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User review of Zoho Desk

A do-it-all platform capable of addressing queries from other platforms.

- by Tim

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

It's a highly recommended tool in addressing support tickets. You get to see tickets that have been resolved, currently pending, average ticket resolution response time, and parameters available for your customer service. It can be fully integrated with other CRM tools. You get to see priority tickets on a per service-level agreement.

What aspects are problematic or could work better?

Even if you're able to keep track of the ticket resolution history, notifications for status changes of tickets isn't as sophisticated as expected. If you happen to have raised and edit a ticket through Zoho support, it can be a bad thing. Both drafts will automatically saved. What's worse, stakeholders will end up seeing both.

What specific problems in your company were solved by this product?

At the moment, we deal with tech products and B2B consumers. When it comes to bugs or other issues, our customers reach out to us through Zoho support. This is the tool we frequently give to them. It's an awesome tool that helped us measure and modify the customer service we give them. That way, we get to serve them in a better.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Information Technology

USAGE & IMPLEMENTATION

How many people in your company actively use this product?

all employees

PRICING & COSTS

How long is your contract with the vendor?

1 year

FEATURE DETAILS

No information provided by the reviewer.