G2 Crowd gives a real-time look at how dreamforce sponsors and exhibitioners stack up.
Zoho Desk

Zoho Desk

4.3
(619)

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.

Work for Zoho Desk?

Learning about Zoho Desk?

We can help you find the solution that fits you best.

Zoho Desk Reviews

Ask Zoho Desk a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 620 Zoho Desk reviews
LinkedIn Connections
Zoho Desk review by Melissa A.
Melissa A.
Validated Reviewer
Verified Current User
Review Source

""Simple and very powerful""

What do you like best?

Great software Simplicity is under the most favorable conditions. The ease to design the product. Excellent method to work in the interface. Ticket tracking and acceleration framework allow the organization to track and address customer problems on time.

This tool completely replaced the method of association with email, phone calls, visits, informal communication stages in one.

Reporting and the notification system. Can see the pending and closed issues perfectly sorted out. Can handle the support calls easily.

We love that is it cloud based. very easy to customize to fit our needs. we also wanted a system that grows with us as we grow our team. very scalable.

What do you dislike?

It takes a few weeks to master the design of the software.

There are so many options, it really allows a lot of customization.

This is an advantage, but also a disadvantage

but otherwise I have no complaints

Recommendations to others considering the product

I recommend the tool because it is very useful for a faster and more effective organization of the client's information.

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

Zoho Desk is a stage of the help work area that allows organizations to transmit high-quality client support to their clients with instruments that expand the operator's profitability and exams and reports that train supervisors to discover problems in specialized exhibitions. that can improve their administration. business options. Customers can also benefit from Zoho Desk as the product allows them to discover convenient and important help without going too far.

Sign in to G2 Crowd to see what your connections have to say about Zoho Desk
Zoho Desk review by Juan V.
Juan V.
Validated Reviewer
Verified Current User
Review Source

"excelente plataforma de service desk"

What do you like best?

la facilidad de manejo, la dinamica visualizacion, el control tan accequible, lo entendible de la plataforma y lo versatil que puede ser.}

La creacio0n de casos es muy facil y pérmite vizualizarlos sin problema.

Las opciones anexas a la crexcion de caso para su respectivo seguimiento permiten con facilidad entregar un informe completo.

el cliente puede estar entrado con periocidad de sus casos.

El nivel de envio y asignacion es muy rapido.

Nos permite llevar un ciontrol y uin manejo muy completo del estado de nuestro clinte.

Hemos dedicado mucho tiempo a entender todas las opciones y características que se presentaron en la solución. Gracias a eso, nos hemos deshecho de tres programas. Entonces, a pesar de la complejidad de usarlo, es mucho más fácil administrarlo que 3 programas por separado, especialmente en términos de soporte.

El lado de atención al cliente funciona de maravilla. Tiene todas las necesidades que necesitamos. Tiempos de respuesta más rápidos y actualización de casos en tiempo real. Las opciones son infinitas en las cosas que podemos rastrear.

La implementación de la plataforma en nuestra compañia seria una gran movida para nosotros, podriamops escalar tres veces nuestro equipo de soporte y al mismo tiempo aumentar considerablemente el rendimiento de nuestro equipo y las calificaciones de nuestros clientes

What do you dislike?

el cliente no puede asignar tecnico al caso

Recommendations to others considering the product

El aplicativo es excelente y permite de manera muiy propia ser administrado

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

la facilidad de poder escalar y manejar mis tiquets de incidencias mucho mas segura

What Help Desk solution do you use?

Thanks for letting us know!
Zoho Desk review by Kevin S.
Kevin S.
Validated Reviewer
Verified Current User
Review Source

"Great Out-of-Box Helpdesk Tool"

What do you like best?

Ease of use and ease of access to information. I love the fact that I can look up contacts and quickly have their phone number available before even clicking on the contact. The Integration with ZOHO CRM is also useful, as I can see a reporting hierarchy (To find District Managers / Regional Managers over a location quickly) all within the ZOHO Desk platform. Out of box Customer Satisfaction surveys, Happiness ratings by agent and customer, volume metrics, agent metrics, a lot of out of box features with little to no additional configuration necessary makes it easy to run a helpdesk while providing insight for managers.

What do you dislike?

