Zoho Desk Reviews & Product Details
Zoho Desk is a longstanding name in its category that offers feature rich automation tools that help make your agents job easier and more efficient. One of their most lauded features includes an AI assistant that can identity repeated keywords and opinions in customers’ text to analyze customer mood and sentiment. Such smart solutions are coupled with auto-tags for tickets. You can also send automated notifications concerning ticket progress, assign tickets to specific agents, and update records via the platform.
| Capabilities |
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|---|---|
| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Zoho Desk Pros and Cons
- There are plenty of reporting features that provide customer insights and agent performance data
- A range of templates are available to help you respond to customers quickly and effectively
- You get real-time insights into support operations
- There’s a good free plan for new users
- The wealth of features on offer can make it harder for beginners to pick up the software.
Features that we likes are: Robust Ticketing System Custom Notification System Multi-channel Support
Dashboard analytics has some restriction
The main problem that we were facing was to maintain a single place for all of our customer queries and that is solved by robust ticketing system of Zoho Desk.
Ease of use. Simple things which makes great differnece in our daily activities. Handling tickets with so much ease and very cost effective for amy company. Integration is smooth with other platforms as well.Support is promt whenever needed.
Nothing as of now. Will let you know if something pops up
The ease of routing tickets to agents as per our product categories.
I enjoy how easy it to navigte zoho and make changes without having to guess what each option does. It makes it extremely easy to jump in heads first and get something runing. This allows easy intergration of pre-exisiting ideas and create a great customer support expereince.
I feel like there isnt enough tutorial videos explaining in depth higher level options zoho is camplable of.
Creating a singular point to funle issues and allows me to keep track of status.
Excellent tool, very easy to use and work with it
nothing, everything works really really good
Our internal service desk
The most helpful thing in Zoho is their automation features, They make our lives and ticket management amazing. Implementation was a breeze and the customer support features are robust
None really, We use it in a regular basis already.
Support and Ticketting.
Improve my customers to open case or get support IM channels
Not much at the moment. It would be good if lower price per user.
Improving customer service and support ticket managing
Tableros de indicadores y conectividad con otras plataformas y productos
Tiene tantas funcionalidades que uno tiende a perderese en ese mar de oportunidades
Orden en la recepción de ticket y costos
Support differet languajes and offer many support for to begin and settings
Zoho Desk can have in the future stronger security and vulnerability choices and stronger remote system intehrated
Customer support, then centralize it's
The ease of addding tickets and the Iterface is extremly user friendly and clean
Not found a downside to it yet. Everythign looks to be well designed and the features and functionlity are plenty
It helps us keep track of issues raised by our users It helps us track the resoltuion time It helps us track the solutions for the issues Good reporting options
Documentation, Convenience of use, Features, Ease of Integration
I find all the required features and support in Zoho Desk
Automating the ticketing system which was earlier through emails
Zoho desk seamlessly integrates multiple channels, ensuring that no customer query goes unnoticed
No significant shortcomings compared to other platforms
Unified Customer Communication, Automated Ticketing are the main 2 features that we use, we where doing this manually before
Interface, formulaires, workflow de gestion des tockets, base de connaissance
Manque une gestion du parc matériel en lien avec les tickets support incidents techniques
Apporter plus de fonctionnalités que notre plateforme actuelle (GLPI)
The ease of use, it's simple to understand how to do things and get others to understand how to use it.
I wish there where a bit more functionality with the social media integrations, for example being able to auto-create tickets from a post comment would be perfect.
It makes it a lot easier to filter out the messages that we need to urgently answer from the others, and have them all in an easily viewable place.
Its very comprehensive. There are tools for our service desk team and well as for providing selfhelp feedback to customers.
This tool was just what we needed and fits well with our team.
Customers are able to reach out with issues, questions and recommendations. Zoho Desk allows us to track and share submissions from our customers. Additionally, we create and publish articles for our customer knowledge base and Zoho Desk makes it easy to update and share these.
Easy to use Ease of Implementation Ease of Integration
Less customer support Complex settings Need to have tech knowledge about ITSM
Zohodesk is automating customer issues and work done to resolve it.
it provides efficiency when working with clients
nothing at the moment. I think it's perfect for what we want to do.
we use it to solve our helpdesk issues .
We like the ease of use, customer support, and number of features.
There is nothing that we dislike. We feel like zoho is so robust that it offers everything we need to power our business.
Zoho desk is allowing me to communicate with my customers in real time as well as provide them a detailed knowledge base.
Integration with calendars to agents can never miss a ticket or appointment!
To be honest we dont have any at this point.
Customer SLA management
The organization and ability to separate tasks
A few hiccups with return email to people who put in a ticket.
Organization of work orders
The software is very flexible and customizable. We have compared with various tools, but looks the best.
Would be nice a set up consultant can support set up the account/procedure and etc.
Consolidates the communicaiton in one platform, and make traking easier.