Desk.com (discontinued) vs. Sugar Serve

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.

Incentivized

Sugar Serve is best to be used for medium and large businesses. It helps you to understand your customers' moods. Its mood survey is the best thing that I can get from any other tool. It helped me to understand the customer's mood and on that analysis, I can discuss the problem and can help them accordingly. It just needs to add more auto-messages or gifs.

Incentivized

• 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.

• Customizable messages.
• Mood survey.
• Auto response.

Incentivized

• 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

Incentivized

• The interface that works with other systems is not ready, it lacks extensibility by default.
• It necessitates the presence of a responsible someone with some programming skills.
• The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.

Incentivized

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

Incentivized

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.

Incentivized

We've never had a problem with Desk.com's availability.

Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.

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.

Incentivized

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.

Incentivized

At the enterprise level it has facilitated our decision-making, as it allows us to visually capture the big picture and eliminates complicated management requirements. Sugar Serve ensures organizational integrity by allowing us to present it across multiple departments and work together, sharing information accurately. The advantage of being able to customize and improve each time depending on the application allows us to carry out specifications in some departments.

Incentivized

• 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.

Incentivized

• The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
• It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
• It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration

Incentivized