Hi,

We have been a customer of Zoho Support for more than 4 years and we are dedicated to providing technical support to end customers.

We have service contracts that are based on time (hours) and quantity of tickets that customers buy as support subscriptions.

We have two problems:

1) Although Zoho Desk (formerly Zoho Support) has a "module" of administration of support contracts, it does not have grace anymore, since they could never give it utility to discount time or quantity of tickets as does ManageEngine SupportCenter Plus ( Which is yours). It would be nice to give a "spin" to this module so you can count on the use of the contract.

2) But another big problem that is making us evaluate again regarding the support platform, is that after the update to Zoho Desk, it is no longer possible to create reports based on the TOTAL time of use in the case or ticket. Something that before, with Zoho Support happened.

It is a problem because without having the functionality sought in the support contracts, we export reports and update the information manually with some fields that we create in our Zoho CRM.

We need you to see this issue, because we are evaluating other solutions, such as ManageEngine SupportCenter Plus, to replace Zoho Desk.

We are waiting for news.

regards

Esteban Elias

Preventa Tecnica - Educacion 

Xpears.com