Zoho Desk Reviews & Product Details

We can pull all our support queries from multiple sources into one dashboard. It makes things so much easier

I found having to set up email forwarding a bit tricky

All our support queries from email and social are available in one place. It saves us so much time and ensures that we don't miss anything

Zoho desk is offering us all the features we want. From Real Time ticket creation to integrating the support portal in our application.

So far we are enjoying using zoho desk in our organisation.

Zoho desk is helping us increase our support team productivity and allowing us to manage different categorues of issue at one place with response and resolution escalation matrix.Kudos to zoho team

I like the pricing policy, you can start just for free and take some time for discovering the product. The second part is that this is customizable, has a marketplace with additional tools

I don't have a lot of experience with that system. Most likely it has a cons, but from the very first point of view it's fits out needs on 90% so more than enough.

Ticket tracking Reports for customers. Audit and analytics. that it. why do I need to put here more characters? dump think I said all. Okay I can sing a song here

>Easy to use and integrate with existing tech stack. > Fairly broad feature set.

Nothing so far, but hoping integration with our cloud telephony partner will also be smooth.

We are using Zoho to power our mobile app's live chat feature to improve customer service speed and experience.

The ability to have multiple departments and multiple inputs such as email, whatsapp, teams and portal. The ability to integrate with other products that we are using. Very good automation settings

There are elements, given our size and setup, that we will not need.

Being able to track issues and monitor their resolution.

I like how clear and easy it is for you to enter tickets and see when a ticket is complete or not. It is helpful that you can add notes to tickets and assign them to certain people.

At this time, there is nothing I dislike about Zoho.

We are not losing track of following up with customers when things go wrong.

Zendesk does not care about their customers. I signed up for over 5K down for the first year and then after paying was told I had to hire a software engineer to set it up bc it was overly complex. That cost me over 3K extra. Then when my annual contract was up, they said I could not pay monthly bc I missed my 30 day window and would have to repay 5K again for a full year. Zendesk does not care about their customers and they do not provide phone numbers to call them for help. Their chat support has a 3 day waiting period. Weird that they are in the customer service desk space and cant even provide timely support to their own cleints. Zoho on the otherhand: Amazing customer service with phone number and a rep to assist you before you even pay!!! I was able to set up zoho desk in less than an hour with the automated set up channels. I highly reccomend using zoho. I also use their CRM and am so extremely happy with their committment to custoemr service., Thank you!

Nothing at all. I am extremely happy with ZOHO.

User set up and automation was easy and automated. They also have a rep available by phone and email that actually cares about my experience.

Easy integration, large coverage of support channels and incredible integration capability.

Lesser known platform, more work should be put into promoting this great platform.

Providing excellent and timely support for our clients and automating the process of support as much as possible.

Zoho desk has a very beautiful and well designed dashboard. It's mainly used in our IT department to keep track of issues raised internally or externally by our clients. It's enables our team to communicate with clients across multiple channels very easily. Zoho desk is able to assign tickets automatically and it easy to track tickets and agents from the dashboard.

Zoho desk live chat feature have limited customization

Zoho desk is a well designed platform with very clean and modern dashboard. Easy to use and deploy. Highly reliable customer support team that is available anytime. We are able to support our clients using multiple channels and this application is able to assign tickets automatically.

incredible interface, easy to use and allow to be more organized and support our members and customers , also let us know and able to use the knowledge base to find out quick solutions.

nothing, everything worked fine with the interface it is an incredible solution., i dont have any complaint with Zoho desk system, thank you very much.

to be more efficient, take good care of the request and have KPI for my team

Most of the time during technical issues, especially when in a remote location, connecting customers or employees with Zoho is very useful to identify the issue and resolve it by connecting their system.

I like all the features of Zoho, nothing is of dislike as of now

Helps to connect with employees from different branch who are facing technical issues and resolve it

We are currently trialling the product. However so far, it seems there a lot of functionality and this is easy to implement and get working "straight out of the box". I have managed to set up a huge amount of customisation during the trail and it all seems very seemless and straightforward.

As Zoho Desk is a fully working solution straight out of the box it seems that there are some niche features which are missing. I have only found/required one of these features which is a send delay (to undo send) or email recall feature or setting.

We are looking to use Zoho Desk to solve communication problems and to share work load between teams without potentially missing emails etc. We are only using the trail version for now, but I suspect this would improve the performacne long term.

Zoho One has all the related items to an organization at one place like CRM, DESK, BOOKS, SALESINBOX ect. which makes the work easier.

There is nothing which I don't like about Zoho One but I would prefer there are more guides on Zoho One on how to use the platform.

Zoho one has all the applications at one place which helps me to access all the details related to an account and makes my work easier and more efficient.

