Zoho Desk does everything our previous solution does just as well, for half the cost per license. That makes it an easy sell for the needs of my small but growing customer support team.
Zoho Desk greatly exceeds our current solution in three notable ways: 1. Agent dashboards, 2. Reporting, 3. Multi-SLA support.
The four different 'work modes' give my agents flexibility in how they view their tickets and take the thought out of managing their day. This is great, since I want my agents thinking about solving customer issues, not futzing with awkward tools to figure out what to work on next.
Zoho Desk offers a lot of different reporting options which enable me to do quick analysis of our ticket volume in ways that would have required awkward CSV exports and spreadsheets with our previous solution. Being able to see per customer trends is a game changer for me.
Multi-SLA is a must for me as we have different client care packages each with their own commitment.
I also think there is a lot of value in having "light users" who don't take up a license. With the old solution we'd have to pay a license for our account managers to even view tickets and that just seems silly.
Cost savings, SLA management, and workflow management are the key things for my team. The cost savings and SLA management are obvious benefits realized immediately. The feedback I've received from my team has been positive so far though time will tell how much of an impact the workflow management improvements have.