Desk.com (discontinued) vs. Zoho Desk

Desk.com (discontinued)

Zoho Desk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Desk.com (discontinued)	Score 8.3 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
Zoho Desk	Score 7.7 out of 10	N/A	Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.	$0

Pricing

Desk.com (discontinued)

Zoho Desk

Editions & Modules

No answers on this topic

Free: $0
Express: $9
per month per user
Standard: $20
per month per user
Professional: $35
per month per user
Enterprise: $50
per month per user

Offerings

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

Entry-level Setup Fee

No setup fee

Required

Additional Details

—

A discount is offered for yearly billing.

More Pricing Information

Community Pulse
	Desk.com (discontinued)	Zoho Desk
Considered Both Products	Desk.com (discontinued) Verified User Anonymous Chose Desk.com (discontinued) With the help of the Salesforce Desk, we can get smarter services, especially for small companies as a part of customer support. This leads to increased productivity. Adding applications from AppExchange is an awesome feature where we can integrate with a number of other … Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) We have not used any products like Desk.com Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) I would say it is a best product when you have to take up the customer calls as well as deep dive customer details while addressing their complaints and issues. It is one of the best tools out there in the market and so many multinational companies are taking benefit of the … Incentivized Helpful? Amritansu Sahoo Co-Founder Chose Desk.com (discontinued) 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 … Incentivized Helpful? Moises Abraham Lacayo Cortes Legal Senior Supervisor 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? Verified User Anonymous Chose Desk.com (discontinued) We would have stayed on desk.com if Salesforce did not force us to move off the platform. To be honest it was a great platform at a reasonable price. I was the administrator and our agents were very happy with how things worked. I would go back to them in a heartbeat if I … Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) Zendesk is much more light and setup friendly. This system does not require a lot of Salesforce knowledge or certification to set it up. Zendesk is better suited to small to medium-sized businesses. Incentivized Helpful? Shreyans Parekh Director, Strategic Initiatives + Corporate Venture Capital 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 Anonymous 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? Lilli Gordon Senior Customer Success Manager Chose Desk.com (discontinued) Desk connects directly with Salesforce with many other teams in the business use. This tool did take longer to set up because of all the customization possibilities. There is a good amount of customization that needs to be completed in order to make it function correctly and … Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it … Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) We have used Amazon Connect and it's one of the worst systems we've ever used. It will hang up mid-call or just refresh the whole call and go mute the system was horribly designed we prefer Desk.com and will continue to use desk.com at this office company. Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) Salesforce Desk is a lot easier to use than Zoho. Zoho has way too much going on, within the software, to be easily manageable. However, SysAid is the easiest, for users, to use because it is extremely basic and straightforward. Our users prefer the easiest method of opening an … Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) In my opinion, Intercom is more customer oriented, using chat and real time marketing features. Desk.com is a more old school solution focused on tickets and cases. Desk.com does not have much integration capacities with your platform, Intercom has lots of features around this, … Incentivized Helpful? Katie Nix Business Process Manager 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 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? Verified User Anonymous Chose Desk.com (discontinued) We have not used any other products and probably will not. It's cost effective and easy to use. Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) Desk.com is comparable, on a smaller scale. We went with Desk.com because it provided the functionality we needed and was more affordable. Incentivized Helpful? Billy Pham Account Executive Chose Desk.com (discontinued) Have not used any other services besides Desk.com Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the … Incentivized Helpful? Verified User Anonymous Chose Desk.com (discontinued) I was not involved in the selection process of Desk.com vs. competitors but we are discontinuing our Desk.com subscription this month and instead opting to use Service Cloud as our new ticketing system. It allows better integration with Salesforce.com and also is more client … Incentivized Helpful? Vivek Chawla Cloud Solutions Architect Chose Desk.com (discontinued) Kayako Interesting, but really clunky and unstable at the time. Helpful?	Zoho Desk Greg Rellaford Account Manager and Retention Specialist Chose Zoho Desk We used HubSpot before, and it didn’t work very well for our needs. Zoho Desk is part of a much larger Zoho implementation. We’d like to have everything in one place, and Zoho provides that ability. Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Zoho provides more bells and whistles comparted to the other platforms I have tried. The setup was easier and the transition was smoother. The support was much better as well. Whenever we would get stuck on something, support was a chat away and we always got the solution we … Incentivized Helpful? Sanjay Singh Business Development Manager Chose Zoho Desk I have used Asana and Zoho desk and decided to go with Zoho due to the ease of intergration into other applications and platforms, the more affordable costing, a faster mobile application and for the slightly better automation capabilities. Asana is nice but the cost and … Incentivized Helpful? Kevin Almond Head of Customer Success Chose Zoho Desk We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow … Incentivized Helpful? Humayun Farooqi Customer Success Manager Chose Zoho Desk Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile … Incentivized Helpful? Rose Carmela Project Manager Chose Zoho Desk Vision Helpdesk and WixAnswers.com Incentivized Helpful? Sofia Martinez Accounting Consultant Chose Zoho Desk Zoho Desk is always good at building different platforms for automation, so this one is also the best help desk platform available in the market. I can easily add the feedback with a report to easily convey the message accordingly. It can easily integrate with your existing … Incentivized Helpful? HK Hildah Kay Help Desk Technician Chose Zoho Desk Zoho Desk has an interface that is extremely simple and practical to use, for even clients who are not skilled. Again, Zoho Desk has no lead time, when customers air their views or complaints. Finally, Zoho Desk works/integrates effectively with several other products for … Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Over the years I have used a few different support software applications. One being Remedy software. That was pretty nice, but they lacked an isp version. I am currently a user of Atlassian Jira and am not a big fan at this point. It is very cumbersome to use. Incentivized Helpful? David Yates President Chose Zoho Desk After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us. Incentivized Helpful? Dave King Director of IT Chose Zoho Desk We evaluated products that were not free, but due to budget reasons we could not justify a purchase. So this free solution stacks up among the best in my opinion for no cost. Incentivized Helpful? Verified User Anonymous Chose Zoho Desk The quality of support provided by Zoho Desk is brilliant. Ease of setup is a very easy process. Also it meets all the requirements that can be expected from such kind of software. Zoho Desk is a company that can be easy to do business with. It is really headed in the right … Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Zoho [Desk] has much more quality of the information we required for our business than FreshDesk. It was also easy to work with Zohos different modules albeit based on department specific products than it was when we used Freshdesk. The Project management module was a … Incentivized Helpful? Jack Mattheus Human Resources Management Chose Zoho Desk • In the acquisition of Zoho Desk I did not have the final decision but I have contributed as my analysis in the implementation. We decided to switch services since this tool is much more complete in terms of functionalities that help us to easily resolve and follow up on our … Incentivized Helpful? María Fernanda Cruz Coordinator Chose Zoho Desk Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty … Incentivized Helpful? Leonard Johnson Technical Support Chose Zoho Desk Atera had a lot of features. You could install an agent to monitor updates, and you could deploy AV. Zoho Desk was easier to go through tickets and replies. It felt like Atera had more features, so it was slower. At times you would want to search for an old ticket in Atera, and … Incentivized Helpful? Verified User Anonymous Chose Zoho Desk Zoho Desk is easy to set up for small business needs, and its dashboard is well-suited for our organization's needs. We are on a social network, which also helps us to get users' and applicants' queries through the social platform. Another factor to start with it is its trial … Incentivized Helpful? Julien Bras Innovation Team Leader Chose Zoho Desk We have selected Zoho Desk because we already using Zoho CRM. Incentivized Helpful? Khashi Rahmani Territory Manager Chose Zoho Desk Desk.com was too complicated and was cost prohibitive. We had switched from Desk by Salesforce to Zoho Desk Incentivized Helpful? Miguel Useche Wordpress developer Chose Zoho Desk Zoho Desk comes at a better price, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things. Also their API is similar to other Zoho platforms, so employees can … Incentivized Helpful?

