Desk360 Reviews

“Huge time-saver”

Pros

Having quick replies for the most common questions is a huge time-saver because I don't have to type the same response over and over again. Desk360 also lets you store those saved answers in different languages for the same question which is really valuable. If your business is active in multiple countries and handles support in several languages at the same time, this works perfectly.

Cons

I would like to see a clearer connection between tickets when the same user creates more than one report. If a customer who has already submitted a ticket opens another one, it would be helpful if the system showed that those tickets are related. That way, I could immediately tell whether it's the user's first time reaching out or not.

“Stellar support”

Pros

Their customer support has been amazing, really excellent work.

Cons

It would be even better if LinkedIn could be added as a new channel.

“Handy chatbox unification”

Pros

Getting all my customer support chatboxes into one place with this product has been really helpful and it's very simple to use.

Cons

It is a little expensive although they gave me nearly three months of free access when I wanted to test it before buying which was a nice bonus.

“Comes with a lot of features”

Pros

It is useful, functional, simple to use. It also comes with a lot of features which makes it a solid option overall.

Cons

The pricing could be better and it would be nice if some additional features were included for free. There's still room for further development in the future.

“Powerful business overview”

Pros

It's very user-friendly and gives a broad, detailed view of the business in one place.

Cons

Its interface could still be improved so it can display more insights at a glance.

“Ability to manage multiple channels”

Pros

Being able to manage multiple channels in one place has been really useful and the integration process was simple to get up and running.

Cons

The reporting works but I'd still like to see more detailed breakdowns in the reports.

“Happy with it!”

Pros

Having this in place means all the platforms where we interact with clients are gathered into one simple but very effective dashboard. The setup was incredibly quick too, I finished the entire implementation for more than 6 channels in about 20 minutes. It makes handling every customer touchpoint much more manageable and responding to client requests fast really helps improve brand value and overall customer satisfaction.

Cons

Honestly, I'm very happy with the product. If I had to mention one downside, it would be the limited SDK platform support when you want to implement the in-app customer management module.

“Helps us respond to requests quickly”

Pros

Using it has been very practical and beneficial for our team at Viyatek. It helped us respond to user requests more quickly and with less effort. The interface is user-friendly and gives a clear overall view which made it much simpler for us to spot user needs and identify problems early.

Cons

Up to this point, we haven't come across any issues that require improvement.

“Extremely supportive team”

Pros

The set up was really simple and whenever I needed help, they didn't just send over documentation links and leave me to figure it out alone. Their team has been very supportive and makes sure everything goes smoothly throughout the setup process.

Cons

The missing SLA management is still a letdown for me but they mentioned that the feature was expected to arrive in April 2021 so I chose to wait for it rather than move to another solution.

“Works with a wide range of communication channels”

Pros

It works with a wide range of communication channels, including Instagram, Facebook, Twitter, WhatsApp, live chat, email, App Store, web forms and more. If you have a mobile app, this platform is especially valuable and feels like a real gem.

Cons

The social media integration options are still somewhat limited. For example, I'd really like to connect my LinkedIn account to Desk360 and I'm sure plenty of other users would want that as well.

“Fast installation”

Pros

The implementation did not take much time and using it day to day feels very simple. We had tried other similar services before but none of them were this fast to install or this simple to work with.

Cons

It could offer a wider range of features. You can tell the application is still developing and we believe many more capabilities could still be added.

“Easy to get in touch with team”

Pros

Getting in touch with the team has been very convenient and the support setup is flexible. The control panels can be adjusted to match company-specific needs which makes the platform work well for different workflows. It covers the key functions a customer support team needs and they're also willing to build new features whenever required.

Cons

At the beginning of the integration, a few features we needed were not available yet. However, the Desk360 team put in a lot of effort to add those features before we launched our app with their SDK and they completed everything on time. Honestly, there isn't much to point out as an area for improvement. The only issue was that some required features were missing during the initial testing phase but their quick response and fast solutions meant we didn't have to delay our release date.

“Cost-effective option”

Pros

It was easy to integrate, the pricing is budget-friendly and the platform is very user-friendly. Having all of our customer communication channels gathered in one place has been a big advantage for our team.

Cons

I'd still love to see call handling improved. We receive hundreds of customer calls and it would be really helpful if those could also be converted into tickets automatically.

“Connects multiple support channels”

Pros

Having multiple support channels connected with simple integration has been a big advantage. I can manage everything from one place especially store reviews and we're able to handle all feedback with far fewer customer support teammates.

Cons

It currently supports integrations only with Slack, Jira and Trello. It would be much better if they added more platforms.