Small structure but a lot of results
January 29, 2020

Small structure but a lot of results

Leonard Johnson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zoho Desk

Zoho Desk was used our ticketing system for many years. It helped us separate the client tickets from internal tickets. We were able to communicate back and forth with our clients. We used it as a way to track projects and manage workflow. It served as our primary service desk until we switched.
  • Easy to assign agents
  • Message updates were easy to follow
  • Not a whole lot of features
  • Tickets are bare bones at times
  • Fast response time
  • Updates in real-time
Atera had a lot of features. You could install an agent to monitor updates, and you could deploy AV. Zoho Desk was easier to go through tickets and replies. It felt like Atera had more features, so it was slower. At times you would want to search for an old ticket in Atera, and it was incredibly difficult. Zoho Desk was much faster, even though there wasn’t much of a filter to use.
Zoho Desk is excellent if you have other software to support billing. It is terrific for internal work and harder if you have projects. If you’re looking for a basic ticketing system without diving deeper like other robust ticketing systems, then Zoho Desk is right for you. There isn’t a huge learning curve with Zoho Desk, either.