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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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| 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.
Easy to manage,availability and good customer experience that help to mitigate issues and challenges.
Alot of sign in steps while trying to create an account and during the log in process.
Am learing customer management and Zoho desk has come in handy
Amount of features and automation is huge, what make the software very very flexible, integration with all other Zoho applications is seamless. Huge amount of customizations.
The UI is a little old, for Bots support if you want support for all channels need to purchase also the ZohosalesIQ. No option to color format the tickets according to different parameters.
Currently we have multiple channels to give our Customer support, with Zoho Desk we can support all channels from the same software, also there is a lot of automation and Bots that save a lot of manual work.
The most helpful feature was layout customization that helps the CRM & Operations team to add the pin points as per their need. Apart from this the email reply to the ticket created was most helpful.
The main issue was that it has limited the scope of customization with pre-enabled required fields that isn't disappear as per the need of the user/team. If it would be available then it would be much better.
The main issue that solved by this Zoho Desk is that it helps to connect the clients with the operations team in a more responsive way witout attending too many calls.
Tiene todo lo que se necesita para la gestión de la empresa. Los módulos se enlazan perfectamente para lograr los objetivos de administración y gestión de recursos. El nivel de optimización que logramos al implementar Zoho en la empresa fue relevante.
No hay algo que me disguste en realidad, las configuraciones son más sencillas de realizar que en otros CRM o herramientas de gestión como Zoho. Podría mejorar la interfaz de usuario y sería un valor agregado impresionante.
Se resolvieron problemas de medición de apertura, gestión y cierre de tickets; además de que se canalizaron los casos de acuerdo a áreas específicas y priodidades por urgencia.
Simple and easy to use. Has inbuilt forms to capture client details.
Have not figured out that yet. Will use extensively and provide more updates
Streamiling our process
It´s very simple to use, with great UX and the follow up is easy to use.
nothing at the moment, every feature that we need is available.
We needed a tool for start register the tickets that we receive of our clients.
The user experience is really very friendly, like all Zoho products.
The truth is that I have no problems with the tool so far. Perhaps an integration with WhatsApp would be interesting.
I use the help center and the support ticket to resolve queries from my clients.
Features like Approbation, Notifications & Mobile Apps are very uesful to enhance our efficience
Didn't see ways to connect with other tools from Zoho
More proximity with our communities
My task was to find the optimal helpdesk service for my company in terms of price and quality. I compared about ten programs and chose zoho. Here in the professional version is everything that our company needs for an affordable price, including through the use of “light agents”.
not enough explanation about part of features
It allows to improve the company customer problem handling
One of the standout features of Zoho Desk is its automation capabilities. We can set up predefined workflows to streamline repetitive tasks, such as ticket assignment, status changes, and email notifications. This automation has significantly reduced our response times and increased overall productivity
lthough Zoho Desk offers various integrations with other Zoho products and some third-party applications, some users have expressed a desire for more extensive integration options, particularly with popular CRM systems or other specialized tools they may be using.
The built-in knowledge base is a lifesaver! It empowers our customers to find answers to common queries on their own, reducing the volume of incoming tickets and freeing up our support agents to focus on more complex issues.