There are three parts of Zoho Desk that make it useful - the reports, the tracking capabilities, and the automation rules.
The reports make it easy to understand the performance of the team and individual in service delivery when it comes to resolving the tickets. This will help the management in determining the gap in performance when servicing customer requests.
Zoho Desk is able to track the elapsed time for tickets correctly, which is the crucial component in determining the SLA. This feature might seem like table stakes but having used a fellow competitor helpdesk software, I realised this fundamental function cannot be taken for granted. The SLA rules are also clear such that it makes it easy to understand how the SLA timings are set.
There are many automation options available to streamline the servicing of the tickets. This helps to standardise the actions that can be taken to resolve the tickets. Through these automation actions, the company can set a general methodology for the support agents to service the tickets. Review collected by and hosted on G2.com.