Likelihood to Recommend Guru has been amazing in making sure my team is well-prepared by giving them information that they have been lacking. Keeping things all in one spot has been a game-changer for my team, and there are no questions about where something is located. "It's in Guru!" has been my tagline for the last eight months (since implementation)! Guru has not been great as a content keeper of PowerPoint presentations. I am looking for a solution for this, but in the meantime, we are still using a computer file folder to store all of our presentation materials.
Read full review 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 I use it to help me remember what I did and to provide tutorials that frequently need to be repeated in order to assist other employees of the organization. Configuring an FTP program is a method that is consistent with just minimal modifications each time. the feature to pass verification to other team members and even have Guru flag articles for re-verification on a schedule is amazing. 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 I think the tab that suggests other cards would helpful. My search for specific words opens too many cards, and it is very difficult to pinpoint exactly what I am looking for. I would recommend a feature of recently viewed or most popular tabs. I am sure those logging on are all looking for most of the same information. 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 With Guru, information flows seamlessly through your organization, cutting through meeting and chat fatigue and giving your team time back to stop looking for information and do what you hired them to do. Guru does the heavy lifting to get you set up quickly, ensuring information is readily accessible when and where it’s needed, all while improving in quality over time
Read full review Usability It's user-friendly and easy to understand. you don't have to be worries about doing something wrong as there is not space for it but to learn and have easy access. I love how it makes my job easy when looking for a solution to complicated topics
Read full review 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 It syncs up to my email making it easy
Read full review Performance Guru works fine for me, I have not encountered any issues
Read full review Support Rating The only reason I do not give it a a ten is because I think there is still some room for improvement in meeting the different time zone needs of their customers, but overall their support is top notch. Friendly, capable, and quick.
Read full review 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 In-Person Training It help us to more familiarize via navigation
Read full review Online Training It was done promptly with right depth of training.
Read full review Implementation Rating It was a longer process to get it activated with all our cards and information. Once it was uploaded, it worked great for our team.
Read full review Alternatives Considered First of all, when it comes to pricing, GURU was way more convenient and affordable at the same time. Also, with administrative organizational features, GURU has more to offer and more convenience as well. All in all, we, as a Team of managers in Fabfitfun, decided to go with GURU. We surely recommend this to our colleagues.
Read full review 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.
Read full review Scalability Right now, only customer support using Guru
Read full review Return on Investment Streamlined Knowledge Sharing: Guru has significantly improved Tripleseat's internal knowledge sharing. With its user-friendly platform, our team can easily create and access critical information, ensuring everyone stays on the same page. This has boosted collaboration and efficiency across different departments. Enhanced Sales Enablement: Guru's role in building battle cards for our Sales team has been a game-changer. The platform provides quick and easy access to up-to-date, relevant content, helping our sales representatives stay well-informed and confident during customer interactions. This has positively impacted our sales process and customer engagement. Responsive Support and Guidance: The Guru support team's responsiveness and willingness to assist have been invaluable. Whenever we've had questions or needed guidance, they've promptly scheduled meetings, offering insights and suggestions that have proven instrumental in optimizing our use of the platform. This proactive support has contributed to a positive overall experience with Guru at Tripleseat. 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