Zoho Desk Reviews: 4.4/5 — Solid Choice

Honestly I like the company itself and the product is good enough to use. Zoho offers tons of free software (I believe some is open sources), and it generally operates without many bugs and without unnecessary bloat

I don't like the user experience, the default filtering makes it very easy for tickets to get lost, and additionally it's not really ITIL compliant.

It current solves end user support. I would like it to be expanded internally for incident Management and change management.

Zoho desk is good and customise-able help desk support software based on ticket. A very good options for automation and integration developers/programmers.

There is no support from zoho corporation for zoho desk. I have tried on their support email and also created support ticket But there is no response from zoho corp. There are very limited options given for free version of zoho desk.

creating customer queries as tickets and responding back from zoho desk for support.

Great ticketing software, easy to use and learn. Solid user interface A+

It doesn't seem to keep logs of everything.

To increate productivity.

Ability to remotely control PCs without having to configure firewall

Remote control of PCs via iOS is poorly supported

Remote access to client PCs

Time tracking and the ability to search tickets.

At times its a little hard to navigate the menu.

Billling and keeping track of tickets.

I like how it helps you to organize your relations with your customers. You can organize them as you like, add contacts (mails, phones, etc.), answer their questions, etc. Also you can add tasks to each client and do several other interesting things. The reports sections is good enough.

I admit that this program can be certainly helpful, but it is really necessary? I think it’s not. All we used to do with it can be easily done with regular mail, Excel, etc.

Nothing special, it makes relations a little bit more efficient, but honestly it doesn’t pays de price.

The Pricing is a key differential, especially when you have about 20 odd people across teams trying to answer tickets and emails as a unified organisation, Groove's cost was adding up. Also remembering thta Groove's customer support is all about their Founder only blogging, and never responding to customers and or taking ownership of an issue, Zoho's support team wins your heart over

Personally, the Interface is so 1990's, it seems to have been stuck there and not a lot of things have been done to it. I wish they re-innovated on the interface.

Common MailBox for Team to answer as a Unified Team

Plenty of features to compete with Zendesk. Multiple portals, telephony, customizable agent views, etc. (for a price). Get started for free and integrate with Zoho CRM.

Setup and user interface take time to learn. Not the same look and feel as Zoho CRM.

We needed a support portal and help system with knowledge base.

We already use Zoho CRM, I like how seamlessly it integrates with our customer database in the CRM App.

There is no way to get the ticket number removed from the email subject line.

Managing client questions. We have not rolled it our publicly yet.

So far, this is the only help desk ticketing system that has integration with Amazon Connect.

Spotty notifications. Sometimes I go hours without realizing a ticket has been opened.

I'm a small, two-man, IT service provider and this gives me the ability to always be available to my customers. The integration with Amazon Connect couldn't have been simpler and this gives me the ability to scale up whenever I'm ready.

You can switch between email addresses and departments.

Tickets don't close automatically close by themselves. I have to manually close them which clutters my inbox when I forget.

We are trying to benefit out customer outreach by using the "waiting on customer" ticket feature.

Desk is easy to use and met most of the requirements we had.

There is so much limitations on this product. Customer Service never got back to me on many issues I had setting up Zoho.

Desk helped with giving people one place to go to to ask for help. It allowed us to provide better service to our customers/personnel. Zoho customer service needs to be more helpful. Whenever I called with an issue or had a question if zoho has the capability of doing something. I would always get the same answer there are webinars that you can watch. Most people/business that purchase this type of software don't have time to watch webinars. They just need answers that are easily accessible. I even asked if there was documentation so that I could know what fields are linked to Zoho CRM and they don't even have documentation.

Nothing much is good about it , it's lacking help and fixing my issues

Hard to understand them and hard to get anything resolved. I give up and just tell them sure it's fixed but in truth it's not .

Customizing and setting up templates

Did not "wow" me as a ticketing/contact management tool. I did like that I was able to keep all related email together instead of having to search through inbox for responses. The best feature is being able to customize the application to meet your company's needs.

When persons respond to an email (that was sent from a ticket) often times zoho would just create a new ticket rather than attach the response to the original email. It was always a pain to have to go in and merge the two tickets in order to keep everything together. There was no calendar function. I love calendars. All tickets were sent to all email accounts, whether they related to you or not. This could have very well been a customization feature.

Contact Management Software

I reviewed Zoho Desk to replace our home-grown ticketing system. One of our most important requirements was an SLA notification system and Zoho is the only product I found that covers this fully.

SMS notification requires a personal Twilio account. Not a huge issue since we already use Twilio, but I was hoping to not support any internal processes/products. APIs lean toward apps rather than data migration.

