ServiceDesk Plus is for IT services. It has features that will be useful only if you offer IT support, either internal or external. Zoho Desk is more flexible, so you can customize it to your business process. The integrations with other Zoho app, like Zoho CRM, work better and are more advanced on Zoho Desk.
How are the Social users matched to the Customers I have in CRM? What I would like to have is all request from a customer (regardless of the channel, Whatsapp, Instagram DM, email, Facebook Messeder, etc) in one place (linked to the customer record). Thanks
The integration between CRM and Desk is based on the Contact email. When you add a contact to Desk via Social media, whatsapp, facebook, etc, you have to edit the contact and add an email address. If the contact is already in the CRM, and you have configured the sync settings between Desk and CRM, then you can merge the newly added contact with the one that was synced from the CRM. As long as the email is the same, you will be able to see info from the CRM on Desk, and see tickets from the CRM.
how does this compare to servicedesk plus? which should i use?
ServiceDesk Plus is for IT services. It has features that will be useful only if you offer IT support, either internal or external. Zoho Desk is more flexible, so you can customize it to your business process. The integrations with other Zoho app, like Zoho CRM, work better and are more advanced on Zoho Desk.
@@blungo copy. thanks.
How are the Social users matched to the Customers I have in CRM? What I would like to have is all request from a customer (regardless of the channel, Whatsapp, Instagram DM, email, Facebook Messeder, etc) in one place (linked to the customer record). Thanks
The integration between CRM and Desk is based on the Contact email. When you add a contact to Desk via Social media, whatsapp, facebook, etc, you have to edit the contact and add an email address. If the contact is already in the CRM, and you have configured the sync settings between Desk and CRM, then you can merge the newly added contact with the one that was synced from the CRM. As long as the email is the same, you will be able to see info from the CRM on Desk, and see tickets from the CRM.