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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.
| Company | Zoho Corporation |
|---|---|
| Year founded | 2000 |
| Company size | 10,001+ employees |
| Headquarters | Chennai, Tamil Nadu |
| Social Media |
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| 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.
Compare Zoho Desk with other popular tools in the same category.
User interface and the ease of customizing every aspect of the portal. Easy to implement and integrate with Office 365.
Custom reports have a slight learning curve when creating your own.
Reporting, ticket flow, and customization.
Semplicity in use and customization. Seems to be really fantastic when integrated to 3CX Phone System.
Small differences between Zoho.eu and Zoho.com.
I have been been usign Zoho Desk integrated to Zoho CRM in my company (CONESYS.IT) for 2 years. It mean't a big upgrade in the way we work in the technical helpdesk, with the possibility of integrations to 3CX Phone System , email etc.
Zoho a sido la solucion para llevar mas facil el control de incidentes de mi negocio, es intuitiva, facil de usar y tiene muchas herramientas que nos ha ayudado a ser los servicios de TI mas eficazes y rapidos.
No hay alguna razon por la cual diria que no me gusta
Reportes de usuarios, control de equipos, ampliacion de cobertura
Depth of features. We were able to handle all he channels of customer support interaction in one product. It was up and running in 10 days.
Setting up the system needs expertise which can be had from their support team.
It is becoming the central repository of customer support documentation and interactions. The support and operations team would be using it in cohesion without the fear of dropping the ball.
Easy to use interface Customizable Reports Can easily integrate with all the other tools we have through simple API documentation Easy tutorials
No downsides. Zoho Desk is great for all our business needs.
We were doing all support operations manually on google sheets. Zoho Desk has automated our processes and workflows and also improved efficiency by 45% and provided us with reporting that we did not have.
Me encanta que puedo configurar departamentos y diferentes usuarios que gestionan los tickets de una forma personalizada al área del negocio para ejecutar las tareas con tiempos adecuados
En algunos casos la falta de documentación
Que varios usuarios pueden registrar casos sin necesidad de esperar que el canal se libere, esto agiliza la gestión de casos y además me permite configurar ciertas opciones para la carga laboral de los agentes
It is easy to use and easy to manage user and ticket.
Nothing, everything is super and easy to use. Only desing can be better and that can be done in feature.
Customer support
Very easy to use Easy to implement Features provided are awesome
Nothing to dislike yet. Just need to familiarise myself with the software
Keeping track of our support queries via email and having no analytics at this point in time
Customer support is good and helped a lot to integrate
Documentation for integration can be improved
Easy ticketing, and customer support
The ease and centraliziation of the program! It is compatible with our microsoft teams and is user friendly! We use this program every day so its been great so far!
Nothing to dislike as of right now! We are still in the beginning stages but so far so good.
Centralizing all of our customer communications and tickets in one simple platform