Desk.com (discontinued) vs. Helpjuice

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

After a lengthy process to replace our hard-coded HTML knowledge base, we reviewed many possible replacements. Still, Helpjuice proved to be the most affordable, but also provided the most features. The onboarding process was easy and they helped us import and format our existing knowledge base into Helpjuice articles. It provides an easy-to-use and professional-looking CMS that enables us to offer more types of self-help content to our growing user base.

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.

• In app support folks are responsive
• It looks nice and professional from the front end
• The ability to get feedback on your content from readers

• 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

• Need to write some exact words or problems
• Need to add more details in some area
• Can improve its UI UX

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

HelpJuice is really amazing as a starter knowledge base vendor. They have great customer service and the ability to customize your website is endless. However, it is difficult to scale up.

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

Prior to using Helpjuice, I was using Microsoft Publisher to create all the training materials and manuals for multiple divisions within my company. It was awful. It would lag whenever I opened larger manuals, it operated like software from the late 90s, it was not intuitive, from a design perspective, and after migrating to a MacBook Pro as my work computer, I discovered that the program was NEVER created for Mac OS, requiring me to run Windows on my MacBook whenever I had to update any procedures that hadn’t yet migrated to Helpjuice. What a nightmare.

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

• Thus far the product has helped us get historical knowledge down for others to share in.
• We are seeing questions from new hires reduce as they are able to refer to the wiki as we continue to build it.
• We are using this as an internal FOCUS goal for all employees and thus far they are hitting the 30-minutes per week metric.

Incentivized