I've found a few custom features I would like to integrate that ZOHO currently can't perform. The two biggest ones are the Contact field is directly related to the account field. This means that if one contact sends you information for multiple accounts, you can't associate that contact with any more than one account. The Time Entry field is also in the development phase. There's no customization available for it yet, and the default time entry is set to non-billable (Which I would like to change to billable by default, but as of right now is not possible)

Recommendations to others considering the product

Take full advantage for the 45 day free trial. You can have a fully functional helpdesk before making your first payment.

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

I have an effective way to track customer issues as well as track agent performance. While I am not currently utilizing all of the great features ZOHO is offering right now, I know in time I will want to look back on these metrics, and it's great to have them already configured.

Zoho Desk review by János C.
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.

Zoho Desk review by Daryl J.
Daryl J.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk Ticket System"

What do you like best?

We liked the fact that the ticket system worked hand in hand with its own mobile app.

The app was very useful for responding to support tickets on the go, as our support team often work on site to resolve issues as well.

What do you dislike?

Automatic page refresh times within the web GUI could be a bit more frequent, also not being able to paste images directly into the email body was a slight inconvenience for us. We often rely on supplying screenshots to our clients for guidance.

Recommendations to others considering the product

Submit a few test tickets internally before rolling the platform out to users, this really helps with familiarising yourself to the application. There might be a few items that you haven't set up correctly, so it's best to spot this early on.

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

Our support platform was solely email based and we needed to find a solution that would allow us to convert support emails into tickets. The ticket desk now allows to correctly track, respond and resolve any outstanding items without having to troll through dozens of emails.

The biggest benefit is that we can log fixes for reoccurring issues, which will be very useful when it comes to training new staff.

Zoho Desk review by Ben  U.
Ben U.
Validated Reviewer
Verified Current User
Review Source

"Great Software, just needs more documentation"

What do you like best?

Everything works great. We really using it. Once I figured out some of the more complex stuff it has become a super great tool for a good price. Everything is easy to set up and use once you figure out the core features.

What do you dislike?

The documentation is super lacking. You can figure it out, but it takes some time. The basic info on the site just does not really tell you much. And the information you can find is buried way in the support forums. Also, things only run every hour. You can't do it on ticket update or after 5 minutes.

Recommendations to others considering the product

Stick with it. Great options. Very versatile.

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

Helpdesk and CS. We also are able to use it for the 2 basic services we sell. No need for extra CRM or other for me right now. Even able to send out auto emails to make sure to say in their mind.

Zoho Desk review by Garret A.
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.

Zoho Desk review by Tom M.
Tom M.
Validated Reviewer
Verified Current User
Review Source

"Very complete package, great support too"

What do you like best?

The service is very well suited for a medium sized software company like ours.

Minimal setup is required on the cloud version.

It just feels like coming home after trying to build this on a CRM product.

The guys from support are really helpful and clear.

What do you dislike?

We had some issues with the EU domain because we use other products in the .COM domain, but support was relentless in providing us with the best workaround.

Otherwise there is nothing wrong with the product itself.

Recommendations to others considering the product

Take your time to try before you buy

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

For now we use it as a replacement Helpdesk with self-service options. Later we will add the chat and social functions.

Receiving issues from customers is one thing, but being able to follow up in a timely fashion requires some hard work if not supported by the appropriate software. We really found this in Zoho Desk.

Zoho Desk review by Ariel C.
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 Juan Antonio G.
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 Elizabeth H.
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 Joseph L.
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 Douglass C.
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 Ellen G.
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 Avante m.
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 Danial M.
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 Aaron B.
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 Shamyal K.
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 Richard K.
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 NERV C.
NERV C.
Validated Reviewer
Verified Current User
Review Source

"Standout Product in an ever-more crowded field"

What do you like best?

The interface is quite literally among the cleanest and well-designed we've ever encountered. The agent experience is also among the best and is critical to responding to customer demands quickly and efficiently. High levels of customization allow adapting to virtually any workflow. The ability to integrate chat, voice, and sms are extremely helpful. The rating system and the reporting is excellent and the value from the suite of products, as a whole, is truly exceptional.

What do you dislike?

Insufficient control over branding changes.

Recommendations to others considering the product

Highly recommended. Coming from using other Zoho products, Zoho Desk is a gem.

