Zoho Desk Reviews: 4.4/5 — Solid Choice

What I like best about Zoho Desk is its high level of customizability and user-friendliness. It offers a range of features and tools that can be tailored to fit specific business needs, and the customer portal is a great addition for enhancing customer interactions. Zoho Customer Support has been really helpful.

The abundance of settings and functionalities, which can make it a bit overwhelming when trying to locate or adjust specific configurations.

Dealing with large numbers of customer requests and tracking those tickets.

Migratation from zendesk to Zoho Desk was very easy due to their documentation around the process. Plus we are saving a ton of money!

Wish we could have more seats during the free trial, but other than that i love the product

Improving our Customer service expereince at an amazing value

Easy ticketing managing system and integrations

Base version is not that helpful and generally requires an upgrade

It is helping us centralizing our complaint system in our organisation.

No matching ticketing Tool in Market like Zoho

UI should be made more attractive and responsive

UI should be made more easy and attrractive so that Ease of Use can be achieved.

Utilizing Zoho Desk has been transformative for our CS team. Zoho Desk has been an exceptionally user-friendly and versatile tool that has enabled us to streamline our support processes and improve our customer service interactions significantly.

While Zoho Desk provides a mobile application, it could be more streamlined and offer fuller functionality to match the desktop experience. Sometimes, on-the-go adjustments or ticket management can feel a bit clunky, which can be challenging for our support agents who need to provide timely responses outside of the office.

At TradeX, Zoho Desk has been instrumental in solving a variety of challenges we faced in our customer support department, which has resulted in significant benefits for both our team and our customers: Efficient Ticket Management: Before Zoho Desk, managing the influx of customer queries was chaotic. Zoho Desk has solved this by providing a robust ticketing system that automatically categorizes, prioritizes, and routes tickets to the appropriate support agents. This efficiency has not only improved our response and resolution times but also ensured that no customer query goes unanswered or gets lost in the shuffle. Enhanced Customer Interaction Tracking: Keeping track of customer interactions across various channels used to be a cumbersome process. Zoho Desk centralizes all communications, providing a single view of the customer. This consolidation has been beneficial for providing contextual and personalized support. It also saves time for our team by eliminating the need to sift through multiple platforms to gather customer history. Productivity through Automation: Zoho Desk’s automation features, such as setting up workflows, response templates, and notification rules, have significantly reduced the manual workload on our staff. This has allowed us to reallocate resources to areas where human touch adds more value—like handling complex customer issues and improving our service offerings. Data-Driven Decisions: The comprehensive analytics and reporting capabilities of Zoho Desk give us a clear view of our performance metrics. This data-driven approach has been critical in identifying patterns, forecasting customer needs, and continuously refining our support strategy to better serve our customer base. Scalability: As TradeX grows, we need systems that grow with us. Zoho Desk's scalability has been a significant benefit. Whether we're adding new products, entering new markets, or expanding our support team, Zoho Desk adapts to the changing size and complexity of our operations without skipping a beat.

The superb capabilities provided are incredible and can be integrated with nearly any other online apps that we use. In fact, with the close integration of so many features, we're considering moving everything to ZOHO. We are now doing trials of a variety of their other apps such as the online chat, our order forms, etc. It appears that we can run everything except our billing through ONE system and that system has integrations to pull and push data. With Desk we can monitor, track, assign, re-assign, move, and work tickets efficiently and all of that data is connected to the customer in CRM and other ZOHO apps that we utilize for our company.

With great capabilities comes greater complexity. There are a large number of plans and tiers with additional features. Several apps have overlapping capabilities. That complexity creates a bit of a learning curve so expect to spend some time learning everything. The learning curve is worth the effort however. Once fully involved there really isn't any other system out there quite like it with such close integration and so many different apps (over 40) that all tie together into a single system.

Service problems and sales questions can be handled through desk which is connected to our SalesIQ chat and keeps every chat. Leads through chat can then be assignedto CRM and followed through to closing. Service issues can be tracked through Desk and closed when complete.

Zoho Desk is easy to get started with and implement for the organization to use. It has a very easy-to-use user interface. I also like that it has an email component that makes it easy for customers to send in their issues. Zoho also has world-class customer support for any issues. There are many features that assist with solving customer complaints and issues, such as tracking the complaint or issue. I also found it easy to integrate with my process and can check and use it daily to keep customer service on track.

I have not found a downside yet. That is not to say there are none. But so far, I have not experienced anything I do not like.

I host and design websites. Zoho Desk has helped solve the problem of having a way to track issues that my customers have with their websites. If they do not understand how to add a blog post or if they lose their login information, it is a simple email to my Zoho Desk where I can track the issue until resolved. It also is a great way for my customers to simply add tasks such as if they need me to add photos or a new page.

Most helpfull is the access to assistence center for end users and ease set up.

More personalization on de assistence center.

