Zoho Desk

Zoho Desk

4.3
(1,087)
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Zoho Desk pulls in all your customer interactions from across multiple channels into a single, clean interface. You can then seamlessly continue these conversations and help customers easily.

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Zoho Desk review by Rob W.
Rob W.
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"Still using trial, so far so good."

What do you like best?

So far, after only using it for a short amount of time and only testing out its features, I think my favourite part is the possibilities for the workflows. The more we use it I can see us creating many time saving tasks. We currently have a few set up for testing, mainly assigning particular incoming tickets and then closing the ones which are for notifications only.

What do you dislike?

The spam filter is a bit over enthusiastic. When we first linked our emails, only about 60% of them were coming through. After contacting support, we were pointed in the direction of the spam queue (which we had been previously unaware of). It might be worth having this folder become more obvious to new users. Also, It would be good if you could catagorise closed tickets. You might be able to do this with keywords or some such thing but I have not found it yet (though I admit myself that I have not had a thorough search!). This would be very helpful for those tickets which come in that are notification emails for various automated features we use.

Recommendations to others considering the product

There is a free trial to see if it meets your needs and a vast collection of knowledge base articles to help get you up and running.

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

None as of yet as we are trialing it. We are hoping to help tidy up our ticketing system and help with in house communication and collaboration on existing tickets.

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Zoho Desk review by BELEN C.
BELEN C.
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"Reseña"

What do you like best?

En lo personal me agrada mucho la plataforma de zoho desk, ayuda mucho en l a gestión de los tickets y de la asignación de cada uno a diferentes agentes. Me agrada la parte en la que te permite crear varios agentes, diversas reglas de asignación, diversos departamentos. Se pueden agregar productos, rediseñar los diversos formularios de cada departamento, crear reglas de asociación entre combos.

What do you dislike?

No es disgusto, más bien es como una sugerencia hacia el re diseño de los formularios para cada departamento. Podrían mejorar las opciones que hay para elegir entre los campos. Creo que el único detalle que tendrían que mejorar es en la parte de la personalización del portal de ayuda, no se puede editar del todo, ya que al momento de elegir de entre alguna de las opciones que muestra de tipos de tipografia, al cambiarla esta no se actualiza, y no se muestra de manera linda, si no que sale una letra algo primitiva.

Recommendations to others considering the product

Si lo recomendaría debido a que ayuda mucho en la parte de la administración, de poder asignar diversos agentes para atender los tickets, esta muy completo Soho Desk debido a que el portal de ayuda es editable, configurable, se puede personalizar tanto en colores, como en formato de letra, las secciones que deseas se visualicen cuando los usuarios ingresan al portal.

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

La verdad es que ayuda mucho en la administración de peticiones de los distintos departamentos que existen, llevar una mejor administración y comunicación interna, tiempos de respuesta y de solución más eficientes.

What Help Desk solution do you use?

Thanks for letting us know!
Zoho Desk review by Roberto Antonio P.
Roberto Antonio P.
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"An excellent service with a very friendly interface"

What do you like best?

One of the positive aspects of Zoho Desk to highlight is how easy it is to use it due to the interface that it has and that allows to control the tracking that is done to each ticket. The possibility of chatting live with the users facilitates communication. This service allows to track and solve short-term complaints and problems presented by customers.

What do you dislike?

A problem to be solved is that the technical support team is somewhat slow when there is a problem and we decide to contact you. Beyond that problem we are satisfied with the service.

Recommendations to others considering the product

Do not hesitate to acquire this product if you want your company to exponentially improve the service it provides to its customers.

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

No doubt that the greatest benefit that Zoho has given us is the possibility of offering a service that allows us to support our customers and have information before any problem that may arise.

Zoho Desk review by Daniel L.
Daniel L.
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"Great support desk tool"

What do you like best?

I like the way it allows me to organize the tickets, the replay templates, and Snippets, these last ones are great. Also the ability to access some client details from CRM. The chat looks like a great tool but I haven't had the time to test it as I want. If it does work the way we want to, it is going to be a great tool. The potential of Help Center looks promising but I haven't tried yet. Reports are easy to read.

What do you dislike?

Not much. The mobile app doesn't convince me much. I need some integration with IP telephony from within the mobile app. I'm still testing the app.

Recommendations to others considering the product

Give it a try. I don't have much experience with this or other desk tools, but so far it has been much fun and loaded with satisfaction. I think customers have felt a difference in the way they are heard. There are many tools that I think are going to make a big difference as soon as I can implement them, especially the Help Center. It gives me a lot more confidence in how the support departamente is doing its job.

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

The ability to supervise the responses and improve response time. Costumer satisfaction. PKIs. Standardization of responses. Typification of problems to be solved for our customers. The possibility of collaboration in finding solutions to the clients' requests has a lot of potential for our business. Help Center, unexpectedly, can give us solutions to many of our customers' requirements.

