Zoho Desk

SLA for user, easy, Order classification and easy for the end user, is a very good tool because it is focused on the consumer and we are a ticket any

Having to configure it step by step. I think it should be a little more explicit and intuitive. Also should notify when there is update and do with them

User classification and option to convert multi Channel

Simple Flexible and customizable Intuitive interface for the Agent

Needs to have active spell checking in all fields, and a comprehensive users manual.

Concider the flexability in the product and set it up the way you want it to be

Too soon to tell major issues.

Especially connection between zohocrm and zohodesk is really cool. It gives us a 360 view of our merchants. I like the interface of the agent and reporting tools.

What can be improved is creating workflow rules. In one of the steps you need to choose a contact channel (tweeter, email, phone etc.) and it is not a dropdown list or there is no dictionary with channels' names (so you don't know if the name of a channel is Email, E-mail, email etc.) what causes a simple problem: if you put there the wrong name of a channel the workflow rule will not work.

Perhaps I am old but creating a support system that is not designed also to support email traffic what makes me look for workarounds is quite a disadvantage for me.

For sure it is needed to spend a lot of time to get familiar with the logic of ZohoDesk.

I manage the problems of our customers.

this help desk software is easy to use and flexible comparing to others service.

zoho desk user interface is not cool comparing to others service

Easy to use and more option for business that many departments.

Ease of use and customization of fields that can be done quickly and without extensive IT knowledge

Special character limitation have had issue with several uploads and data fields we have tried to work with

Tracking of work flow tickets and escalation protocols. Zoho will be re[placing or augmenting existing tolls.

Tudo dentro da ferramenta, chat, portal, helpdesk, acesso remoto.

Ainda não sei, no momento não tive nenhuma decepsão

Sim, recomendo essa ferramenta excelente. Supriu minha necessidade.

Estava com uma demanda a qual nenhuma ferramenta estava conseguindo atender; chat, help desk, portal do cliente e acesso remoto.

I love how the chat is integrated into the helpdesk, whereas our last system didn't even have a chat function

The system can seem a little daunting at first sight.

The system will seem daunting at first but after setup and the initial learning curve it is really great

We were having a problem with email forwarding that was creating the forwarding address as the user and not the original sender. Zoho has a simple switch to toggle on to fix this problem.

ZOHO desk help connecting live chat and social media , that help us to never miss a lead

As of now, nothing seems for me to dislike the product

Whole sales and support experience made good and easy

Simple to configure and full of nice-to-have included to provide a great experience for our internal clients

Translation not complete - some work has to be done to provide a full french exprience.

Centalized HelpDesk services for multiple depts.

easy use, agility in the launch of tickets and integrations with voip improve the service

the translation into portuguese is failing in some situations

Test the tool, you will be pleasantly surprised

solved problems: documenting all the attendances, speeding the attendance, reports of the calls.

called by email and site and the integration with voip for me were the main benefits