Zoho Desk

Zoho Desk

(510)
4.3 out of 5 stars

Zoho Desk pulls in all your customer interactions from across multiple channels into a single, clean interface. You can then seamlessly continue these conversations and help customers easily.

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Zoho Desk review by <span>János C.</span>
János C.
Validated Reviewer
Verified Current User
Review Source

"A featured customer support software"

What do you like best?

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the ticket and the escalation matrix allows the company to track and manage the customer issues on time .

What do you dislike?

Being a long time user ,I haven't had any real qualms with Zoho Desk. Still few isssues are here . Ticket can't be duplicated, dynamic fields are not created yet so you can not separate or hide fields depending on the agent/ticket needs.

Recommendations to others considering the product

It is a great software, if you are willing to invest in a Helpdesk tool. The initial configuration is somewhat delayed but once configured you will not have any problem.

What business problems are you solving with the product? What benefits have you realized?

All of our customer service problems are solved with zoho. Really helpful. We are using inbuilt chat system from Zoho , data syncing is so easy here.

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Zoho Desk review by <span>Garret A.</span>
Garret A.
Validated Reviewer
Verified Current User
Review Source

"A good query management tool"

What do you like best?

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The ability to start a live chat with the user, and then go straight to creating a ticket from this internment is also good. We can work with him as we want. We can import our customers without any problems. We can search without problems. It is also ideal to integrate telephony and chat.

What do you dislike?

Some modules are configured to a high degree, where, as there are others that are not configured at all, causing a bit of confusion and frustration. And the main problem was the difficulty in studying its use and, therefore, at the beginning of using the software itself. Besides the difficulty, the user guide was not very useful, and I think that they will need to improve it. Other aspects are design that can be improved, or small and minor errors.

Recommendations to others considering the product

The service quickly visits numerous customer requirements. This is due to the fact that it has a specialized program that meets all the requirements one by one directly from the mail.

What business problems are you solving with the product? What benefits have you realized?

If you manage a large number of clients, it will be useful for you to integrate with this program. Thanks to this decision, your company will work more productively. This is a great assistant at work.

What Help Desk solution do you use?

Thanks for letting us know!
Zoho Desk review by <span>Ariel C.</span>
Ariel C.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk almost perfect service"

What do you like best?

Its powerful product for agents, managers and our customers. Zoho Desk helps us to сome together with the whole team across all our departments to solve common problems of the project.

Excellent integration with our CRM and other products from Zoho. Also recently they have improved the user interface, it has become even more convenient and functional. The product is not expensive so you can try it.

What do you dislike?

Many functions are hidden and you need to try hard to find them, so it will be difficult for a beginner to understand quickly all the features. This requires improvement in a variety of menus and their grouping.

Recommendations to others considering the product

If you are looking for a simple but powerful solution and you aren't ready to pay a lot of money, you should try ZohoDesk. In addition, they have a good free version.

What business problems are you solving with the product? What benefits have you realized?

We use ZohoDesk to manage and control our customer support system. It is convenient to work together with the whole team

Zoho Desk review by <span>Juan Antonio G.</span>
Juan Antonio G.
Validated Reviewer
Verified Current User
Review Source

"Ha sido de mucha ayuda el uso de Desk.zoho, en General muy buena mi experiencia con este sistema."

What do you like best?

Lo que mas me gusta es, que realmente es muy intuitivo y fácil de manejar. También es que cuenta con muchas otras herramientas que pueden ser de mucha utilidad independientemente del rubro que pueda tener la empresa que lo este requiriendo o utilizando ya de manera completa en su día a día.

What do you dislike?

Lo que no me agrada de zoho, es que la gran mayoría de la ayuda para saber o tener una idea respecto a cada una de las herramientas con las que cuenta zoho, no vienen en otro idioma, es este caso, en español, haciendo un poco mas complicado el que todas las personas tengan un conocimiento completo y apropiado del sistema por cuenta propia.

Recommendations to others considering the product

Mi recomendación sobre zoho desk para otros usuarios, es que realmente es un sistema de aplicaciones muy completo, ya que no solo es funcional en el área de soporte, como lo ha sido en mi situación y debido a mis necesidades, si no que cuenta con muchas otras herramientas que pueden resultar muy funcionales para cualquier tipo de empresa que requiera o desee probar zoho.

What business problems are you solving with the product? What benefits have you realized?

En nuestro caso se ha resuelto la cuestión de soporte al cliente, ya que de esta manera con desk.zoho, todos los detalles, problemas o inconvenientes que les resultan los manejamos por medio de los tickets, de esta manera podemos ofrecerles un servicio mas ordenado eficaz y asimismo creamos una estructura interna y ordenada que nos permita medir nuestros propios tiempos que se demora una persona en atender los tockets generados.

Zoho Desk review by <span>Elizabeth H.</span>
Elizabeth H.
Validated Reviewer
Verified Current User
Review Source

"Best helpdesk suite from Zoho"

What do you like best?

A simply perfect helpdesk software with a lot of tools to organize the flow of the work and controls tools. it provides a one stop solution to set up a communications channel between the organization and the customer. You can use it along with Zoho CRM and other Zoho applications and the benefits are even higher. Everything we need is in it and we can work with it the way we want.

What do you dislike?

A proper training / demo session is required before using this product. It took me a while to learn the proper way of use. The users guide wasn't very useful and I think that they would need to improve that.

Recommendations to others considering the product

A great customer support is the key for whole companies growth. If you want to have an affordable ,easy to use helpdesk software at reasonable price, zoho desk would be certainly one of the best choice.

What business problems are you solving with the product? What benefits have you realized?

Being a current user , despite the problems that I have described, this software is totally worthwhile and I recommend other enterprises to start using it to. By using Zoho Desk we try to avoid mistakes in our growing and it makes our work more effective.

Zoho Desk review by <span>Manikanta K.</span>
Manikanta K.
Validated Reviewer
Review Source

"Customer Support Tool"

What do you like best?

Zoho Desk is one of the simple tools to effectively create and track the tickets to resolve the issues raised by the customers. This will help to manage the mailbox to respond the customers. Task Allocation System, Reports, Chat system and customers database management are the best things in this application.

What do you dislike?

Better UI and mobile integration will be helpful. Many data inputs creating lot of distractions to the users and simple process flow of functions can be helpful for the better usage of the app.

Recommendations to others considering the product

Highly recommended for all the Small & Medium Enterprises, startups, not for profit organizations, virtual teams to bring the better customer satisfaction through on time support

What business problems are you solving with the product? What benefits have you realized?

Customer Mails Tracking and responding on time through a customized ticketing system. We can easily assign the roles and projects to the people who can respond them through a dedicated mailbox. Live Chat helps the users to respond the customer queries spontaneously.

Zoho Desk review by <span>Joseph L.</span>
Joseph L.
Validated Reviewer
Verified Current User
Review Source

"Excellent feature set & value for cost... not the best, but better than many"

What do you like best?

Great multi-channel support, and great UI - Knowledge base integration into ticket reponses is really neat! The ability to start a live chat with a user, and then go right into creating a ticket from that interation is nice as well.

What do you dislike?

Help documents leave much to be desired... some things were very easy to figure out, some took an afternoon of digging through old support posts, and 3rd party sites.

There are some admin features that I really wish I had... For example, I'd like to set account security policies for my Agents (requiring that they all have Two-Factor Authentication, for example.)

Some things that seem fairly simple and straightforward are also missing - little touches like being able to add a comment AS you close a ticket, instead of just clicking a "close ticket" button that closes a ticket without context.

Recommendations to others considering the product

great value for what it does... integrations with other Zoho offerings make the whole suite more attractive of a proposition

What business problems are you solving with the product? What benefits have you realized?

I'm using Zoho Desk to get a handle on our support process, which previously ran mostly through email. Zoho lets me have a centralized location to manage all my incoming support requests, regardless of channel, and respond quickly.

When the features work and are easy to implement, they are amazing - In the morning I was asked if we could have a chat feature on our support site... by lunch it was turned on, up, and running.

Zoho Desk review by <span>Douglass C.</span>
Douglass C.
Validated Reviewer
Verified Current User
Review Source

"The big opportunity to work faster."

What do you like best?

With this software, I can manage and help to all my customers. Also, I have the ability to track all metrics. Great way of working at the interface. It is always nice to have the ability to make the right decisions.

What do you dislike?

I don't have any bad problems with this product. Will be much better to have an easy way of learning. I will not tell that everything was simple and smooth. A lot of useful tools to use. We don't have the big bad issue with this software.

Recommendations to others considering the product

Wonderful software which has a lot of helpful tools for a company. It is the best working key to make your business work effective and fast. For sure you will have full ability to organize all of your working routines. I recommend it.

What business problems are you solving with the product? What benefits have you realized?

We are working with a great solution which helps us keep our customers with us. We have a better way to cooperate with mine colleagues.Great ability to use working process through a mobile app.

Zoho Desk review by <span>Ellen G.</span>
Ellen G.
Validated Reviewer
Verified Current User
Review Source

"An affordable complete hepdesk software "

What do you like best?

ZohoDesk is a good system, with a lot of tools to organize the flow of the work and controls tools. It is simple to deploy and easy to integrate with existing services. ZohoDesk is easy to use and met most of the requirements we had . The program is compared to others really affordable.

What do you dislike?

I can not think of a big disadvantage..Tickets can't be duplicated. Customized sorting of information is not available here based on multiple parameters.

Recommendations to others considering the product

It is excellent software, plus they have a free version that you can try out no risk. Zoho Support is a very cost-effective solution to provide seamless & unmatched service to your clients. Here is everything required to have for a support system setup. You will ultimately enjoy this.

What business problems are you solving with the product? What benefits have you realized?

We have easily onboarded our Customers to this support system . All of our customer service problems are solved with zoho. We are using inbuilt chat system from Zoho , data syncing is so easy here.

Zoho Desk review by <span>Avante m.</span>
Avante m.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk surprising help desk system."

What do you like best?

Once the system is configured, it is easy to use, it helps to control the tracking of your tickets in an easy way thanks to its intuitive interface. You can take control of your customers and know what they need. The customer interface is simple and allows them to track the status of their tickets in real time, giving added value to your company.

What do you dislike?

The first time the system is configured, it may seem complex, but thanks to the support team you can configure it without any problem either via chat from the system interface or via telephone. Once configured everything works wonderfully.

Recommendations to others considering the product

The initial configuration is somewhat delayed but once configured you will not have any problem. Accounts with support 24 hours so you will not have any problem.

What business problems are you solving with the product? What benefits have you realized?

Customers are satisfied because the solution to their doubts or problems mentioned in their tickets is solved in a fast and efficient way.

Zoho Desk review by <span>Danial M.</span>
Danial M.
Validated Reviewer
Verified Current User
Review Source

"Simplicity that works"

What do you like best?

