Network Engineer at a tech vendor with 51-200 employees
Real User
Top 20
2023-04-06T10:12:00Z
Apr 6, 2023
The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner.
I think keeping track of social media platforms is one area that could use more attention. It would also be useful to see slightly better integration between additional functionalities in the Zoho desk. Nine out of ten times the integration works well, but then you get a case where it doesn't.
We'd like more integration with direct messages. Technical support could be more knowledgeable. Zoho Desk needs to be enhanced to support IT service management policies. Zoho Desk is pretty simple. However, if this application has to support IT business or IT department, sometimes it lacks of features - especially to support service management. They have to measure the service level, they have to measure the expenses notice, they have to measure the productivity of the IT staff and support and the quality of resolution. However, right now, the kind of IT service management features we need are not there in Zoho Desk.
Operations Manager at a computer software company with 1-10 employees
Real User
Top 5
2021-06-01T14:00:10Z
Jun 1, 2021
I would like to see to levels of support available. There should be a level of support for our customers and a separate one for our internal developers who are developing software. We need a ticketing tool for our internal team, and for project managing, which is a part of ticketing. The project management tool and the ticketing tool should be linked. There is also another tool I would like to have integrated. I would like to have integrated support, and integration between the ticketing tool and the project management tool. This way we wouldn't have to enter the information twice.
Director at SEQUELSTRING SOLUTIONS AND CONSULTANCY PVT LTD
Real User
2020-10-31T13:55:00Z
Oct 31, 2020
Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.
Director at SEQUELSTRING SOLUTIONS AND CONSULTANCY PVT LTD
Oct 31, 2020
The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.
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The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner.
I think keeping track of social media platforms is one area that could use more attention. It would also be useful to see slightly better integration between additional functionalities in the Zoho desk. Nine out of ten times the integration works well, but then you get a case where it doesn't.
We'd like more integration with direct messages. Technical support could be more knowledgeable. Zoho Desk needs to be enhanced to support IT service management policies. Zoho Desk is pretty simple. However, if this application has to support IT business or IT department, sometimes it lacks of features - especially to support service management. They have to measure the service level, they have to measure the expenses notice, they have to measure the productivity of the IT staff and support and the quality of resolution. However, right now, the kind of IT service management features we need are not there in Zoho Desk.
I would like to see to levels of support available. There should be a level of support for our customers and a separate one for our internal developers who are developing software. We need a ticketing tool for our internal team, and for project managing, which is a part of ticketing. The project management tool and the ticketing tool should be linked. There is also another tool I would like to have integrated. I would like to have integrated support, and integration between the ticketing tool and the project management tool. This way we wouldn't have to enter the information twice.
Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.