Stella Grimshaw

Customer Support Manager · 11-50

1 review written · 5.0 average

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Zoho Desk· Mar 6, 2026
★★★★★
The dashboards are what keep me coming back every morning. About six months ago I inherited a support queue that was basically invisible, no real metrics, no sense of where tickets were piling up or why. Zoho Desk changed that fast. The built-in reports cover response time, resolution rate, agent workload, customer satisfaction scores, all laid out cleanly enough that I can share them with leadership without doing any cleanup first. The custom report builder took maybe an afternoon to figure out, and now I have a weekly digest that basically runs itself.
What I didn't expect was how actionable the data would feel. At a company our size, you can't afford to guess. A spike in unresolved tickets showed up in the dashboard before anyone on my team even noticed the backlog forming, and we were able to reassign workload same day. Their support team helped me set up a scheduled export without much wait. If reporting visibility is what you're shopping for in a help desk tool, this one delivers.