Zoho desk provides what's needed for an enterprise level customer service, in a simple, easy to setup and easy to learn package. well documented API specifications and predefined channels make integration to the existing systems, a breeze. With Zohodesk businesses can focus on the part that really matters, that is monitoring and enhancing customer satisfaction.

What do you dislike?

Does not support multiple ticket types w/different fields..., not something critical, but makes maintenance of different departments requirements complex. It'd be perfect if we could use Persian language and calendar in the Admin and Help center. CRM and help desk integration could've been deeper and flexible.

Recommendations to others considering the product

If your requirements end with Helpdesk and customer support then there are other contenders in the market, however if you'll need to involve sales, marketing, and finance into the customer relationship management scenarios, Zoho is the only product out there that offers these features out of the box and without heavy technical effort.

What business problems are you solving with the product? What benefits have you realized?

Integrating all customer requests from different products into a single central operation center. Afterwards, we'll move towards a single/integrated back office solution that covers sales, supply, and financial activities. Zoho CRM and Zoho books look promising in this regard.

Zoho Desk review by <span>Shamyal K.</span>
Shamyal K.
Validated Reviewer
Verified Current User
Review Source

"competencies and short comings of zoho platform"

What do you like best?

it is a very flexible complaint management system that allows the user to customize the desk to his particular needs. more over it provides a one stop solution to set up a communications channel between the organization and the customer. with feed back forms and data base management customer tracking and satisfaction has been made easier.

What do you dislike?

the flexibility that is available in most tabs and operations is not present every where in the CRM. some modules are customizable to a high degree, where as there are others that are not customizable at all, causing a bit of confusion and frustration.

Recommendations to others considering the product

if you need to implement a easy to use CRM platform with out having to source a consultant and want to keep things "In house" i would highly recommend this product.

What business problems are you solving with the product? What benefits have you realized?

I have been using it for trial purposes, but we intent to use it as a complaint management system. benefits are still being realized. and trials have not yet been completed.

Zoho Desk review by <span>Richard K.</span>
Richard K.
Validated Reviewer
Verified Current User
Review Source

"Perfect for us"

What do you like best?

Everything we need is in it and we can work with it the way we want. We can import our own customers without any problems. We can search without any problems. Also the possiblity to integrate telephony and the chat is perfect. Also the possiblity to track every ticket and put our own rules in it so we can follow our key perfomances. Everything we need is in it and we can work with it the way we want. We can import our own customers without any problems. We can search without any problems. Also the possiblity to integrate telephony and the chat is perfect. Also the possiblity to track every ticket and put our own rules in it so we can follow our key perfomances.

What do you dislike?

I haven't found anaything that I don't like. Everything we need is in it and we can work with it the way we want. We can import our own customers without any problems. We can search without any problems. Also the possiblity to integrate telephony and the chat is perfect. Also the possiblity to track every ticket and put our own rules in it so we can follow our key perfomances. I haven't found anaything that I don't like. Everything we need is in it and we can work with it the way we want. We can import our own customers without any problems. We can search without any problems. Also the possiblity to integrate telephony and the chat is perfect. Also the possiblity to track every ticket and put our own rules in it so we can follow our key perfomances.

Recommendations to others considering the product

It's a really good product

What business problems are you solving with the product? What benefits have you realized?

Customer support from the customer and not the organisation. Customer support from the customer and not the organisation. Customer support from the customer and not the organisation. Customer support from the customer and not the organisation. Customer support from the customer and not the organisation

Zoho Desk review by User
User
Validated Reviewer
Verified Current User
Review Source

"Very useful"

What do you like best?

Actually, this program is more helpful than I initially thought. It helps me to have more control over my clients, as well as solve incidents that they have. I can say that what I like best is how useful it is despite its apparent simpleness.

What do you dislike?

It took me a while to learn the proper way of use. So I could say it is a bit difficult to learn, but in any case, I finally came out with the solution. Also, I don't like the design.

Recommendations to others considering the product

I would like to recommend to other people considering start using this program to not undervalue what Zoho Desk can do. I have already said that it has turned out to be more useful than I thoguht, and I don't want other people to think the same. In my case I only started using it because they offered me a free trial, but you should try it because it is really helpful. Moreover, if you start using it while thinking that it is not very much useful you are taking the risk of surrendering before you really exploit its full potential, which can take some time.

What business problems are you solving with the product? What benefits have you realized?

Zoho Desk makes our customer attention more easy and fluent. We are very happy with the result.

Zoho Desk review by <span>Joan V.</span>
Joan V.
Validated Reviewer
Verified Current User
Review Source

"Top"

What do you like best?

I really appreciate the fact that it can be integrated with other interesting Zoho apps such as Zoho CRM or Zoho Assist. This is a great advantage, since you can have several different departments of your business in only one program, making the administration more efficient and saving time and efforts. But strictly speaking about Zoho Desk, I would say that it is really useful and helps you have more proper relations with your customers with less effort.

What do you dislike?

It feels like the program all alone its uncompleted. The real added value of it its the integrations with other Zoho programs. Although useful on its own, it is nothing that you couldn't do by yourself with a little bit of time.

Recommendations to others considering the product

I stronlgy recommend anyone that wants to use Zoho Desk to integrate it with other Zoho Apps, as I have previously said. It is at that moment when you will really feel Zoho Desk as really necessary. Although you will have to spend more money, I think that it is a good investment.

What business problems are you solving with the product? What benefits have you realized?

We have improved our efficiency when interacting with the costumers. Zoho Desk has some interesting and useful utilities but its real potential appears when integrating it with other Zoho programs.

Zoho Desk review by User
User
Validated Reviewer
Verified Current User
Review Source

"Wonderful"

What do you like best?

It has so many functionalities that will help you to manage your relationships with your costumers in a more proper way. You can use it along with Zoho CRM and other Zoho applications and the benefits are even higher. Just by clicking in a costumer, you will be able to see everything related with him, from his personal contact information to all tasks related with him, mails received, etc. It is highly useful, moreover, it offers more ways to have a higher control over your employees.

What do you dislike?

The major problem was the difficulty in learning its usage, and, consequently, start taking advantage of the software itself. Apart from the difficulty, the users guide wasn't very useful and I think that they would need to improve that. Other aspects are the design that could be improved or small and insignificant bugs.

Recommendations to others considering the product

I recommend whoever wants to use Zoho Desk to go ahead with it. It hasn’t disappointed me and will surely not do the same to you. Also, if you manage a big quantity of customers you will find useful to integrate Zoho Desk with Zoho CRM.

What business problems are you solving with the product? What benefits have you realized?

Despite the problems that I have described, this software is totally worthwhile and I recommend other enterprises to start using it to. It is an incredibly useful tool in costumer management so I encourage other people to start implementing, and to not feel anxious if they feel that they don't understand how it works, it takes some time.

Zoho Desk review by <span>Aliza P.</span>
Aliza P.
Validated Reviewer
Verified Current User
Review Source

"Good to be with Zoho Desk."

What do you like best?

I like that software and everything that I can do with it. Very simple setup and the way of use. Opportunity to have a clear and presentative interface. It's a very big plus, that all of the options are automatic and in that case my job is always run right.

What do you dislike?

Nothing serious. Till now everything is good. Very good software to use at work. Good they I can work with powerful tools. Now we are doing well at projects.

Recommendations to others considering the product

With that solution, your company will work more productive. With Soho Desk, you will be all the time on control with you your customers.Great helper at work.

What business problems are you solving with the product? What benefits have you realized?

We are working with our customers are close so we always control them. We are working on our safety. By using Zoho Desk we try to avoid mistakes in our growing and it makes our work more effective.

Zoho Desk review by <span>Raja K.</span>
Raja K.
Validated Reviewer
Verified Current User
Review Source

"helpdesk software with very clean interface"

What do you like best?

We have seen good reviews about ZohoDesk at G2Crowd and it is really deserving. Zoho Desk has improved the user interface and allowing to the Help Desk agents to have a better experience.It´s easy learn to manage. You can view all your tickets. The integration with our CRM (Zoho CRM) is paramount in helping the productivity of our staff.

What do you dislike?

It's a little bit limited and I may outgrow it eventually. You may easily get lost in the tons of options. he setup of SLAs and workflows requires a little more effort to comprehend.

Recommendations to others considering the product

If you want to have an affordable ,easy to use helpdesk software at reasonable price, zoho desk would be certainly one of the best choice.

What business problems are you solving with the product? What benefits have you realized?

We are managing Customer support system using Zoho Desk in our orgainisation . It is really simple to collaborate among support employees using zoh0desk.

Zoho Desk review by <span>Esteve V.</span>
Esteve V.
Validated Reviewer
Verified Current User
Review Source

"Delighted"

What do you like best?

The amount of functionalities it has. Having all these different functions really helps you to manage in a proper way you relations with customers. Moreover, this software allows you to have a little more control over your employees. At the end, this program makes you able to control a lot of different things in a quicker and easier way than before.

What do you dislike?

It was a little bit difficult to fully understand how it works, making us loose some time learning how to use it. We noticed the lack of a useful guide on its working method. It has no bugs but some aspects that could be better designed, but it is not a big problem.

Recommendations to others considering the product

I recommend other people that may want to try Zoho Desk to not feel discouraged if they think it is too complicated or something. It took me some time to start taking advantage, besides, you can use the free trial and extend it making a review. Also, I recommend to integrate Desk with other Zoho apps to have its full potential.

What business problems are you solving with the product? What benefits have you realized?

Basically the save of time. Now it's quicker to attend the numerous demands from the customers. This is thanks to the fact of having a specialized program insted of answering all the demands one by one directly from the mail. Moreover, it helps me have them all a little bit more organized than before. In conclusion, it makes the job much easier.

Zoho Desk review by <span>Carlos M.</span>
Carlos M.
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Verified Current User
Review Source

"Easy to use, recommended to start"

What do you like best?

The interaction of email to generate the tickets to respond and relate is good. It allows to join two tickets in cases of duplicity. It allows you to respond to emails from the application. View information on Android App or iPhone. Generate general reports.

What do you dislike?

The Android and iPhone App does not allow uploading attachments including photos. It does not allow formatting the text of the email and attach an image or document. Synchronization is not very good in both applications.

In tickets is easy to comment, however, if you need to print the contents of the ticket does not generate a printable version so you are forced to take a screenshot.

If you want to consult the products to find duplicate products you will have to do it one by one, you do not have a search engine to do it and simplify the task.

Recommendations to others considering the product

Having the information of accounts, clients and technical users at hand in this way is very easy to start the implementation in the shortest time possible.

What business problems are you solving with the product? What benefits have you realized?

We manage to organize, simplify and unify communication with our clients. Technically it is a breakthrough in this regard.