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

The help desk work-flows are the most comprehensive I've encountered. This is by far the best product in its class and when used within the framework of Zoho's other offerings it's hard to find an alternative.

Zoho Desk review by Max S.
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 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 Joan V.
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 Aliza P.
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 Todd G.
Todd G.
Validated Reviewer
Verified Current User
Review Source

"Great solution for a SMB customer support tool!"

What do you like best?

I have been a fan of Zoho's products for quite a while. Zoho Desk is a fresh approach to the help desk system that can be used right out of the box (no learning curve.)

What do you dislike?

Occasionally, I experience slowness on the web page; a simple refresh usually does the trick, though.

Recommendations to others considering the product

If you are looking at other help desk systems, check Zoho Desk (and evaluate it) before you make your decision. I have been very happy with my decision.

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

My customers need a web and email based way to reach my business. Zoho Desk provides that for a very reasonable cost. I also like the integration with Zoho Assist so I can remotely access my customers' machines from within the application.

Zoho Desk review by Raja K.
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 Esteve V.
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 Carlos M.
Carlos M.
Validated Reviewer
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 Rohan P.
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 Jason A.
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 David Y.
David Y.
Validated Reviewer
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 Francesca T.
Francesca T.
Validated Reviewer
Verified Current User
Review Source

"zoho desk? Una vera scoperta!"

What do you like best?

La facilita con cui tutti siamo collegati, nello stesso momento si riescono a vedere le domande e risposte dei colleghi, soluzione ideale per lavorare in team e soprattutto per fornire un supporto ai nostri clienti!

Mi sto innamorando di tutta l'offerta Zoho, un unico programma completo per gestire il mio business!!

What do you dislike?

L'unica cosa che al momento mi manca è un e-commerce, ma spero riescano ad integrarlo a breve!

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

Il nostro problema era avere completa conoscenza delle richieste dei clienti, e soprattutto verificare le assistenze gestite da diversi dipartimenti, con Zoho desk abbiamo una completa integrazione di tutte le informazioni. Inoltre i clienti possono accedere ad un portale e verificare le loro domande piu frequenti.

Zoho Desk review by Ernesto G.
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 Alfredo C.
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 Jake T.
Jake T.
Validated Reviewer
Verified Current User
Review Source

"Zoho Desk Has Seriously Saved My Business & Sanity"

What do you like best?

With so many tools and options out there it was hard to make a decision. I finally figured that I needed to stop wasting time and start improving my productivity. Not only did Zoho Desk do this for me but I was also able to explore all of the additional services Zoho offers making my experience amazing and seamless.

What do you dislike?

I may have only been using the service a short time but so far no complaints! It's easy to use and offers a clean dashboard navigation experience as well.

Recommendations to others considering the product

Be sure to explore all of the Zoho services - I believe your value comes in more when you look at the full benefits package

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

Support request management

Zoho Desk review by Amit S.
Amit S.
Validated Reviewer
Review Source

"Intuitive interface. Amazing Integration. "

What do you like best?

Zoho has done a great job with its various apps to help a business run. We were able to quickly set up Sales IQ Live Chat on our web site. Each chat is automatically created in Zoho Desk where we can follow up with a case in the event the agent needs to get additional information to the user. Its seamless and we look forward to implement more tools at our business.

Support is amazing as they have agents online 24/5. If you require someone to look at your screen to better explain an issue you're having they can quickly take control. Their phone support is also great!

What do you dislike?

Considering Zoho has so many different applications, its a little difficult to choose what you want to use. There are a lot of different price structures so choosing your plans can be a little painful. We considered Zoho One but we didn't want to rack up an $800/mo bill. Right now, we are implementing Zoho in parts.

Recommendations to others considering the product

Prepare your migration. Understand it will take time.

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

Keeping track of customer requests and incoming requests from our web site through Sales IQ.

Zoho Desk review by Josef T.
Josef T.
Validated Reviewer
Review Source

"Trial to switch from SalesForce to Zoho"

What do you like best?

1262/5000

I appreciate the modularity and the price structure.

It's easy to start with the first real impression.

The individual modules offer the possibility to start with the desk first, which in our case is the most important service.

With the connection to the Zoho CRM, however, it is also possible for us to keep the customer data centrally in a second step and thus to avoid superfluous multi-track data storage.

