Zoho Analytics for Service Desk Plus Cloud
June 13, 2022

Zoho Analytics for Service Desk Plus Cloud

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Professional Plus

Overall Satisfaction with Zoho Analytics

Zoho Analytics has allowed my team to tap into the data of our Service Desk Plus Cloud environment to build our metrics dashboards, in order to review resource utilization. Unfortunately, the box KPIs Service Desk Plus Cloud offers were limiting our scope of this analysis. It was a seamless process to test out and enable Zoho Analytics in our environment. I look forward to new features and the incorporation of Zoho Survey into the built-in data sources.
  • easy report scheduling
  • normalizing data
  • visual representations
  • integration into Zoho Survey
  • additional Service Desk Plus Cloud attributes
  • calculated fields
  • ability to measure utilization and SLAs for our support staff
The application is not very intuitive upon entry. It would be helpful if ManageEngine provided more training opportunities for customers that are using Zoho Analytics specifically in conjunction with Service Desk Plus Cloud in order to get the most out of their subscription. The training currently offered only gives examples for a small sample set data loads.
Zoho Analytics is very responsive when working and building reports.
We would have preferred to set up an API into Microsoft Power BI, however, this would have taken resources to investigate and implement. Signing up for Zoho Analytics in order to gain access to the necessary data points within Service Desk Plus Cloud was seamless. It was very helpful to be given the ability to trial the application and verify that it met our reporting needs beforehand.

Do you think Zoho Analytics delivers good value for the price?

Yes

Are you happy with Zoho Analytics's feature set?

Yes

Did Zoho Analytics live up to sales and marketing promises?

No

Did implementation of Zoho Analytics go as expected?

Yes

Would you buy Zoho Analytics again?

Yes

Zoho Analytics has given us the ability to access data from our instance of Service Desk Plus Cloud that ManageEngine does not provide from their out-of-the-box reporting feature. This information is essential to managing our support teams that work within the Service Desk Plus Cloud system. Although it does not expose all data points from the application and building calculated data points can be quite cumbersome.

Zoho Analytics Feature Ratings

Pixel Perfect reports
4
Customizable dashboards
7
Drill-down analysis
7
Formatting capabilities
8
Report sharing and collaboration
8
Publish to Web
7
Publish to PDF
9
Report Delivery Scheduling
9
Pre-built visualization formats (heatmaps, scatter plots etc.)
6
Location Analytics / Geographic Visualization
7
Predictive Analytics
9
Multi-User Support (named login)
9
Role-Based Security Model
9
Multiple Access Permission Levels (Create, Read, Delete)
8
Responsive Design for Web Access
10
Mobile Application
8
Dashboard / Report / Visualization Interactivity on Mobile
7
REST API
7
iFrames
8