Zoho Desk 4+

Works and allows high productivity

We switched to Zoho Desk after having used Kayako Classic and evaluating Jira Service Desk. We couldn’t have made a better choice. Compared to Kayako classic app, Zoho desk is light years ahead. Compared to Jira service desk (Jira app), well, it’s a tight competición since we’ve used Jira for a while and Jira mobile app is really good. Nevertheless we are taking a lot of advantage of Zoho desk and the mobile app is actually useful in managing replies.

It’s come a long way...and is almost there.

The Zoho development team has brought nearly all of the most needed features to the mobile app, and it is truly an effective way to manage tickets in the field at this point...with one painful exception—the timer does not work at all. If the screen is locked, or if you switch apps, it either pauses (which depending on how long you’re away from it can result in MASSIVELY inaccurate time records) or just loses track of the running timer altogether. I realize this is largely due to how aggressively iOS kills background tasks, but this is something the devs should work around, as iOS will never change its behavior on this front. Please just use time stamps to mark the timer start and calculate elapsed time from that rather than attempt to run a clock that is destined to fail. Fix this and I’ll give it five stars happily. Thanks to the devs for their ongoing efforts!

Developer Response ,

@StvDvs, thank you for sharing your feedback and also contacting us via email. We will contact you and will work with you to have this sorted.

Half-baked, usually not worth your time

The Zoho Desk app is about 50% or less of the desktop/web version. That is nearly crippling for any work outside of the most basic interactions with tickets. No Products, no Accounts/Contacts, no real settings for the system itself (only the app). It is frequently out of sync with the web version in terms of what Accounts/Contacts or ticket settings/views are present. Manual synchronization of portal metadata seems to do nothing, or it isn’t communicating clearly what it does do. If all you need to do is create or edit tickets, it works fine. Anything else, you’d better just go to your computer or open a web browser to get to the real thing.

Developer Response ,

@jessevanatta, thank you for taking the time to share your feedback. We appreciate it. Sorry to hear about your experience with the app. We are working on adding new features and functionality constantly within the app. We would like to get an understanding of how you use the app and what you would like to see in the app as well that would enhance your experience and reduce your dependency on the web app. Please do share your thoughts by sending over an email to desk@zohomobile.com and we will get right back to you. We look forward to hearing from you.