The possibility to process projects individually in one service gives us the freedom to integrate external partners in internal projects quickly and easily. We can also process customer orders outside of CRM as projects and offer our customers an easy way to collaborate in the project.

The data exchange between the individual modules (services) also enables a quick overview of the respective customers in the CRm. Which orders are open, which projects are in which status and are there open tickets that could be discussed during a customer visit.

At the moment we are at the beginning of the evaluation, but at the moment ZHoho is convinced that we will switch from Salesforce to this service, if there is not something else that makes a change impossible.

What do you dislike?

At the moment I would like to interact withOffice365 but it's not implemented as google is at the moment.

the Import of tickets is not so easy from salesforce as it seems. problems with excel format and csv are always around and take some time to find out whats up with.

Recommendations to others considering the product

it's easy to start with.

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

Simple process support

Zoho Desk review by Mario M M.
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 Fernando R.
Fernando R.
Validated Reviewer
Review Source

"Works perfectly for our workflow"

What do you like best?

We like the way that it integrates their Zoho Remote Desktop. It has been so helpful to have all the tools that we need available at hand. It has helped with our workflow, before using Zoho Desk we had to do all of this by email, it made it hard for us to keep track of all of the things that needed to be done.

What do you dislike?

So far nothing. we are still trying to figure out how to use it better on our end.

Recommendations to others considering the product

Try it out, at the beggining it seems a little hard because there is so many features but the more you try it and use it the more you will like it. I would say try each feature to see what works best for you. Personally I'm not using all of the features but probably in the future I will.

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

Help desk issues, computer requests and meetings with our employees on the field.

Zoho Desk review by Adam R.
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 Stephen  S.
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 Consultant in Hospital & Health Care
Consultant in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source
View Original

"Tons of features, fairly easy to use.."

What do you like best?

I loved being able to set up templates for my technicians, no confusions or misunderstandings, just choose the relevant template and hit send.

Giving our customers the opportunity to rate us and let us know what they liked and didn't like about our service, now we can make near-instant improvements.

Keeping track of our tickets is easy with reports, making it much easier to pick up when a ticket has been delayed and what the hold up was..

What do you dislike?

Tons and tons of features, it can be overwhelming to set it all up yourself.

Recommendations to others considering the product

Definitely try the trial for yourself, you get 15 days to play around or even test it out with a sample group. It has a lot of potential, if you put enough effort and time into trailing it I am sure you will see the value of this software.

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

Improving customer feedback times, creating a better relationship with our customers by being more transparent and readily available to answer queries. Improving product tracking and internal communications. I would love to explore other features further in more depth.

Zoho Desk review by Scott H.
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 Abhinav S.
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 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 Sandra E.
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 Divya S.
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 Robert K.
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 Jason S.
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 Thiagarajan R.
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 Jorge Luis V.
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 Ramesh E.
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 Emmanuel D.
Emmanuel D.
Validated Reviewer
Verified Current User
Review Source

"Zoho Review"

What do you like best?

Agents respond better when they have contextually relevant information about their clients. Zoho Desk brings information from Zoho CRM customers directly to the ticket. Even auto suggests possible solutions, all agents can see the information from a single place within Zoho Desk

What do you dislike?

It's a young company so there are some glitches/kinks still being worked out

Recommendations to others considering the product

Zoho Desk helps you automatically prioritize support tickets based on interactions with customers. Filter the incidents based on criteria such as expiration date, status or type of customer. Now you will know who needs more urgent attention or who can leave it for later.

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

Client Support and Knowledge database

Zoho Desk review by Emmanuel D.
Emmanuel D.
Validated Reviewer
Verified Current User
Review Source

"Zoho review"

What do you like best?

Agents respond better when they have contextually relevant information about their clients. Zoho Desk brings information from Zoho CRM customers directly to the ticket. Even auto suggests possible solutions, all agents can see the information from a single place within Zoho Desk.

What do you dislike?

It's a young company so there are some glitches/kinks still being worked out

Recommendations to others considering the product

Zoho Desk helps you automatically prioritize support tickets based on interactions with customers. Filter the incidents based on criteria such as expiration date, status or type of customer. Now you will know who needs more urgent attention or who can leave it for later.

