are problematic or could work better?

In terms of the site's standard template, it's not that great. Even if it's simple to make articles with limited knowledge of HTML, it can be challenging in designing a site without making use of internal technical resources, getting charged with Desk.com fees, or hiring a designer. Options were less than stellar especially when we're just a small-scale startup. Our Outlook intergration has some bugs that took several support tickets to finally get around the problem. Support for minor problems is good but when they fail to meet the standards when something serious happens.

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

We've migrated from an inbox support system to Desk.com. Desk enabled us to have visbility on which agent is working on a certain ticket and what time it happened. This prevented us from wasting time and getting confused on which individual is working on which ticket at any point in time. Rules and macros streamlined our user response. Hopefully we can decrease time spent on support via a Desk self-help site.

Are you a current user of this product?

Yes