Zoho Desk review by Juan Esteban S.
Juan Esteban S.
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"Great platform"

What do you like best?

It is a very interesting platform, which allows to consolidate the image of the company with clients

through the timely management of incidents presented.

It has several options to configure the handling of tickets according to the company's schedules.

You can track the tickets according to their states, allowing you to obtain valuable information for the

generation of indicators.

The only thing seen so far is to have the possibility of more options to filter the tickets creation with a email.

What do you dislike?

It is a very interesting platform, which allows to consolidate the image of the company with clients

through the timely management of incidents presented.

It has several options to configure the handling of tickets according to the company's schedules.

You can track the tickets according to their states, allowing you to obtain valuable information for the

generation of indicators.

The only thing seen so far is to have the possibility of more options to filter the tickets creation with a email.

Recommendations to others considering the product

It is useful, friendly.

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

It is a very interesting platform, which allows to consolidate the image of the company with clients

through the timely management of incidents presented.

It has several options to configure the handling of tickets according to the company's schedules.

You can track the tickets according to their states, allowing you to obtain valuable information for the

generation of indicators.

The only thing seen so far is to have the possibility of more options to filter the tickets creation with a email.

Zoho Desk review by Wilmer P.
Wilmer P.
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"A tool that has helped our organization to strengthen ties with our users"

What do you like best?

The best thing about Zoho is how easy it is to use it because it offers a very friendly interface so that anyone learns to manipulate it easily. Your live chat option allows us to contact users. It is compatible with email, social networks and WEB form.

What do you dislike?

Although the interface is friendly I think it could be something more attractive to look at. Sometimes the aspect also counts in addition to the functionality.

Recommendations to others considering the product

The option of the forums can be more effective than your technical support service at the time of any doubt. Try if you want your free version. It is very good to begin to become familiar with this service.

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

Thanks to Zoho we have been able to strengthen some policies that we have promoted from our organization and that have allowed us to improve our management in order to satisfy the needs of our users.

Zoho Desk review by Hector M.
Hector M.
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"Very easy to implement and overral good user experience"

What do you like best?

It is a full featured application, that helps you organize your customer inquiries and improve your customer communication and service. The user interface helps find every feature easily and is very self explanatory. Don't need too much time understanding how it works. Integration with other apps was a breeze.

What do you dislike?

Not many things I dislike about the product. Probably feel that sometimes some screen take more time than usual to load.

Recommendations to others considering the product

It has a lot of features that help improve processes and customer service. The cost-benefit is great, not many applications gives you as many features. You can be up and running in days. It is better to have fewer agents and leave other backend work in other applications you already own.

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

Customer service, we have improve the time to respond to problems and customer inquiries. Our process is more efficient since we can track SLA times.

Zoho Desk review by Omnia H.
Omnia H.
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"Would definitely recommend it "

What do you like best?

Ability to customize it according to your company needs, it help in a great way to monitor agents performance, response time and other KPIS particulary important to improves your service level. Also the ability to automate the workflow is another awesome thing i like about Zoho.

Also Zoho provides excellent after service support, your account manager will guide you through the implementation process and will support you by phone and email whenever you need any help. Not only provide the solution but will follow up after that to make sure it meets your needs

What do you dislike?

iOS store reviews not integrated yet and instagram inbox, it would be great if Zoho can include both soon as most of the business now are using these channels to reply and intercat with their users , wish they can find a solution for including it soon

Recommendations to others considering the product

To go and start a free trial , they will love it for sure and they can choose a plan that suits their needs with resonable price.

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

Replying to users feedback on Emails, live chat, and social media in a timely manner and through one dashboard, it's easier to manage all using the same application. it keeps all neat and tidy and enable you to generate more accurate reports easily

Zoho Desk review by Rob S.
Rob S.
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"Zoho Desk Review"

What do you like best?

I like the Zoho interface. Zoho is doing a really good job at integrating all kinds of different required business applications into one comprehensive suite of products. With wonderful free trials, and free levels of service. The Zoho Desk platform is a great replacement for Jira and is well on it's way to being a great system.

What do you dislike?

I dislike the fact that I cannot set a custom ticket number series that contains letters. Jira has a custom key function which prefixes your space name. Example: CDSCDC-1001. This feature is an important in a ticketing system to help differentiate tickets between departments/organizations. Also being able to remove some of their defined "required" fields would be good. I don't necessarily need to associate my tickets to a "contact" all the time and if there is a way to make this not required, it is not easily apparent.

Recommendations to others considering the product

It is worth checking out with a free trial and seeing if it will work for your Help Desk Solution. Zoho is heading in the right direction with their support tools.