Zoho Desk review by <span>Rohan P.</span>
Rohan P.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk | Context-aware help desk"

What do you like best?

The simplicity is the best part. We can get our work done easily using this product. The distribution system of tasks, client management and managing our own employees has never been easier! It is an excellent Customer Relationship Management software. The UI is intuitive and the user knows from the very beginning where he has to click and so it's User friendly!

What do you dislike?

The price is very costly. We are considering some cheap alternative if they don't reduce the prices.

Recommendations to others considering the product

Its a bit costly product but worth it

What business problems are you solving with the product? What benefits have you realized?

Zoho Desk is used by us to manage and control support customer system. It is easy to work together with the whole team using this. It makes our work time effective and productive.The customized ticket system is one of the finest features of this product.

Zoho Desk review by <span>Jason A.</span>
Jason A.
Validated Reviewer
Verified Current User
Review Source

"Great tool laser-focused on support ticketing, with an integrated knowledge base."

What do you like best?

Zoho Desk is very flexible, allowing customized fields in Tickets, Contacts and Accounts, even for the free version. It is possible to turn off all of the customer-facing features (e.g. email notifications, public Help Center, public Knowledge Base articles) and use it as a purely internal tool for tracking support cases. The company seems very responsive: there have been numerous improvements to Desk while we've been using it, and the one minor bug I reported was quickly fixed.

What do you dislike?

I'm still exploring the Time Entry feature; it seems easy to log time entries, but less seamless to get that info out, e.g. for billing purposes. There is not an easy way to share KB articles among multiple departments.

What business problems are you solving with the product? What benefits have you realized?

Allows us to easily enter and track customer support cases.

Zoho Desk review by <span>David Y.</span>
David Y.
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Verified Current User
Review Source

"Advanced features with simple layout"

What do you like best?

It really lowers the barriers to entry and let's a small player compete like a larger enterprise. You can handle multi-channel, multi-agent, multi-department custom service so easily and effectively. Ease of deployment made it quick to setup on our website. Really make full use of the trial period so that you get to learn all the features it comes with.

What do you dislike?

Although I could not find anything wrong with the software , At the begin I had some difficulty to set up if used to other platforms but its can be solved.

Recommendations to others considering the product

A very simple yet powerful helpdesk system with 30 days full featured a must try software.

What business problems are you solving with the product? What benefits have you realized?

We now have the ability to make sure that our clients' issues and complaints are managed properly. We can manage all our customer issues and request in one place.

Zoho Desk review by <span>Ernesto G.</span>
Ernesto G.
Validated Reviewer
Verified Current User
Review Source

"Revision de Zoho Desk"

What do you like best?

La integración con nuestro sistema de gestión de clientes Zoho CRM, La configuración de los SLA y evaluación de los agentes.

El cliente puede dar feedback del trato dado por el agente y reaperturar el ticket con solo un correo si no esta satisfecho con la respuesta.

Los formularios web avanzados son muy personalizables si se posee conocimiento técnico de programación.

What do you dislike?

No permite modificar el nombre de la empresa en la estructura, luego de haber sido creada, lo cual no permite modificar el nombre de la misma en la configuración de los correos.

No permite colocar campo para adjuntar archivos en el formulario web avanzado.

No permite agregar o eliminar campos en el widget de respuesta, se mantienen los mismos predefinidos para todos los casos.

Recommendations to others considering the product

Excelente herramienta para la gestión de tickets de soporte y solicitudes y permite una estupenda integración bidireccional entre los 2 aplicativos.

What business problems are you solving with the product? What benefits have you realized?

La integración y asociación de los tickets de solicitudes e incidencias con nuestros clientes registrados en el sistema de gestión de los mismos Zoho CRM.

Creación de nuevos clientes al momento de la creación de los tickets.

Actualización de los clientes de forma bidireccional entre nuestro sistema Zoho CRM y nuestro sistema Zoho Desk.

Configurando los parámetros necesarios en el formulario web avanzado, nos permite atar a los clientes a que coloquen la información necesaria para dar con la pronta resolución de la posible incidencia o inquietud que tengan nuestros clientes.

Zoho Desk review by <span>Alfredo C.</span>
Alfredo C.
Validated Reviewer
Verified Current User
Review Source

"One word: Best"

What do you like best?

Zoho Desk has improved the user interface and allowing to the Help Desk agents to have a better experience, and this means more effective Customer Experience whenever they are need technical support or help with any type of problem. You can easily track all the support and help desk you provide to your current customers and your leads, and have all this data centralised in your CRM system.

Even if you're an Zendesk user, you know that you have another great option with better pricing or at least competitive.

What do you dislike?

Nothing to commment here, the Zoho Desk solutions has been great in everything my organization and customers need. Only could be the "html" or more options to customise the client portal with a Drag-and-drop option for the tailor made portal need.

Recommendations to others considering the product

Zoho desk is not only providing us for help desk solutions, is also a great tool where you can track your Leads and Clients directly with your CRM, also integrates with great third party applications, even if you are not completely happy with Zendesk, Zoho Desk provides an option to import directly and without no complex or hard setup step to achieve a successful and flow-less migration.

What business problems are you solving with the product? What benefits have you realized?

Providing multi-channel to our current customers and clients to let us know how can we help them, in terms of been more helpful for them, and giving them a better experience working with us, and using our products and services.

Zoho Desk review by <span>Mario M M.</span>
Mario M M.
Validated Reviewer
Verified Current User
Review Source

"It´s a good expirience in the begining. After is not than friendly."

What do you like best?

It´s a good synchro CRM up.

It´s easy learn to manage.

You can wiev all your tickets.

Save time.

Dashboard are easy to understand.

What do you dislike?

Needs update always you change any feature.

Poor set up interface.

Where is a spanish desk guide?

does not show hour, in reports only date.

Other colors could be avaliable.

it Is difficult desing reports.

I would like make customizing the desk funcionality as easy, as zendesk.

Sometimes recived spam.

Spanish traduction is wrong in some issues.

There are more templates, some friendly and we can modified, but not much.

Recommendations to others considering the product

It´s a good product for a small/(medium business.

What business problems are you solving with the product? What benefits have you realized?

Best way to solve questions, troubleshooting, and oher issues to our customers.

Now is more fluid, clear, our customer relationship.

we can centralite our customer service,

Let us organize every day, is comfortable when you have many tickets and end of the day you can see all your tickets closed.

Obtain a feedback about costumer service, and we improvement it.

Let to small team to be powerful and dynamic.

Now we are more competitive, smart, fast thanks a zoho desk. this is very important because we are a small company in growing,.

We are going to expand for other countries, so zoho desk is a big help to rise this object.

We are sure that our customer and reseller change their point of view about our company since zoho desk is with us.

Zoho Desk review by <span>Adam R.</span>
Adam R.
Validated Reviewer
Verified Current User
Review Source

"Excellent Request Management Tool"

What do you like best?

Zoho has allowed us to automate many of our processes, and gives us the ability to report on many aspects of our work. Zohodesk has allowed us to investigate our actual completed work against our available FTE, and remove bottlenecks from our process and increasing our productivity.

What do you dislike?

The only dislike i have of zoho is the inability to split a ticket unless the requester replies. We have many requesters send mulitple actionable items in one request - i'd like to be able to split this, and assign each one a category to ensure our reporting remains accurate.

Recommendations to others considering the product

I would reccomend Zoho to any business currently manually entering data into a system for reporting on work completed. Zoho and the reporting functions within allow us to see real time data and we can shape our teams performance to ensure mazimum productivity is acheived.

What business problems are you solving with the product? What benefits have you realized?

Automated reporting - removed several hours of data entry.

Increased productivity.

Manager level visibility over team performance.

Zoho Desk review by <span>Stephen  S.</span>
Stephen S.
Validated Reviewer
Verified Current User
Review Source

"Easy to use software for customer questions "

What do you like best?

I enjoy the alerts that Desk offers. As soon as a client has an issue we get alerted by email and are able to reach out ASAP.

What do you dislike?

It is a little hard to navigate when trying to learn about new features.

What business problems are you solving with the product? What benefits have you realized?

When our clients have a question or issue we want to know asap. It has helped us create a space for us to manage client questions and issues and handle them quickly. One benefit that it has helped us realize has to do with reporting. We are not only able to help clients directly but we can now determine what type of problems or questions come in at a higher rate and work on new systems to manage those issues.

Zoho Desk review by <span>Scott H.</span>
Scott H.
Validated Reviewer
Verified Current User
Review Source

"So far so good"

What do you like best?

The integration with our CRM (Zoho CRM) is paramount in helping the productivity of our staff. No other help desk software offers such a seamless integration.

What do you dislike?

Too many links on the left side of the dashboard for different ticket types. I need this to work for a lot of different people...some adapt to new software easily and some don't. Therefore I need to set this up for the least common denominator, which are the people that need it to be REALLY simple. Most of Zohos other software packages give a wide range of customizability but for some reason this one doesn't. I can't imagine that it would be difficult for them to offer this in the future. (hint hint hint)

What business problems are you solving with the product? What benefits have you realized?

We are, in essence, a property management company. We get a lot of messages that come in from our home owners and they tend to fall by the wayside if not managed correctly. Hence a ticketing system.

Zoho Desk review by <span>Abhinav S.</span>
Abhinav S.
Validated Reviewer
Verified Current User
Review Source

"Cost effective, best helpdesk software"

What do you like best?

Zoho Desk has improved the user interface and allowing to the Help Desk agents to have a better experience. It´s easy learn to manage. It is very userfriendly and time saving help desk software , where you can see your all ticket at once.Dashboard are easy to understand.

What do you dislike?

The only dislike i have of zoho is the inability to split a ticket unless the requester replies. The software is something a bit tricky to use as some of the features and settings are hidden.

Recommendations to others considering the product

Try it out. The UI is intuitive and speaks for itself. A cost effective, fully featured support system.

What business problems are you solving with the product? What benefits have you realized?

I need to provide customer support with a globally distributed team. I have superior management over my tickets and better client relationships due to it.

Zoho Desk review by <span>Sandra E.</span>
Sandra E.
Validated Reviewer
Review Source

"Great Tool Within A Great Ecosystem"

What do you like best?

I love that Desk integrates with the CRM seamlessly as well as Books. It creates an amazing workflow. This allows our clients to write in and we can know exactly what products they pay for and exactly what we need to do to meet the needs of our clients swiftly without any issues.

What do you dislike?

The initial setup is pretty intense. It would be awesome to have a walkthrough to assist with the initial setup. Take it slow and go through each item in the setup window one by one so that you don't miss any steps.

Recommendations to others considering the product

Zoho Desk is amazing and it integrates completely with the Zoho suite of products. This allows us to have our sales tracked in CRM, then our clients managed in Desk and our bugs managed with Bug Tracker and projects in the project system. So no matter what our clients need we can meet the needs effortlessly.

