Zoho Desk Reviews

The gold standard in customer service!

Comments: 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.

Pros:

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.

Cons:

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.

Great internal and customer communication

Comments: To keep tabs on the many ways in which people have reached out to us with questions about our bespoke products—email, phone, and even in-person—we have implemented a ticketing system in Zoho Desk. We have a long way to go until we fully integrate the system, but so far, what we've seen, we like what we see.

Pros:

When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.

Cons:

One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.

Straight forward to use and accessible across multiple sites

Comments: Generally positive, used across our multi-site charity for IT helpdesk support

Pros:

Ease of use and range of features for remote access

Cons:

Can sometimes feel quite clunky and take time to load

Comprehensive Features

Pros:

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

Cons:

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

Alternatives Considered: Salesforce Sales Cloud and SurveyMonkey

Switched From: Freshdesk, Help Scout, JIRA Service Management and Kayako

Solid Help Desk Solution for Growing Teams

Comments: Zoho Desk is a reliable support platform with great automation, but the user interface could be more streamlined for better usability.

Pros:

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

Cons:

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

Offers multiple options to help customers get their issues resolved quickly

Comments: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Zoho for Customer management

Comments: Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT department for resolving ticketing of internal employees.

Pros:

Software is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.

Cons:

Desktop application is not available and to get started with zoho desk need lot of modification in the computer system.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Zoho Desk: Zoho desk has multiple options and low cost of operation and aslo handles lot of tickets.

Switched From: Freshdesk and Zendesk Suite

Keep your customers happy

Comments: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

A great start to a ticketing system

Comments: It is a good experience for the price point.

Pros:

It's very simple to use and has heaps of powerful features

Cons:

There are missing "complex workflows" that would make our teams life easier

Pretty solid ticketing system

Pros:

It's feature rich and integrates well with the other zoho products

Cons:

UI & UX could use a bit of work but in general it's quite good

Boost Your Customer Satisfaction Levels with Zoho Desk

Comments: We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service.

Pros:

The unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates.

Cons:

Although Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool.

Alternatives Considered: Freshdesk and Zendesk Suite

Reasons for Switching to Zoho Desk: Zoho Desk has several advantages over its competitors in the help desk software market. Firstly, Zoho Desk seamlessly integrates with other Zoho products, such as Zoho CRM, Zoho SalesIQ, and Zoho Projects. This makes it easier for businesses to have a comprehensive solution that streamlines their sales, marketing, and support operations.Another advantage of Zoho Desk is its affordable pricing. Zoho Desk offers a range of pricing plans that are affordable and scalable for businesses of all sizes. In fact, its pricing is often more competitive than other help desk software solutions in the market, making it an excellent value for businesses looking to streamline their customer support operations.

Shines above other products we had

Comments: An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.

Pros:

It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.

Cons:

The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Zoho Desk: The previous product was not cloud-based.

Switched From: Web Help Desk

Reasons for Switching to Zoho Desk: Value for money and ease of use, long list of capabilities.

A Good ITSM tool - Zoho Desk

Comments: It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.

Pros:

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Cons:

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

Alternatives Considered: GLPi and JIRA Service Management

Reasons for Switching to Zoho Desk: Its having good UI and also customizable as per your requirement to an great extent.

Zoho Desk makes troubleshooting and customer service easy

Comments: Zoho Desk is now being utilized by our customer success and professional developers, and has helped us keep track of all the questions and concerns raised by our existing clientele and respond to them as quickly as possible.

Pros:

We've incorporated Zoho Desk into our web app so that our existing customers can submit issues detailing the issue they're having and including screenshots and a description of the process they went through to get there.

Cons:

There is a critical lack of functionality in Zoho Desk due to the lack of a desktop application. The Recent tab's quick access icon might have been positioned more conveniently, perhaps in the main header menu as opposed to the footer.

Zoho - One of the best ticket systems around

Comments: The initial setup was quick and easy, and since then it has been very smooth. The team enjoy using the software, the customers are feeling the benefit of the reliable ticket features.

Pros:

The best bit about the software is that my team enjoy using it. It's user friendly, and visually appealing. The setup was also very pain free. Couple hours and we were ready to go.

Cons:

We miss the FAQ's section of our previous helpdesk supplier. This is so handy and is really something that needs adding to Zoho.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Zoho Desk: Our contract had expired with our previous provider, and we felt we wanted a fresher change.

Switched From: Freshdesk, NinjaOne and Zendesk Suite

Reasons for Switching to Zoho Desk: The price was a deciding factor, and the support offered.

Zoho Desk, a great tool within the Zoho One platform

Comments: All issues related with our hardware and software are logged and tracked byt creating tickets. Customers can follow-up tickets themselves, and issues that come back often can be moved to a knowledge base (some kind of FAQ) to lower the support load. It has good features to divide tickets between our products and departments.

Pros:

Does not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining)

Cons:

It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company

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

Comments: 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.

Pros:

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.

Cons:

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.

Zoho desk is a go!

Pros:

Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.

Cons:

The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.

One of the best Help desk solution

Pros:

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Cons:

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Zoho Desk makes your customers covered 24/7

Pros:

The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and Zoho Desk is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products

Cons:

I have had the best 2 years of use. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off

Full-Featured Business Software

Comments: By delivering a plethora of applications in one convenient package, Zoho One helps organizations with a wide range of issues. The technologies work together seamlessly, eliminating the need to jump between applications to complete a single task. This helps organizations save a ton of money and effort, which they can use into expansion rather than managing various software systems. Furthermore, teams are able to collaborate and produce superior outcomes because to the well-integrated and user-friendly tools available across all platforms. This facilitates effective communication and collaboration among geographically dispersed teams.

Pros:

With Zoho One, organizations get access to a suite of useful tools in a unified interface. All of the functions may be accessed and used without having to switch between applications, thanks to the excellent integration between the various tools. Teams may better coordinate their efforts and produce higher quality work thanks to the intuitive and well-integrated software.

Cons:

Although Zoho One provides access to a wide variety of applications, it is not without drawbacks. These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in comparison to free or low-cost alternatives.

Excellent CRM software with clean interface

Pros:

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.

Cons:

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.

do not recommend

Comments: As I mentioned in cons, support is horrible and they need to focus on getting current modules working without bugs rather then what additional modules they can create to charge people for. I be happy when our company finally pulls the trigger and goes with another vendor.

Pros:

Pros-It does work with Zoho CRM and logs tickets in CRM

Cons:

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.

An ideal setting in which to deliver outstanding customer service.

Comments: 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.

Pros:

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.

Cons:

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.

Happy user, Zoho Desk has greatly improved our customer experience

Pros:

I would first like to appreciate the most beautiful and fully designed dashboard, everything is crystal clear. Very simple to set up and use. Zoho Desk is customizable to your liking, this means it works for you, and you are certain of desirable results. The software is fairly priced, saves money. Customer care is a 10/10, very responsive and informative. It intergrates well with other Zoho products I use and this simplifies my work. Free version is a brilliant idea, I used this before and now I use the paid version. Tracking tickets and agents has never been this easy, I do this from the dashboard without any struggle

Cons:

Zoho Desk is the best worldwide, none of the competitors beats this brilliant software. Kudos team