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Review of Zoho Desk

John C Spearman

  • Reviews Icon 29 Reviews
  • Points Icon 302 Points
  • Screenshots Icon 28 Screenshots
  • Questions Icon 1 Answer

Overall Experience
Ease of Use
Customer Service
What does Zoho Desk do well?
- Integration with Zoho CRM is one of the main strengths of this software, incredibly enhancing the functionalities like customer service team services and sales. - The way of tracking tickets allows to manage in a much more efficient way the complaints of customers can be organized by their priority and thus attended with much more urgency. - The availability of customer-related information, a functionality that is integrated from Zoho CRM directly from the ticket. - The number of metrics it offers for the reports it's pretty impressive.
What does Zoho Desk not do well?
There is a steep in the learning curve mainly for users who have never used a ticket system in the past, so it takes time to use it and get it to the max of its functionalities. Limitations regarding ticket customization, different fields, the edition of your company name. You can't add attachments to each ticket, this limits customer description of the issue.
What do you wish you had known about Zoho Desk before using?
I would have liked to know that customer support is not the best, the answers on your part may take a while and some employees do not seem to have the knowledge necessary to offer the best and right solution to your problem. The spam filtering function is something that does not do very well and is a problem that I encountered after a while of using the application which I find disappointing. Zoho Desk makes very clear the conditions in which it works well either in its free plans as the functions in its paid versions, without any major surprises.
Have you used a competitor to Zoho Desk? If so, how does it compare?
I have used Zendesk in the past, both this software and Zoho desk offer excellent functionalities such as the ticket tracking system, a free trial, integrations with Zoho CRM, among others. Zoho Desk offers a greater number of platforms where it is deployed, such as on Mac and Windows devices while Zendesk is not present. Zoho desk is a slightly cheaper alternative in comparison than with the prices offered by Zendesk, so it adds greater appeal for customers on a tight budget.