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Support experience with Zoho Desk
April 01, 2019

Support experience with Zoho Desk

Julien Bras | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho Desk

We are a software company. Zoho Desk is used in our company as the main entry point for customer support.
  • Support as a Service well executed
  • Easy to setup
  • Good link with existing Zoho products
  • Support team behind Zoho Desk is really deceptive (long response delay / not always accurate)
  • Customer enhancements are never done
  • 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.
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.