Zoho Desk 4+

Works and allows high productivity

We switched to Zoho Desk after having used Kayako Classic and evaluating Jira Service Desk. We couldn’t have made a better choice. Compared to Kayako classic app, Zoho desk is light years ahead. Compared to Jira service desk (Jira app), well, it’s a tight competición since we’ve used Jira for a while and Jira mobile app is really good. Nevertheless we are taking a lot of advantage of Zoho desk and the mobile app is actually useful in managing replies.

Not as bad as some...

Hello, I am writing this review for the people who have not yet made a decision about weather to use Zoho Desk. In my opinion, as a user of many applications of this sort, I have found this app really good and useful. It is not the easiest to use or initial setup, but I wanna point out that it is not nearly as difficult as other app’s I have found. The user interface is very bulky and does take a bit of time to get used to. Once I was in the app and past the initial learning curve, I was easily able to move around the app and locate my data quickly.
I have this system setup for a company that operates in the telecommunications industry. We develop our maintenance reports and installation orders through this system. I have found the Zoho Desk app works well for this scenario. I like the notification abilities and the options for ticket disposition. I would like to have a little bit more options for classifying tickets as they arrive. That could be possible, I might have to adjust the settings a little bit more. For the time being, I am satisfied with this app and it’s operations.

Developer Response ,

@Big Bagel, thank you for the elaborate and honest feedback. We appreciate it. Do let us know what you would like to see in the app to take your experience with the app a notch higher. It would be great if you could share your insights for us to take note of. You can send over the info to desk@zohomobile.com and we will get right back to you. We look forward to hearing from you.

It’s come a long way...and is almost there.

The Zoho development team has brought nearly all of the most needed features to the mobile app, and it is truly an effective way to manage tickets in the field at this point...with one painful exception—the timer does not work at all. If the screen is locked, or if you switch apps, it either pauses (which depending on how long you’re away from it can result in MASSIVELY inaccurate time records) or just loses track of the running timer altogether. I realize this is largely due to how aggressively iOS kills background tasks, but this is something the devs should work around, as iOS will never change its behavior on this front. Please just use time stamps to mark the timer start and calculate elapsed time from that rather than attempt to run a clock that is destined to fail. Fix this and I’ll give it five stars happily. Thanks to the devs for their ongoing efforts!

Developer Response ,

@StvDvs, thank you for sharing your feedback and also contacting us via email. We will contact you and will work with you to have this sorted.