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

Client Support and Knowledge database

Zoho Desk review by Sam K.
Sam K.
Validated Reviewer
Verified Current User
Review Source

"Easy to setup, many features, but too many UI changes"

What do you like best?

Lots of customization available for data fields. Workflows are very useful. Cost is pretty low at $12/month per user. Time entry module allows a lot of specific data.

What do you dislike?

Customer portal is limited. Support is terrible. Reports function limited to always having a time filter of <180 days. No PDF ticket output in a printable format available for customers. They brought in a new UI a few years ago that made everything non-intuitive. The old version was much, much better.

Recommendations to others considering the product

Consider using a home-spun product to save money, or go with a company with better support and more cost.

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

Use it for tracking field service.

Zoho Desk review by Russell C.
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 Keith D.
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 Manikanta K.
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 Kathir V.
Kathir V.
Validated Reviewer
Verified Current User
Review Source

"Economical and User friendly"

What do you like best?

Easy field Creation, excellent work on notification and assigning methods. SMS, Call, Task and Invoice integration are best part. Own domain support is another plus in this software.

Over due notification and dashboard feature will help to target most important ticket.

What do you dislike?

no additional tool to configure Customer portal and limited access to modify field.Some of permanent field cannot be renamed. Customer support should be improved.

Recommendations to others considering the product

Check your requirement and team size. it definitely help you solve your issues in your workflow.

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

we use zoho desk for Home service . Very cost effective and easy to use

Zoho Desk review by Chad R.
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 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 Siddhant M.
Siddhant M.
Validated Reviewer
Verified Current User
Review Source

"Zoho desk platform makes ticketing of my organisation very organised."

What do you like best?

zoho desk provides me a ticketing platform with help of which i am able to resolve my customers queries.

What do you dislike?

Zoho desk is all in all a good platform but assigning of tickets is a bit complicated to understand. i am not able to understand on what basis tickets are assign to who.

Recommendations to others considering the product

ZOHO DESK IS A PLATFORM WHICH WILL YOU SOLVE YOUR CUSTOMER PROBLEMS.

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

With help of zoho desk i am able generate tickets of problems faced by customer. I am able to resolve my customers problems and issues in an organised way.

Zoho Desk review by Holly B.
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 Jasmeet S.
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 Investment Management
Administrator in Investment Management
Validated Reviewer
Verified Current User
Review Source

"Great product for getting organized"

What do you like best?

This is a great product for getting organized and bringing together a customer support team. Setup is simple and intuitive.

What do you dislike?

As far as flaws, there aren't many. There are allot of ways to customize the product for you needs. Typically when a short-fall is met, there is a solution you just need to dig deeper into the many resources Zoho has created.

Recommendations to others considering the product

Do your research. There are many solutions similar to Zoho Desk, but for the price Zoho Desk blows the competition out of the water with the features and integrations that it has.

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

The largest problem we faced was team interaction and ensuring that all client requests were being handled efficiently in a timely manner. This helps us organize all incoming requests and monitor/adjust the workload of our employees.

Zoho Desk review by Joni B.
Joni B.
Validated Reviewer
Review Source

"Easy to Use Helpdesk"

What do you like best?

This is the first helpdesk software my new company has used. It is easy to access and keep track of tickets, and it is easy for the users to submit tickets. I also like that I can see when someone else is viewing the same ticket I am, it helps to not accidentally have more than one person reply to a ticket.

What do you dislike?

I don't really like the way tickets are displayed.

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

We are managing a few hundred users across multiple locations and the ticketing feature is saving many wasted trips on support that can be done over the phone or remotely. It is helping us to stay organized with what issues need to be solved instead of trying to sift through emails with problems.

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 Phil P.
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 Johnny N.
Johnny N.
Validated Reviewer
Verified Current User
Review Source

"A breath of fresh air"

What do you like best?

What I like best about this software is the ability to "Zwitch" from Zendesk to this system and the ease of integrations with our current systems.

What do you dislike?

The SSL add on feature took a long time (over a week). Most of the competitors have this done right away.

Recommendations to others considering the product

This system is a good alternative to Zendesk if you're looking for a new platform to better support your business.

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

Customer self help is a key feature from the KB, and responding to just our Social Media customers in a timely fashion.

