Likelihood to Recommend Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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 It's easy to set up, and manage ongoing. The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time. It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution! 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 There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email. 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 Usability Easy to use
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 Support Rating Support is there, can be slow at times.
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 Alternatives Considered Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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 Return on Investment Hiver has increased the efficiency by which we address emailed questions and concerns. Hiver increases transparency between team members. Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories. 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