Item: Zoho Desk
Rating: 7
Author: Kevin Almond

Use Cases and Deployment Scope

As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.

Pros and Cons

Browser-based
Cross-platform support and functionality
Customizable

It regularly experiences slow performance
The interface could be designed better
Customization can be a bit rigid and not as open as some platforms

Return on Investment

Rapid deployment to all parts of the business, saving time and effort of not having to visit end users directly.
It has improved our customer service levels by giving us the toolset to deal with customer service tickets in a more streamlined fashion than our previous system.
Cross-platform cloud offering ensured we deployed to the full range of staff across the UK and delivered service from day 1.
Platform slowness and glitches have hampered delivery on occasion, with these issues being more frequent than they should be.

Alternatives Considered

FreeAgent

We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

Key Insights

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

Yes

Are you happy with Zoho Desk's feature set?

Did Zoho Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zoho Desk go as expected?

Yes

Would you buy Zoho Desk again?

Yes

Other Software Used

Zoho Analytics, Zoho CRM, Asana

Likelihood to Recommend

As a SaaS offering it delivers on the cross-platform accessibility front quite well. Any Cloud service means it can be consumed from anywhere, giving a business the agility it needs to employ staff from no set geographic location, as well as allowing work-from-anywhere scenarios. The interface is okay to use but could be better, but in terms of basic functionality that you'd expect a service desk to deliver it does that quite well.

Functional Service Desk Offering

Software Version

Overall Satisfaction with Zoho Desk