Zoho Desk review by Jacinto L.
Jacinto L.
Validated Reviewer
Review Source

"Haga de la atención al cliente lo más importante de su empresa"

What do you like best?

Cuando los clientes necesiten ayuda, esté a su disposición mediante diversos canales: correo electrónico, teléfono, chat en vivo, medios sociales y mucho más.

Equipe a los clientes para que puedan encontrar respuestas a las preguntas personalmente y ayudar a sus compañeros con el verdadero espíritu de una comunidad

What do you dislike?

Zoho Desk entiende la singularidad de su negocio, por lo que le permite personalizarlo e integrarlo en otras aplicaciones.

Recommendations to others considering the product

Desde el aumento de la productividad de los agentes, el cálculo de métricas de rendimiento, hasta el trabajo sincronizado con otras aplicaciones que usa, llegue al centro de las tareas de servicio al cliente

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

Zoho Desk ayuda a reunir a los empleados de diferentes departamentos para ofrecer a los clientes una experiencia de servicio al cliente verdaderamente unificada

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

"Lots of Strong Features"

What do you like best?

Zoho Desk is fast out of the box and has lots of valuable features for a small business. The quick look on inbound tickets is of particular note, because it facilitates faster routing.

What do you dislike?

Some of the set up is too difficult or is not in Zoho Desk, which makes the application less user-friendly. For example, while the Help Center features are great, setting it up is nothing short of a pain.

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

We had no systematic method for fielding inbound customer service inquiries. It was all email based, and as we expanded, our risk of missing important queries expanded in kind. We are using Zoho Desk to more diligent and systematically field inbound customer service inquiries. Hopefully, it will result in better overall customer service from us.

Zoho Desk review by Erol F.
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 Melvin D.
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 Thiago M.
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 Dorice F.
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 Paul Z.
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 Jake G.
Jake G.
Validated Reviewer
Review Source

"It's a great tool to quickly manage customer requests."

What do you like best?

Easy to navigate

Easy to see the rating of each agent

Easy to quickly add a ticket

Checking ticket history is straightforward

What do you dislike?

I really don't have any cons to write about the software. I would like to see more user types. Right now I think there are only 4. Overall I think the product does what we needed it to do.

Recommendations to others considering the product

Give it a try. It worked for us and fit out budget.

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

We were looking to solve some upper management time issues.

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

"Zoho Desk for Start-up's"

What do you like best?

Zoho desk GUI is self explanatory and user friendly.

There is a free trial version where you can customize as per requirement.

The rates are also economical when compared to other software in the market.

It is also incorporating features like BluePrint which is promising.

What do you dislike?

I wish there were more self explanatory videos that can be played during trial version itself rather checking it in youtube. These videos should help a manager set up a help desk easily like adding agents, accounts, setting rules, automating reports etc.

Recommendations to others considering the product

Use the Trial Version First,Based on Experience you decide.

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

Pricing is prorata basis; Pricing per headcount which helps control finance spent of license of zoho desk and use the resources judiciously.

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 Hajra S.
Hajra S.
Validated Reviewer
Verified Current User
Review Source

"Our ZoHo desk tool"

What do you like best?

Covers all department based agents, customers and managers

Once the customization completed it is the best tool to work on it.

We can improve customer service from zoho desk

What do you dislike?

Its pricing is higher than other portals.

Customization is difficult to set according to our requirement

Recommendations to others considering the product

We recommend you to use Zoho desk for customer support representation. Save us from bad customer service.

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

We are using the Zoho desk from pas few months as a Customer support tool in our organization.

Zoho Desk review by Jordanne U.
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 Rachel G.
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 Sashwat M.
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 Emma C.
Emma C.
Validated Reviewer
Verified Current User
Review Source

"Zoho great for customer support "

What do you like best?

Being able to work together with colleagues to tackle customer service questions. We can all see what comes in and then split up the responses.

What do you dislike?

Mobile icons hard to interpret. There was a big learning curve to the mobile app in general.

Recommendations to others considering the product

If you have multiple people responding to customer support questions, Zoho helps keep that organized.

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

Organizing customer support and who has responded on our end, and also allowing others to step in if primary contact is out.

Zoho Desk review by Steve M.
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.

<