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

Zoho is providing a good ticketing system, with simple to understand API functions that allowed us to integrate Zoho ticketing into our SQL Server platform. This allows us to have our SQL Servers auto open tickets when failures occur. This is great. Also, the free tiers of service are WONDERFUL for small businesses and will cause us to more than likely upgrade with Zoho in the future.

Zoho Desk review by Peter D.
Peter D.
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"Zoho Desk is the only help desk solution we found that doesn't mangle emails"

What do you like best?

The number one 'feature' that attracted us to Zoho Desk, after trialing a LOT of other systems, was how well it deals with the email communication between us and our customers. All the other systems have 'Reply above this line', or mangle any 'in-line' replies that customers might make... or any number of other frustrating ways that make it obvious it isn't a straightforward email conversation. Zoho Desk has absolutely nailed what other help desks obviously struggle with. Since we got in and started using it in anger, I also love the ease and simplicity of recording the time taken on each support ticket; the automated workflows;

What do you dislike?

The configuration and setup can be quite confusing, because there's so many options. For example, I still haven't figured out how to NOT have every agent listed as the CEO of the company! On the flip side though, the extensive ability to customise Zoho Desk means that if you can think of something you want it to do, there's probably going to be a way... and the online help articles are great.

Recommendations to others considering the product

If providing email support to your customers is important, Zoho Desk is hands down the best tool for the job.

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

We were struggling to keep on top of help and support requests in a shared email inbox. We liked the ease and simplicity for our clients to be able to just email in, but the management of those support requests was becoming increasingly difficult with every additional customer.. Zoho Desk's parsing and manipulation of emails is almost as good as any web-based email system... and you get all the added benefits of a kickass help desk.

Zoho Desk review by Colin M.
Colin M.
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"Zoho Desk - A fully-featured help desk support system"

What do you like best?

- Comprehensive ticket system

- Supports multiple agents

- Internal and external users

- Knowledgebase

- Communication options

What do you dislike?

- Takes quite a bit of configuration

- Branding email templates was problematic

- Some reports could be better

Recommendations to others considering the product

There are many options for help desks these days, but few have the features of Zoho Desk and none can match the value, especially if you are a Zoho One subscriber. Try the trial version to see if this is suitable for your organisation. It supports all the required support team features - agent delegation, escalation, exception reporting, KPI reporting, etc. It is easy for users to understand and there are many options for raising a ticket - email, web form, social media, telephone. Zoho Desk automates the communication and reporting so agents can get on with resolving problems to the customer's satisfaction.

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

If you provide support to a large number of users, you really need some tools to automate, record and manage the process. Zoho Desk is at the heart of our helpdesk for internal and external users. It makes sure issues are properly recorded and dealt with or escalated quickly. Zoho Desk's reporting features gives clear visibility over the performance of the support team and customer satisfaction. Zoho Desk has been useful to demonstrate compliance with SLAs.

Zoho Desk review by James P.
James P.
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"Zoho Desk Professinoal - A Very Flexible Helpdesk"

What do you like best?

- Allows Custom fields

- Allows Custom reports (including reporting on the custom fields)

- Allows notes on sub-tasks

- Has multiple 2-factor authentication options

What do you dislike?

- Support seems a bit slow (around 2 business days for a response in my experiences - not sure how this compares to other helpdesk vendors)

- Reporting on multiple modules at a time ("child modules") can show duplicate records (this is by design by Zoho and is counterintuitive when designing a custom report)

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

Tracking Helpdesk tickets and time as well as internal issues. The use of tasks with their own set of notes allows most information about an issue to be contained inside 1 ticket. The ability to use custom fields and report on all of it gives good management overview into the situation at any given time.

We moved from Freshdesk due to the inability of Freshdesk's Blossom plan to provide us with custom reporting. Of course, we could have upgraded Freshdesk (it's a good product) but the other big advantage of Zoho Desk is that ability to put comments against a task, instead of having 3 tasks and all the comments jumbled in the main ticket. Both are good products, but Zoho was more flexible for us.

Zoho Desk review by Mubashir T.
Mubashir T.
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"Best support desk i have ever used"

What do you like best?

Easy to use and train staff the blueprinting is really amazing which allows us to guide staff through our company process. With Zoho we went from keeping everthing in our inbox and heads to having a clear path to completing tasks as required. From what we have seen thus far we have not even scratched the surface of what ZOHO desk can do. The support from the team has been great as well, assisting us where we need and the knowledge base is robust. We also love the integration with their other products specifically the Sales IQ integrations.

What do you dislike?

The mobile app needs some work but will get there. We are also trying to learn the API integration modules which will allow us to automate certain processes into our 365 enviroment this does seem a bit tricky as we cannot a solution as to how, it must be said that we have not contacted their support regarding this issue.

