Zoho Desk

Pros

The ticketing mechanism is good and the suggestive feature of the knowledge base works quite well. The initial setup is a bit tricky but for the users of the organisation, it is good.

Cons

Hands down it is the User Interface and User Experience. The UI/UX is confusing for the first time user. The Live chat feature can get stuck at times and create troubles in the process.

Pros

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Cons

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Alternatives Considered

Reasons for Switching to Zoho Desk

Pros

Intuitive interface and its integration with Zoho CRM is my favourite. It's relatively low priced compared to Zendesk and provides some unique features the more expensive competitors don't provide, such as 24x5 Chat Support and all apps for running business from writing, presenting, reporting etc...
In addition, it provides a free plan while Zendesk does not.

Cons

It's little bit slow to load. Its website menus have unique colors for each which seems to be inconsistent in my opinion.

Pros

Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.

Cons

I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.

Pros

Customization is good, we can set custom rules, scalability and integration. Its meeting our basic needs of IT ticketing system and helping to manage all the task along with solutions.

Cons

Some custom feature are difficult to implement since its little complected to understand first. The interface gets slow some time. The administrator are counted as agents, where they should not. Because of this we are ended up paying for inactive users.