Unclaimed: Are you working at Zoho Desk?
Zoho Desk Reviews: 4.4/5 — Solid Choice
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.
| Company | Zoho Corporation |
|---|---|
| Year founded | 2000 |
| Company size | 10,001+ employees |
| Headquarters | Chennai, Tamil Nadu |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| 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.
Compare Zoho Desk with other popular tools in the same category.
The user interface and the ability to add articles to the KB right from the ticket.
There is a little bit of a learning curve.
Zoho Desk is solving the issue we had with ticket management and self-service.
chat, knowledge base, plugins. team creation and its api
for now all is good, just need to include more integration.
It is solving my support and chat problem with a client
Integrations between different Zoho products with reasonable pricing. It has advanced features like webhooks. I have tested many solutions and Zoho is the most cost-effective.
Starting from scratch it is a bit difficult to choose the products we really need. example for bug tracking there are : bug tracker, Creator bug tracker, Zoho desk.
Mostly it is about making our business more efficient and reliable in tracking our team's actions and results, then reporting to clients and calculating the costs.
Very easy to use and easy to explain to other fellow mates. Very handy and useful tools to manage your business and keep everything organized. Highly recommend.
There is nothing to dislike about this product.
Management of documents to work everything is getting handled by zoho one. Business management got lit easier with this product. Saves lots of time and energy..
Zoho Desk is a very handy tool to manage issues within an organization. It helps us collaborate with our Vendors as well. It exceeds far better than competitors in terms of cost and performance.
Nothing is missing. It is enough for a small to large organization to work flawlessly. We wish all the Best to Zoho Team. We will intimate once we get across any issue in the tool.
Zoho desk is solving the problem of handling issues between different teams. It saves time and effort to recreate any scenario. This has increased our productivity significantly.
Call management Chat management eMail management
As far as we have used this product we have not found any dislike which might affect our business
Customer Queries & Complaints Management It helps us to manage all customer interactions via call, email and chat at one single place
Easy to manage. Friendly user interface, Good
External Emails support will be an added advantage.
I can review monthly the support requested and support I provided.
The design and the ease of use. It is easy to navigate and communicate with customers and team members as well.
Nothing so far, we will see in the future
Customer support
I really like the knowldge based feature
THe software can be a bit tricky to learn and ramp up on.
We have a customer support need to allow people to get help in a self service fashion.
Easy to start using, user friendly, fast
User-friendly, great service. We like it so much.
Customers support
Zoho Desk has met the need for our internal ticketing system. It is an excellent out-of-the-box solution for small/medium-size businesses.
I do not feel that I strongly dislike any particular part of Zoho Desk.
Zoho Desk has solved the need for our internal ticketing help desk system.
1) Look and Feel 2) Customization 3) Ease of use
Not being able to automatically link customer accounts and bulk contacts contacts using same domain name
Customisation and costing around the application
Zoho is simple to use, links with our CRM and means that we can keep track of all of our customers open tickets across the business.
Sometimes new features take a while to be rolled out, however when they are available they always work seamlessly
Customers have the ability to track their tickets and see real time updates.
Ease of use with our staff and training.
Not that I am aware of. It is our first CRM so we don't know.
The issue with poor customer relations.
The upside of Zoho Desk are the several extension that you can integrate with it and in the same time it's not hard to use it.
What I dislike is the impossibility to create the customer once one between Zoho Desk and Invoice
The possibility to handle the requests who comes from customers
The best about Zoho Desk is its ease of use. It has made managing our customer tickets very easy and efficient.
There is nothing that comes to mind which is least helpful in Zoho Desk
Zoho Desk helps us manage our customer tickets efficiently and it helps us to communicate efficiently across departments and attach necessary details regarding each ticket
We love that all of our needs are covered in one integrated solution.
Still evaluating the software, but we have not had any issues so far.
We are using CRM, Desk and Email. The integrated solution makes the administration so much easier.
Friendly interface.Lots of useful functionality. Good job
When registering, it was written that the free version is possible for 3 users. But now this feature is not available.
Working with customer requests
Constantly updated functionality and compatibility with other Zoho products, making significant integrations possible.
Minor bugs that can be promptly corrected by a very friendly support team.
We use it to manage IT processes when supporting our customers as MSP.
