Zoho Desk is a great customer service portal for small to medium teams looking for a simple, affordable, and effective solution
Updated January 16, 2020
Zoho Desk is a great customer service portal for small to medium teams looking for a simple, affordable, and effective solution
Score 7 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zoho Desk
Before Desk, we weren't using any sort of ticket system, instead of relying on direct emails to individuals. This was an issue for a multitude of reasons, including vacations or the individual leaving the organization without a proper knowledge transfer. Desk gives everyone on the team visibility to all client communication, allowing anyone on the team to jump in and get information for a client, or handle an issue without having much of a background with them previously.
- Very intuitive UI
- Easy for multiple team members to access and jump in
- Full accountability on team members
- Integration with email is not the smoothest
- Escalation rules take into account weekends but not holidays
- Reports can be a bit confusing
- Stopped "siloing" of information amongst team members
- Allows for a quick response to clients requests
- Allows proper tracking of team members responses for KPIs
We haven't really had much experience with using other ticket/help desk systems, aside from writing into them. The one that one of our major vendors uses is Zendesk, so I have had a chance to see the user experience with it, and I would say it compares to Zoho Desk. Both are clean and give the recipient a ticket number to reference and a clean conversation thread. Desk is better for us from a cost perspective and integrating into the rest of Zoho.