Zoho desk is a great tool. Easy to use, reliable, minimalistic UI.

Limited customisations. Will need more flexibility here.

Brings in trnasapareny for customers in the form of support console, knowledge base etc. Makes agent lives easy as well.

I use this platform to offer support to my customers and sellers. The work experience is very positive. It is a very versatile product and is able to help my team in the main support activities.

Under certain conditions there are too many options to manage. You have to be careful.

My company provides daily support to customers and sellers. The platform solves all communication problems and updating the status of the tickets that are opened.

La atencion al cliente, todo el multiverso de apps disponibles que trabajan sincronizadas entre si.

Que no tiene una buena traduccion, tiene muchas opciones distruidas por todos lados y eso confunde bastante, lo que la hace poco intuitiva.

A tener organizada la atencion, pero ademas a generar reportes de mejoras.

Es una herramienta cómoda y de interfaz sencilla, especial para que tu equipo rápidamente aprenda a crear modificar y cerrar requerimientos y darle una vista 360 a tus clientes

Lo que menos destaco es que los formularios no tienen campos dependientes que permitan crear o guardar preguntas específicas por cada categoría, salvo esto es una excelente experiencia

Nos ayuda con trazabalidad de casos, con levantamiento de requerimientos a terceros, notificaciones en caso de vencimientos, gestión del SLA y reportería para buscar la mejora en nuestros procesos

One of the most significant advantages of Zoho Desk is its ease of use. The interface is intuitive and easy to navigate, even for those who are not familiar with help desk applications. Additionally, the application offers a comprehensive range of customization options, enabling businesses to tailor the software to their specific requirements. Another standout feature of Zoho Desk is its ticket management system. The application allows businesses to manage customer inquiries, complaints, and service requests from a central location, enabling them to track the status of each request and respond promptly. Furthermore, the software has automation features that make it easier to manage tickets efficiently, reducing response times and improving customer satisfaction. Zoho Desk also provides robust reporting and analytics tools that enable businesses to track key metrics and identify areas for improvement. The application provides insights into ticket volume, response times, agent performance, and customer satisfaction ratings, enabling businesses to make data-driven decisions. Another significant advantage of Zoho Desk is its integration capabilities. The application can be integrated with a wide range of third-party software, including CRM systems, marketing automation tools, and social media platforms, making it a powerful hub for managing customer interactions across multiple channels. Overall, Zoho Desk is an excellent help desk application that is well suited to businesses of all sizes. Its ease of use, powerful ticket management system, reporting and analytics tools, and integration capabilities make it an indispensable tool for managing customer support, sales, and service requests effectively.

While Zoho Desk is an excellent help desk application, there are a few potential drawbacks that businesses should be aware of: - Limited customization options: Although Zoho Desk does offer a range of customization options, some businesses may find that the level of customization available is not sufficient for their needs. - Steep learning curve: While the interface of Zoho Desk is generally user-friendly, some businesses may find that there is a steep learning curve when it comes to mastering the more advanced features of the application. - Pricing structure: Zoho Desk's pricing structure can be somewhat confusing, with different features and add-ons available at various price points. Some businesses may find it challenging to determine which plan is best suited to their needs. It's worth noting, however, that many of these potential drawbacks can be mitigated through careful planning and implementation. Overall, Zoho Desk is an excellent help desk application that is well worth considering for businesses looking to streamline their customer support and service processes.

Centralized Ticket Management: Zoho Desk provides a centralized platform for managing customer inquiries, complaints, and service requests. It enables you to create, track, and manage tickets from a single dashboard, reducing response times and improving customer satisfaction. Automated Workflows: The application offers automation features that help streamline your customer service operations by automating repetitive tasks, such as assigning tickets to specific agents, escalating tickets to higher-level support, and sending automated responses to customers. Customizable Reports and Analytics: Zoho Desk provides customizable reports and analytics tools that allow you to track key performance metrics, such as ticket volume, response times, and customer satisfaction ratings. These insights can help you identify areas for improvement and make data-driven decisions. Integration with Third-party Tools: Zoho Desk integrates with a wide range of third-party tools, such as CRM systems, marketing automation tools, and social media platforms. This integration enables you to manage customer interactions across multiple channels, providing a more comprehensive view of your customer service operations.

Zoho One helps to keep the track of the tickets and notes which are open, closed and pending and from what duration it is pending.

There is no dislike which I found in Zoho Desk. It is very smooth and efficient.

Zoho One helps me keep the track of the tickets assigned to me which are in the open, pending and closed. It very efficient and easy to use.

quick resolution for processing internal

nothing in particular. maybe the subscription

Internal processes and accounting