Tickets to support

The customization options are amazing! Really gives you the ability to dial in the templates, the automations, and the look to match what your organization needs. Even if not, the ease of just starting up an instance from the get go couldn't be easier. Our end users also love how much detail they get from responses.

Needs a little customization to get to parity with Spiceworks.

Communications from previous ticketing system getting lost in the ether and improving user-helpdesk communications.

What I like the most about Zoho Desk is the ease of use and intuitive nature of the UI

At this time there isn't anything that I dislike about ZohoDesk

The main problem that Zoho Desk solves is the management of issues that my customers have. It gives us the ability to keep issues organized.

Newer and better features than zoho Service Desk Plus

Migration from Service Desk Plus not available.

Starting over my support desk system, insteadf of migration

Its CRM, customisation and integration capabilities

Still need to explore more on that part as such

It mostly helping our end user to register their request and get it towards closure

time tracking,comments,workflow,deluge and automation.

everything is fine just smalls bugs but get support by zoho team.

Ticket managment

The best part is that, zoho desk has a customized product so user can customised their requirements easaly & support team is the best.

initially It will take time to understand of all modules to adminstrator but Zoho support team is best to support on a priority.

Now I am tracking each tickets & issues. Getting know the kind of issues.

Facil acceso. portal de asistencia tecnica para el cliente

me gustaria poder agregar mas usuarios. Plataforma amigable que facilita el uso para distintos niveles academiscos

Planificacion de los servicio programados para cada cliente. Seguimiento en tiempo y forma.

Amazing one stop shop for all CS needs, one tool where you can look at everything and not missed anything

Kind of high in pricing and should also consider those start ups

We have 7 CS Channels that we are manning and Zohodesk has solved and put it in just one view

Features that we likes are: Robust Ticketing System Custom Notification System Multi-channel Support

Dashboard analytics has some restriction

The main problem that we were facing was to maintain a single place for all of our customer queries and that is solved by robust ticketing system of Zoho Desk.

How configurable it is? It is easy to setup workflows to suite your business needs. I do not thing there is another product around that provides such powerful features as such an affordable price point. The Zoho sales and project team have been there to advise and help all along the way. Easy integration with other business tools to ensure that you have single view of the truth across the organisation. Also all our agents were able to easily understand the tool and are excited about the product

There is a limitation in the 3cx integration that Chats are not Journalled but there is a very minor issue overall.

Have a single view of all the returns and technical issues so agents can follow up but also so that management knows exactly what is gonig on

This software provides me with lots of feature for my small business. it allows me to track all enquiries and no longer misses out on business opportunities.

Receving calls from customer requires me to subscribe to 3rd party provider.

it helps us to generate reports and we no longer have to spend too much time on generating statistics manually like we have done in the past.

Ease of use. Simple things which makes great differnece in our daily activities. Handling tickets with so much ease and very cost effective for amy company. Integration is smooth with other platforms as well.Support is promt whenever needed.

Nothing as of now. Will let you know if something pops up

The ease of routing tickets to agents as per our product categories.

Its very easy to handle and helpdesk is very helpful

The migration was difficult, but we could handle it with the helpdesk.

It helps us to have a better overview of our tickets.

I enjoy how easy it to navigte zoho and make changes without having to guess what each option does. It makes it extremely easy to jump in heads first and get something runing. This allows easy intergration of pre-exisiting ideas and create a great customer support expereince.

I feel like there isnt enough tutorial videos explaining in depth higher level options zoho is camplable of.

Creating a singular point to funle issues and allows me to keep track of status.

Excellent tool, very easy to use and work with it

nothing, everything works really really good

Our internal service desk

Zoho Desk is customizable and easy to use so far.

I haven't experienced any downsides yet.

Zoho Desk is helping us respond to customers more quickly, track our email traffic by volume and topic.

Very simple and intuitive to use!! we implemented POC smoothly in less than a week

So far no complaints.Only negative point is the lack of content in Zoho college that needs to improve!

atendimentos perdidos e descentralização de filas de atendimento

The most helpful thing in Zoho is their automation features, They make our lives and ticket management amazing. Implementation was a breeze and the customer support features are robust

None really, We use it in a regular basis already.

Support and Ticketting.

Improve my customers to open case or get support IM channels

Not much at the moment. It would be good if lower price per user.

Improving customer service and support ticket managing

Tableros de indicadores y conectividad con otras plataformas y productos

Tiene tantas funcionalidades que uno tiende a perderese en ese mar de oportunidades

Orden en la recepción de ticket y costos

Support differet languajes and offer many support for to begin and settings

Zoho Desk can have in the future stronger security and vulnerability choices and stronger remote system intehrated

Customer support, then centralize it's

The ease of addding tickets and the Iterface is extremly user friendly and clean

Not found a downside to it yet. Everythign looks to be well designed and the features and functionlity are plenty

It helps us keep track of issues raised by our users It helps us track the resoltuion time It helps us track the solutions for the issues Good reporting options