Promising solution for all the service desk needs
What do you like best?
good value for money, scalability and integrations.
It's a good solution that incapsulate not only the so called "classic" ticketing system, but it will allow also to have a chat platform that feeds into the customer relationship management (CRM) . It also offer, as a big plus, a solution for telephony included in the "professional" package.
One of the elements that made their offer much more convenient for our company is the "light agent" seat count.
This allows us to have some of our professionals to look into the tickets without being counted against the "seat count" and reducing the final cost sensibly. This is available for those professionals that are not customer facing but still need to work on tickets to offer solutions (such as tier 2 agents and escalation points).
What do you dislike?
Nothing yet to list during the discovery phase. The initial Zoho page can be a little dispersive.
Recommendations to others considering the product:
Zoho Desk can be the ideas solution f you need a single solution for Helpdesk that encompass telephony, mail support and chat
What problems are you solving with the product? What benefits have you realized?
In relation of our needs, Zoho Desk allows us to get better reporting and analysis. It is well integrated with social media and with our internal instant messaging system, we find it more versatile because we already use its CRM in sales and we believe it is a big help for our Account Managers to have immediate visibility on the issue that our business partners are facing.
