Desk.com (discontinued) vs. Zendesk Suite

Desk.com (discontinued)

81 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Desk.com (discontinued)	Score8.3 out of 10	N/A	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
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

Desk.com (discontinued)

Zendesk Suite

No answers on this topic

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

Pricing Offerings
Desk.com (discontinued)	Zendesk Suite
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	Yes

No setup fee

Optional

—

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Desk.com (discontinued)	Zendesk Suite
Considered Both Products	Discontinued Products Moises Abraham Lacayo Cortes Legal Senior Supervisor in Legal at BAC Credomatic (Banking, 10,001+ employees) Chose Desk.com (discontinued) We liked it as a tool because of the ease and advantages offered by the tool compared to the other solutions evaluated.Due to its ease of implementation and ease of use it adapted very well to the needs of the company, that was the reason why we chose desk.com. Incentivized Helpful? Shreyans Parekh Director, Strategic Initiatives + Corporate Venture Capital in Corporate at JLL Technologies (Computer Software, 10,001+ employees) Chose Desk.com (discontinued) Desk.com and Salesforce Service Cloud can be very easily implemented, administered, and scaled across support teams within the organization. It is truly an industry gold standard as it has a lot of great out-of-the-box functionality and does not require as much customization … Incentivized Helpful? Verified User Chose Desk.com (discontinued) This one seemed to have the best Salesforce integration and seemed to be the best for having all of our different teams (sales, retention, support, marketing, SRM, etc.) in one place. Also, we were able to get a very good price. The other platforms seemed like they would be too … Incentivized Helpful? Katie Nix Business Process Manager in Customer Service at Vendini (Computer Software, 51-200 employees) Chose Desk.com (discontinued) Lower pricing per user. That's about it! Other companies have all-around better features and easier user interfaces, but Desk can beat them on pricing even at higher account tiers. Included knowledgebase tools are a plus, and fairly easy to manage. Incentivized Helpful? Benjamin Hemstreet Inside Sales Representative in Sales at Laird (Telecommunications, 1001-5000 employees) Chose Desk.com (discontinued) The big turn off to this product was the price and poor integration to existing systems. We were in the process of launching a new CRM and needed a tool that would work well with this new tool. Desk.com is a partner and works closely where Zendesk did none of that Incentivized Helpful? Vivek Chawla Cloud Solutions Architect in Information Technology at Apprana (Information Technology and Services, 1-10 employees) Chose Desk.com (discontinued) Kayako Interesting, but really clunky and unstable at the time. Helpful?	Zendesk Chrissie Nelms Contact Center Manager in Customer Service at Rush Order (Consumer Electronics, 51-200 employees) Chose Zendesk Suite While using Desk.com we were only able to use one client per account. We migrated over to Zendesk Suites so we could have an unlimited amount of clients in one portal. This has been a game-changer for our company. While Desk.com had great reporting and capabilities for tags, … Incentivized Helpful? Verified User Chose Zendesk Suite I've used Desk.com before. Desk is similar but I’m not a huge fan. I think Zendesk has a LOT more to offer. Incentivized Helpful? Chris Barretto CTO in Engineering at Cureus (Publishing, 1-10 employees) Chose Zendesk Suite I've checked out Desk.com, but it doesn't fit our pricing model. I think Zendesk is the best solution and provides the most bang for the buck. Incentivized Helpful? Greg Larsen Director of Sales Strategy and Operations in Sales at Lingotek (Computer Software, 51-200 employees) Chose Zendesk Suite Zendesk was a lot more user-friendly than Service Cloud or Desk.com. We ultimately chose Zendesk for that reason. We felt like all of the platforms we were considering were going to be able to help us accomplish our main goal of handling inbound support tickets, but we felt … Incentivized Helpful? Larry Deckel Director Technology Training & Support in Information Technology at Points of Light Foundation (Non-Profit Organization Management, 51-200 employees) Chose Zendesk Suite Did not find other viable candidates that were as quick to implement and deploy as Zendesk. Salesforce has all the same power, but requires you to build out your support system. We are now considering a migration to Desk.com as it provides greater integration with Salesforce, … Helpful? Verified User Chose Zendesk Suite Zendesk support is your one-stop shop for managing customers via the customer support portal that has a slew of products available for use via several channels, depending on your particular need may it be email messaging, chat messaging, or voice, and it is quite superior … Incentivized Helpful? Brendan Farrar-Foley Director of Client Engagement in Professional Services at NAWAH (North America Western Asia Holdings) (Information Technology and Services, 1-10 employees) Chose Zendesk Suite Zendesk competitors include: Microsoft Parature -- this product intreface is possibly the worst I've seen for customer service. Looks like a mid-90s enterprise application and is about as intuitive to use. We have help migrate dozens of instances away from Parature into Zendesk … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk had a better offer for us at the time, their customer service team was also really helpful in guiding us through the product and clearly outlined how they could improve certain aspects of our business. Zendesk was also more user friendly so we felt the team would easily … Incentivized Helpful? Rob Sherman Vice President of IT Solutions in Information Technology at Industry Intelligence Inc. (51-200 employees) Chose Zendesk Suite Zendesk, Desk.com, Jira Helpful? Chase Sheaffer Co-Founder / Devleoper of Out of Milk at Capigami, Inc (Computer Software, 1-10 employees) Chose Zendesk Suite Other platforms I have evaluated: Kayako, Fogbugz, Bugzilla, Assembla, FreshDesk. I ended up picking Zendesk for several reasons, but there was really 3 reasons why I ultimately picked them: Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Desk.com (discontinued)

Zendesk Suite

Comparison of Incident and problem management features of Desk.com (discontinued) and Zendesk Suite
Feature	Desk.com (discontinued) - Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	00 Ratings	9.2153 Ratings
Expert directory	00 Ratings	8.3102 Ratings
Subscription-based notifications	00 Ratings	8.6106 Ratings
ITSM collaboration and documentation	00 Ratings	8.5104 Ratings
Ticket creation and submission	00 Ratings	9.3153 Ratings
Ticket response	00 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Desk.com (discontinued) and Zendesk Suite
Feature	Desk.com (discontinued) - Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	00 Ratings	8.5133 Ratings
Internal knowledge base	00 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Desk.com (discontinued) and Zendesk Suite
Feature	Desk.com (discontinued) - Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	00 Ratings	9.2121 Ratings
IVR	00 Ratings	8.659 Ratings
Social integration	00 Ratings	8.597 Ratings
Email support	00 Ratings	9.4147 Ratings
Help Desk CRM integration	00 Ratings	9.2112 Ratings

User Ratings
	Desk.com (discontinued)	Zendesk Suite
Likelihood to Recommend	8.2 (38 ratings)	9.0 (192 ratings)
Likelihood to Renew	8.4 (14 ratings)	10.0 (43 ratings)
Usability	8.3 (19 ratings)	8.9 (65 ratings)
Availability	1.0 (2 ratings)	8.6 (13 ratings)
Performance	10.0 (1 ratings)	8.0 (10 ratings)
Support Rating	8.2 (21 ratings)	5.5 (31 ratings)
In-Person Training	- (0 ratings)	10.0 (1 ratings)
Online Training	- (0 ratings)	7.9 (9 ratings)
Implementation Rating	10.0 (1 ratings)	9.0 (18 ratings)
Configurability	- (0 ratings)	9.3 (3 ratings)