It is great that you can create tickets for the customers you have in the system and that I can connect it to my current provider for data.
The money is a little tight but overall it is fair
Integration with other programs and services helps me stay connected to the data I care about.
Complete set of features, easy to get started with and easy to use.
We have not found anything missing from the product. Everything seems to work as advertised.
Automatic submission of issues/tickets from our customers.
Su plataforma es escencial para la supervision de equipos de trabajos de forma remota, ademas de ofrecer en pasos sencillos a nuestros clientes su atencion.
Desde las necesidades que tenemos las aplicaciones cumplen con lo necesario.
Lograr el seguimiento del trabajo de los asesores y ademas la atencion de nuestros clientes desde una plataforma segura y confiable.
The presence of customer service or CS in a company is very important and helps a company in retaining customers so they don't run away using competitors' services and products. Current CS services can be better and more optimal with the presence of the cs outsource application offered by Zoho Des. Customer service is a service where every admin needs to be equipped with insight and knowledge because it is a service that directly interacts with customers. But not only that, the CS admin also needs to be equipped with weapons in the form of a reliable customer service platform so that they can implement the system more optimally.
the application when clicking on the ticket took a long time maybe because it was heavy in opening the ticket so it was quite enough to take approximately 3 to 5 seconds, and also the internet connection must be stable so that it can also be fast in doing work, then less bright colors zoho might use monotonous colors it's better to see if you use a combination of colors and attractive so that the agent is very comfortable to work longer using zoho
The presence of customer service or CS in a company is very important and helps a company in retaining customers so they don't run away using competitors' services and products. Current CS services can be better and more optimal with the presence of the cs outsource application offered by Zoho Des. Customer service is a service where every admin needs to be equipped with insight and knowledge because it is a service that directly interacts with customers. But not only that, the CS admin also needs to be equipped with weapons in the form of a reliable customer service platform so that they can implement the system more optimally.
First of all, I knew Zoho twelve years ago and thought it was a decent company but needed a lot kinks worked out. Then we switched and forgot all about it...twelve years later - whoa! I thought these guys went into obscurity only to be found so darn wrong!! Zoho has become a force!!! The new apps, the new interface, the incredible AI utilization - I mean I can't say enough good things so far! We are still on our trial but I have to say this is going better than any other solution so far. next going to check out their google workspace integration and see how we can work it in! Wish I knew zoho was this good when I was switching from Microsoft 365 to Google Workspace - I would have just ended up with zoho period! Way to go guys!!!
Not much yet - looking at the speed at which the pages load is something I will keep an eye on and also wish they integrated with Vonage Business Communications phone system - that would be a huge plus!
Supporting patients, working together with team
Zoho has allowed me to analyze response times to customers
The only thing I would like would be for the unanswered tickets to be of another color, say red, to differentiate them from the answered ones
It helps me keep track of attendance and agents by managing SLA response times according to customers
The ease of using the platform, how fluid it is to navigate, and how easy it is to learn. You can be up and running in minutes with more features than Zendesk even offers. I would know, used to use them for 10 years.
To be quite honest, there isn't much I dislike.
It is helping by streamlining our support processes and automating tasks that were normally time-consuming. We have become much more productive with Zoho Desk and believe it is what allowed us to build such an amazing customer base.
super easy to find anything you may need. You can add fields to the ticket as you need and create your own report.
I would prefer to have this system on-site and not in the cloud
I can follow the status of the ticket at all moments, my team can easily know what they must do and when. When they are in the field they can track the tickets and update
We want the desk to automatically detect the language of the email based on the same email address and reply to messages in different languages based on the detected language. Zoho desk nailed it.
At the moment we did not find anything we dislike.
It's a more economic and also powerful alternative to zendesk. We are happy to switch.
Little knowledge is required to implement the program in our group and with it in our day to day
the lack of courses of use, thus being able to configure the application in a personalized way, following recommendations of the direct programmers.
Un area de especiaizacion, para poder configurar el producto a base de nuestras necesidades
The fact that you can control the time spent on each ticket is very easy and I also found the statistical reports fantastic.
It would be interesting if the user could only use the Help Portal, without the need to have a registered e-mail address.
Zoho Desk helped me organize my customer service. Software bugs and network issues.
