When comparing Desk.com vs Help Scout, the Slant community recommends Help Scout for most people. In the question“What are the best user support & feedback services?” Help Scout is ranked 6th while Desk.com is ranked 8th. The most important reason people chose Help Scout is:
The Help Scout team responds to any questions, concerns and suggestions quite quickly.
Ranked in these QuestionsQuestion Ranking
Pros
Pro Great support for canned responses/macros
Desk Macros provide a great support for canned responses.
You can write canned responses for email and social media, and access them quickly either through a menu or by using shortcuts.
Pro Very well designed interface
The UI speeds up your workflow thanks to how uncluttered and intuitive it is.
Everything is well laid out, easy to find, and the overall design is visually appealing.
Pro Support for a wide range of mobile devices
- iPhone
- Android
- BlackBerry
- iPad
- Android Tablets
Pro Fast and helpful support
The Help Scout team responds to any questions, concerns and suggestions quite quickly.
Pro Actively developed
Help Scout is constantly being improved with features being updated and new features added on a regular basis.
The developers do a great job of acting on user suggestions.
Cons
Con Integration with Salesforce requires manual work
You'd think it would be the best Salesforce integration ever since it's owned by Salesforce, but it's completely sub-par. You have to have customer service reps manually connect SF accounts to Desk Companies.
Con API is awful
You can't properly paginate/sort API results so you can get into situations where you aren't getting all the data.
Con LOTS of outages
Con No mobile app
For anyone who may need to work on the go, keep in mind that Help Scout does not currently have a mobile app.
