Software Comparison
Desk.com vs Casengo

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Listed in : Live Chat

Desk.com helps small organizations and developing support groups craft the Happiest Clients on Earth. Our all-in-one customer service application has ... Learn More


Listed in : Live Chat

Casengo develops and markets an all-in-one customer support application. With this cloud-based application, small business owners can handle customer ... Learn More

Pricing Starting From

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Desk.com

Help Desk and Ticket Management

$ 35
For 1 Year / 1 user(s)

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Casengo

Live Chat

Free Plan

Available Features

screenshot for Desk.com

Desk.com

Help Desk and Ticket Management

Web and Email Case Capture

CTI Integration

AppExchange Integrations

Enterprise Analytics

Customizable Dashboards and Reports

Agent Console

API Integration

Visual Workflow

Call Scripting

Visual SLA Timeline

Service Entitlements

Custom App Development

Sandbox environment

Offline access

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Casengo

Live Chat

User limit: Unlimited

Flex users

Email

Chat

Twitter

Facebook

Call logging

Conversations: Unlimited

Multi-brand support

Labels

Filters

Collaborate with co-workers

Macros: Unlimited

Customize chat

Online/offline status

Pre-chat form

Language: 10+

Customize text lines

Intelligent pre-chat response

Sound notification

Mailboxes: 1

New message notification

Connect Facebook page: Unlimited

Connect Twitter page: Unlimited

Search Twitter

Mailboxes: 1

Knowledge base / FAQ

Free Trial Availability

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Desk.com

Help Desk and Ticket Management
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Casengo

Live Chat

Most Favorable User Review

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Desk.com

Help Desk and Ticket Management
  • google user content
    8

    Anonymous

    Once you have it set up, Desk is a great software that has a lot of options. The customer support is also really good - people are very attentive and won't just treat you differently based on your number of licenses. They want you to adopt the product and succeed. My company used it mainly for a live chat on two different websites, but the main use case is for multiple support people and / or salespeople to have their tickets organized within an organization.

    Pros : Attentive, quick, and smart support, SFDC integration and Single Sign On, lots of features and customization available.Routing for different agents, a mobile app for salespeople or support people on the go. You get email notifications on case updates. You can also put different support people into groups so that issues get routed to the right team. The price of the software isn't unreasonable. Some of the tutorial videos are helpful.I would take them up on the free trial to make sure that you get a good sense of it before buying, and make sure you have all your key stakeholders / teams on board with their use cases.

    Cons : The Salesforceandgt;Desk integration is a bit polarizing if you want to have integration with both leads and contacts. You have to choose one and it can be a little confusing to set up.You'll probably need some phone support on this element. Having a Salesforce admin is helpful if you're doing the integration - they claim that it's a lot easier than it actually is. Make sure that you know your various use cases for the product in terms of what you will need. I found it weird that you can't answer a live chat within the mobile app. Customization of the look and feel is a little tougher but a web designer can help.

    • May 11, 2016
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    Casengo

    Live Chat

    No favorable user review available yet for Casengo.

    Most Favorable Critic Review

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    Desk.com

    Help Desk and Ticket Management
    75
    Anonymous contribution , Arkus Inc.

    Wednesday 31 December 1969

    If you are running a small service center that wants to support your customers via multiple channels I would recommend using Desk.com - or at least investigate it by setting up the first free user.

    More about Desk.com
    View all the Desk.com Critic Reviews
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    Casengo

    Live Chat
    60
    Anonymous contribution , TopTenReviews

    Wednesday 31 December 1969

    While you can configure the Premium version of Casengo for most languages, not having French or Spanish as out-of-the-box options can be a large detraction for North American vendors. However, if language is not an issue, Casengo’s simplicity of implementation, social media approach and low price point makes it a product worth considering for any growing company.

    More about Casengo
    View all the Casengo Critic Reviews

    Most Unfavorable Critic Review

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    20
    Alice Siebert , GetApp

    Wednesday 23 December 2015

    More about Desk.com
    View all the Desk.com Critic Reviews
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    Casengo

    Live Chat

    No critic review available yet for Casengo .

    Demo Video

    screenshot for Desk.com

    Desk.com Demo Video

    Help Desk and Ticket Management
    screenshot for Casengo

    Casengo Demo Video

    Live Chat

    Screenshots

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    Screenshot for Desk.com 4 screenshots available

    Typical Customer

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    • Business
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    Casengo

    Live Chat
    • Business

    Supported Devices

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    screenshot for Casengo

    Casengo

    Live Chat

    Supported Languages

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Danish
    • Norwegian
    • Swedish
    screenshot for Casengo

    Casengo

    Live Chat
    • English
    • German
    • Russian

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