Informazioni su Zoho Desk

Metti il servizio clienti al centro della tua azienda. Rendi gli agenti più produttivi, i manager più incisivi e i clienti più autonomi.

Ulteriori informazioni su Zoho Desk

Aspetti positivi:

The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.

Aspetti negativi:

No alerts to end user when the ticket is passed from one agent to the next.

Valutazioni di Zoho Desk

Punteggio medio

Facilità d'uso
4,4
Servizio clienti
4,3
Caratteristiche
4,4
Rapporto qualità-prezzo
4,5

Lo consiglieresti?

8,5/10

Zoho Desk ha una valutazione complessiva di 4,5 stelle su 5, calcolata sulla base di 1.754 recensioni degli utenti di Capterra.

Hai già usato Zoho Desk?

Condividi la tua esperienza con altri acquirenti.

Filtra le recensioni (1.754)

Derek
Derek
CEO
Utente LinkedIn Verificato
Gestione di organizzazioni non profit, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

A great tool for managing your brand and supporting customers

3,0 11 mesi fa
Sottotitoli in italiano disponibili nel lettore video
Lorenzo
Mr (Italia)
Produzione di apparecchi elettrici/elettronici, 2-10 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

Buon sistema a prima vista

4,0 2 anni fa

Aspetti positivi:

Sistema integrato con Zoho CRM già in uso presso l'Azienda

Aspetti negativi:

Abbiamo ancora testato poco il sistema.

Sarah
Sarah
System Administrator (USA)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 10.000+ dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

The gold standard in customer service!

5,0 mese scorso Nuova

Commenti: Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Aspetti positivi:

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Aspetti negativi:

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

Muhammad
Muhammad
Freelancer (Pakistan)
Utente LinkedIn Verificato
Scrittura e attività redazionali, Lavoratore autonomo
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Zoho Desk

5,0 mese scorso Nuova

Commenti: Zoho Desk is the best for customer care as it provides the facility to assign tickets automatically. It is stable for use.

Aspetti positivi:

Ticket assignment is automatically It helps to enhance the relationship with clients It is a stable tool

Aspetti negativi:

Workflow is sometimes not instinctive There are limitations to living chat confusing settings

Shaik
Associate (India)
Settore automobilistico, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Helpful tool for management

3,0 mese scorso Nuova

Commenti: It is better than previously used app and gets things done,

Aspetti positivi:

It is optimised for initial starting business and tasks can assigned reassigned and updated, u can divide the task, categories them based upon the projects

Aspetti negativi:

It has some glitches and maintenance time is little bit high

Utente Verificato
CEO (UK)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Powerful ticketing system with lots of options.

5,0 3 mesi fa

Commenti: We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.

Aspetti positivi:

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Aspetti negativi:

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Alternative considerate: HappyFox Help Desk, Freshdesk e SolarWinds Service Desk

Perché passare a Zoho Desk: It had more of the features we need and we use other Zoho products so they link together quite easily.

Utente Verificato
Manager Marketing (India)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 5.001-10.000 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Zoho Desk: Literally a Customer Delight

5,0 2 mesi fa Nuova

Commenti: The overall experience has been good.Once we started using it, there is no need to explore any other tool. Solves our purpose completely

Aspetti positivi:

Zoho Desk allows our customer support team in handling queries in a sequential manner. Being a player in the SaaS domain tickets handling and ensuring optimal productivity of agent is a challenge which gets solved by this vendor of ours. Adding to this, various integration features with different applications ensure high level of optimization and reduced TAT.

Aspetti negativi:

UI/UX of the platform needs a big boost up. Various shortcut icons and analytics can be improved.

Utente Verificato
Graduate Research Assistant (USA)
Utente LinkedIn Verificato
Produzione di apparecchi elettrici/elettronici, 501-1.000 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Zoho Desk is best for Online Customer services with ticketing system

5,0 mese scorso Nuova

Commenti: Easy communication becomes possible with Zoho Desk and good customer management tools for web based application.

Aspetti positivi:

With Zoho Desk, the managing the customer services of hosting based website is becoming easy. Live and ticket based customer services give the flexibility to solve issues of customers easily.

Aspetti negativi:

There are some bugs in ticketing issues and no notifications for those problems. Also sometimes login issues appeared.

