Zoho Desk is great as a customer support platform
January 16, 2024
Zoho Desk is great as a customer support platform
Score 8 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with Zoho Desk
We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.
- Scheduled reports for Specific customers
- Organizing data by customer and the customer can respond to a Zoho Desk ticket by email and the response will automatically be entered into the related ticket on our desk platform
- The Zoho Desk community forum could use more options. If our customers could post questions or create a new topic on the forum we created we would be more apt to use it
- When a new contact or account is added to Zoho Desk it automatically assigns the account owner to our Zoho Admin, with no sales office even when a sales office specific support agent controls the ticket and a sales office is specified on the ticket - so more thorough data transfer into the CRM would be an improvement.