Oona Rafferty
Support Operations Manager · 11-50
1 review written · 5.0 average
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Reviews by Oona Rafferty
★★★★★
Five years of wrangling a help desk for a mid-sized education nonprofit will teach you very quickly which tools actually let you control your own environment and which ones just pretend to. Zoho Desk sits firmly in the first camp. The permission layering is genuinely impressive. I can scope an agent to a single department, restrict ticket visibility by tag or channel, and set up custom roles without submitting a support ticket or waiting on anyone. For us, that matters enormously. Volunteers, part-time staff, seasonal contractors, they all need different access levels, and configuring that takes me maybe twenty minutes rather than a whole morning.
The admin console has gotten sharper over the years too. Automation rules, SLA policies, business hours per department, it's all in one logical place now. My only real gripe is that the mobile admin experience still lags behind the desktop version, so if something breaks on a weekend I'm squinting at a small screen. Small thing. Overall, Zoho Desk has genuinely grown with my organization and I have no plans to move.
