Zoho Desk

Zoho desk is well suited for anyone wishing to use it as their primary support platform in association with a company website if there is dedicated support personnel within the company. I would say that Zoho desk would be less appropriate for retail based customers as a platform to write reviews on products received.

As a SaaS offering it delivers on the cross-platform accessibility front quite well. Any Cloud service means it can be consumed from anywhere, giving a business the agility it needs to employ staff from no set geographic location, as well as allowing work-from-anywhere scenarios. The interface is okay to use but could be better, but in terms of basic functionality that you'd expect a service desk to deliver it does that quite well.

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.

It supports a wide range of support networks that can be used by agents to establish robust customer relationships that will improve business operations and result in bigger profits.

Zoho Desk is helping me a lot in managing the customer support along with the customer support team effectively. Clear and clean dashboard with robust UI helping me to be more productive at work. Support and ticketing need to be updated in the near future. Other than that, it is a great platform to have in the organization and I would recommend this to other businesses too.

Zoho Desk is the right solution to recommend companies that have many clients, as it offers customer assistance immediately. Again, Zoho Desk is online, hence, far-reaching to those customers which are away from the company. Lastly, Zoho Desk ensures there is no wait time, as the ticketing concept is well maintained.

[Zoho Desk] is well suited for support as well as maintenance and new projects.
When utilized for support, the ticketing portion works well. It's not an "over achiever". You get what you want and can either keep the fluff, or remove it based on your needs. You can even customize what you see on the screen. With the workflow, you can view all work queues and easily tweak them.

If you need a general-purpose help desk platform that isn't sharing a lot of information with other systems, it's hard to beat Zoho Desk. Their product is fast, and does what you ask it to do. Good reporting abilities and if you're in one of the upper pay tiers good integration with social media for monitoring and remediating support issues.

We are using the free version due to a limited budget . We have two IT staff that actively use it to track Help Desk issues in a small to midsize company. It is well suited as it is nothing you need to install, dedicate a server, or manage. It is 100% WEB based and for no cost is an excellent solution.

It is well suited for collaborative work environment where an organisation can directly collaborate with the customers. The customer feedback option is really great which helps us keep a track of how well we are doing or what is lacking. User interface is really very clean and intuitive. Multiple options are available for ticket submission.

If you need a free ticketing system for customer service, this is a great option. It's also great for communication, as you can have private conversations about the issue with your team. And one of the best features is the warning that another teammate is working on the same ticket as you.

Zoho [Desk] is well suited by certain services which are aimed at certain departments.
I would think that each department uses one Zoho module based on what they do.
As someone who is Admin on Zoho I have access and overview of all Zoho modules, but even I would not use most.

It does not combine all these services into one "complete" solution for all departments.
It might be helpful to have all services netted together to create one complete solution that all departments use and can all pull the relevant info as required.
If this is already the intended purpose then perhaps more instruction needs to be given when onboarding clients as I am not sure how clear it is currently.

• A suitable scenario to use this tool It would be to use it for the purpose of providing advice or assistance to someone who needs information and guidance on what to do to acquire a service or product.

• A bad example of how to use this tool. It would be to do it for personal and unprofessional purposes.

As an educator in technology, many of my customers are not tech-savvy and they need a simple form they can fill in to start a support session and to have simple questions answered. Zoho Desk provides a system where the support person can record the issue and provide the solution by responding directly with the customer via a ticketing system. Once the problem is solved a resolution can be written and saved as an article for future reference as an education tool or self-support resource for subscribed customers.

It is great for managing general queries, or where all queries independent of the client are similar. If each client needs a specific layout, this might not be a right fit. It is best suited for customer service, maybe project management as well. It works well with different departments independent of each other as well.

Zoho Desk is excellent if you have other software to support billing. It is terrific for internal work and harder if you have projects. If you’re looking for a basic ticketing system without diving deeper like other robust ticketing systems, then Zoho Desk is right for you. There isn’t a huge learning curve with Zoho Desk, either.

If you don't have any platform to help resolve your customers' questions, then Zoho is the best option to start using as a small CRM. It works well as a tool where you can receive customer's queries through various platforms, like email and a support page. However, we did not find it suitable to create a big knowledge-base or FAQ's, because it doesn't have a lot of features for those purposes.

I think that Zoho Desk is a good product for small to medium-sized company. But when you want to support your customer at a high level like we want to do, it is really difficult to rely on Zoho Desk. The exchanges we have are not very constructive and we are not having the level of support we expect from a Support Service company.

Great for startup companies from my experience. Cannot speak for large companies (50 support reps or up) however, it does a fantastic job of proving an easy-to-use interface. Great for software companies and also likely a good fit for brick-and-mortar retail store customer support for email and phone.

[It's well suited to] Give support to your customers. It is excellent. The clients learn to make requests, they are organized to be taken care of and they are always satisfied and very surprised. They do not expect you to have such a powerful tool. I have been recommended many times for the quality and organization of the answers given.