What business problems are you solving with the product? What benefits have you realized?

We currently have a service and product based business so this tool allows us to service our customers with great service levels. Zoho Desk allows us to have multiple departments to service our service clients and our product clients together but separatly. This creates a workflow that works for my staff without having to have 2 separate help desk systems. The API also allows us to cross refrence the CRM to check which clients are getting what services included.

Zoho Desk review by <span>Divya S.</span>
Divya S.
Validated Reviewer
Verified Current User
Review Source

"feature rich affordable helpdesk software"

What do you like best?

Nice to see ZohoDesk in G2crowd top list. The Zoho Desk product provides an intuitive user interface that allows our agents to quickly an accurately capture all our service requests. User management is great, teams get notified on any change on status or ticket activity. it is functional and affordable and our team loves it.

What do you dislike?

The User interface is not so good. The software is something a bit tricky to use as some of the features and settings are hidden.

Recommendations to others considering the product

If you are an SMB and required a helpdesk software in your budget , you can try this fully functional , feature rich helpdesk software.

What business problems are you solving with the product? What benefits have you realized?

We are managing our Customer support system using ZohoDesk in our organisation. This is really simple and so collaborative.

Zoho Desk review by <span>Robert K.</span>
Robert K.
Validated Reviewer
Verified Current User
Review Source

"Great Software for small business"

What do you like best?

It really lowers the barriers to entry and let's a small player compete like a larger enterprise. It's pretty easy to use and affordable. It has all the features I need to get started and ship. It takes away all the excuses and let's me focus on being an entrepreneur.

What do you dislike?

It's a little bit limited and I may outgrow it eventually. But without it I wouldn't even get started.

Recommendations to others considering the product

If you need a simple, fast and affordable solutions this ticks off all the boxes you need to get going fast. It integrates with popular other tools and is part of the ZOHO ecosystem so there is likely a partner application for your other missing pieces.

What business problems are you solving with the product? What benefits have you realized?

I need to provide customer support with a globally distributed team. This let's me make that happen at a level that I would never have been able to do at this price point.

Zoho Desk review by <span>Jason S.</span>
Jason S.
Validated Reviewer
Verified Current User
Review Source

"Superb!"

What do you like best?

Customisation is second to none. Their professional edition gives so much customisation that allows you to tailor it to your business needs. Price is ideal for small business.

Love the integration with Zoho Assist remote support.

What do you dislike?

Professional edition only includes one agent in the price. Would like to see this increase to two.

Recommendations to others considering the product

Take their trial. Customise it and see how great it is.

What business problems are you solving with the product? What benefits have you realized?

My business and home user clients can all use the same help desk. I use it to support my business clients who can email in IT support requests. I also have it tied in with my website forms so tickets are created instantly.

Zoho Desk review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Desk Review"

What do you like best?

We use desk to help us create tickets for important Customer Service needs. It definitely suits it purpose and I love that it shows if another manager is looking at the same ticket that I am which eliminates double the work. Also if a ticket is assigned to me, I can reassign it to someone who is better suited to fix the problem or answer the question.

What do you dislike?

It is not the easiest to use. I often find myself having to back out in order to get back to the screen I was previously using. It doesn't take long, and it could very well be user error, but I haven't figured out another way yet. Plus they are eager to make improvements which is great.

Recommendations to others considering the product

In my experience, Zoho Desk is eager to fix any problems or difficulties using their product. There are also several tutorials online that can help beginners. The search engine works great so if we are searching for a ticket, that is Very helpful! I can easily look up a name and find a ticket I was looking for, or better yet, see if a customer has written in before with a similar issue. It allows us to provide better customer service since we know what has happened, and what we've tried to do to fix it before.

What business problems are you solving with the product? What benefits have you realized?

Our Customer Service "tickets" come through Desk. It plays a very important role in helping us decide which tickets need escalated or immediate attention.

Zoho Desk review by <span>Jorge Luis V.</span>
Jorge Luis V.
Validated Reviewer
Review Source

"Good solution for starters"

What do you like best?

It's quite easy to manage when you know it well. Easy to create workflows and keep updated with tickets status. Been able to customize the response emails is great.

Another thing I like is the capability to start a remote session from the ticket view. It helps a lot.

What do you dislike?

There are a couple of things I don't like from zoho desk:

- The webui is quite slow.

- When an agent respond a ticket from his email, the ticket is updated but the customer doesn't receive a notification. Support says we need to add this action to the workflow but other solutions do it automatically.

- Zoho support response time. Pretty bad I think.

- There's no way to track notification emails. I mean. You can follow it as a task of the workflow but have no way to go deeper.

Recommendations to others considering the product

You need to have your process well defined.

What business problems are you solving with the product? What benefits have you realized?

I manage a support team. Customers send their request by email (they don't like to create tickets on the ticket portal) and want to keep working on that way. ZD helped me know the real status of each ticket and to know the number of tickets we are attending by agent, by day, by customer. Also helped me to know what products request the most support help in order to notifiy my commercial area and presales team.

Zoho Desk review by <span>Ramesh E.</span>
Ramesh E.
Validated Reviewer
Verified Current User
Review Source

"Good helpdesk... but needs UI improvements"

What do you like best?

Really good one. Offers tons of features.

You can handle multi-channel, multi-agent, multi-department custom service so easily and effectively.

The unified ticket interface is good.

The department wise customer portal is a great feature

What do you dislike?

- You may easily get lost in the tons of options

- Need to traverse through a multitude of options to achieve something

- Needs some more workflow and UI improvements

- The webforms integration is something i hated. Does not meet the quality level. It produces a tone of invalid html code... After embedding, it requires us to style. This cannot be done by ordinary users.

This needs improvement. Also it does not offer an ajax submission, meaning it involves redirection after submission.

Guys we are nearing 2020.

What business problems are you solving with the product? What benefits have you realized?

Customer service and helpdesk.

Zoho Desk review by <span>Russell C.</span>
Russell C.
Validated Reviewer
Verified Current User
Review Source

"Reasonably simple and quick setup of an on-line helpdesk function"

What do you like best?

Ease of deployment made it quick to setup on our website. Try before you buy option is very useful. Large feature set, sufficient to setup a basic service.

What do you dislike?

Integration with other ZoHo modules and 3rd party products is unclear. The setup of SLAs and workflows requires a little more effort to comprehend.

Recommendations to others considering the product

Don't try and over configure on day one. Use it out of the box and then tweak when you find you're missing a feature.

What business problems are you solving with the product? What benefits have you realized?

I have a long history of running IT Service Desks and understand the importance of a sound management system. Zoho Desk provides a good range of functions out of the box and avoids a cash-strapped start-up resorting to spreadsheets to keep a record of interactions with their customers.

Zoho Desk review by <span>Keith D.</span>
Keith D.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk for Service Desks"

What do you like best?

The context that we get when answering our clients is great. We can edit fields so that we can personalize the whole app for our specific needs. Also its great that we can use the API to connect to our other systems.

What do you dislike?

We are still figuring out some of the features. Would be great if there is more training built in to the software. Zoho did this with snippets but should do so for more features so that new users get a demo of features whenever they need it.

Recommendations to others considering the product

Really make full use of the trial period so that you get to learn all the features it comes with.

What business problems are you solving with the product? What benefits have you realized?

We are trying to abide to our SLA via Zoho in order to perform customer service

Zoho Desk review by <span>Chad R.</span>
Chad R.
Validated Reviewer
Verified Current User
Review Source

"Great Features and UI for small business support...."

What do you like best?

All features that required in a ticketing solution were met by Zoho Desk free. There are definitely advantages to upgrading to a higher tier, but one could easily make it by without if they structured things intelligently on their end.

What do you dislike?

Just enough rope to hang yourself. While there are plenty of features, the documentation is limited and surfing the forums to find answers is tedious.

Recommendations to others considering the product

Give it a shot. It's fast and easy to get up and going. Definitely use the forums to find answers that aren't apparent otherwise.

What business problems are you solving with the product? What benefits have you realized?

Ability to offer help desk support to customers. Easy to manage agents, view tickets and act on them. We'll likely upgrade in the near future to gain the automation benefits as well as better supporting other intake channels.

Zoho Desk review by <span>Aaron B.</span>
Aaron B.
Validated Reviewer
Verified Current User
Review Source

"Best Support Desk with best features"

What do you like best?

The amount of features given are great, but the tracking feature is the best. The ability to see how your agents are handling the workload and how fast they are replying to tickets.

What do you dislike?

The design of the customer portal is a little dated with the tabs layout, plus no other templates or layouts are available.

Recommendations to others considering the product

I recommend others to give Zoho a try, take your time implementing the service and make sure it's something that your customers will enjoy and like. Import your old information and just test every feature and get a good feel for the service before making it live for your customers.

What business problems are you solving with the product? What benefits have you realized?

Help Desk with a knowledgeable and FAQs for our customers. The ability to send us feedback and contact us with questions or support issues, plus general contact for site submissions.

Zoho Desk review by Executive Sponsor in Computer Software
Executive Sponsor in Computer Software
Validated Reviewer
Verified Current User
Review Source

"ZOHO Desk Review "

What do you like best?

As a busy Software Development company we have to constantly capture and monitor the status of all our many customer Support Tickets. The ZOHO Desk product provides an intuitive user interface that allows our agents to quickly an accurately capture all our service requests, either automatically by email integration; manually through an easy to use UI, or via a Customer Self-Service Portal.

Once Support Tickets are entered, ticket progress can be monitored and escalated automatically when past due and the efficiency of each of our Agents is available for our Line Managers to keep an eye on.

As we had a large amount of data in our legacy Support Desk, I found the mapping and import process capable of importing this data into ZOHO

What do you dislike?

The Help on the data mapping and import capabilities are not that easy to understand, so it took me a long while to get to grip with this.

What business problems are you solving with the product? What benefits have you realized?

The product fills an essential business management tool requirement in our business, as we have been limping along with several other products that never quite seemed to meet our requirements. So far ZOHO Desk looks like it has all our required functionality and more.

Zoho Desk review by <span>Holly B.</span>
Holly B.
Validated Reviewer
Review Source

"It's has a very clean interface and is easy to set up."

What do you like best?

Having it automatically create Knowledge Base articles when you resolve tickets; allows me to configure web form fields specific to our company; the ability to create automated responses and templates; being able to assign an agent-based off a keyword and\or tag.

What do you dislike?

Oddly enough - the only con I have is actually it's Pro. It's got SO many features - a small IT department like mine (3 people) can get lost in trying to configure how to restrict certain features until we become larger. (Such as chat and forum moderating). But that's probably because I'm still learning the system right now.