Recommendations to others considering the product

I would suggest you implement this product with immediate effect, the streamline and ability to monitor and manage staff and projects is brilliant

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

Faster response time to clients, spending too much time on a client, we now have a track of every single second spent on a client and now know how much money we are losing with out of scope requests. In the past we would lose track of our clients and what is due, using the ZOHO Desk in conjunction with Microsoft teams both our internal and external processes are now managed digitally with full track records on everything.

Zoho Desk review by Umesh S.
Umesh S.
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"Zoho Desk - Best Support Cloud Based Desk"

What do you like best?

Easy to use and train staff

Comprehensive ticket system

Supports multiple agents

Internal and external users

Knowledge base

Communication options

Users / Customer Login

What do you dislike?

The mobile app needs some work as some Customization are not flowed in app.

Email Customization required in regards to font, color.

Nowadays, all customers communicate using whatsapp application, there is no integration yet with whatsapp, then we have to copy-paste the message from the mobile and create manually a ticket.

Recommendations to others considering the product

Try it, it's one of the most organized platforms I've ever seen to serve customers, it also provides you with a lot of information and many options.

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

Provide fast solutions for our ERP user requests in regards of support or new development.

Answering to all my customers.

The benefit for us is to keep track of all cases and who they are assigned to and also adds a professional look to our company.

Zoho Desk review by Konstantin D.
Konstantin D.
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"That's the best of all solutions I tried"

What do you like best?

My favorite feature is automatic suggestion of pre-defined answers. The system analyses contents of the ticket and suggests the best answers/templates. Next my favorite is a feature to quickly insert text Snippets into message body - you can type a sequence of characters, hit TAB and it inserts pre-defined piece of text. This really saves time! Another killer feature is Blueprints. It's long to write about it, but it is really powerful. I also like very much how UI is organized in general and the ability to do many things with keyboard shortcuts.

Before trying Zoho Desk I did tested a lot of solutions an I have something to compare with. Zoho Desk is my favorite one.

The Zoho Desk platform is constantly improving - I saw several updates (new features) coming regularly. To be honest, I haven't had time to investigate all their features yet. I haven't tried their AI assistant yet and looking forward to give it a test!

What do you dislike?

The weak place is mobile app. I didn't found a possibility to use pre-defined answers in mobile app (I tested the one for iOS). I hope this feature will come up soon!

Another disadvantage I found - it is hard to control Anti-Spam. In particular, it is impossible to create a spam filter, which defines message as legitimate (and thus, avoid it marked as spam). Still it is possible to mail a request to Zoho's support team and disable Anti-Spam feature completely).

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

I am solving problem of delivering best user support service for our software product. Delivering good support service is essential for software product to grow.

Zoho Desk review by Adela F.
Adela F.
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"Very Easy and not complicated at all."

What do you like best?

Its easy to manage tickets, administrators could easily control them, reports are also easy to generate. They make it easy to move around and the overall interface is very simple its not hard to understand its very good for beginners. It doesn't require a lot of work to put in.

What do you dislike?

I never had any problems, receiving emails and shooting them out. I love it its easy to use. This program is awesome and gives the buyer a variety of services such a business needs. Thanks to ZOHO!

Recommendations to others considering the product

I will continue to recommend such program to my friends and family business partners to. ill continue to use it because of the value of it gives us, this program without a doubt is worth it. Beginner user friendly program!

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

WE have made this into our processes so people who process a request its easily and rapidly sent to us to be reviewed. I see the potential this has to revolutionize our department.

Zoho Desk review by Leah S.
Leah S.
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"Best ticketing system!"

What do you like best?

It is an intuitive tool easy to learn and use, especially for agents with very little knowledge, can identify improvements in processes, easy to license, useful for case management and customer service oriented. you can easily see indicators and measure management in real time.

It allows us to easily identify which cases are about to expire, which helps us to identify the root causes of failures or opportunities for improvement.

One of its best features it's the time tracking tool, also the reports... You can always check everything so easily.

What do you dislike?

I have nothing to say. Every feature I've tried it has worked perfectly fine! It is the perfect tool for handling and managing reports.

Recommendations to others considering the product

Try it, it's one of the most organized platforms I've ever seen to serve customers, it also provides you with a lot of information and many options.

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

Provide fast solutions for our clients's requests.

Zoho Desk review by Derek C.
Derek C.
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"Unpleasant from Development standpoint"

What do you like best?

Seems to be a fairly good ticketing system for internal users and people who just want to get started with something fairly easy to implement.

What do you dislike?

The API sucks, there is no support for accessing end user data or posting data as an end user unless you use the SDKs which I haven't tested. When developing cross platform the API is lacking a lot of features. Understanding that a user is not the same as an agent and neither is the same as a help desk user is unfortunate and undocumented. Many features to implement the simplest tasks must be tested since the API is not documented well.

Recommendations to others considering the product

Great if just using as a ticketing system horrible if trying to develop for the platform from the perspective of an end user.

