Erik Novotný
Customer Support Operations Manager · 11-50
1 review written · 5.0 average
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Reviews by Erik Novotný
★★★★★
Three years of configuring Zoho Desk across a dozen client accounts, and the admin experience is genuinely what keeps me recommending it. Setting up roles and profiles per client takes maybe twenty minutes once you know the structure. Departmental permissions are granular enough that I can isolate each client's agents completely, so no one sees a ticket they shouldn't. The automation builder, the SLA policies, the custom views tied to specific agent groups... all of it bends to fit whatever workflow a client brings to the table. That flexibility is rare.
The learning curve on the admin side is real, I won't pretend otherwise. First-time setup for a complex multi-department client can feel a bit like reading a map backwards. But after a few months, the logic clicks, and then it's fast. Their support team has bailed me out twice when I painted myself into a corner with permission inheritance. Responsive and knowledgeable, both times. For an agency managing support on behalf of clients, this is the most configurable tool I've found at this price point.