We are replacing a home-grown ticketing system. We need a new customer portal and knowledge base. We also no longer want our specialized developers working on the ticketing system.

the reporting aspect of zoho is probably the best

can be a little bit clunky and difficult to navigate, doesnt offer all the great functionality that zendesk does

capturing speed of response was something we wanted to record

The user-facing Knowledgebase and articles are clean and user-friendly.

The backend is very confusing to navigate, settings aren't always where I would expect them to be. Customer service was very poor - responses tended to take 12+ hours, and sometimes the information given wasn't relevant to the original request.

We needed an easy-to-update searchable knowledgebase for our tech solution.

Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. Customers can also benefit from Zoho Desk as the software allows them to find timely and relevant support without having to go too far. With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so that they can deliver quick and responsive support to their clients. This help desk platform gathers together employees from other departments and empower them to give their customers a very unified customer service experience.

Zoho Desk offers three priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Despite facing problems as a current user, I find this sofware to be completely worth it. Even I would encourage other companies to make their investment in this useful program. Thanks to Zoho Desk, we were able to curb mistakes. It also made us effective and productive at the same time.

Nice potential for integrations and apps

Not intuitive, required multiple attempts to set up and confusing exchanges with customer support

Needed to field help desk / support requests

Time tracking and kanban style of tickets

Bugs, not every comment converts into ticket

Digital customer care

連動できる機能が多く一元管理が可能になり、他の部署とスムーズなオペレーションが可能となる。

まだまだ英語の部分が多くすべての社員に勧められる状態ではない。日本語化のスピードが上がればと思う。

カスタマーによる自己解決

a lot of features already awesome but the best I like is chatbot

I think it is so hard to user to understand how it works in in few days

ticketing from customer to help desk is more powerful with itsm software like zoho desk

Its cheap, and free. Easy to setup and use

Connectivity is poor, support is terrible

Help desk related

-Easy to manage different types of tickets. -Dashboard feels neat and tidy. -Report system is quite detailed

-Can't close more than 3 tickets at once -Can't merge any type of tickets together simultaneously -The multiple ticket selections are sloppy and slow -Some emails are not received and being bounced out -Merging emails causes previous attachments to be discarded hence will need to reupload all the files into the email again

Allows smoother tracking of tickets and resolving them easily.

I started using Zoho mostly for a CRM... then I tried out there support... It works nicely and is very simple to use, just like all the other Zoho Services

Its not a comprehensive as the other support solutions on the market. I feel like it a bit like a "me 2" type of a service.

After using this for a bit I found our I needed something a bit more powerful and to work with a support system that is dedicated to support only.

The price is ok, but compared to competitors, it is a second choice. I did like it was a full suite of products that incorporated support tickets as well as CRM. We also used the mailer module. But that could get to be expensive if you have a large list.

clunkiness and lack of flow, While all the features are there, it is not intuitive and does not make sense to non technical folks.

We were using the CRM and mailing piece, but got to be expensive

I like the ability to organize by account, the ability to search using very flexible filters, the layout and friendly look of the Solutions area.

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search solutions, contacts, or accounts; that you can't search all fields simultaneously (preferably by default); that filtering is uber-glitchy - about 15% of the time, I get error messages saying 'unable to process this request'; that I can't manually set up logins for clients - a lot of them aren't computer literate and can't figure out the quite simple process of setting up an account; that the tabs at the top of the browser say our company name instead of something relevant, even if it's just the request ID; that the reports are hard to figure out and the default reports are pretty much useless to our workflow; that you can't automatically get notified when someone edits, comments, or changes your tickets - our old, relatively out-of-date system did this FLAWLESSLY, with an email to the assigned agent sent when any of these changes were made, and this email included the changes themselves - this has been a gigantic timesuck of monumental proportions, having to email or IM people to advise them of what's going on with their tickets....I could go on.

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Zoho Desk was easy to setup and integrated well with many systems.

Zoho Desk has poor customer service. People are difficult to get ahold of and don't offer much guidance. The system in general is difficult to navigate.

Zoho Desk was a cheap option for managing our customers.

The tool is easy to implement, and of course is a good ticketing service.

The customer service- or lack there of. I was supposed to receive callbacks and never got one.

Easy to organise incoming queries.

It is a helpdesk solution of sorts. Fonts are big. Colour is nice. Menu icons are cool. Did I mention the font is nice and big?

Forms are limited in screen layout. Field options for self creating are limited. Cannot hide a number of default system wide fields. Uploading bulk information into fields is really clunky

We are moving from a spreadsheet to a helpdesk solution so that is a big plus. Improving information sharing so we can see what the staff are doing.