Panoply vs. Zoho Desk

Panoply is well suited for companies with large amounts of data that do not want all users of the company to see or view. It is appropriate for companies that have to store data for several years in case clients need the data. It is not made to constantly be downloading or looking at the documents.

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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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• Ease of data integrations. Importing data into the data warehouse is a point-and-click effort.
• Automated data modeling. The data is modeled in a way that facilitates analysis without having to look into it myself.
• Query speed. Automated query optimization has really sped up our dashboards.

• 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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• The user interface could use some improvement for analytical tools. Apart from that, it’s great.

• 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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It’s a good choice for building a quick, multipurpose data stack for a variety of businesses needs.

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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Independently Invited by TrustRadius

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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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Independently Invited by TrustRadius

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Panoply has much more storage and better organization tools for searching. There are better folders and tools for keeping documents secure and stored for a long period of time. It is better to offload data in mass than singular or Zip drive documents like you would do in Google Drive.

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Independently Invited by TrustRadius

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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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• Saved time on Redshift setup
• Saved support costs (monetary and temporal) by not having to set up on-premise
• Widens the BI tool use in organization; lowers the barrier to entry and makes organization more productive in analytical terms

• 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