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

Just using it as a test development platform for a customer that uses Zoho Desk.

Zoho Desk review by Rachel A M.
Rachel A M.
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"Their interface is amazing "

What do you like best?

The software is simple and easy to use with the ability to customize it. The main objective of the software is mainly to manage the customer service, but in my case, I used it for the internal system of issuing newsletters so that the employees keep informed of everything. Zoho Desk contains a client portal with minimal functions necessary to send and view requests. I can customize the colors and tabs names and views. It contains many views and lists of reports in multiple filtering options.

It is easy to track tickets, as an administrator you can easily control tickets, generating reports is a simple task. They have an intuitive portal for the removal of their tickets.

What do you dislike?

I have never had problems configuring it, to receive emails and to send emails. I like it is very easy to use. This platform is excellent and offers a variety of services that the owner of a business needs. Thank Zoho

Recommendations to others considering the product

In general I am and I have been very happy with Desk. I will continue to recommend to my acquaintances and colleagues and I will continue using it because of the value of what it gets, without a doubt, it's worth it. Customer service User-friendly functionality

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

We have implemented this as part of our processing department to process requests and send information bulletins related to technology. I can see the potential to revolutionize and rationalize our department.

Zoho Desk review by Cameo M.
Cameo M.
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"Zoho was the best fit for my support needs!"

What do you like best?

I really love the time tracking tool and the flexibility to enter and modify time entries. I use it to help generate time reports for my hourly-rate projects and clients. The predefined reports are very useful. Entering a new ticket is very easy. My primary reason for trialing Zoho Desk was because I needed a help desk with a customer self-service portal. While most Help Desk offerings provide a Customer Self-Service portal, Zoho was the only one that offered this service for FREE, with no time limit, for companies with 3 agents or less. Once I trialed it I found it provided additional features that would help my productivity.

What do you dislike?

Some of the controls are not intuitive. For example, I had entered a default billing rate when I was poking around in the system. However, when I needed to change it, I couldn't find it, even though I used the Search tool. "Forwarding" a ticket into the system via email is a little cumbersome as a difficult-to-remember snippet has to be added to the beginning of the email.

Recommendations to others considering the product

I use the time tracking tool for my internal projects as well as for tracking billable time for clients. Time tracking is only available with the "professional" version of Zoho. But Zoho's professional version is the least expensive of all the comparable Help Desk software that I researched. So if time tracking is important for your business, Zoho is the most affordable.

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

Tracking time spent on both billable and non-billiable projects has been made easy. I just run a customized tickets report for a particular client before I create an invoice for that client. When I create a time entry I write a brief description with each entry. I customized a report to show the time entry descriptions. This makes it easy to for the customers to see what I did with the associated time. But most of all, I have peace of mind knowing that both customers and myself can see the documented work we have collaborated on and can easily find our work history in the self-service portal, and not have to depend on email strings for this information.

Zoho Desk review by Timothy S.
Timothy S.
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"First time using a help desk"

What do you like best?

I like the fact that Zoho Desk is so easy to set up. Likewise, the fact that it integrates with the other Zoho suite of apps makes this a great tool to enhancing customer experience as well as streamlining operations.

What do you dislike?

So far, I can't say there is anything I dislike about it. I guess I just found it hard to add agents for some reason or another. I have to keep resending and resending the invite.

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

I am looking to enhance customer experience as well as provide a systematic way of tracking trouble tickets or customer concerns. So far, with Zoho desk, we have a higher chance of resolving all customer issues that come our way as the old way of going through a zillion mails in our inbox is just too time consuming and the possiblity of missing something is so high.

Zoho Desk review by Alejandro M.
Alejandro M.
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Facilidad y Flexibilidad"

What do you like best?

Es una herramienta intuitiva de fácil aprendizaje y uso, en especial para agentes con muy poco conocimiento, Permite identificar mejoras en los procesos, fácil de licenciar, útil para la gestión de casos y orientada al servicio al cliente. se pueden ver indicadores fácilmente y medir la gestión en tiempo real.

Permite conoce y realizar la traza de cualquier caso que se este atendiendo y permite conocer todas las tareas realizadas por cada uno de los participantes del proceso. permite la atención de tickets a través de diferentes canales. También permite identificar fácilmente cuales casos están por vencerse, los vencidos; lo que nos ayuda a identificar las causas raíces de las fallas o de las oportunidades de mejora.

Se facilita enormemente el proceso con la gestión de notificaciones y permite tanto a los usuarios como a los agentes estar enterados del estado de los casos y hacer la gestión oportuna de los mismos.

What do you dislike?

No esta completamente en español lo que limita los agentes que no son bilingues.