Nikhil
Nikhil
Assistant Marketing manager (India)
Utente LinkedIn Verificato
Marketing e pubblicità, 10.000+ dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Best tool for growing business efficiently

4,0 2 mesi fa Nuova

Commenti: Very good experience it is helping me grow my business efficiently.

Aspetti positivi:

. Very good automation, workflows and rules . Can be integrated into the website and system . Easy tracking . Easy to use .Safe, secure, and reliable . Good customer support services

Aspetti negativi:

. I'm happy current features of the Zoho desk, but there is a need for some improvement.

Kenesha
Kenesha
Talent Advocate/Executive Recruiter (USA)
Utente LinkedIn Verificato
Risorse umane, 501-1.000 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Very easy to use and manipulate

4,0 2 mesi fa Nuova

Commenti: I like how easy to use and manage with teams and reaching/achieving goals with this tool that make possibilities come reality

Aspetti positivi:

That you can do everything in one place. email Support Escalations Database 24/7 having someone there

Aspetti negativi:

Wish they could incorporate meetings to make everything a blast for me!

Utente Verificato
Digital Fulfilment Specialist (Barbados)
Utente LinkedIn Verificato
Marketing e pubblicità, 201-500 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Greatly recommend getting this

5,0 3 settimane fa Nuova

Aspetti positivi:

This software has greatly improved the turnaround times and production times with on the department

Aspetti negativi:

My only con is that we didn’t implement it soon enough

Hossam
Hossam
Engineer (Arabia Saudita)
Utente LinkedIn Verificato
Commercio all'ingrosso, 2-10 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

It is working find but there is other options you may consider

4,0 3 settimane fa Nuova

Aspetti positivi:

The user interface very easy and the system is fast

Aspetti negativi:

subscription pricing high in comparison to other alrernaitvises

Liza
HR Officer (Giordania)
Ambiente ed energie rinnovabili, 501-1.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

It helps improve the level and quality of support provided to clients.

5,0 3 mesi fa

Commenti: In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.

Aspetti positivi:

Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.

Aspetti negativi:

I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.

Umang
Sr Director Data and Systems (USA)
Gestione di organizzazioni non profit, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

One of the best investments for our organization

5,0 2 anni fa

Commenti: Great - and their customer service is great as well.

Aspetti positivi:

We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB) + KB easily integrates into tickets + Tickets can be handled by multiple departments and permissions can be restricted to those departments + Single Sign On (SSO) integration for customers + A robust API + ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB + A good mobile app (I personally use it on the iPhone) + Customizable reporting ~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now We look forward to additional releases

Aspetti negativi:

It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.

Alternative considerate: Jira

Perché scegliere Zoho Desk: It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Perché passare a Zoho Desk: We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.

Utente Verificato
Pakistan
Utente LinkedIn Verificato
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione
Fonte: GetApp

Awesome Software

5,0 4 anni fa

Aspetti positivi:

Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.

Aspetti negativi:

Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!

Amira
Site Architect (Giordania)
Industria edilizia, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

An ideal tool to achieve the best tracking and interaction with customer requests

5,0 4 mesi fa

Commenti: Zoho Desk has enabled us to interact in an innovative way with customers and increased the cooperation of team members to ensure that all open tickets are closed and all inquiries are answered in the specified times and without delay, which raised the level of satisfaction of our customers with the rapid response to them.

Aspetti positivi:

I appreciate the ease of use and ease of setting up operations in Zoho Desk, as it makes everything go smoothly and the staff can also be in harmony with each other when performing jobs. I love the design of the customer portal, where you find all the information, as well as requests and pending tasks, as well as the dates required to be completed with it. I also love the communication channels that Zoho Desk provides, which keeps the work team connected at all times and under all circumstances. I also like the capabilities that Zoho Desk provides, which also enables customers to easily know the status of their orders, which enhances customer confidence in the organization in general.

Aspetti negativi:

It is not a lot of negative or complicated matters, as it is easy to enable all members of the work team to use it optimally. I really appreciate the very helpful support provided by the Zoho Desk team as well as their regular email guides, which have been instrumental in simplifying things and making the best use of the system.

Nitin
Nitin
Senior Graphics Designer (India)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 201-500 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Very friendly user interface and easy to integrate

4,0 11 mesi fa

Commenti: Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.

