Zoho Desk - Simplifies the Ticketing Process
June 24, 2024

Zoho Desk - Simplifies the Ticketing Process

Sanjay Singh | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho Desk

We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is:

Automated Acknowledgement Email to customer with a ticket number and greeting
Automated Assignment of Agent
Timer Started
SLA Timer Started

Pros

  • Automated Ticket Acknowledgement to Customer
  • Grouping of Data of Customer
  • organises ticket data into one pane of glass
  • Attaches files to case

Cons

  • It could do with a few pre populated email templates
  • Allow remote connections direct to Manage Engine Endpoint Central
  • Have a customer chat feature
  • Positive - Automations save time
  • Positive - SLA alerts keep us within response times
  • Worth the cost in comparison to the ROI
I have used Asana and Zoho desk and decided to go with Zoho due to the ease of intergration into other applications and platforms, the more affordable costing, a faster mobile application and for the slightly better automation capabilities. Asana is nice but the cost and learning curve is higher than Zoho desk

Do you think Zoho Desk delivers good value for the price?

Yes

Are you happy with Zoho Desk's feature set?

Yes

Did Zoho Desk live up to sales and marketing promises?

Yes

Did implementation of Zoho Desk go as expected?

Yes

Would you buy Zoho Desk again?

Yes

For an IT support Business, Zoho Desk is amazing. Zoho Desk automates many processes that allows us to respond quicker, free up repetitive tasks time and also time against or SLA agreements to ensure we don't breach.

I can't tell you where it's less appropriate as so far we have had good success with using Zoho desk

Zoho Desk Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
8
Ticket creation and submission
9
Ticket response
9
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
6.5
Customer portal
8
Social integration
4
Email support
5
Help Desk CRM integration
9

Comments

More Reviews of Zoho Desk

  1. Home
  2. Help Desk Software
  3. Zoho Desk Reviews
  4. User Review of Zoho Desk