Frontify vs. Zoho Desk

Well suited to organization starting their journey of design system creation. It provides a ready to go foundation that requires minimum effort to set up and get going. It may be limited if scaling into thousands of design elements and multiple users - we have not tried at scale of more that 10's of users.

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

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• It manages the visual aspects of a brand very well.
• It is easy to use and update.
• It converts the colors from hex to rgb and cmyk seamlessly.
• It has a nice user interface.

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• It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
• There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
• You can easily track all of your tickets and agents from the dashboard interface.
• You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

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• I believe having an agency option would be great so that one could manage and build multiple brands for multiple clients.
• Having sections for voice and personality would be great.
• The ability to export a brand document to a .PDF to share with partners.

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• The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
• [I feel] its customer support needs improvement.

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Frontify is very easy to use and makes updating information a breeze. Frontify acts a central location to house assets and information for easy sharing. You can plug and play information and even white label the guide if desired

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I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!

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As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office

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We've invested time building our own hosted interface, and recently begun exploring Figma for design system management too. The benefit of Frontify is it's easy public access. The downfall is integration with other systems required in the UX, Design, Product Management, and Development processes - something Figma supports well.

We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

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Independently Invited by TrustRadius

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• Solid cost benefit - the cost is not prohibitive for the value it brings
• Overall value depends on internal federation of usage

• 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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info