Desk.com (discontinued) vs. Vtiger

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

Vtiger has evolved in the interfaces design. You can access all required data from one screen, similar to a control data. You have also sales and support dashboards predefined, but you can create your own. As less appropriate the templates design, it has not evolved from old versions of Vtiger.

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.

• I love reporting. I can build a custom report using all or any of the dimensions of my choice. This is great when other programs often limit this ability.
• I like that is a source of truth across the organization. We can all go in and see the same thing.
• This also works for communication with our teams in other countries. We are a global organization.

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

• Although Vtiger integrates well with email, like most CRM systems it assumes that you have one email system and therefore it is less suitable for use cases where multiple email systems need to be supported.
• Although Vtiger supports Twitter it does not support other social media systems in the same way. You can tailor the system to hold the URLs of your contacts' social media profiles but if SM is a big thing for your organization then there are better systems available.

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

In the Last versions they have done a strong effort in creating a powerful data screen. Inside the screen you have access to signing, communications with multiple tools integration and connections with all modules related. With a single view you have all control over your data relations. It is similar to a control managing.

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

there is not much problem in using CRM. There were times it was lagging or bugging, but later on it will be fixed and I can use it again.

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

The selection of vTiger was done by my management team to be able to see invoicing status in Quickbooks. Unfortunately, this feature has never worked but I think this might be a problem on our end, not a vTiger issue. We looked at Salesforce, HubSpot CRM, and ACT before making the switch to vTiger

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

• I managed to increase my production by 20% each month.
• We increased the number of new clients each year.
• Clients were satisfied by our support team.

Incentivized