Uma Lindqvist
Customer Support Operations Manager · 11-50
1 review written · 5.0 average
Uma Lindqvist's favourite software
No favourites yet.
Reviews by Uma Lindqvist
★★★★★
Three years running Zoho Desk on behalf of multiple clients, and the edge cases are where I've learned to pay closest attention. Ticket routing breaks in interesting ways when a client's workflow has nested escalation rules that conflict with department-level SLAs. The automation builder doesn't always surface those conflicts clearly, so you're troubleshooting by process of elimination. Multi-brand setups work well overall, but shared agent profiles across portals can produce some genuinely confusing permission states. Knowing these quirks now means I can design around them before they become a client's emergency.
None of that is enough to make me look elsewhere, though. Honestly. The breadth of what Zoho Desk does at this price point is hard to argue with. Blueprint workflows have transformed how I set up escalation chains for service businesses, and the contextual Zia suggestions surprise clients every single time I demo them. Support has been responsive when I've filed detailed tickets. For an agency account managing several client instances, the value-to-capability ratio is about as good as I've seen.
