KACE Asset Management Appliance (formerly Dell's Asset Manager) from Quest Software is an IT asset management (ITAM) and software asset management (SAM) solution.
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Zoho Desk
Score 8.2 out of 10
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Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
The KACE Management Appliance does many different things, but does not do them as well as other products. It is an all-in-one system for Asset tracking, software management, ticketing system, Contact management, and reporting. If you require basic functionality for these, then this product will meet your needs. But when you begin needing advanced/granular functions from the appliance, it will fall short.
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.
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.
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!). :)
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.
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.
DAM blows away what Free wear we were previous trying to tweak and change for use to benefit the County. But as we looked into DAM we saw much more available with this product compared to what we had been trying to use over the last 10 years. It took a lot of convincing to get County Administration on board with County IT but after we had Dell come in and demo software and appliand to BOS and County Administrator they saw the added benefits of going with DAM! It has been a great addition to our County IT tools!
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.
Asset Tracking works exceptionally well, until the AMP agent breaks an endpoint machine. Quick re-install of the AMP agent usually resolves the issue.
The remote provisioning tool fails 90% of the time. If this worked properly or informed us why the remote provisioning failed, this tool could become an invaluable asset.
We canceled the support contact because the renewal price was expensive and cost just as much as the initial purchase price.
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.
