Blair Sedgwick
Customer Support Manager · 201-1000
1 review written · 2.0 average
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Reviews by Blair Sedgwick
★★★★★
Six months in and I'm genuinely torn. Zoho Desk handles the straightforward stuff well enough: ticket routing, canned responses, basic SLA tracking. Fine. But the moment you push it into anything non-standard, the cracks show fast. Conditional field logic breaks when tickets get reassigned across departments. The Blueprint workflow feature sounds great on paper, and for simple linear processes it is, but try building anything with branching conditions tied to custom fields and you'll spend two hours on it only to find a specific combination simply doesn't trigger. Their documentation skips over those edge cases entirely. I raised two support tickets about this, and both were closed with a link to a generic help article that didn't address what I'd actually described.
I don't think this is a bad product for teams with vanilla support workflows. If your department handles one ticket type with one escalation path, it'll probably serve you fine. For us, the workarounds are piling up, and the support team's habit of marking issues as resolved before they are is wearing thin.
