We are delighted with features such as the ability to use our own domain name, the use of templates to customise the system to our corporate identity, and the ability to adapt it to our own customer service processes. It is now easier to document customer service cases, as well as to follow them up and group the information by time periods (for example, monthly) to invoice for customer service on time. Review collected by and hosted on G2.com.
At first, we were quite confused about how the tool worked. We didn’t know where to start. This is our first customer service process tracking solution, so some of the concepts are unfamiliar to us. It would be nice to have some guidance at the start to help us get to grips with the simplest tasks. Review collected by and hosted on G2.com.
Hello Camilo,
Thank you for sharing your feedback.
We understand that getting started with a customer service platform for the first time can be challenging, especially when ticket management and support workflows are new to your team. Could you please share which areas were difficult to understand initially, such as creating and managing tickets, setting up email channels, assigning tickets to agents, configuring departments, or tracking ticket statuses?
We have an onboarding process dedicated to help newly subscribed users understand the basics and configure Zoho Desk based on their requirements. Please feel free to reach out to us at support@zohodesk.com, and we’ll be happy to guide you through the initial setup and everyday ticket handling processes. We also have plans to introduce a more guided setup experience to make onboarding easier for new users.
Regards - Theo | Zoho Desk.