Aspetti positivi:

We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app. Startups who are trying to manage a team of customer support can go for free version and get a hand on it.

Aspetti negativi:

Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.

Alternative considerate: tawk.to e Freshdesk

Perché passare a Zoho Desk: Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.

Tacho
Tacho
Driving instructor (Bulgaria)
Utente LinkedIn Verificato
Gestione formativa, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Zoho desk allows me to track all incoming requests and to convert website visitors to real customers

5,0 11 mesi fa

Commenti: A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.

Aspetti positivi:

The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.

Aspetti negativi:

I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.

Peter
Peter
Co-Owner (USA)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Great on its own, OUTSTANDING when synced with Zoho CRM

5,0 3 anni fa

Aspetti positivi:

The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing. It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk. Powerful automation features. Love the customer portal + knowledge base, we use it every day. Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Aspetti negativi:

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Alternative considerate: Freshdesk e Zendesk

Perché passare a Zoho Desk: The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but Zoho Desk came as part of the Zoho One suite. I couldn't be happier with it.

Johnny
Principal consult (Canada)
Telecomunicazioni, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Zoho Service desk

4,0 2 anni fa

Commenti: Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.

Aspetti positivi:

I like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.

Aspetti negativi:

Complicated to setup and training is required.

Alternative considerate: WHMCS e Freshdesk

Perché passare a Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.

Neha
Tax Consultant (India)
Utente LinkedIn Verificato
Consulenza manageriale, 10.000+ dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: GetApp

Excellent CRM software with clean interface

4,0 4 anni fa

Aspetti positivi:

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Aspetti negativi:

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Palash
Customer Success Head (India)
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Very user-friendly support desk

5,0 5 mesi fa

Commenti: Overall its a very good software in terms of usability. Happy with this.

Aspetti positivi:

User friendly Easy to setup Handles almost all requirements Knowledge base functionality is also good Good Automation

Aspetti negativi:

- Searchability of tickets is an issue. Search with ticket number and many other parameters does not work properly - Zoho changes it pricing/ features in certain tier to make us shift in pricing tiers. The features once subscribed should not be changed for old users. - Once started, switching this software is not possible because of so many support articles added in knowledge base

Waleed
Senior Procurement Engineer - Facilities Management (Giordania)
Industria edilizia, 5.001-10.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

An ideal setting in which to deliver outstanding customer service.

5,0 5 mesi fa

Commenti: Zoho Desk helps businesses organize their affairs, manage customer interactions, and structure their way of dealing with customers. Our support agents can readily get information and answers from the customisable knowledge base within Zoho Desk. We employed a reporting tool to have a better understanding of our support desk and future difficulties.

Aspetti positivi:

ZohoDesk is a cost-effective customer support platform with configurable analytics and the flexibility to interface with a wide range of third-party solutions. This includes but is not limited to very efficient customization options to get the most out of the system. Zoho Desk's user panel allows you to make phone calls, track client emails, get team and process reports, and create final reports. entire. Zoho Desk also allows consumers to view their tickets, which increases openness and allows me to see all requests from firms in one place.

Aspetti negativi:

So far, the platform's functionalities have all been quite beneficial and simple to set up. Other platform integrations operate well and are self-configurable. Calls by dial number or user may be delayed due to the large amount of records. As a result, you can make calls with distinct or inaccurate requests.

Joel
IT Specialist (USA)
Proprietà immobiliari, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Basic but functional

4,0 4 anni fa

Commenti: Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Aspetti positivi:

Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Aspetti negativi:

Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Leonard
Technical Support (USA)
Utente LinkedIn Verificato
Contabilità, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: GetApp

Easy to use, but not enough features

5,0 4 anni fa

Aspetti positivi:

Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Aspetti negativi:

There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.

Jorn
CEO (Hong Kong)
Internet, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

As for the overall Zoho suite it easily integrates with multiple other extensions that are essential

5,0 4 anni fa

Commenti: Makes customer management extremely easy once you get going.

Aspetti positivi:

Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs. Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform. Training is well laid out and there are plenty of online resources to reference to get going.

Aspetti negativi:

There isn't that many... it takes a little getting used to, but once understood it is fairly straight forward. Ticket handling could be a little better, but the question is how to get customers to open new tickets rather than replying to old tickets, and it is not really a software issue.