Recommendations to others considering the product

Como oportunidad de mejora seria excelente si se puede mejorar la integración el directorio activo, evitando la creación de un subdominio y también estimamos corto el periodo de evaluación y pensamos que para tener una mejor visión de la herramienta y del completo potencial de la misma debería tenerse al menos tres meses

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

la centralización de toma de pedidos de cliente, también se aumenta la calidad de la información

Zoho Desk review by Jonathan T.
Jonathan T.
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"Ticketing system"

What do you like best?

This is my tird ticketing system that I use in 5 years and Zoho Desk is very useful!

I realy like it! The system of auto timer is very great, I very love it to charge my customers. I have integrate as well the Zoho Invoice so I can make facture right from the ticket of my customer, to I gain time! This is very fun to use. I safe time in my working day. I can safe time in futur to show how to use my Desk to my futur agents. The support service is great as well, I have sent them many emails and they have reply to me very fast. We have even had calls and chat together and I have share my screen to get the best help that I was needed.

What do you dislike?

There is some things that I don't like but I have find some other way to done the task. However, I'm sure they will release new features in short time. But I can say the it is hard to merge ticket if they are not in the same list in front of you view. The iOS app this is not possible to merge ticket. This is not even possible to make macro, only from the web version. This is hard to set up when you are use to use another ticketing system because I had everyting setup and when you change to another one you want this setup fast.

Recommendations to others considering the product

Useful

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

Answering to all my customers.

Zoho Desk review by Jacob G.
Jacob G.
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"Works well, nice way to record and organize our school tech tickets"

What do you like best?

Ease of use, once you have an account Zoho is easy to use. Fast way to communicate with other tech people not in your building, yet clear communication for each ticket. Far better than communicating issues over email.

What do you dislike?

I had a few teachers tech tickets put into the spam/trash folder. There was no reason for this to occur. This caused their tickets to not show in the open tickets que.

Recommendations to others considering the product

Once up and running it works well. I did experience quite a few problems in getting my account to work in the first place. Once my login worked, everything has been great other than the few tech tickets that Zoho placed into the spam folder.

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

We use Zoho to manage our school district's tech tickets. Tickets can be assigned to IT staff, and all the information can be tracked, organized, and displayed various ways. Zoho has been a great tool for organizing and tracking our tech tickets.

Zoho Desk review by Rylee P.
Rylee P.
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"Zoho Desk is a very economical solution to ensure uninterrupted and unrivaled customer service"

What do you like best?

You can set rules based on time and/or conditions which give you the ability to tune all the functions of your system to just work the way you need it and in the time you need it Great way to edit files, free business email service is great service, the 5 user limit but you can get more when you get referrals. Zoho Vault is a tool we use alot with many teams to store and share passwords securely. Software UI Design is beautiful. Functionalities such as automatic ticket opening is amazing. The customer don't have to connect on your portal to create a ticket. They have just to send an email to the support email id that you define This is constantly evolving and new powerful features are being added in continually. It is now quite extensible and boasting tools like multi-users workflows, escalation in CRM leads, internal and external knowledge bases and seriously enterprise level chat.

What do you dislike?

Nothing as such and backend developers keep updating regularly. Nothing to complang much here. Interface should be improved to quicly add all information. Ready to Use reports should be added more. Sorting functions such as removing or filtering spam are hard for ZOHO Desk. Everything can be initially messy. When searching through prior tickets, I wish there were more filters than just "Relevance" and "Modified Time".

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

all it related requests

Zoho Desk review by Kirk H.
Kirk H.
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"Has many of the features typically found with more pricey competitors"

What do you like best?

First off, it is pretty intuitive. We spent very little time looking at documentation or contacting them for assistance. We were up and running in a couple days. The user interface is very straight forward and our team was able to easily create and manage tickets. The Customer Portal is also very easy to understand and use.

What do you dislike?

Like some other competitors, there are limits to how much flexibility is there unless you pay more. Still, at the lower price, there was enough customization and configuration to meet our needs for now.

Recommendations to others considering the product

Definitely a less expensive alternative to other systems out there with the same capabilities. Ease of use and straight-forward configurations make this a great fit for smaller to mid-sized companies.

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

We handle technical support questions and issues that come from our remote facilities - who we have set up as customers. It helps a lot in giving them transparency and communication with the issues that they have reported.

Zoho Desk review by Maurice M.
Maurice M.
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"Ease to Use"

What do you like best?

Here at IT & Beyond we like to comfortability and ease of uses with the software. I really like how the software is very customizable of us to make changes on the fly. Adding our domain was very easy to do with the knowledge base and 1, 2, 3 steps to get it done. We so love how the Welcome Portal comes ready to go. All we need was to set it up and send to our users.

What do you dislike?

The Dislike about the software would have to be the sometimes confusion of titles. There are times when you look at a title and that title is not detailed enough to know what is under the drop-down list. ie. If you need to add a need admin user you should be able to do it from the user drop-down list by just clicking a button but no you have to go to users and control but you would think that is where you add a new user as in clients. Also I emailed support and never heard from them about my SSL cert

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

The benefit for us is to keep track of all cases and who they are assigned to and also adds a professional look to our company.