Recommendations to others considering the product

We're choosing ZohoDesk because of its clean interface. It wasn't just important that our IT group liked the look and feel - we need it to be simple and clean for our employees to WANT to use. We think Zoho's headed in the right direction.

What business problems are you solving with the product? What benefits have you realized?

Automate help desk support, streamline replies, automates responses, creating a knowledge base with little effort.

Zoho Desk review by <span>Max S.</span>
Max S.
Validated Reviewer
Verified Current User
Review Source

"Great Low-Budget Support System"

What do you like best?

Has many features in the free edition that you can't get anywhere else. It's super easy to get started, and with it being free to start there is nothing to lose.

What do you dislike?

The platform user experience is not the best, but it is getting better.

Recommendations to others considering the product

If you don't need a ton of crazy high end feature from the likes of Zendesk, Zoho Desk will likely do it for you, and be much cheaper in the process.

What business problems are you solving with the product? What benefits have you realized?

We needed something to help us manage customer service, and Zoho Desk was the best free option. It gives you everything you need right out of the gate, connects to email, allows for custom URL mapping, and so much more. When compared to big players like Zendesk, it towers over it. Features are comparable, but price is way lower.

Zoho Desk review by <span>Jasmeet S.</span>
Jasmeet S.
Validated Reviewer
Verified Current User
Review Source

"Best HelpDesk Ticketing Tool"

What do you like best?

It provides an Ariel view to complete help desk process.

User management is great, teams get notified on any change on status or ticket activity.

Customizable Reports along with the detailed dashboard will keep you updated in real-time.

Cost wise this product is very economical, one can start using most of the features in the professional plan. A free plan is also available with limited functionality to test the product.

Implementation and setup are very easy and it takes minimal time.

What do you dislike?

If the same email is forwarded to support email, it creates a new ticket instead of merging

Recommendations to others considering the product

Best tool if you have a mid-level Help-Desk team

What business problems are you solving with the product? What benefits have you realized?

Automatic Ticket assignment

Effort Report

Team Management

Team Chat

Resolution Knowledge base

Zoho Desk review by Administrator in Apparel & Fashion
Administrator in Apparel & Fashion
Validated Reviewer
Verified Current User
Review Source

"Great Option for Any Size Business"

What do you like best?

The features of Zoho Desk are robust and incredibly easy to use. We were lured away by a "Big Name" app and within 60 days switched back to Zoho Desk - it is functional and affordable and our team loves it.

What do you dislike?

When we were convinced to switch to another "Big Name" app (we switched back to Zoho Desk within 60 days), it was because of the Shopify integration offered by the other app. It would be nice to have Zoho Desk have a bridge between Shopify and the app. Overall, though, Zoho Desk is an awesome product and our team loves it.

Recommendations to others considering the product

The knowledge base takes quite some time to set up to have it done correctly and robust enough for it to actually help a customer, but that is the truth with any knowledge base company.

What business problems are you solving with the product? What benefits have you realized?

We use Zoho Desk for Customer Service tickets. The app helps to streamline our customer interactions.

Zoho Desk review by <span>Phil P.</span>
Phil P.
Validated Reviewer
Verified Current User
Review Source

"Wow - this tool is capable of just about everything. "

What do you like best?

The ability for a team to manage customers and stay in communication. The feel is like sending emails which makes the communication feel personable. The management features are excellent. (oh, and its priced much better than Salesforce!)

What do you dislike?

At this point, we do not have anything we do not like. We have bee using it for a couple of months. There are some outstanding questions around task templates, but everything has been working as designed.

What business problems are you solving with the product? What benefits have you realized?

Salesforce did not have a clean email integration with Gmail or other tools. We now have a platform thats easy to manage tickets, quickly address which clients have replied to a ticket, etc. All the things you would expect a support ticket platform to have!

Zoho Desk review by <span>Erol F.</span>
Erol F.
Validated Reviewer
Verified Current User
Review Source

"User friendly , Good interface , Fast Support , "

What do you like best?

We was start use this Zoho Desk in a month ago and have very good interface, our agents very happy to using Zoho Desk. Also we are using Zoho's other solutions and integration very good our agents use a account for all Solutions this is a Big company.

What do you dislike?

I think migration little bit slow and we have talked with support they are working on it, and when we have problem on Zoho they are fixing maximum in a week. Also when we get any request from Support team they dont answer this is 'impossible' they are saying "we can make this" everytime :) so Thank you Zoho

What business problems are you solving with the product? What benefits have you realized?

our issue solved speed very increased with Zoho Desk, Thank ou

Zoho Desk review by <span>Melvin D.</span>
Melvin D.
Validated Reviewer
Verified Current User
Review Source

"Intuitive Software"

What do you like best?

This software knows it all. The UI is very clean, the module is very useful. The report customization is a plus on this one. We're looking at Zendesk, but now i'm thankful that we didn't go through and found out this one.

What do you dislike?

Hi Zoho, is there a way for us to get the enterprise plan lower than $25? Haha cheers!! We will be having more than 10 agents.

Recommendations to others considering the product

This Software offers easy to use UI and very helpful modules and report customization. I only have the trials but as far as i can see this software meets our requirements.

What business problems are you solving with the product? What benefits have you realized?

Client request and other after sales concerns.

Zoho Desk review by <span>Thiago M.</span>
Thiago M.
Validated Reviewer
Review Source

"Perfect Organization TOOL"

What do you like best?

Its a good system, with alot if tools to organize the flow of the work and controls tools

its easy, light and fast.

The way of control tickets, and using this as a mail manager is cool! Its turn dinamic our flow.

The mechanicals of the features are very good. Features to access tickets, organization of cards, etc

We are using this on our notebook, and phone app.

The email system works very well! we dont lose any tickets.

What do you dislike?

The Price,

Integration with Zoho CRM fails as account user.

I dont know if happens why my enterprise license is over.

I will buy the license and make a edition to it

Recommendations to others considering the product

Zoho is recommended for any kind of business, thats why this a plataform and is adaptive to any business size.

If you need to organize your team, your problems and see what really happens, you should try

What business problems are you solving with the product? What benefits have you realized?

WorkFlow is the most important thing on zoho for us

Organization of tickets and demands are the second thing

The SLA configuration help us to no lost time

We are using this to manage better our client chart and its really helped us

The desk zoho show us the reality of our business nowdays

Zoho Desk review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Verified Current User
Review Source

"A LOT of features, but too many "buttons""

What do you like best?

This software has a TON of features for the price: inbound email, assignment rules, round robin, workflows. And it's (for the most part) intuitive and blazingly fast. We're also a big fan of the ability to embed webforms into our website and widgets elsewhere. These give us more routing control over basic email parsing.

What do you dislike?

LIke most Zoho products, their implementation of Material Design is lacking. On any one screen there are dozen of icons and buttons, so much that you forget what does what and you end up clicking on multiple icons just to see what happens. Direct access to functionality is great, but at what cost (confusion) to the user? This isn't unique to Zoho Desk; most of Zoho's products are like this.

Recommendations to others considering the product

At first, only use what you need; don't try to use or implement everything at once or you'll drive yourself crazy.

What business problems are you solving with the product? What benefits have you realized?

Our organization has a dozen+ email addresses and we service thousands of customers every quarter. When these emails were being routed to basic email accounts we were tripping over each other trying to make sure that our customers' needs were met, and our stress levels were through the roof. A central management system for all of these email addresses allows us to triage and assign tickets just like an emergency room would. X goes here, Y goes there. And everything's tracked in one central system.

Zoho Desk review by <span>Dorice F.</span>
Dorice F.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk perfect customer support"

What do you like best?

I found it so easy setup . Also what really make me happy it is clean and intuitive interface . Also i saw lots of integration and automation options which is makes work so easy .

What do you dislike?

At the begin I had some difficulty to set up if used to other platforms but its can be solved.

Recommendations to others considering the product

With Soho Desk your business will be effective and easy customer support. i recommend.

What business problems are you solving with the product? What benefits have you realized?

As for me its ability to follow up with customers and not let issues drop through the pits. We are able to manage all our client tickets and dont have mess.Which is important .

Zoho Desk review by <span>Paul Z.</span>
Paul Z.
Validated Reviewer
Verified Current User
Review Source

"A great business management tool"

What do you like best?

There are so many features in Zoho that I love but my favorite would be the auto ticketing system linked to emails. My support email forwards to Zoho and new tickets are created upon receipt

What do you dislike?

It was a little hard to navigate in the beginning but that has now passed. Beyond that, I have not found anything yet that I would consider to be a con

Recommendations to others considering the product

This software is a must. That's all that needs to be said

What business problems are you solving with the product? What benefits have you realized?

I have superior management over my tickets and better client relationships due to it. I also have a better understanding of how long it takes to resolve issues

Zoho Desk review by Agency in Textiles
Agency in Textiles
Validated Reviewer
Verified Current User
Review Source

"Un software que soluciono la mayoría de mis necesidades de soporte y atención a clientes"

What do you like best?

Muy fácilmente configurable

Me parece muy bueno el hecho de poder agregar campos y personalizar los valores

Excelente el hecho de poder personalizar la dirección de acceso y colocarle un certificado de seguridad

Muy bueno el hecho de que tiene app para móviles

Las reglas y automatizaciones son un punto a favor que la diferencia de otras aplicaciones

What do you dislike?

Creo que tiene algunas oportunidades de mejora como el hecho de que algunos campos que están en ingles no se puedan personalizar para traducirlos a español.

No me parece funcional el hecho de crear departamentos y que los tickets queden asociados a estos, ya que se pierde un poco de visibilidad sobre los pendientes

Recommendations to others considering the product

Muy buena alternativa y muy completa. Integrado con Zoho CRM es una muy potente herramienta para hacer negocios!

What business problems are you solving with the product? What benefits have you realized?

Mejoramos la comunicación entre los empleados y la atención a los clientes mediante la creación de tickets y tareas las cuales son retroalimentadas al cliente para mejorar su satisfacción.

Igualmente llevamos ahora un control de las tareas que desarrollamos para cada una de las cuentas que manejamos, pudiendo de esta forma evaluar los costos y ver si cada uno es rentable

Zoho Desk review by <span>Jordanne U.</span>
Jordanne U.
Validated Reviewer
Review Source

"Well rounded system"

What do you like best?

Although it is mainly a ticketing system, it has a bit of CRM and asset management as wel that isn't available on most and better known ones. It also has great flexibility so its easy to customize according to out business needs. There are plenty of guides too for helping out new users so it wouldn't be hard to provide training to new agents.

What do you dislike?

Some modules takes time to load. Also it gets quite confusing going back to the main menu. I also hope they provide more integrations soon with other apps.

Recommendations to others considering the product

Take time to fully evaluate the product. The admin privileges arre very powerful and can do a lot even with little programming background

What business problems are you solving with the product? What benefits have you realized?

