Zoho Desk

We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.

As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.

Zoho Desk is one of the best platforms available for creating customizable support experiences for customers in the marketplace. It has all the best features of prioritizing requests, managing the requests, and closing more increasing requests on a different platform linked to the business. I have been a user of Zoho Desk for a long time and am still using the platform for better managing customer support and improving the overall efficiency of the customer team effectively.

Currently, we utilize Zoho Desk for our IT department. Zoho [Desk] is used to keep track of issues either reported internally, or from our external customers through a support email address we assign within Zoho. There are many features including time tracking, workflows (automated), and customizations. There are also macro's that can be built for auto assignment based on many available fields within the generated ticket.

We trialed Zoho Desk, hoping that it would be a workflow improvement over Zoho/ManageEngine ServiceDesk Plus, but that was not the case. While I'm generally a fan of Zoho products (very extensive for any marketing and support organization) the steps needed to accomplish basic tasks can be daunting, and there isn't as tight of integration between modules (such as Desk and CRM and Social and Office) that I would hope for.

We use Zoho Desk as a customer support tool for a SaaS product called Samson's Classroom. It is only used by about eight people in our company. It helps us organize our support inquiries from customers and assign them to the appropriate people. Organization is important for this product, as some support questions are merely functionality questions whereas some are billing questions and we have different employees that handle each.

Zoho [Desk] is used for several reasons in my company:
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.

We use Zoho Desk to manage queries for our existing customers, only for a particular department in our organization, managing multiple languages. Clients submit tickets to ask for changes in setup, new reporting needs, questions or issues with a particular service, ask for training, troubleshooting, etc. It its wonderful to consolidate several channels and keep track of time involved in the resolution of each item.

Zoho Desk has been a great assist for the startup medical software company I work for. It provides a web portal to bring in our customer support inquiries and provides an easy-to-manage dashboard to view and respond to customer support inquiries. Through the use of our email server, clients send in questions and inquiries regarding our software, allowing our support team to assign these support tickets and respond to them through Zoho Desk. This replaced the need to respond to support directly through email. Zoho Desk provides email alerts when clients respond or when new tickets come in, making it easy to manage. Desk also allows reports to see outstanding tickets, customizing tickets to include priorities, departments, and even adding in JIRA tickets for software requests that ultimately need to be handled by our developers. We do wish their was better API capabilities to link our software directly to Zoho Desk to provide customers their own portal to see outstanding tickets. Another flaw is that tickets cannot be assigned to strictly Accounts, they need to be assigned to a Contact which is sub to an Account. It only links with the Contact email which is usually a specific person.