Desk.com (Legacy)

Legacy Salesforce, while a great tool for many things, should default to more user specified preferences. I've found it less customizable per user than is like. take for instance the users Opportunity creation page. i don't need to see everything that baked in so let me customize my view to see only what i need without scrolling around to view the fields i need to fill in. this should be a user level setting rather than a corporate one. also, as an example, the default opportunity or contacts or action items view should be customizable per user. Lastly a i think the events or action items feature is sorely lacking real Contact Management functionality.

Desk is easy to use right out of the box and pretty intuitive for logging and working through cases. If you need the basics, they are covered in this tool. Once your needs outgrow the basics, then you're stuck with little ability to customize the tool and are forced to start looking for a new solution all over again. It suited our needs for about 2 years, but now we need the ability to customize it and have better reporting. You don't have any access to change the underlying data in the fields that monitor the time a case is spent open, how long until it was resolved, etc, and these are all factored into reporting. So if someone were to find an old support ticket, and simply hit reply, their prior case is opened back up, so you have an outlier in your reporting that can change the statistics and look really bad. In particular, it is challenging trying to explain to investors that your support team really does answer tickets the same day, even though your numbers are saying otherwise. If we had the ability to override some of the data captured for these outliers, it would save me over two days a month trying to run my own reporting based off of an export of the support tickets.