Zoho Desk Reviews: 4.4/5 — Solid Choice

Zoho desk works, but it's not the best option.

I find the UI processes to be repetitive.

Zoho Desk helps me to manage my clients and leads.

Great user-friendly and intuitive interface ... and the ability to customize workflows and rules really does save time.

Annoyingly, there is very little room (if any?) for third-party apps. I am not a tech guy and developing APIs would take a look more than than Zoho could save. (The apps in the Zoho marketplace are very limited).

Unfortunately, none at the moment.

I dont know enough about it yet, so I want to be able to test it out.

I dont dislike anything yet, which is why I want to test using a demo account.

Tickets

integraction with other plataforms, and resolved problems

not can't add options in the plataform, add inputs

en test

Competes well with other solutions. Priced well. Mobile apps are much better than competitors. Overall I was impressed.

Too many apps and products. It's Zoho Desk, SalesIQ, and Zoho voice. I wish they would consilidate and simplify.

Our customer service team is mobile and remote. Zoho desk works well from smartphone.

Help desk ticketing system Help desk ticketing system

Trial expired before setup Trial expired before setup

Help desk ticketing system

Zoho desk is priced very afforably, compared to the others its feature packed. One thing I certainly appreciate is the ease of customising the email notification templates. The help centre is also a fantastic additon. EDIT: ZOHO Asked me to leave a review about this product to extend my trial so I could properly use it. Turns out, Zoho software is the most cumbersome, dated, buggy, and rushed software I've experienced yet. A startup could do a better job.

The user interface is a bit dated, but I see that a new one is in the works. EDIT: ZOHO Asked me to leave a review about this product to extend my trial so I could properly use it. Turns out, Zoho software is the most cumbersome, dated, buggy, and rushed software I've experienced yet. A startup could do a better job.

No problem but have enjoyed the features packed into this SAAS. EDIT: ZOHO Asked me to leave a review about this product to extend my trial so I could properly use it. Turns out, Zoho software is the most cumbersome, dated, buggy, and rushed software I've experienced yet. A startup could do a better job.

good value for money, scalability and integrations. It's a good solution that incapsulate not only the so called "classic" ticketing system, but it will allow also to have a chat platform that feeds into the customer relationship management (CRM) . It also offer, as a big plus, a solution for telephony included in the "professional" package. One of the elements that made their offer much more convenient for our company is the "light agent" seat count. This allows us to have some of our professionals to look into the tickets without being counted against the "seat count" and reducing the final cost sensibly. This is available for those professionals that are not customer facing but still need to work on tickets to offer solutions (such as tier 2 agents and escalation points).

The initial Zoho page can be a little dispersive. During and (especially) after the implementation, the speed and quality received was not up to expectations and eventually lead us to cancel the subscription and move towards other solutions. We're talking about tickets not followed up for 20 days and questions not fully addressed

In relation of our needs, Zoho Desk allows us to get better reporting and analysis. It is well integrated with social media and with our internal instant messaging system, we find it more versatile because we already use its CRM in sales and we believe it is a big help for our Account Managers to have immediate visibility on the issue that our business partners are facing.

The idea of an all in one product and the integrations

It doesn't work and they don't support or understand their own product. It overly siloed so you can't seem to make any progress with the software overall. The integrations don't work well. You get everything but everything is worse than the other alternatives on the market.

None, so I need to look for another software solution.

Our customer care agents have to interact with the team in our plant in order to solve most inquiries. There are some tools for team collaboration to solve the issue, but most of our team members find the interface to be cluttered/too complicated to use.

It's powerful, so the interface can take some customization to eliminate unwanted or unneeded features for your team.

We need to collaborate about solutions internally, and this helps us do that.

The product is ok, but we like Fresh Desk better.

The customer service is terrible. It appears they only have one or two people working there, we ran into an issue during our busy time and we tried to get customer support on the phone and we were on hold for 45 minutes and still never got through. After that I chatted in to customer support, the chat person was un-able to help me, but promised someone would be giving me a call with in 30 minutes. The call never came. We were very frustrated and felt they mislead us and were dishonest with us with other aspects of our contract too. I am fine if the software has an issue, all software does, and I am fine a customer service agent does not know the answer, but what is frustrating is when the company itself does not honor our contract and service agreement and has the audacity to lie to me about it.

We use it for customer service, ironically.

It is helping with the service engineers in our company

Could be more user friendly so that everyone can easily reach out

Service ticket generation

The activity feature is nice when I'm working on something other than taking phone calls.

It claims to have all of these features, but the implementation is convoluted at best.

We log calls and do email and chat support with it.

Seems to be more or less what we need from a ticket system. Overall the Desk is a good application and whilst we do need something like this in organisation it would be a much easier purchase to budget for if it were better priced, as it stands, small companies like ours cannot afford the steep price of most Desk like applications as the price per user is quite high, so even if we do purchase it will more than likely only be for 1, possibly 2, users.

We have not been able to customise as much as we would like to and it is also quite involved to customise really simple things, so that could be made easier.

We operate on behalf of other businesses and our services are telemarketing, so we are interacting with businesses around the UK on a very regular basis and our clients need to be able to find out issues, get in touch regarding specific cases and also to see what activity is being undertaken by us for them. With the addition of something like Desk it allows our clients to keep their finger on the pulse about specific leads and cases and allows us to ensure that nothing is missed and everything is kept as part of the same system.

I did not like much about this platform. I guess the only thing I liked was that it was a live chat feature.

Zoho makes it hard to use multiple platforms or apps. It isn't the easiest to navigate between all of the different apps to use.

We already were using Survey and CRm and Email through Zoho so it made sense to try out Zoho Desk when we were looking to incorporate live chat. But we were just not a fan of Zoho in it's entirety so we broke away from the whole platform.