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.
The only system that I found that allows you to manage efficiently the tickets, with ease in handling. would like to improve the e-mail configuration, making it easier for the customer to add his corporate e-mail without the need to use Zoho e-mail
Nothing, because the system efficiently meets what we need. because we only use e-mail to answer our customers, and we had no control of the tickets answered, and with Zoho we got a control in an effective way. we are very happy
Control in an organized way the tickets received from our customers, ensuring security and efficiency, avoiding failures in the management of calls. with this system we avoid contradictions with our customers
Easy to set up and easy to use. We don't need the training to understand the product.
We are a start-up company, so far we haven't noticed any such dislikes.
Ticketing and tracking.
the feature which is linked to all other app like zoho remote , zoho desk and zoho chat , it is easy to use and have all the feature for client
the price little high for 1 user you can make it more cheap
zoho desk have inbuilt zoho remote feature
flexible and easy-to-use system. easy navigation and easy to follow workflows.
nothing :) at all there is which i disliked in the product.
customer support management
Le bon fonctionnement de l'application, et la compatiblité avec android, et ios.
rien à dire, une application complete, Bravo
Une bonne gestion
Simplicity, customization and detailed reports
Some modifications (such as name changes in the fields of the exported reports) are not reported, so it can cause conflicts with other dependent applications.
Facilita mucho la gestion de soporte a clientes agilizando los tiempos.
Todo estuvo excelente, pero requiero mayor información para poder implementarlo
En general no he tenido problemas, aún está en revisión
Me falta que sea más claro la parte de como accederían los usuarios.
The option to use hosted domain for email support, the ticketing options.
Nothing i dislike particularly,I have found it a little difficult to get the settings correct
General IT and CRM problems for our company, we have realised we can create a help area to deal with a lot of the questions weare asked.
Ease of use, mobile app, ease of access from anywhere with their cloud
Customization can be a little challenging, sales team a little pushy
Having the benefit of a helpdesk system that requires no maintenance, SLA have become shorter.
I loved the easy setup with MS365. Users loaded, Email setup was intuitive and simple to merge with our help desk email—much easier setup than other products I've tested.
Too short for trial period to come across any abnormalities. No suggestive answers to common issues.
The main concern for my company was just to have records of IT incidents and solutions. Also, for a growing IT staff to not work on the same issue without knowing who else is.
super friendly, took me 10 min to find my way around, money well spent.
my overall experience is really good, nothing crazy there, it would be nice if there was a custom ticket status and only OOTB
Ticketing system, communication between the users and communication with customers
UI is very modern and practical for all my call center team
I need to explain to my users how to use the solution
I manage to share all the calls accross the team
Plataforma de simples uso para suporte, boas features como: - Filas - Relatórios - Clientes
Relatórios poderia ser mais simplificado.
Suporte de técnologia
I was testing the option of tickets and KB and for now, i love the way of work with tickets.
For now i can't found something wrong with this software, for me works perfect, Great Job
im trying to solve problems about post sales, i feel this can help me to develop a very good costumers service plataform.
I enjoy how easy the ticketing dashboard is to use.
I do not like the breakdown on customer, and the lack of customer branding.
Ticketing service Billing KB
I probably use Zoho in a more non-traditional way because of the needs of our business. But I love how I am able to create tickets to track progress on my follow up with customers. I enjoy being able to set dates and priority levels. It's taken a weight off of my shoulders because I am better able to stay on top of my action items.
I wish that I could sync the comments written in Zoho Desk with the comments section of Zoho Books.
The main problem I had was staying on top of my customer's issues. There are a lot of moving pieces and Zoho Desk keeps me on track.
It can be accessed from any device and the fact that its cloud based means we respond to clients almost immediately.
I dislike the fact that I only knew it recently
Our helpdesk is more productive and our client love the self service feature.
Super simple to use and the interface is really easy to get used to, keeping workflow easy
When sending a ticket or responding to one, it doesn't automatically set it to a different status
It's very simple to get back to customers quickly and effectively, allowing us to lower our response time and see which agents are performing best
Rapida e completa, gosto demais do produto Implantado em meus clientes com sucesso e satisfação
Nada desabona a ferramenta, tudo funciona bacana
Atendimento personalizado.
i love the workdflows, automation, the modules everything about it
there is no support chat for zoho desk and it can be a bit confusing in the learning
currently im using for testing