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.
Intergrates with all Zoho products. We are currently using books and inventory
It can be too complex. We only need a simple team collaboration system to keep track of our clients issue
We are trying to use it for clients issue tracking
Allows an early startup to get started with features that are pretty comprehensive (to get started with) but basic.
Just the number of manual things to do (try configuring a custom domain) that are crude in implementation (Try style or display customizations) don't fit in a more sophisticated SaaS world.
We built a customer self-service support site for our SaaS EdTech product on Zoho Desk. Zoho Desk allowed us to get started pretty quickly and at a reasonable price.
Intuitive interface. it has all the requirement that we need for a medium size team.
half of the time email fetching is delayed.
centralized way of managing customers.
User-friendly interface. Options to update time spent on tickets. The tool seems quite beneficial for the small teams working in client servicing. There are many more tools available, but this is undoubtedly one of the good ones.
Zoho desk should have provided better integration with Microsoft teams.
I am currently evaluating various tools. Zoho is one of them. I am currently evaluating various tools. Zoho is one of them.
Simply to use, great UI and has also helped in making our work easy
not sure, everything seem cool for now..
help integrate other social platforms in one place
the ticketing system is friendly, and the integration with Mondago is good, but the USA site still uses the old GUI
lots of pages to deep click before you get where you want to be
easy customer recognition based on phonenumber
Features and integrations look great but we are still trying Whatsapp Integrations
Documentation and support channels are confusing, lot of out-dated info
Employee Support
Setting up a knowledge base is relatively simple if you're starting from scratch.
The user experience is clunky, particularly initial setup. The knowledge base/help center could be a great resource, but the editing experience is quirky. There is no way to import content. I found myself copying/pasting alot of content, which all needed to be reformatted.
Zoho Desk was meant to be a private support system for the occassional support ticket. Our firm doesn't manage a ton of tickets, just a few for a small handful of clients in the software business. However; we've found the experience of using Github issues to be more streamlined/modern. It boils down to the fact that Zoho Desk works, but it feels just like every other common help desk solution (i.e. outdated).
We are already using Zoho CRM, so there is a level of familiarity with the product.
It's not completely obvious how to set things up.
We are hoping to solve issues with serving our franchise locations effectively.
Fuctionality and ease of use, quick setup
Service response could be quicker, better training.
trying to solve various tickets raised by customers. yet to utilize the product in full fledged way.
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Decently easy to set up. Keeps all our support in one spot.
It's a Zoho product, so there are always weird little things with built-in 'limits' specifically designed to siphon more money out of you.
Allows us to keep all of our support in one location, across multiple brands, with proper email addresses for each brand.
I am still evaluating. Looks good, though. My decision will be based on the easiness of migrating from my current solution.
No hover preview for tickets last reply from ticket list. That would be great to have.
Cutomer service and contact
Integration with my existing Zoho apps makes things easier to manage.
Some of the flexibility that is available on the website doesn't always work on the app.
Notifications around client-raised tickets, this has been a problem previously but allows us to assign tickets to the correct member of staff when dealing with holidays/absences.
The paid version has a nice suite of features, and the level of customization is unparalleled.
When registering, I thought I was signing up for the free version, but I signed up for a free trial of the professional version. I was under the impression that domain mapping was included in the free version. Now that my free trial has ended, I cannot delete my mapped domain. I'm writing this review to extend my free trial so that I can delete that mapped domain.
I'm testing out the free version to see if it will suit my needs as a ticket system and knowledge base. Unfortunately, the free version does not include a public-facing knowledge base.
Efficient solution for IT Supports when it comes to ticket management building a better customer bond,
I can't change the interface like the theme. it's not a big deal.
automation options also the inbox well organized.
I haven't used the system yet, interested in the intergations
Haven't used the system yet, so not sure
Looking for a new ticket system with more features
The product is cloud based and integrates with the Zoho email service
The product is price-based. A lot pf the features you need have to be paid for. Pricing is steep
Tracking of customer requests/complaints Logging of staff activity has improved and we now have insight into what are the common problem areas
Scalability - this product will grow with our business
Log in with multiple different accounts is problematic.
Replacement for ticketing/helpdesk scenario, with reporting on time a huge benefit
price of the licence yearly and not too much fonction
parametrization complex, administration complex
customer support
Integrations with other apps is useful and desired.
Way to complex and convoluted. No central repository of information.
There seem to be a lot of valuable items. It is just difficult to find and understand them.
Continuous conversations and macros. Easy to navigate
The free tier doesn't really allow you to do too much.
We just need a system to handle our support tickets and make it really easy for agents and Zoho Desk gives us that. Some benefits are that it's great to have a one-stop for all place to handle it
For large support teams, this is probably up there pricing-wise
Slow, clunky dashboard, with limited integrations.
Increasing customer support capacity.
the web portal looks nice and well designed
configuration could tricky. in addition organizations must be allowed to used their own email addresses for support email address.
service requests raised by employees are not tracked. with the app it is possible to track the requests and documents them. in addition the app allows having reports and statistics related to agents and requests.
Seems to have a comprehensive range of functionality
I haven't read any guide or instructions on importing data and think I need to in order to get it done effectively.
Too early to say - still in trial and set up phase.
There is hardly anything you cannot do with Zoho Desk. The ability to customize is excellent. It can be overwhelming, however. The ability to create dashboards and alerts is awesome.
The support from Zoho is inefficient, which is ironic given Zoho Desk is a service platform. The self-help section is good for the basic questions. But the Zoho Team did not follow-up quickly on more complex questions. Also, Zoho Desk is an excellent support platform but it cannot handle asset tracking (e.g., serial numbers or repair information on hardware).
Zoho's reporting gives me critical answers to run my service team.
tickets tickets tickets email collection etc
import problems bit unintuitive but not bad
Ticket speed and reporting
Answers the need of our technical department to follow their many calls and requests
No possibility to regroup multiple calls under one projet
Having all of the informations in one place
Many built in integrations and easy to use interface
Documentation around Azure AD SSO, User provisioning is a bit lacking.
An inexpensive, easy to use, agent friendly service desk ticketing system.
user friendly and attached to analytics for reports
very limited ways to automate and integration with external apps
product support
