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.
| Capabilities |
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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.
The data or client info and their queries can be easily categorised with different views available
Client details across departments is hard to identify at time unless we make necessary changes in the department section
It is assisting with receiving client feedback and client queries and helps in addressing them in a timely manner
We can create branding and share the things department-wise that help our customers resolve their queries. Moreover, the automated ticket creation and assignment flow help to track an issue status and handle the customer accordingly
The ticket status will reflect at the customer end, so sometimes, if an issue takes longer to resolve, then quite challenging to handle the customer
Once we automate the ticket creation and assignment flow, we don't require any single person attention which helps to reduce dependency and availability of the person. Also, we are able to provide personalize desk per department with few clicks, which reduce our time to design a good support board and help our customer to access relative data
The mobile app. it simple design is really helpful.
The desktop interface is a little bit unorganized and confusing.
Customer support at scale.
Integration with Teams and it has a mobile application. I like that it sends push notifications when a new ticket comes in unlike some other mobile app solutions.
One thing that I disliked about the mobile app is that you can't disable notifications for specific types of tickets. Being able to to that would save me a lot of time checking my phone every time I get a ping.
They help us with our ticketing solution. We were previously under an MSP that had their own solution, but we had no control and so we looked for our own solution and found Zoho to be the best.
great ticket management. Everything you need is compact and right in front of you
at the very beginning isn't that super intuitive
customers organization in a unique platform
we use zoho desk on regular basis to maintain client intraction
Frequent reminders and lack of customisation
Instance response to the client Queries at mass
The issue logging and tracking feature is the bomb!
It is a cloud platform, so you will need internet!
Helping me manage a huge collection of small tasks.
The Automation of mails which can integrate easily will help us to set up things so smoothly. We can generate the reports and easy assign the teams.
It should be cost efficient so small business can affort it.
Tracking ticket and their resolutions.
Zoho has the best interface and it is also very user friendly. With its task reminders and integration system with emails and WhatsApp, Zoho has become a powerful tool.
Nothing much for now but would like a better notification systems which is linked to mobile. All for now is really great and I've been working with help of Zoho
Zoho one allows me to set task reminders, create data base management systems. Helps me to integrate various information in a single page. This has helped me to save a lot of time.
Affordable, flexible, and intuitive. The reporting features are well done. The workflow and overall capabilities of the platform are a huge step above our previous CRM and helpdesk.
Some of the integrations with other Zoho services can be a bit confusing, but the online documentation has been helpful so far.
The main problem Zoho has solved is mobility. The phone apps are solid and easy to use when onsite at a customer location.
Setup was ridiculously easy. Integration into MS Teams and Teamviewer? Also beyond easy. Go to the Marketplace, install the connector and BOOM, you're in business.
When you're not a one stop all in one IT service company, the layout could have a template that suits a single business better.
We needed a paper trail of the IT items that come up and to document fixes and/or personal interactions. Havent been using it long enough to have other items pleasantly surprise us yet.
We have gone through multiple helpdesks but it has the best pricing available in the market for the same set of features
Nothing at the moment. We will be evaluating different plans within zoho helpdesk to check if there any other hiccups
Providing customer support using SLA. SLA dashboard is helpful for us to keep contract agreements
Funciona bien, facil de administrar tiene varias funciones muy buenas para la administracion de tickets
Al registrarme mencionaba que hay una version gratituta sin embargo despues tuve una notificacion que la prueba de zoho desk habia terminado
Lo utilizamos para que nuestros usuarios finales puedan reportar sus problemas y nosotros como empresa poder dar seguimiento y tener ese historial de actividades.
SLA with no reminders makes it a good tool
Nothing so far to pen down, but maybe over a period of time might have some opinon to make
Job gets done
easy to use, very secure to access, user experience.
some funtions still use english, not spanish language
costumer service, ticketing and support service
El seguimiento de las solicitudes y la parametrización de los campos y módulos
Hasta el momento me ha gustado toda la herramienta
El seguimiento de los casos, los cuales ayuda a resolver en un tiempo considerable.
Workflow rules help us to automate redirection within teams and close tickets on the spot
Cannot read through email body to use in workflows
Getting multiple teams to work on a single inbound support email - can set up rules using Zoho desk to redirect emails to different teams
The interface looks clean and navigation is easy. Past tickets can be viewed easily. The reports are also helpful in making data-driven decisions.
There is no interface for the end user to raise a ticket, it can only be raised via an email. An instant messaging option or a forum would have helped.
Zoho Desk is helping me track the issues within my organization. It has enabled the support teams to keep a track of the number of problems solved.
Very pleasing experience when integrating with others system,this seems to work seamlessly. I also very much like the simplicity for leave, attendance and timesheet management.
We recently had some issues when it came to adding new member and getting them set up, however the support team's at Zoho responded very quickly resolving this in on time
When it's comparing to other sites like fresh desk Zoho is the best site to use and giving more benefits to use
focus on scalability by unifying its CX platform horizontally and vertically means that more companies can be personal with their customers
It requires a lot of customization to get started and limited customer support.
It will also increase sales by enabling sales automation. It provides better customer segmentation and automates the sales report.
