Blake Whitmore
Customer Support Lead · 11-50
1 review written · 5.0 average
Blake Whitmore's favourite software
No favourites yet.
Reviews by Blake Whitmore
★★★★★
Six months ago, reporting on our support queue meant exporting CSVs into a spreadsheet and hoping nobody updated the source data before the Monday standup. Zoho Desk changed that entirely. The built-in dashboards are genuinely impressive for a tool at this price point. I can slice ticket volume by agent, channel, and response time in about thirty seconds, and the custom report builder is flexible enough that I haven't hit a wall yet. First Contact Resolution rates, SLA breach trends, agent workload distribution, it's all there without needing a separate BI tool bolted on the side.
The onboarding docs could be cleaner, and customer service took a couple of days to respond when I hit a snag with a custom widget. But honestly, for a growing team that needs visibility without hiring a data analyst, this is hard to beat. My support crew of five now reviews a shared dashboard every morning instead of asking me to pull numbers manually. That alone freed up a meaningful chunk of my week.
