Item: Zoho Desk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Zoho Desk as a customer support tool for a SaaS product called Samson's Classroom. It is only used by about eight people in our company. It helps us organize our support inquiries from customers and assign them to the appropriate people. Organization is important for this product, as some support questions are merely functionality questions whereas some are billing questions and we have different employees that handle each.

Pros and Cons

Organized
Ticketing system
Collaboration/teamwork

Data privacy concerns, since it's a free product

Key Insights

Do you think Zoho Desk delivers good value for the price?

Not sure

Are you happy with Zoho Desk's feature set?

Yes

Did Zoho Desk live up to sales and marketing promises?

Yes

Did implementation of Zoho Desk go as expected?

Yes

Would you buy Zoho Desk again?

Yes

Other Software Used

Google Authenticator, Slack, Cypress.io

Usability

Very simple to use and set up. Once you are set up, the management of tickets is effortless--just choose a member of your team to assign the ticket to. They perform the work and change the status of the ticket. I'd say this is one of the easiest to use ticketing systems on the market--and it's free.

Support Rating

N/A - never used. I've never needed to contact support for Zoho Desk. The reason is probably because of how easy the product is to use. I met with my team a few times to run through the software but we never had questions/concerns that lead us to contacting support.

Likelihood to Recommend

If you need a free ticketing system for customer service, this is a great option. It's also great for communication, as you can have private conversations about the issue with your team. And one of the best features is the warning that another teammate is working on the same ticket as you.

Zoho Desk--great, free ticketing software

Software Version

Overall Satisfaction with Zoho Desk