Likelihood to Recommend
Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.
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The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
Read full review Pros Desk.com automatically tracks analytics on all cases coming in and going out. Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case. Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers. Read full review Report features give the all insights of the customer team and customer support which enables us to make changes according to it. The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard. I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module. It is completely a feature rich platform. Read full review Cons Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff Arbitrary and confusing limitations in business rules and custom fields Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...? Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level Reporting tools are clunky, slow, and just all-around pretty useless Read full review When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome. Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :) Read full review Likelihood to Renew
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
Read full review Usability
Service Cloud's usability is seamless to get up and running, administer, and scale across the organization. It allows us to get up and running in days rather than weeks and has transformed our customer support teams globally into efficient, world-class teams. The best practices that the
and Desk.com teams provide are also very valuable, as we have the right case studies and tips to implement right away in our organization.
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At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
Read full review Reliability and Availability
We've never had a problem with Desk.com's availability.
Read full review Performance
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Read full review Support Rating
Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.
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Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
Read full review Implementation Rating
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Read full review Alternatives Considered
Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.
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After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
Read full review Return on Investment Better customer service and employee efficiency when dealing with cases It's so universal, meaning that everyone can use it and it's easy to understand. The only negative impact is that our IT department who is assigned tickets has responded to customers instead of to the local reps and we have to ensure they know to change the email if it's assigned to them. Read full review Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently. By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems. All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions. Read full review ScreenShots Desk.com (discontinued) Screenshots