Item: Zoho Desk
Rating: 8
Author: Verified User

Overall Satisfaction with Zoho Desk

Use Cases and Deployment Scope

Currently, we utilize Zoho Desk for our IT department. Zoho [Desk] is used to keep track of issues either reported internally, or from our external customers through a support email address we assign within Zoho. There are many features including time tracking, workflows (automated), and customizations. There are also macro's that can be built for auto assignment based on many available fields within the generated ticket.

Pros and Cons

Pros

Macros - These are great ! You can auto assign based on many different criteria. Easy to build as well.
Customization - Easy to build customizations at your fingertips. It helps when you need just a little bit more information to perform the tasks at hand.

Cons

When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)

Return on Investment

None at all

Alternatives Considered

BMC Helix ITSM (Remedy) and Atlassian JIRA Align (formerly AgileCraft)

Over the years I have used a few different support software applications. One being Remedy software. That was pretty nice, but they lacked an isp version. I am currently a user of Atlassian JIRA and am not a big fan at this point. It is very cumbersome to use.

Key Insights

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

Yes

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?

I wasn't involved with the implementation phase

Would you buy Zoho Desk again?

Yes

Usability

I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement.
There are several times where I am left unable to find a ticket and have to generate a new one.
I am hoping in the future that they will make some changes!

Support Rating

The good thing is, in the two years that I have used [Zoho Desk], I have only had to open one support issue.
It was resolved rather quickly.

Likelihood to Recommend

[Zoho Desk] is well suited for support as well as maintenance and new projects.
When utilized for support, the ticketing portion works well. It's not an "over achiever". You get what you want and can either keep the fluff, or remove it based on your needs. You can even customize what you see on the screen. With the workflow, you can view all work queues and easily tweak them.

Comments

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ZoHo Desk - Great tool for the price

Software Version