Zoho Desk review by Silvio C.
Silvio C.
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"Parece que vai servir"

What do you like best?

Quero testar o software de suporte ao cliente antes de me decidir pela ferramenta definitiva e o Zoho Desk me deu essa opção. Tem muitas ferramentas para configurar já na versão de teste e a versão free tem muitas opções também. Comparei com algumas outras ferramentas e decidi pela Zoho por ser mais barata, mais clean, com mais opções de ferramentas na versão de teste. Como é para um teste inicial, teremos poucas pessoas cadastradas e não precisava fazer um grande contrato agora no início.

What do you dislike?

Muitas informações ainda estão em inglês, mesmo eu alterando a língua para português do Brasil. Algumas configurações eu não consegui mudar, como nomes de categorias e das prioridades.

Recommendations to others considering the product

Comparado a outras ferramentas, dá mais opções de ferramentas e personalização desde a versão de teste.

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

Quero centralizar os chamados dos usuários (B2C) e dos clientes (B2B) em um único lugar. Também quero criar um histórico de CRM dos atendimentos, unindo os dois tipos de atendimento.

Zoho Desk review by Tracy B.
Tracy B.
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"Powerful Tool with a few weaknesses"

What do you like best?

Zoho Desk is an effective way of keeping track of cases and tasks. For the great price and easy setup, we would recommend it. We just modified our procedures around how we bill things out and it should work great for us. It also ties in to Zoho books!

What do you dislike?

They billing functionality and billing reporting etc is a little on the weaker side. Getting the links to zoho books was a little quirky at first but once you figure it out it does the job!

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

We are hoping that it solves our lost revenue in time tracking weaknesses. We will be billing on a case per case basis which will hopefully be rid of the massive days worth of billing at the end of each month. It should also keep our cash flow a bit more consistent.

Zoho Desk review by Javier M.
Javier M.
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"Reliable Help Desk tool"

What do you like best?

This platform is a friendly web software to track customer incidents and request, with a full SLA management, Knowledge Base for common problems, escalation levels to improve customer service and affordable solution for any company no matter what size. We love the mobility so using Zoho Desk from the mobile phone is the best.

What do you dislike?

Nowadays, all customers communicate using whatsapp application, there is no integration yet with whatsapp, then we have to copy-paste the message from the mobile and create manually a ticket. Although there have integration with some telephony partners, the offer is still low and we can´t use in our country.

Recommendations to others considering the product

Just start to using in the trial version and you will see how the productivity of your technical department starts to grow.

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

My business can handle more effectively all the customer calls, when reporting an incident or have a request on the service we provide. IS very comfortable to have interaction with the final user through different communication channels. We are more close to the customers, and having faster response to their petitions.

Zoho Desk review by Holly S.
Holly S.
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"Easy to adopt, easy to use."

What do you like best?

I can say that I like Zoho because they include the automation function, the integration functions and the account management tools. Automation tools allow fast and easy control of tickets, which means they can be divided into the appropriate areas and distributed to the right departments within your organization. Integration features allow you to seamlessly synchronize between your CRM system and the Helpdesk, which means duplication of administration and fast connectivity between the two.

What do you dislike?

Great functionality and ability to customize all aspects of the ticketing system, such as the ease of configuration and the number of functions provided by the system. We were able to successfully configure the system to work with our support email and to create tickets with each new email that improved productivity and facilitated the tracking of all tickets and prevented us from having to copy all the information on the platform. zoho desk There have been minimal problems with the configuration and, in general, it is a reliable system to use

Recommendations to others considering the product

I can recommend it to start clients who are working hard to add professionalism to their brand without having even the cash flow. Having a great email server that grows with the business is a great benefit.

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

it helped us to incorporate CRM and avoid the risks that imply a large initial investment and the resistance of the interested parties. In addition, the entire set of integrated products gave us the possibility of a single backend for all business needs. It's easy to get started with it and integration with the available business software is easy. Channels can be configured with minimal effort and APIs are well documented and easy to use. The immediate integration with CRM, billing and marketing is a great help to cover all interactions related to customers.

Zoho Desk review by Assem M.
Assem M.
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"Excellent and easily deployable solutions"

What do you like best?

Easy deployment allowed us to resolve a critical issue.

What do you dislike?

Pricing was a pain, particularly for startups.

Recommendations to others considering the product

Our initial use of Zoho desk was atypical, it was not used by our clients to comment to our help desk, but rather used by us to communicate to our suppliers and developers.

In the future I see other uses, as in being a link between our social channels, website on one side and our agents and CRM on the other. This would allow proper documentations and assignment of briefs and requests to agents as well as timely tracking that is both linked in the CRM as well as the other tools we are using,

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

Managing dependencies and issues across multiple vendors was an issue we have faced, by deploying zoho desk we improved internal communications and transparency.

