Item: Zoho Desk
Rating: 8
Author: Leonard Johnson

Use Cases and Deployment Scope

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.

Pros and Cons

Easy to assign agents
Message updates were easy to follow

Not a whole lot of features
Tickets are bare bones at times

Return on Investment

Fast response time
Updates in real-time

Alternatives Considered

Atera

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.

Other Software Used

Kaseya IT Center, Spiceworks

Likelihood to Recommend

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.

Small structure but a lot of results

Software Version

Overall Satisfaction with Zoho Desk