There is room for improvement in customer service and support. 

It could be more knowledgeable. 

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.

In the future release of Zoho Desk, I want them to add lookup tools for the layouts. Zoho Desk lacks lookup fields for the layouts. In Zoho Desk and other developer applications, you can customize the layout according to your needs without a problem. In Zoho Desk, you cannot add lookup fields to the layout. You can add any other field, but we cannot add lookup fields. I don't know if they did an update to include this option. If not, I think they may add lookup fields for the layouts.

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.

The solution needs to have more customization on alerts and notifications. The solution must include an integration with analytics. Since the analytics are pretty expensive, any cheaper variant for analytics should be introduced.

They could enhance the product’s features to customize the automated email responses. Currently, users can include a custom signature, but there's limited space for additional customization. It could be easier to make changes such as updating email addresses or signatures.

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.

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.

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.

Sometimes, the solution has some email issues in a new data center.

There is room for improvement with the pricing.

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.

Zoho Desk is a good product but that depends upon the customer's requirements. We may face some limitations because every customer has different requirements that they want to achieve with the applications.

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

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

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

The solution could improve its stability and scalability.

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. 

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.