Templafy vs. Zoho Desk

Great use case for TEmplafy is when you have a lot of assets in a system, that you want to be able to slice and dice and export a custom report of what is meaningful to you. They are set up so you can make selections to only surface what you need and feel very well served. It is not ideal, at this time, if you want to look at many separate systems and merge them all. It requires a lot of work to customize and tailor to fit this more curated need

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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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• Simple user interface to make choices and see results
• Puts the power of customization in the users hand
• Quick set up and powerful

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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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• Customized interface to fit more with a brand or style
• Web interface and not being dependent on microsoft software

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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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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 went went templafy for the ease of set up, still in our first year but looking to see how it stacks up once we want to integrate with Salesforce. We wanted the ability to customize and templafy offered more options than others

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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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• Reduces search hours by half

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• 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.

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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