Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
N/A
NinjaOne
Score 9.0 out of 10
N/A
NinjaOne automates the hardest parts of IT, delivering visibility, security, and control over endpoints. The NinjaOne endpoint management platform increases productivity for IT teams and managed service providers, and comes with unlimited onboarding, training, and support.
N/A
Pricing
Desk.com (discontinued)
NinjaOne
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)
NinjaOne
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
NinjaOne is a subscription service with a charge rate per month. For more detailed pricing information, contact NinjaOne directly to request a demo or to start 14-days free trial.
More Pricing Information
Community Pulse
Desk.com (discontinued)
NinjaOne
Features
Desk.com (discontinued)
NinjaOne
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
Desk.com (discontinued)
-
Ratings
NinjaOne
8.9
Ratings
18% above category average
Remote monitoring
00 Ratings
8.80 Ratings
Network device monitoring
00 Ratings
7.50 Ratings
Activity Monitoring
00 Ratings
8.40 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Desk.com and the Salesforce Service Cloud provide a sophisticated suite to easily create and track cases coming in, along with automatically routing and escalating issues as they arise. It allows me to configure my own workflows and customizes consoles with easy drag and drop functionality. It is the perfect help desk software, which integrates with the Salesforce Sales and Commerce clouds seamlessly. The in-app and mobile support is also very expedient and helpful.
Whether you are an MSP who needs an all-in-one solution for device management, or you are in-house IT who needs a single pane of glass to manage your devices, NinjaOne fits the bill as a top tier solution. The amount of flexibility in scaling to your organization's size is impressive as the platform can be as simple as just using it for remote access, all the way up to deploying comprehensive automation packages in the form of a compound condition that bases its actions on the results of other conditions or scripts.
Help Center. Desk has worked endlessly with us to perfect our Help Center. They are dedicated and willing to work in order to make your product right.
Customization. Though we exceeded the rule limitation for Desk, they have still allowed us to take their product and make it our own. We have our own labeling, and priority system which help us hit important SLAs.
User education. Whenever there is a new feature released, I feel like I'm in the know about it which is extremely important when we've been requesting certain features for a long period of time. Their communication is on point.
With Ninja, we are able to have all of our IT tools and management under one umbrella making it extremely easy to keep an eye on all of our servers and workstations.
Their support team is OUTSTANDING and gives quick and helpful answers to our questions. Our account manager calls us personally to review any issues and ensure we are running smoothly.
Ninja gives us automated patch management of our important devices, and has a nice security log to see what's been done.
Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
Arbitrary and confusing limitations in business rules and custom fields
Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
Reporting tools are clunky, slow, and just all-around pretty useless
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
I have not had any real issues with NinjaOne and as long as it keeps doing what it is meant to do, I do not plan on looking elsewhere. I need software to be stable and NinjaOne is stable.
Once it is fully set up with all of the unique and necessary customizations for your organization, it becomes easier to use, but before that, it is not very user-friendly and there are not a lot of training resources available. You likely need a Salesforce admin for initial set-up who is experienced with customization.
Ninja's interface is clean and simple. Overall usability from an interface perspective is good. Some items, policies and scripting for instance, are a bit cumbersome and it's really not clear how to implement with a best practice mind-site. Ninja RMM got the job done for us but as we pushed our needs more into automation and efficiency we felt it wasn't keeping up with our speed of growth. There is definitely usability in the product, and it will get the job done, but there are other RMM's out there that fit better in our business.
I always get the support and needed answers in a timely manner. Whether by email, ticket, or call. There's always a solution available or a potential one available. Everything is clear and straight to the point in customer support from Desk. I didn't face any difficulty so far with that.
Support has been very responsive and my account rep Brian K. has communicated with me continuously making sure we had everything we need. Not like other MDMs where they sign you up and that's the last you hear from them. NinjaOne makes sure you use the product to its best application and you are successful and continue as the product features grow.
Easy to learn and all of the functions and features were easy to learn. Once I started learning all of the features and functions, it made my everyday tasks much easier and more productive. The user interface is very easy to use. If I did have any questions, the Ninja Dojo was a big help.
It was nice and self paced learning. The sections were easy to understand and the functionality was very worthwhile. The online training was very easy to learn and intuitive. I did not feel the need to ask for any clarification or assistance with any of the sections. I am still learning a lot of the functions but fined it very easy to use.
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Wix Answers was much better compared to Desk.com. It had more excellent and much better and more tools and was very customizable. Luckily it also had a search tool and also the sort and filter tools. The only thing better than Wix Answers on desk.com was that we could keep internal communication records by adding notes on tickets, and it saved a lot of time.
We used Auto Task and Datto. We felt that NinjaOne was a more user friendly platform. There was a large training curve for new employees to learn to use Auto Task. We have noticed a shortened training curve for NinjaOne. We really like the layout and the Ninja Academy.
It has definitely had a positive impact by helping our team quickly address issues people are having with our product.
Desk.com has helped our team and company get better by addressing customer and tester issues faster, and tracking data so that our team can improve the quality and speed of all of our outgoing communications.
NinjaOne is a monthly payment with no commitment, this is much better suited to an MSP than other competitors that try to wrap you up into a 3-5-year contract. As an MSP, we could lose a client at any moment and it sucks to be stuck in a contract where we can't lower our agent counts.
NinjaOne helps my techs be more efficient and productive. Saving time and money.
