Zoho Desk

- Le suivi de l'historique des clients
- Le système de tagging
- Personnalisation des status/workflow
- Lien avec la base de connaissance

- L'ergonomie est contrintuitive
- Les notifications sont inutilisables
- Pas de mise en avant des pièces jointes
- La recherche n'est pas fiable

Zoho Desk is a great tool for both work and personal use since it allows us to carry out different actions such as sending emails, sending text messages, making live chats, and making calls to our clients, among others. In addition, this tool is one of the most used in my industry since it has greatly benefited us with its ease of use and the variety of options it contains.

This tool offers several options for its use and the way it can work is amazing. However, what I don't like about this tool is that it is somewhat expensive and has competition with other software.

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.