Our company has been using Zoho CRM among other tools for over 10 years. We always trust that Zoho offers the best tools on the market so that the user can customize according to their needs and it has been since then.
It turns out that some changes in layout, functionality and even some customer service are Zoho Corp's weakness.
I won't talk in this email about all the problems I had because most of them ended up being resolved after a long period of time lost by the customer.
Recently, when registering 3 new users in our Zoho One and performing all the settings as usual, when accessing the Zoho CRM tool (our most used tool) we came across the Emails tab that was not displayed at all.
We tried several configurations and none seemed to work.
The curious thing is that when typing in the url of the browser the address that should lead to the Emails tab, the user had normal access.
Which led us to understand that it was just a shortcut view issue for the module.
After more than 1 hour in the support chat trying to explain the problem, I am simply informed that the Emails tab will be discontinued and that new users will no longer have this option.
How can you deprecate an essential tool within zoho crm? They are simply forcing the user to open yet another tab to access another tool for no reason.
FOR years now Zoho has put a lot of effort into making Zoho CRM difficult to use with stupid layout changes, permissions and now discontinuing an extremely useful tool within CRM.
Support chat message:
"Due to the data privacy, the Email tab has been depreciated and no longer available in use. This is the reason why the tab is not appearing. The tab has been depreciated.
Confirmed with the developers, hence the delay. Apologies!"
Note: The chat attendant made me test and answer several questions for more than 1 hour to finally find out that the tool would be discontinued. Even he didn't know this and it seems he was as surprised as I was as a customer. What kind of support level should a user who has been using your tools for more than 10 years with an Enterprise plan have?