Zoho Desk

(468)
4.3 out of 5 stars

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

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Showing 468 Zoho Desk reviews
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Zoho Desk review by <span>János C.</span>
János C.
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Verified Current User
Invitation from G2 Crowd
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A featured customer support software

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

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

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

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

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Zoho Desk review by <span>Garret A.</span>
Garret A.
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Verified Current User
Invitation from G2 Crowd
Reviewed On

A good query management tool

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

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

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

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

What Help Desk solution do you use?

Thanks for letting us know!
Zoho Desk review by <span>Ariel C.</span>
Ariel C.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Zoho Desk almost perfect service

What do you like best?

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

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

What do you dislike?

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

Recommendations to others considering the product

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

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

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

Zoho Desk review by <span>Elizabeth H.</span>
Elizabeth H.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Best helpdesk suite from Zoho

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

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

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

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

Zoho Desk review by <span>Manikanta K.</span>
Manikanta K.
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

Customer Support Tool

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

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

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

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

Zoho Desk review by <span>Joseph L.</span>
Joseph L.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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.

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Zoho Desk
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