ZohoDesk, a great ticketing platform.
June 24, 2024

ZohoDesk, a great ticketing platform.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho Desk

We currently use Zoho desk as our main ticketing system. We utilize a home grown ticketing system in our ERP and Zoho desk. We plan to consolidate to Zoho once we are ready to go. This platform captures everything we need, provides insights via KPIs and other relevant information for the end user and the technician that gets tickets assigned. We use the reporting all the time to see where the team is at. As a team, we can review all tickets together and improve.

Pros

  • Captures email and converts into tickets
  • Reporting
  • support
  • Ticket tracking

Cons

  • separating departments tickets
  • spam control
  • intuitive report searching.
  • reporting has been great. We use to have to spend time creating reports and calculating numbers but these are built in. The numbers are done. We just have to download and present.
  • Faster response and tracking. Having a single dashboard for the team to see when a ticket comes through makes it easier to respond quickly and get to work.
  • Tracking tickets by status has helped keep things in front of us. Before, we use to try and remember if something needed attention again. Now we simply set the status, add a note and get back to it when appropriate.
Zoho provides more bells and whistles comparted to the other platforms I have tried. The setup was easier and the transition was smoother. The support was much better as well. Whenever we would get stuck on something, support was a chat away and we always got the solution we were looking for. Hard to beat.

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?

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

Tracking of tickets has been great. There are times when some spam passes through and becomes a ticket, but it is easy to delete those. My company is very much into LEAN, and likes to see reports to see our progress as a team. The reports provided give good information for these presentations

Zoho Desk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
Not Rated
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.0
Customer portal
8
Social integration
8
Email support
8
Help Desk CRM integration
Not Rated

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