Zoho Desk

We use Zoho Desk to handle all of our customer service tickets. We also use the knowledge base function inside of Zoho Desk to address any customer questions and act as our FAQ. We need to be able to receive and answer customer questions easily and respond in a timely manner, which also allows us to have tracking and analytics. Zoho Desk satisfies this need quite well.

• The Knowledge base has saved our customer service team countless hours. Maybe 1–2 hours per agent per week. Added up over a year, it’s a larger number.
• For some reason, Zoho Desk does not grab all of our tickets, which has caused many customers to feel ignored. This is a big concern if you’re not watching your support inbox separately. I would estimate we missed 30%+ of all tickets that should’ve been created for some time before I caught it. This is a big negative.
• The ticket feature is fantastic. It definitely helps us organize and, by having everything in one place, probably saves us 5-10 hours per week as a department.
• The Analytics feature is great and saves us 1-2 hours a week in reporting; however, with a bit more work, it could save us an additional 1-2 hours a week that it cannot do right now.

HubSpot CRM

Zoho Books, Zoho Analytics, Zoho One, Zoho CRM, Zoho Expense, Lucid Visual Collaboration Suite, Zoho Projects, Microsoft Teams, Kajabi

We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is:

Automated Acknowledgement Email to customer with a ticket number and greeting

Automated Assignment of Agent

Timer Started

SLA Timer Started

• Positive - Automations save time
• Positive - SLA alerts keep us within response times
• Worth the cost in comparison to the ROI

Asana

Zoho Books, Zoho Mail, Zoho Marketing Automation

We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.

Zoho CRM, Zoho Books, Zoho Commerce, Zoho Forms, Zoho Sign, Zoho Projects

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.

• 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.

NinjaOne and Spiceworks Help Desk

NinjaOne, VMware Carbon Black Endpoint, Microsoft Teams

As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.

• Rapid deployment to all parts of the business, saving time and effort of not having to visit end users directly.
• It has improved our customer service levels by giving us the toolset to deal with customer service tickets in a more streamlined fashion than our previous system.
• Cross-platform cloud offering ensured we deployed to the full range of staff across the UK and delivered service from day 1.
• Platform slowness and glitches have hampered delivery on occasion, with these issues being more frequent than they should be.

FreeAgent

Zoho Analytics, Zoho CRM, Asana