Zoho Desk

Overall usage of Zoho Desk web and mobile applications is user friendly and gives a very good Customer Interface look. The user experience is also handled very smoothly as placement of most of the required shortcuts, icons, and menu items are ideal. The color combination is soft for your eyes and can be handled whether in the night or day time. The slider option is as usual very useful and gives a good experience as is the case with all other Zoho applications.

It is integrated with social support that allows customers to call for assistance through social media platforms and also pass their support requests.

Automated workflow eases the whole support activities. It increases the productivity of my productivity team on another level and customer is also very much satisfied with our services and response time. I do not have any negative aspects about the usability of this tool.

Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.

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!

We found it to be too many steps for basic tasks, and lacking in automation of processes that we do daily.

It is web based, no client software to install, as long as you have a browser and an internet connection it works as expected. It also offers a free mobile client you can use when on the go.

I gave it a 9 because it is really very effective in terms of handling all the client feedback and tickets. It is a really versatile product and meets all the needs of an IT company. The product looks promising and robust. Client expectations are easily met and tickets are always well managed.

Very simple to use and set up. Once you are set up, the management of tickets is effortless--just choose a member of your team to assign the ticket to. They perform the work and change the status of the ticket. I'd say this is one of the easiest to use ticketing systems on the market--and it's free.

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.

• Despite being a great tool to provide customer service. I think it should be a little more intuitive to make it even easier to use. Since the learning margin to use all its features can take a while.

Although it is rather straightforward to navigate I did not find it intuitive when I am in a customer support call. The in-call notetaking feels a little disjointed and distracting when you are trying to take notes on an existing ticket once it has been submitted. I like how you can link calls received on your phone to Zoho Desk when you have the app installed on your smartphone. It seems that every feature I would want with this support tool is available however I find I have to learn where they are how to find them. This can be seen as a good thing in a product so feature-rich and would be even better if it was seamless to use.