2020-10-31T13:55:00Z

What needs improvement with Zoho Desk?

Please share with the community what you think needs improvement with Zoho Desk.

What are its weaknesses? What would you like to see changed in a future version?

Julia Miller - PeerSpot reviewer
Community Director at PeerSpot
  • 0
  • 3
13
PeerSpot user
13 Answers
Kishor Lamdande - PeerSpot reviewer
Zoho Developer at Megnet Limited
Real User
Top 5Leaderboard
2023-08-09T08:11:54Z
Aug 9, 2023

There is room for improvement in terms of integration. I'm looking to have some extensions, like Monday.com or other applications. So that means if people are looking forward to migrating from one application to another one, so they can easily migrate or connect those applications slowly. If they start getting data from that application, they can close that and use Zoho Desk.

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Samuel Torres - PeerSpot reviewer
Support Engineer Tier II at Security First IT
Real User
Top 5Leaderboard
2023-08-08T15:58:27Z
Aug 8, 2023

It could be easier to link Zoho Desk and Outlook. It should display the scheduled appointments and calls on Outlook and Microsoft Calendar.

Manav Sharma - PeerSpot reviewer
Project Manager at a tech services company with 1-10 employees
Real User
Top 5
2023-08-04T18:08:59Z
Aug 4, 2023

Zoho Desk should provide more integrations and improve the Zoho project integration.

SI
Senior Zoho Developoer at Techloyce
Real User
Top 5Leaderboard
2023-07-11T19:52:58Z
Jul 11, 2023

I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns.

AnandMaurya - PeerSpot reviewer
Sr. Zoho Developer at Absoft IT Solutions Pvt Ltd
Real User
Top 5Leaderboard
2023-07-10T10:16:55Z
Jul 10, 2023

There is room for improvement with the pricing.

Sagar Gaikwad - PeerSpot reviewer
Sr Business Application Developer on Zoho Platform. at Tech Worriors
Real User
Top 5Leaderboard
2023-07-10T08:41:26Z
Jul 10, 2023

The solution should provide an option to autofill some values while creating tickets. When the form loads for the first time, some values should be auto-populated. The product does have some autofill features. However, they need to provide autofill features for other fields too.

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SV
Zoho Creator at Sofvare
Real User
Top 5
2023-05-30T14:21:00Z
May 30, 2023

The solution could improve its stability and scalability.

MP
Zoho Solution Architect / Zoho Senior Developer / Zoho Administrator at a outsourcing company with 5,001-10,000 employees
Real User
Top 5Leaderboard
2023-05-30T09:17:00Z
May 30, 2023

The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement. A blueprint is, like, controlling our records. For instance, there is an SOP, so you don't have to train the employee because you have a blueprint since there's a workflow. So that workflow, we control if the record status indicates that this is the path you're going to, called a blueprint.

RP
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.

Vadim Adams - PeerSpot reviewer
DIrector at Wolflogic
Real User
Top 5
2023-03-17T10:49:23Z
Mar 17, 2023

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.

Muljo Witono - PeerSpot reviewer
CEO and Owner at PT Solusindo Total Teknikatama
Real User
Top 5Leaderboard
2022-08-25T12:22:58Z
Aug 25, 2022

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.

OS
Operations Manager at a computer software company with 1-10 employees
Real User
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.

RS
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.

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot
Aug 9, 2023
Hi Everyone, What do you like most about Zoho Desk? Thanks for sharing your thoughts with the community!
2 out of 13 answers
RS
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.
OS
Operations Manager at a computer software company with 1-10 employees
Jun 1, 2021
The ticketing feature is very easy to use, compared to other systems.
Julia Miller - PeerSpot reviewer
Community Director at PeerSpot
Aug 4, 2023
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 9 answers
RS
Director at SEQUELSTRING SOLUTIONS AND CONSULTANCY PVT LTD
Oct 31, 2020
In terms of pricing, Zoho is economical. They offer a fair price. You can pay either on a monthly or yearly subscription.
OS
Operations Manager at a computer software company with 1-10 employees
Jun 1, 2021
For what it does, it's quite cheap. There is a subscription.
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