Desk.com

This customer support software was designed to be fast and easy to use with scalability in mind. I first logged into my account and it led me through an interactive tutorial wizard to get me acquainted with the account which I appreciate when trying any new software as it allows you to take a quick guided tour and get your head around the basic functionality of all major aspects. I like ability to brand the support desk as your own company. And to bring together multiple support channels in one place with agent tools and macros is great. It's easy to get an entire support desk up and running within a reasonable amount of time depending on your technical savvy and previous customer support software experience. The knowledge base tab is quite easy to manage. The user interface is somewhat intuitive but it takes a bit of repetition to become quick at taking the next step. You can create quite efficient workflows once familiar with it. I like the features of the mobile app which allows for accessing customer support opportunities away from the workplace. The reporting functionality is quite straight forward, easy to use and quite intuitive. I really like the automation possible. Enabling macros for example that do three or four tasks at once saves enormous time and alleviates some of the repetitiveness of the job while improving productivity. You can view complete histories and share tickets as well. The ability to have so much data organized and in a centralized location is important but the tools for speeding up the support administrative tasks is what differentiates this software from most of the others I had tried. The business insights tab is a cool feature too.

I would like to see greater customization available in the business insights component. The ability to email to specific users or limit resolution times to business hours for select cases are good ideas that would improve overall effectiveness of the solution. It doesn't`t make it obvious how or why there are two dashboard options or if they differ in any way. The Classic Agent dashboard seems much more intuitive compared to the Next Gen agent dashboard.

The pricing is incredibly costly considering their prices are per user. I`m certain it`s worth it to business with large revenue and good overall ROI but for smaller businesses or for low profit margin products it is difficult to justify the price per customer support agent when you could setup a Wordpress on a sub-domain as a complete, dedicated support ticketing system with premium software for far less and minimal recurring fees. The fact they have a great mobile app, use macros, support several languages and offer business insights are reasons to sign up for a free trial with no credit card required to see for yourself whether you`re a good fit.