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Zoho Desk for Customer Support
August 28, 2020

Zoho Desk for Customer Support

María Fernanda Cruz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho Desk

We use Zoho Desk to manage queries for our existing customers, only for a particular department in our organization, managing multiple languages. Clients submit tickets to ask for changes in setup, new reporting needs, questions or issues with a particular service, ask for training, troubleshooting, etc. It its wonderful to consolidate several channels and keep track of time involved in the resolution of each item.
  • Timetrack
  • Value for money
  • Ease of use
  • Automation setup
  • Advanced customization
  • Default reports aren't as good
  • Accurate time tracking
  • Streamline support for customers
  • Improve visibility of customer service
  • Improved customer service experience
Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty complete. Easy to train and use.
It is great for managing general queries, or where all queries independent of the client are similar. If each client needs a specific layout, this might not be a right fit. It is best suited for customer service, maybe project management as well. It works well with different departments independent of each other as well.