Item: Zoho Desk
Rating: 1
Author: Julien Bras

Overall Satisfaction with Zoho Desk

Use Cases and Deployment Scope

We are a software company. Zoho Desk is used in our company as the main entry point for customer support.

Pros and Cons

Pros

Support as a Service well executed
Easy to setup
Good link with existing Zoho products

Cons

Support team behind Zoho Desk is really deceptive (long response delay / not always accurate)
Customer enhancements are never done

Return on Investment

Lost customer messages; need to exchange with the customer by a different way.
Migration from our previous tool was never achieved, losing some bits of information.

Alternatives Considered

We have selected Zoho Desk because we already using Zoho CRM.

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.

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Support experience with Zoho Desk

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