Zoho Desk is used as a ticketing application. It is used for support ticketing compared to Jira and ServiceNow. Zoho Desk is a ticketing application for Zoho One platform.
If you know ServiceNow and Jira's ticketing, it is the equivalent of Zoho Desk.
The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform. Also, you can do some automation and coding for different conditions.
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.
I have been using Zoho Desk for less than two years.
Stability-wise, I rate the solution a nine out of ten.
Scalability-wise, I rate the solution a nine out of ten.
Considering my previous client, everyone at that client's end was using it because it supports ticketing.
I rate the technical support a seven out of ten.
The solution is deployed on Zoho Cloud.
We integrate Zoho Desk into Zoho CRM, but the blueprint of Zoho CRM is better than the blueprint from the Zoho Desk. Imagine you are using a Zoho One platform, and they are bundled into one package, but the complexity of doing a blueprint in Zoho Desk is different than Zoho CRM. So it should have a uniform implementation so you don't have to adjust. There's a blueprint in CRM, and there's a blueprint in Zoho Desk, but when you customize it, the blueprint in Zoho Desk is different.
Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package.
I would definitely recommend the solution to those planning to use it since it is a good product.
We purchase Jira or ServiceNow for ticketing. We purchased WordPress because there's the whole site. At times, people purchase a developer that cannot perform. They can do the development software part in just the days. When you do it in Java, you can have a team for two weeks to print for a small project. In Zoho One, I can do it alone. To make a web application, I had a team. Now, I do it alone.
I rate the overall solution a nine out of ten.