Our current system lacks email integration, chat and portal which I found here, plus a number of features we need that I can't find elsewhere like storing contracts and associating products. All of these are fortunately available on Zoho Desk

Zoho Desk review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Head -Customer Support"

What do you like best?

We are all floored by its ease of use. We like the agent and lite-agent concept. We liked the fact that we could imort all the contacts from the old ticketing system with very little effort. We could setup our users swiftly and route tickets to them. Also we like the setting up of Macro to route the tickets.

What do you dislike?

The screens are very inornate. We are using it for ticketing. We needed client ids to show up alongside the names and it was unable to do so. Also we had to same user for multiple accounts. It has monochrome UI, would like to see may add some colour.

Recommendations to others considering the product

We had zeroed in on zoho Desk after evaluating various orther systems. We are enjoying its ease of use. Highly recommend it.

What business problems are you solving with the product? What benefits have you realized?

1. We are implementing the ticketing system. We need to implement Watson AI and manage the replies and route mails received.

Zoho Desk review by <span>Rachel G.</span>
Rachel G.
Validated Reviewer
Verified Current User
Review Source

"Transforming support for a small business"

What do you like best?

For several years now, we have used SalesForce as a case and project management system. There were many things we liked and many things we wanted to change. For one, we offer personal service agreements to our clients and a support system where they can submit cases for assistance. With Zoho Support there are several options for submitting tickets/cases, and the online portal is great! Our customers love that they can access current and past cases, as well as the help center we're continually updating.

What do you dislike?

Some of the language in setup and emails takes a little tweaking, it's just a different form of English translation, so not a problem to update.

What business problems are you solving with the product? What benefits have you realized?

Access for our customers to their own support portal to keep up with current tickets, see past tickets and access our help center where we are continually adding articles.

Zoho Desk review by Administrator in Computer Networking
Administrator in Computer Networking
Validated Reviewer
Verified Current User
Review Source

"Easy to adopt, easy to use. "

What do you like best?

The seamless integration with Zoho CRM and the dynamic UI sold this solution to us. The in-app windows in both Zoho Desk and Zoho CRM allows users to have a quick overview of a given client's profile, and allows us to easily navigate from one platform to the other. It also offers a better visibility over opened tickets, both at the agent level and at the admin level.

To top it all off, we expect to save enough per month to see a ROI within six months.

What do you dislike?

The Portal section is a bit bulky and is somewhat a challenge to customise.

Recommendations to others considering the product

Try it out. The UI is intuitive and speaks for itself.

What business problems are you solving with the product? What benefits have you realized?

The integration with our current CRM proved to be invaluable. Information sharing between the two departments will help us streamline communications within our organisation to provide a smoother client experience.

Zoho Desk review by <span>Sashwat M.</span>
Sashwat M.
Validated Reviewer
Verified Current User
Review Source

"Zoho Support- The single platform to resolve queries coming multiple platforms"

What do you like best?

It's one of the best tool to create customer happiness per ticket raised by them.

(1) You have clear picture of tickets resolved, tickets pending, average response time in resolving the ticket and number of other parameters of you customer support service.

(2) It could be integrated with CRM tools

(3) You can see the priority of tickets as per service level agreements.

What do you dislike?

(1) Although you can track the history of ticket resolution, the notification process of status change of tickets is not good.

(2) If you raise the ticket via Zoho support and you submit it; then you have the option to edit. But both the drafts will be saved and all the stakeholders will be able to see them

Recommendations to others considering the product

It's one of the best customer service software product which can help you achieve more customer happiness and building the long-term relationship with them,

What business problems are you solving with the product? What benefits have you realized?

We have technology products and B2B customers. For any issues or bugs and for any support required, customer contact us via Zoho support. We have provided this tool to out customers. This has been a great tool as it has helped us in measuring and optimizing our support service and then, deliver that in a better way.

Zoho Desk review by <span>Steve M.</span>
Steve M.
Validated Reviewer
Review Source

"Zoho Desk - Perfect for Service Automation and SImple to deploy"

What do you like best?

Zoho desk is simple to deploy and easy to integrate with existing services. The reports are easy to customize as well as the interface. It integrates perfectly to email and asterix and also handles ticketing very well.

What do you dislike?

Should allow for additional customization on the customer and account tabs to display data from external sources. Importing data limit of 1000 rows should be abolished as this makes data export tiresome. Additional training resources should be provided online for admins.

Recommendations to others considering the product

I recommend zoho as it is easy to use and deploy. It meets service desk needs and can quickly be deployed within a day. The reports and dashboards are customizable. Integration is also simple. Its best if you start on a clean slate. Importing data from other systems is very much possible but takes a bit of time due to excel row restrictions.

What business problems are you solving with the product? What benefits have you realized?

Tracking customer communication centrally was a big problem. We had phone calls, email, web posts, facebook, twitter, letters and personal visits. With zoho we can document all this data in one place and have customer history to enable us tailor products and improve the customer experience

Zoho Desk review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Easy to use but many limitations"

What do you like best?

Desk is easy to use and met most of the requirements we had.

What do you dislike?

There is so much limitations on this product. Customer Service never got back to me on many issues I had setting up Zoho.

Recommendations to others considering the product

If you are going to use this without any customization I think it is perfect. But if you need it to do other things. look elsewhere.

What business problems are you solving with the product? What benefits have you realized?

Desk helped with giving people one place to go to to ask for help. It allowed us to provide better service to our customers/personnel. Zoho customer service needs to be more helpful. Whenever I called with an issue or had a question if zoho has the capability of doing something. I would always get the same answer there are webinars that you can watch. Most people/business that purchase this type of software don't have time to watch webinars. They just need answers that are easily accessible. I even asked if there was documentation so that I could know what fields are linked to Zoho CRM and they don't even have documentation.

Zoho Desk review by Consultant in Insurance
Consultant in Insurance
Validated Reviewer
Verified Current User
Review Source

"Works as designed "

What do you like best?

Number of customization's allowed under free use. Ability to see tickets on the phone and iPad is invaluable for small business owner.

What do you dislike?

Not very intuitive. Takes time to learn. Some of my clients (business owners) like to have more control over seeing the issues that their employee face in real time. I did not find a way to have real time view for the specific people only. it only allows me to create administrators, but this is to convoluted for Business Owners to see. Reporting helps, but you cannot automate that in Free version.

Recommendations to others considering the product

Not solution is good for everyone. Try and see if it works for you.

What business problems are you solving with the product? What benefits have you realized?

Need a simple solution for client personal to submit issues.

Need a simple solution for client personal to get documented responses to their issues.

Business owner have a need to see what kind of IT problems is most common to address the downtime and improve employee performance.

Customized interface per client requirements to make simple interface for not technically savvy personal.

Allow personal to submit their tickets from any device while they are in the office or in the field.

Business owner would like to receive Daily/weekly/monthly consolidated reports in Excel to sort issues by: type (network issue, hardware issue, phone system issue... ), date (occurred, solved...), response time, affected user or users.

As administrator i like to see daily reports for all issues submitted and: open, closed or pending resolution statuses.

Zoho Desk review by <span>Reza A.</span>
Reza A.
Validated Reviewer
Verified Current User
Review Source

"Zero to full customer service strategy in just a few clicks"

What do you like best?

1. I like the tight integration with Zoho CRM. I've always thought that a Help Desk app and a CRM app needs to be seamlessly integrated.

2. I like that the setup was easy. Within less than an hour of signing up, I was already communicating our company's brand new support site as well as support email.

3. I also like how easy it was to map to my website sub-domain. So it helps with out branding.

I've checked everything else and we always go back to Zoho Desk.

What do you dislike?

I've read a lot of reviews on Zoho Desk, some of them negative. For me, Zoho Desk fits our purpose perfectly. if I were to be nit-picky I am still not 100% confident about the notification delivery in case of new tickets, resulting in me checking the app once in awhile.

Recommendations to others considering the product

If you don't have a customer service strategy then you need one now. Zoho Desk is easy to use and maintain and will help you better service your customer.

What business problems are you solving with the product? What benefits have you realized?

We now have the ability to make sure that our clients' issues and complaints are managed properly. We are heavily expanding and I was going crazy managing all the operational stuff that crops up. Now I just have an hour meeting a week going through the tickets and figuring out how to solve them strategically. At the moment I assign all the tickets but we are not looking to implement the automation and escalation fatures in a big way.

Zoho Desk review by <span>Maike B.</span>
Maike B.
Validated Reviewer
Verified Current User
Review Source

"Affordable Helpdesk with some issues"

What do you like best?

The program is compared to others really affordable. As we are users of Zoho CRM it's also great that it connects so seamlessly with it. We can now track all our customer requests and this will improve our customer service a lot.

What do you dislike?

The software is somethings a bit tricky to use as some of the features and settings are hidden/not obvious. Contacting the Customer Support is also not a great thing, as it takes them sometimes more than 24hrs to reply. And in some cases the reply is just frustrating because they don't read the questions properly or don't explain the solution in a way so we would understand it.

Recommendations to others considering the product

Make sure that you have some IT savvy person who is willing to work with Zoho Desk and spent quite a lot of time during the setup.

What business problems are you solving with the product? What benefits have you realized?

We can manage all our customer issues and request in one place. It also connects to our CRM which is perfect as all our users can see the last discussion.

Zoho Desk review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Good VFM Helpdesk Software"

What do you like best?

Easy to use basic ticketing system. Good integration with other Zoho apps. Because we are a small shop it helps when our Zoho CRM users (sales & marketing folks) can see the issues raised by our customers and gives them an opportunity for upselling additional services that they need base don the problems they have been having.

What do you dislike?

The integration with the Engineering side is poor. They force you to use Zoho Projects which is somewhat limited for standard software developement. It would help if they allowed you to take workflows from Zoho desk and transfer it to other standard Software Development Systems.

Recommendations to others considering the product

Highly recommended if using other Zoho applications. If you are thinking of using just as a support helpdesk may not be the best choice.

What business problems are you solving with the product? What benefits have you realized?

Allows me to preserve a history of my customer interactions and refer to it when needed.

Zoho Desk review by <span>Rahul B.</span>
Rahul B.
Validated Reviewer
Verified Current User
Review Source

"Make the help desk job more easy"

What do you like best?

It has completely replaced the mode of interactions from emails, phone calls, chats, social media platforms to one single platform. It's completely make the experience of raising support request by your customers very easy. Also customers can raise tickets in their native languages as it has incorporated around 9 international languages. It has also simplified the task of help desk team as they can better monitor each request & resolve them after deciding priority.

What do you dislike?

To extract the maximum benefits of Zoho Support like customer-wise analytics, tracking of customer behavior; it needs to integrated with tools like CRM etc. But it does not generate mmuch insightful results with traditional tools like SalesForce etc. Dashboards could have been designed more extensive.