Features

Desk.com (discontinued)

Zoho Desk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Desk.com (discontinued) - Ratings	Zoho Desk 8.6 Ratings 7% above category average
Organize and prioritize service tickets	00 Ratings	8.90 Ratings
Expert directory	00 Ratings	7.90 Ratings
Subscription-based notifications	00 Ratings	7.90 Ratings
ITSM collaboration and documentation	00 Ratings	10.00 Ratings
Ticket creation and submission	00 Ratings	8.50 Ratings
Ticket response	00 Ratings	8.50 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Desk.com (discontinued) - Ratings	Zoho Desk 8.9 Ratings 13% above category average
External knowledge base	00 Ratings	8.90 Ratings
Internal knowledge base	00 Ratings	8.90 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Desk.com (discontinued) - Ratings	Zoho Desk 7.4 Ratings 5% below category average
Customer portal	00 Ratings	8.00 Ratings
Social integration	00 Ratings	6.00 Ratings
Email support	00 Ratings	6.60 Ratings
Help Desk CRM integration	00 Ratings	8.90 Ratings

Best Alternatives
	Desk.com (discontinued)	Zoho Desk
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 9.1 out of 10	SysAid Score 9.1 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Desk.com (discontinued)	Zoho Desk
Likelihood to Recommend	8.2 (0 ratings)	7.8 (0 ratings)
Likelihood to Renew	8.4 (0 ratings)	- (0 ratings)
Usability	8.3 (0 ratings)	9.4 (0 ratings)
Availability	1.0 (0 ratings)	- (0 ratings)
Performance	10.0 (0 ratings)	- (0 ratings)
Support Rating	8.2 (0 ratings)	8.7 (0 ratings)
Implementation Rating	10.0 (0 ratings)	- (0 ratings)

User Testimonials
	Desk.com (discontinued)	Zoho Desk
Likelihood to Recommend	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 Shreyans Parekh Director, Strategic Initiatives + Corporate Venture Capital Read full review	Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy. Incentivized Greg Rellaford Account Manager and Retention Specialist Read full review
Pros	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. Verified User Anonymous Read full review	Report features give the all insights of the customer team and customer support which enables us to make changes according to it. The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard. I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module. It is completely a feature rich platform. Incentivized Sofia Martinez Accounting Consultant Read full review
Cons	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 Katie Nix Business Process Manager Read full review	When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome. Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :) Incentivized Verified User Anonymous Read full review
Likelihood to Renew	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 DeeDee Saladino Manager, Project Management Read full review	No answers on this topic
Usability	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 Lilli Gordon Senior Customer Success Manager Read full review	Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program. Incentivized HK Hildah Kay Help Desk Technician Read full review
Reliability and Availability	We've never had a problem with Desk.com's availability. Vivek Chawla Cloud Solutions Architect Read full review	No answers on this topic
Performance	Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me. Vivek Chawla Cloud Solutions Architect Read full review	No answers on this topic
Support Rating	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 Verified User Anonymous Read full review	Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions Incentivized Verified User Anonymous Read full review
Implementation Rating	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. Vivek Chawla Cloud Solutions Architect Read full review	No answers on this topic
Alternatives Considered	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 Amritansu Sahoo Co-Founder Read full review	Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices. Incentivized Humayun Farooqi Customer Success Manager Read full review
Return on Investment	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 Michael Kim User Loyalty Support Specialist Read full review	By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole. Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly Incentivized Verified User Anonymous Read full review
ScreenShots	Desk.com (discontinued) Screenshots	Zoho Desk Screenshots