Zoho Desk review by Melissa A.
Melissa A.
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""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.

Zoho Desk review by Juan V.
Juan V.
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"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

Zoho Desk review by Kevin S.
Kevin S.
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"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.
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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.

Zoho Desk review by Daryl J.
Daryl J.
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"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.
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"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.
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"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.
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"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 Rafael F.
Rafael F.
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"Very good help desk alternative"

What do you like best?

It's easy to use and meets all my company's requirements. After a while playing around I could have a whole help desk system running, even before my trial period expiration. I'm very satisfied with the result and my customers are already seeing the difference.

What do you dislike?

I haven't found any problems or downsides so far. It just took a little bit of exploring in order to adequate the software to my needs.

Recommendations to others considering the product

It's affordable and easy to customize. It may not be the fanciest or more integrated to other services, but it was my choice for it low cost and simplicity.

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

I'm implementing a help desk to organize my customers requests and bug reports. Zoho Desk was my choice for its affordable price and ease of customization.

Zoho Desk review by Peter K.
Peter K.
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"Zoho Desk a Great Support Ticketing System"

What do you like best?

Zoho Desk is great because it has lots of settings that can be customised, so you can fine tune it to work exactly how you need it to.

The ability to gather customer feedback is great as well as the reporting function.

Plus the pricing is simple and affordable.

What do you dislike?

I would like the ability to completely turn off the customer help-desk web portal and just have it based on email tickets.

The ability to not allow the agents to close tickets with the option of no feedback from the customer.

Recommendations to others considering the product

We preferred this to ZendDesk.

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

We are using the product to improve communication with our customers and gather feedback on how we are doing.

We are seeing an improved response from our agents.

Zoho Desk review by Ariel C.
Ariel C.
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"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.
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"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 Sara S.
Sara S.
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"Overall the helpdesk helps us to manage our customers queries"

What do you like best?

The reporting feature and the automation of tickets is very useful.

Having different levels of agents and being able to oversee what they are doing is great.

Support staff have been quite useful in helping us get up and running.

What do you dislike?

The ability to remove some fields in accounts and tickets is frustrating as we would like to bespoke titles more. We had previously set up on a US server and had to migrate to the EU. We experienced a long delay in these data migration process due to Zoho experiencing some technical difficulties on their side.

Recommendations to others considering the product

Extremely useful tool to record and report customer queries and complaints

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

We are able to track our customers queries and provide them with quick and efficient answers

Zoho Desk review by Mitchel J.
Mitchel J.
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"Amazing program"

What do you like best?

The layout is very clear and all seems to be descripted carefully. But searching through settings and get started is a bit harder to find.

We want to use Zoho as CRM as well, so we try to solve using different systems and so we know what is happening and what the issues are from our customers.

What do you dislike?

Many options and it takes a while to setup. searching through settings and get started is a bit harder to find.

Recommendations to others considering the product

More help to get started / easy step by step guide

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

We want to use Zoho as CRM as well, so we try to solve using different systems and so we know what is happening and what the issues are from our customers.

Zoho Desk review by Victoria G.
Victoria G.
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"Flexible y adaptable"

What do you like best?

me gustó mucho que es una herramienta intuitiva, que permite el rápido aprendizaje para los agentes, para nuestra prueba no son personas senior, lo que sirvió mucho que fuera flexible. nos permitió identificar mejoras en el proceso establecido de atención al cliente

What do you dislike?

no esta completamente traducido, mis agentes no son bilingües y fue una barrera, también creo que es importante permitir la configuración no solo de casos como clientes externos sino internos, ya que mi sector hace que mi equipo de servicio sea integrador de públicos

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

centralizamos la gestión de toma de pedidos y novedades del servicio, aun estamos identificando las eficiencias de esta actividad, ya que el esquema actual esta diversificado en 12 personas en el país, evitando el control de la calidad de la información

Zoho Desk review by Elizabeth H.
Elizabeth H.
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"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 Raptor H.
Raptor H.
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"Amazing service!"

What do you like best?

Nearly everything!! No I mean everything! There is nothing to dislike about it! It is the perfect helpdesk and I will use it forever! My clients and agents absolutely love it!

What do you dislike?

In the free edition of zoho crm, you can add only one from address. That's fine but due to a bud even if you delete and add another address, it will show that one slot has been used. Please upgrade your edition. To get it fixed you just need to contact zoho desk support. They will solve the problem within one day!

Recommendations to others considering the product

Use it. You wont regret. For sure!

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

I am solving the greatest problem of mankind-time management and yeah zoho desk is a must for any business !

Zoho Desk review by Joseph L.
Joseph L.
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"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
4.3
(1,087)