Zoho Desk

What differentiates Zoho Desk from other similar products?

Easy to run, administer

What is your favorite aspect of this product?

The reporting of the product

What do you dislike most about this product?

The part of the ticketing area

What recommendations would you give to someone considering this product?

Ask for a demo, and a test run

What differentiates Zoho Desk from other similar products?

Zoho is very easy to implement and try in difference to other brands

What is your favorite aspect of this product?

Having a trial was easy along with the integration with office 365 and customization of the platform.

What do you dislike most about this product?

The sales person took some time to give me a proper quote. I still don't quite understand the documentation they provide to integrate other Zoho products.

What recommendations would you give to someone considering this product?

Please make it more easy to integrate with other tools or standarize an API implementation along your products.

What differentiates Zoho Desk from other similar products?

Zoho Desk provides an affordable ticketing solution that includes a feature packed knowledge base solution. They have attempted to incorporate AI assistance, but that still needs a bit of work. They do leverage a decent dialog flow option for directing customers to the knowledge information before reaching out to talk with an agent. That has been helpful. Desk also provides a number of limited "Light Agents" to provide limited access tickets and information. Zoho Desk offers a variety of reporting and analytics tools that help track key performance indicators. Reporting can also be enhanced utilizing Zoho Analytics.

What is your favorite aspect of this product?

I really like the knowledge base options that Zoho Desk provides. The documents and articles are presented in a professional manner to our customers and the search capability is good. I like that Zoho Desk integrates well with other Zoho applications like Zoho CRM and Zoho Projects. There is minimal effort to link the applications. We are hoping that the ability to set up a communication and dialog flow will be very beneficial. We are in the beginning stages of this right now and it does look promising.

What do you dislike most about this product?

Although the integration with the other Zoho apps is built in, there are limitations with linking data. I would like to see a more robust set of default linking, including custom fields. Non default data integration is still possible with other methods, like custom functions.

What recommendations would you give to someone considering this product?

Determine the right license level for you. We went with the enterprise level to take advantage of some key features. Build and develop the knowledge base with existing documentation. It is pretty simple to turn your library of support documents into a very good, customer facing, online knowledge base. Identify those internal only documents and provide access to the internal team and get them to use the knowledge base too. One last thing is that Desk normally comes with a number of "Light Agent" user licenses. Give access to the Desk information and tickets to other, key departments and improve collaboration and communication.