Recommendations to others considering the product

Zoho Support is a very cost-effective solution to provide seamless & unmatched service to your clients.

What business problems are you solving with the product? What benefits have you realized?

In a B2B business, we have incorporated this tool to resolve these complaints/queries of our clients. It enables our support team to track & resolve queries from a single platform after prioritizing them in a better way.

Zoho Desk review by <span>Zachary Z.</span>
Zachary Z.
Validated Reviewer
Verified Current User
Review Source

"Elevated our Service Tracking and Connected the Team"

What do you like best?

Desk connected our service department from tracking resolutions in a record based format and needing phone calls for internal assistance into a collaborative space that enables online discussion to resolve issues in a faster way.

What do you dislike?

The reports area has great standard reports but I think they can include more in that area and save us time from having to create our own. Samples are based on Ticket information and we found ourselves having to create ones based on solution and employee performance as well.

Recommendations to others considering the product

It's very useful standalone to provide better service to customers. We unleashed the true potential after integrating it to our CRM and Project Management software to be able to track everything by customer and project. That elevated our knowledge to identify weak points during project delivery and why warranty are common in certain situations.

What business problems are you solving with the product? What benefits have you realized?

We are resolving an issue where our customers would call in and we would have to manually document their issue and resolve it over the phone or on site. Desk allows people to submit a ticket and have the person best suited for resolving the issue take care of it vs needing assistance from another employee. Granted we still have internal assistance but it is not as often and therefore decreased time to resolve issues.

Zoho Desk review by <span>Majd N.</span>
Majd N.
Validated Reviewer
Verified Current User
Review Source

"i was searching for a help desk to cover the needs of my company , and Zoho is the best for that"

What do you like best?

Ticketing : view , editing , create conditions for notifying to custom agent , add special fields on tickets form and also you can make it required field too .

Help center Customization ; i can edit the design of the portal site ( for customers ) including : colors , tabs , HTML code and CSS code .

What do you dislike?

when you edit something on the sofware , sometimes the server of Zoho cant respond successfuly .

What business problems are you solving with the product? What benefits have you realized?

Hardware & Software support

Zoho desk is dynamic and smooth in work ( almost you can do whatever you want on it ) .

Zoho Desk review by <span>Xerach C.</span>
Xerach C.
Validated Reviewer
Verified Current User
Review Source

"Step forward in customer care"

What do you like best?

Friendly and very intuitive interface

Great flexibility to adapt to your organization and ability to modify the way it manage the tickets.

Allows to build a knowledge data base without significant effort

What do you dislike?

Rejects mails bigger than 10mb without notice within the system (need to keep monitoring the forwarding account)

Does not allow to add checklist / procedures upon receipt of specific ticket type.

Bad spanish translations

What business problems are you solving with the product? What benefits have you realized?

It allows to keep your customer needs under control and save time of your agents only dealing with those tickets that are allocated under their responsability. No collision nor unattended ticket issues.

Zoho Desk review by Administrator in Sports
Administrator in Sports
Validated Reviewer
Verified Current User
Review Source

"Making my job easy peasy with ZoHo Desk"

What do you like best?

I love the fact that I am bale to input everything from a customer and be able to have our record of this to fall back on after many many years. Also that ability that a customer can access there input as well

What do you dislike?

I really do not see anything that I dislike about this . It has helped me with my job tremendously at my job duties. I am able to locate a cvs with just one main entity and there whole history appears . Makes one on one with the cvs so easy and knowing all of there info

Recommendations to others considering the product

Love this software and so happy it is around

What business problems are you solving with the product? What benefits have you realized?

we are using ZOHO to create all leads for our construction base buildings. We use this to set, make, create a product that we are able to then fall back on over the years and if needed to repeat the item, the crm allows us to have that info at our finger tips

Zoho Desk review by <span>Alexander B.</span>
Alexander B.
Validated Reviewer
Verified Current User
Review Source

"Easy to Setup & great Value for small Projects and ca be scaled to larger Projects at every time"

What do you like best?

Free Basic Version to test and lern. Can be enough for a small Project. Nice Design an easy to navigate. Tablet and Phone App a great Plus. Zoho Form is a great Addition for creating tickets.

What do you dislike?

To early to say. Missing integration with others CRM Solution like Microsoft Dynamics or Salesforce. The App for Forms is not yet usefull.

Recommendations to others considering the product

Zoho Desk can be used with other Zoho Services like CRM, Mail, Survey and more. So it is nice full service solution

What business problems are you solving with the product? What benefits have you realized?

We habe a small interim project with tablets at POS where we need a small ticket support solution

Zoho Desk review by <span>Andrea L.</span>
Andrea L.
Validated Reviewer
Verified Current User
Review Source

"All in one effective and efficient customer service app!"

What do you like best?

The Zoho Assist and Chat add on is one of the best tools that I like with Zoho Desk because through the Zoho Assist our customers feel were right beside them assisting them in their day to day needs.

What do you dislike?

Tour option is missing for easy training and navigation and the trial period is too short as well.

Recommendations to others considering the product

The Zoho Assist is one of our favorite features of the product because it helps us target customer needs on spot.

What business problems are you solving with the product? What benefits have you realized?

Customer Service and Assistance for remote customers.

Zoho Desk review by <span>Denis Eduardo B.</span>
Denis Eduardo B.
Validated Reviewer
Verified Current User
Review Source

"Fácil e Completo"

What do you like best?

Acho muito simples para usar, para os usuários há uma interface bem simples e completa para acompanhamento dos chamados, e para o time, tenho visualização de todos os Tickets em curso em forma de feeds, isso permite identificar problemas de resolução semelhante, que estão sendo atendidas por equipes diferentes, facilitando a identificação e resolução de problemas.

What do you dislike?

Hoje não há nada que me desabone, acho muito completa a solução.

Recommendations to others considering the product

Solução inteiramente na nuvem, fácil uso.

What business problems are you solving with the product? What benefits have you realized?

Consigo resolver problemas de chamados não atendidos, agilidade para atendimento, controle de SLA o qual promove melhoria no atendimento.

Zoho Desk review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Full Functions , Easy to use , Value Price"

What do you like best?

1. Value Price

2. Easy to Use

3. Complete Functions and Module

4. Integrated with Others App. ( Internal = many Zoho Apps. and External = many many )

What do you dislike?

1. Need more days for trial ( such as 90 days for trial )

2. A bit confuse with many zoho products ( some intersect , some dis-intersect )

Recommendations to others considering the product

1. Value Price

2. Easy to Use

3. Complete Functions and Module

4. Integrated with Others App. ( Internal = many Zoho Apps. and External = many many )

What business problems are you solving with the product? What benefits have you realized?

1. Ticket for customer support.

2. Engage chat / message with customer.

3. Systematic ticket , track , time , task in my team.

4. Link and integrated with Others App. that our team use. ( such zoho project , crm , ... )

Zoho Desk review by User
User
Validated Reviewer
Review Source

"Sufficient"

What do you like best?

I like how it helps you to organize your relations with your customers. You can organize them as you like, add contacts (mails, phones, etc.), answer their questions, etc. Also you can add tasks to each client and do several other interesting things. The reports sections is good enough.

What do you dislike?

I admit that this program can be certainly helpful, but it is really necessary? I think it’s not. All we used to do with it can be easily done with regular mail, Excel, etc.

Recommendations to others considering the product

Zoho Desk should try to make its product look like really necessary, until then it is only a minor help for the enterprise.

What business problems are you solving with the product? What benefits have you realized?

Nothing special, it makes relations a little bit more efficient, but honestly it doesn’t pays de price.

Zoho Desk review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"All-In-One"

What do you like best?

If you are already using Zoho for your business expenses or even CRM, then it would make more financial sense to utilize Zoho Desk as it is integrated into all your other work applications. It offers tons of shortcuts such as being able to create custom responses so that you do not have to repeatedly type out messages that you would normally send out. There is also an option to organize solutions that can be used internally for reference.

What do you dislike?

The mobile application doesn't work as fluid as it should. Sometimes the tickets do not appear as they should and notifications get disorganized. Viewing tickets between departments gets tricky as you have to be viewing in a specific department in order to know that a ticket was assigned to you.

Recommendations to others considering the product

If you are already using Zoho applications, the switch to Zoho Desk is great. It is also a cheaper alternative ticketing system than that if its competitors.

What business problems are you solving with the product? What benefits have you realized?

Zoho Desk allows the business to flow better. Having a ticketing system that automatically detects what client is sending in their requests helps us be able to accelerate our responses to the clients.

Zoho Desk review by <span>Thiagarajan R.</span>
Thiagarajan R.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk is a great help desk software - nice features at a good price point!"

What do you like best?

Zoho Desk is easy to set up - you can be up and running in a matter of minutes. There is a host of well thought out features that help you in setting it up the way you want it to meet all your needs. Best of all, the pricing model is quite simple and affordable compared to other products in the market.

What do you dislike?

Information on setting up some complex features is hard to find. Would have liked 24/7 support.

What business problems are you solving with the product? What benefits have you realized?

We are simplifying our multi-channel help desk using Zoho Desk. In just the first 2-3 months, it has helped us in streamlining our operations and get value out of the software.

Zoho Desk review by <span>Sanjeev K.</span>
Sanjeev K.
Validated Reviewer
Verified Current User
Review Source

"Fantastic Ticket Management & Support System"

What do you like best?

We at setindiabiz has been using freshdesk for quite a long time, however since we are deploying zoho for all process, after the launch of zoho desk we moved our support functions to them. We are enjoying the ease of doing work and seamless integration with zoho crm. I strongly recommend this product.

What do you dislike?

I am expecting better customer care, at least they must revert when they say will come back with the resolution.

What business problems are you solving with the product? What benefits have you realized?

my entire support function is robust and responsive now.

Zoho Desk review by <span>Marco A.</span>
Marco A.
Validated Reviewer
Verified Current User
Review Source

"exactly what I was looking for"

What do you like best?

the interface is easy to use, and the features are enough to organise a support team with quality and focus.

What do you dislike?

I use it since 2 months now, and I cannot find anything that I would change.

Recommendations to others considering the product

if you use zoho CRM, Zoho Desk is a perfect fit to ensure a good customer support around email.

What business problems are you solving with the product? What benefits have you realized?

we finally can provide a fast and more focused customer support. Zoho desk is connected perfectly with zoho CRM.

Zoho Desk review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk"

What do you like best?

the zoho portal has most of its applications integrated as well as a phone system using our fav Twilio.

