My overall experience with Zoho Desk is positive. It's a reliable & well structured help desk solution that makes managing customer support much easier. The platform brings tickets from multiple channels like email, chat, social media & phone into one place and helps the support team stay organized & responsive. What has worked well: Zoho Desk does a great job with ticket management & automation. Features like automatic ticket assignment, SLAs and priority rules help ensure customer queries are handled on time. Its multi-channel support works smoothly & prevents requests from being missed. Integration with other Zoho product such as Zoho CRM & Zoho Analytics adds a lot of value by giving better customer context & reporting. The interface is easy to use & onboarding new team members is quick. What hasn't worked well: Some areas of the platform feel less polished, especially the advanced reporting & customization options which can be limited or require higher plans. The UI in some sections feels slightly outdated & setting up complex automation rules can be time taking.

Support could be a little nicer. We had issues talking to support over the phone and ended up not hearing back about anything. However, we haven't had any issues yet with trialing the service, so we're still willing to give them an honest shot.