Zoho Desk

Vorteile

Dass man viele Möglichkeiten hat und sich relativ schnell in die Software einfindet

Nachteile

Die Stimme der anrufaufzeichnung klingt meist etwas Roboter mäßig aber nicht schlimm

Vorteile

The system's user interface makes it simple to understand. We will be able to significantly mature our customer service operations and scale with our expansion over time because to the configuration choices, which seem to be limitless. For our 18 retail locations, we intend to use the system to handle all client inquiries.

Nachteile

Although the pricing is a little unclear, altogether the cost is fairly affordable. Our experience has been incredibly gratifying other from that.

Vorteile

Improved customer experience: Zoho Desk provides a unified platform for managing customer support requests, which can help improve response times and provide a better customer experience.Increased team productivity: The automation and collaboration features can help reduce manual tasks and improve team efficiency, allowing them to handle more requests in less time.Better data insights: The reporting and analytics features can help businesses gain insights into customer needs and preferences, and identify areas for improvement.Customization: The ability to customize the platform can help businesses tailor their support workflows to their unique needs.

Nachteile

Complexity: While setting up automation rules and configuring the platform, some users may find the software to be a little challenging. Small organisations or teams with little technical experience may find it difficult to start because of this.Restricted integrations: For companies that depend on particular third-party technologies, Zoho Desk's lack of connectors with other help desk solutions can be a drawback.Restricted mobile app features: In comparison to the desktop version, the Zoho Desk mobile app includes less features. This can make it difficult for support personnel that must function while moving about.Despite Zoho Desk's ability to customise fields and tags, there are few options available for customising the platform's overall appearance.

Vorteile

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.

HTTPS had to be requested and is not a part of the package unless you call up and request it.

Nachteile

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

Vorteile

As a ticketing system, Zoho Desk allows us to keep tabs on and respond to customers' questions about our bespoke goods, whether they reach out to us via email, phone, or in person. Although we have just begun to understand how the system works, we already have a good idea of how beneficial it will be after we have fully implemented it.

Nachteile

When it comes to cost, Zoho should be more transparent when incorporating additional tools like Zoho Assist. Although Zoho's huge amount of modules is a great asset, it would be even more helpful if there were a means to track the potential financial impact of implementing various configuration options.