What do you dislike?

cant say zoho is really doing great i have used the Google G thing but this has a lot more cooler add-ons then G

Recommendations to others considering the product

give them a try i believe they have a free plan, also contact them and ask ways you can use integrations to help get you going.

we found the integrations are great for getting us up and going with connecting to our other platforms as well as Voip services like Twilio

What business problems are you solving with the product? What benefits have you realized?

allowing our clients to get a hold of us with issues and concerns with easiness then having to email and wait while we can have multi-agents connect and help on concerns they might have

Zoho Desk review by <span>Sapna N.</span>
Sapna N.
Validated Reviewer
Review Source

"Zoho is the best!!! Definitely a buy!"

What do you like best?

I love how easy it is to collaborate with other employees! I've had to submit spreadsheets through Zoho and it's been great. Zoho Desk helps with combining sales leads etc. Use this if you want to up your efficiency in the workplace and work together! Buy Zoho Desk if you want to succeed in the workplace! Zoho products are the best, because they know a company is not just one person, it's a mixture of people and helps connect with everyone around the world. Thanks. I don't even like to use any other type of collaboration tools anymore.

What do you dislike?

This product is great. Nothing that I dislike. I wish I can say there is something I dislike but I like everything about this product!

Recommendations to others considering the product

Definitely get this product!!! Its worth the price!

What business problems are you solving with the product? What benefits have you realized?

Solving for one main place to give access to employees all around the world share information.

Zoho Desk review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Great tool for client operations"

What do you like best?

User experience is quite easy and all agents are get used to the system very easily. The connection between Zoho CRM and Desk is making everything easier for us. We are not able to manage all our operations - starting from sales to customer success - from Zoho.

What do you dislike?

It is very hard to manage internal tasks via Zoho Desk. For example when our success manager joined a meeting with a client, she is coming with some tasks to be done by success team. When she is trying to open tickets from Desk she is not able to open this tickets on behalf of the client.

What business problems are you solving with the product? What benefits have you realized?

There were too many mail traffic from the clients and sometimes team was missing some tasks. Now everything is organized with tickets and notifications.

Zoho Desk review by <span>Lucas S.</span>
Lucas S.
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Verified Current User
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"Must have. Extremelly complete"

What do you like best?

Zoho desk is a complete Helpdesk software, with a very easy-to-use interface. The ticket interface is the best.

What do you dislike?

For a brazilian user, the translation is not so good and the user can't suggest any new translation or corrections.

The other con is that Zoho has a great ecosystem, but it's not integrated.

What business problems are you solving with the product? What benefits have you realized?

We used to have a very disorganized help desk department and all the information regarding the support was lost. With Zoho Desk we can track the support and our customers are more satisfied.

Zoho Desk review by <span>Ian N.</span>
Ian N.
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Verified Current User
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"Free and easy help desk software."

What do you like best?

It's all there. All the basic stuff you'll ever need to set up and maintain a ticket-based help-desk service is there out-of-the-box. Very quick and easy to get started. You can create rules, workflows and custom functions to design your own automated workflow.

What do you dislike?

Some things aren't so obvious and take a little digging, but overall the UI is clean and slick.

Recommendations to others considering the product

The free trial makes it easy to give it a good try without investing too much time,

What business problems are you solving with the product? What benefits have you realized?

We have a new customer that wanted a ticketed support service. Zoho delivers!

Zoho Desk review by Administrator in Insurance
Administrator in Insurance
Validated Reviewer
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"Free Version Great for Small Teams "

What do you like best?

The ease of the set up was great. I was up an running in minutes. The link between Zoho CRM and Zoho desk is fantastic! You get notifications even when in the CRM and not on desk, makes staying on top of tickets during a busy day that much easier.

What do you dislike?

The overall layout is more complicated then we were used to. Switched from another desk program that had a very simple layout with less clutter. Took a little time to get used to it but once you figure it out you its much easier.

Recommendations to others considering the product

With a small team the free version was great but the cost went up a lot when we had to start paying for more users. Use the free version as long as you can to make sure you want to pay for the upgraded version.

What business problems are you solving with the product? What benefits have you realized?

The integration with Zoho CRM is by far the best part of desk. If you are not using both together you are not getting the best out of either.

Zoho Desk review by <span>Yorick L.</span>
Yorick L.
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Verified Current User
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"Steady helpdesk software"

What do you like best?

The usability of the software and complete registration of tickets. With this software we have a complete overview of every ticket every submitted.

What do you dislike?

The speed at which the Zoho Desk team implements new features. Their compliance with agreements is also not their strongest point.

Recommendations to others considering the product

Take your time to get to know Zoho Desk completely, as it may have some features you did not see in the first place. Some features might be a little hidden.

What business problems are you solving with the product? What benefits have you realized?

With Zoho Desk we get a complete registration of every ticket submitted, this was not what we had before.

Zoho Desk review by <span>Tyler U.</span>
Tyler U.
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Verified Current User
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"Excellent Software"

What do you like best?

I was able to set up an entire cloud-based call center in only days that is entirely white-label on the customer end.

What do you dislike?

No SIP integration or Avaya integration.

Recommendations to others considering the product

It is good for an enterprise level implementation. If you are a small business it might be more powerful than what you need.

What business problems are you solving with the product? What benefits have you realized?

Ease of use to starting a cloud-based call center and it is easy to onboard new agents on how to use it.

Zoho Desk review by <span>Kirsten S. B.</span>
Kirsten S. B.
Validated Reviewer
Verified Current User
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"Quality Platform and Features"

What do you like best?

The ability to streamline my clients experience and allow them to receive a prompt response to their inquiries.

What do you dislike?

Some of the telephony features need a bit more work.

Recommendations to others considering the product

I would highly recommend use of Zoho Desk to streamline your client's experience as well as help your staff stay on the same page of providing the level of service required to continue to grown your business and reputation.

What business problems are you solving with the product? What benefits have you realized?

Help our small team manage a large customer base while providing a level of service our client base has grown to rely on.

Zoho Desk review by <span>Kyle B.</span>
Kyle B.
Validated Reviewer
Verified Current User
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"Full-Service Help Desk with strong UI"

What do you like best?

The UI and the ability to have custom views to monitor how well our helpdesk is doing. The OLA functionality is also quite strong.

What do you dislike?

As far as I understand, you can't see the lifecycle of a ticket and where it was it put in limbo. I also want to see when Agents login--not just respond to tickets.

What business problems are you solving with the product? What benefits have you realized?

We want an integrated help desk platform that boosts our average response and resolution times. We want the software to promote a sense of urgency with our team.

Zoho Desk review by <span>Michael T.</span>
Michael T.
Validated Reviewer
Review Source

"Very good for free software"

What do you like best?

As a new startup business having a support ticket solution was absolutely vital to our business. Zoho was free and pretty much ticked all the boxes required from day 1.

What do you dislike?

The only thing that could be improved is having master company with sub sites that can be reviewed independently with either a unique contact or shared contacts between the sites.

Recommendations to others considering the product

It is good as a starup, as you grow you may want to consider something else but for us is absolutely fine with what we are doing right now as a busniess.

What business problems are you solving with the product? What benefits have you realized?

Allows our customers to log support tickets with us that can be tracked.

Zoho Desk review by <span>James B.</span>
James B.
Validated Reviewer
Verified Current User
Review Source

"ZOHO Desk has revolutionised our support process"

What do you like best?

Really like the flexibility of the product, particularly the workflow. This allowed us to make the product work the way we wanted to work.

Customer portal and access to a knowledge base was key. We can see this being a big help with our customers.

What do you dislike?

No real cons at the moment as it is still early in our adoption of the product. If I had to be picky I think setting up the email could be a bit more straight forward. We set up as in the instructions but the changes seemed to take a long time to apply.

What business problems are you solving with the product? What benefits have you realized?

One of our key issues has been sharing of communication between support team and customer as different levels of the team were involved. We now have a single view of all communication.

Zoho Desk review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Software training and implementation"

What do you like best?

It is a very robust system. The is a feature for basically every aspect of a business that should be automated.

What do you dislike?

You have to be pretty tech savvy to understand the system. It isn't very user friendly to someone who doesn't have any experience in multi-use system. I don't like having a different app for every module of the system. I wish there was just one.

Recommendations to others considering the product

to definitely take a look at the system because it has a lot to offer, but make sure there is a super user who can help those that aren't good at learning and using systems with so many features.

User adoption can be a huge challenge and if people don't understand how to use it, or are intimidated by the number of features it has then implementing the system is a waste of time and money.

What business problems are you solving with the product? What benefits have you realized?

helpdesk and project tracking with multiple users and clients.

Zoho Desk review by <span>John W.</span>
John W.
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Verified Current User
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"Zoho Desk has changed the way we Prioritise and Report within the department"

What do you like best?

The simplicity to configuring the software.

The ease of using the product for all levels of IT ability

The clear dashboards are brilliant but the integration with Zoho Reports take it to another level

What do you dislike?

Although you can have multiple departments there is no functionality to have seperate ticket templates for different departments

What business problems are you solving with the product? What benefits have you realized?

There is now clear visibility for the Senior Leadership Team to see what stage repairs are at.

Zoho Desk review by <span>Callie C.</span>
Callie C.
Validated Reviewer
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"A great CRM program"

What do you like best?

I like that Zoho is easy for those who are new to CRM to use. The interface is very easy to navigate and is simple to work with. There are more complex options available as well.

What do you dislike?

There’s not much I disliked about using Zoho.

Recommendations to others considering the product

Zoho Desk is great for any level user, from beginner to expert. It’s easy to use and they have so many available features.

What business problems are you solving with the product? What benefits have you realized?

We used it to capture, track, and update client information. It was easy to manage and easy to use. It was so much more helpful to keep information on Zoho than on an editable spreadsheet.

Zoho Desk review by <span>Adithyaa J.</span>
Adithyaa J.
Validated Reviewer
Verified Current User
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"Zoho enabling fast support"

What do you like best?

The integrated ticketing with everything required in one place and easy customizing including shortcuts are the best thing about zoho Desk.

What do you dislike?

There is nothing that is to dislike with zoho desk

Recommendations to others considering the product

It is highly recommended to use zoho desk in your business and customer support, The best part of this service is that you get to trial the software without any commitment.

What business problems are you solving with the product? What benefits have you realized?

Customer support whos enquiry will not be solved without zoho desk

Zoho Desk review by <span>Paul H.</span>
Paul H.
Validated Reviewer
Verified Current User
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"ZoHo Desk just works"

What do you like best?

ZoHo desk was very easy to set up and is packed with all the features you need in a helpdesk/ticketing platform

What do you dislike?

There isn't much that I dislike about ZoHo desk... The only issue we have is the SSL certificate isn't trusted/signed, but I'm sure this is something that will be easily resolved

Recommendations to others considering the product

Give it a try

What business problems are you solving with the product? What benefits have you realized?

ZoHo has helped our support team work more closely together and respond to customers a lot quicker than they could before with our previous helpdesk software

Zoho Desk review by <span>Anderson C.</span>
Anderson C.
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Verified Current User
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