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Having used Salesforce as a support ticketing system (because it integrated with what sales used), it really is painful to use. It's like a webapp from the 90s
by tjohns 11y ago
Having used Salesforce as a support ticketing system (because it integrated with what sales used), it really is painful to use.
It's like a webapp from the 90s, every action triggers a complete page reload; complete with an occasionally buggy UI, limited searchability, restrictive UI, and occasionally misrouted tickets that were impossible to find. But mostly, it was just really slow.
I've talked to a few other folks who had similar experiences at other companies. In every case, I got the impression that using Salesforce was a mandate made by management without consulting the folks who'd actually have to use it every day.
Maybe it's a bit better on the CRM side, or if your company pays the extra money for Desk.com... but I really wouldn't recommend using Salesforce for handling support tickets.
- pionar 11y agoAnd from the developer side, integrating with Salesforce is a pain. They have 50 different ways of doing the same thing, and you have to do it a certain way under certain conditions. There's no unification in their APIs.
- mgkimsal 11y agoI did a little bit of Salesforce API work several years back, and it was a delight compared to Netsuite integration.
- dzhiurgis 11y ago> 50 different ways of doing the same thing, and you have to do it a certain way under certain conditions. How is that any different from other programming interfaces? Do you also not like dynamic typing because it gives you more flexibility?
- pionar 11y agoWhat I meant was that,for example, there's two different kind of users for salesforce, organizational users and portal users. If you want to use authentication for them, you have to hit two separate endpoints with separate semantics. I don't like dynamic typing for other, myriad reasons :)
- deleted 11y ago[deleted]
- Numberwang 11y agoI have a completely different experience with it. I routinely deal with 100s of tickets every day. Assigning, keeping track, searching and performance has been stellar over the 2 years I have been using it. Re look, sure it looks dated but at least it does not look like bootstrap which would have been worse.
- dzhiurgis 11y agoIs Google still using Salesforce? They seem to be hiring more Salesforce engineers. So does Apple, but probably for their Watch integration or improving internal CRM. All major tech consulting firms are employing SF as a backend. It is perceived as an extremely secure product.
- kingnothing 11y agoFor what it's worth, when compared to Salesforce Service Cloud, Desk.com is the less expensive support option aimed at small businesses. There is an integration between Desk.com and your Salesforce data, but they're otherwise completely separate systems. Disclaimer: I work there