Zoho Desk is another excellent choice for smaller businesses with customer-facing support needs. It's one of the lowest costing solutions we reviewed, yet it sports an excellent feature set and integrates with Zoho's ever-growing list of other app solutions.
he change from free to payment seems a bit high for small businesses but the features are excellent.
It is a very complete software. The improvements have been great.
The communication with the company has always been excellent. I do not remember having issues.
Zoho does a good job keeping setup simple, starting with the free version, which lets an IT department test the basic system without even having to provide a credit card number. After you enter the basic company information, you can set up users and define their roles in the support team, which has some impact on features made available to that user.
You can then begin setting up customers, creating reports, defining SLAs, linking to social media, texting messages, configuring chats and VoIP sessions, creating a knowledge base, and entering tickets. The user interface (UI) is clean and easy to navigate, with views for agents and managers following the same forms.