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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.
| Company | Zoho Corporation |
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| Year founded | 2000 |
| Company size | 10,001+ employees |
| Headquarters | Chennai, Tamil Nadu |
| Social Media |
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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.
Compare Zoho Desk with other popular tools in the same category.
Fast, Multiplatform and ease of use and quick to access
nothing at this point, as I use it it does what I need
Quick remote access to machines in multiple locations throught the area
Zoho Desk is admired for its intuitive design, adaptable features, and a thorough ticketing system, making customer support seamless.
There is nothing about zoho desk, which I'm not like. Zoho desk is of superb features.
Zoho Desk helps me to manage customer communication smoothly by organizing messages and questions. This benefits businesses, by making it easier to handle customer issues, respond quickly, and keep everyone on the same page, improving overall customer satisfaction.
Easy to use. Easy to understand the platform. Perfect for first time user of CRM softwares.
I hope there is a free version even for a limited feature for ticketing support system
Keep track of my customer/ticket correspondence
We are evaluating service desk apps for our logistics, IT and vehicle maintenance operations to support internal customers in a small (100 employees) local government entity). So far we are considering Autotask, ShopMonkey, ManagerPlus/Eptura, and Zoho Desk. The following notes are based on our evaluation so far. ○ Support has been responsive and helpful during our evaluation. ○ They provided a free one-hour orientation to help us get started ○ How the app is structured is much simpler to understand than AutoTask or ManagerPlus/Eptura. Autotask in particular is overwhelming in its configuration, although that makes it more customizable. We don't much experience yet with ShopMonkey ○ It offers SSO integration with Microsoft 365, which we also use ○ It appears to be easy to adapt to use with internal customers. ○ The offer some level of onboarding for free. Autotask quoted us over $1,000 for basic onboarding. ○ Multiple pricing levels are available, and even the highest is about half the cost per user of Autotask or ManagerPlus/Eptura
○ App does not appear to be as customizable as AutoTask. For example the "Accounts" construct cannot be renamed to internal departments or locations. ○ So far, email integration and SSO configuration is confusing, but we have not reached out for help from Zoho with those yet.
Our internal support staff receive requests from internal users for repairs, supplies and support. We need a solution to receive requests and automatically communicate status back to all employees that are affected by the ticket (other employees in the same department or location). We also want to track and communicate the status of requests that require multiple steps, track the cost of requests on a per-department basis and facilitate getting management approvals when needed
Zoho CRM is one of the best tools for the customer service department, wherein we can easily monitor and download data for proper resolution. Apart form this the support team is always available in assiting in helping implement work related requirments.
The pricing plan of Zoho CRM needs to be reviewed, for mid size company Zoho needs to have flexible payment options.
It is helping in monitoring the customer interaction, where in qualitative feedback can shared with the agents. Robust Data availability wherein we can alert various departments of flows on customer ineratctions and complaint resolution. With the dashboard, we can check for the customer feedback, conversation thread and accordingly take progressive approach to resolve the issue. Monitoring is the most imprtant aspect of ZOHO, wherein we can appraise the management of the trends and effective approach in resolving customer escalations.
Tagging for the Tickest and Labels makes work easier to divide the Task for the Operations
Sometimes the Desk operates very slow and it makes things Complicated to respond clients
Managing Customers Complaints and Communication in very easy manner
What I like most about the platform is the possibility of analyzing the tickets received, seeing how much time was spent for each client
the negative part is the nortification, I wish that whenever a new ticket arrived I would be notified with some sound
Support via Whatsapp
La base de conocimientos y lo sencillo de usar
Algunas dificultades al personalizar ciertas aeras y el soporte
problemas del uso de mi plataforma con los clientes.
simple to setup and configure contain bulk of features there is many integations with other systems
still i did not found issues maybe the total number of agent during trail version
monitoring and SLA
The HelpDesk creates efficiency for my team
Downsides of zoho are just in the lack of ability to integrate with my crm for now
The help desk is great