Zoho Desk Reviews: 4.4/5 — Solid Choice

As a small team, this is a great tool. We can self learn and customize it according to our requirements. The knowledge base and community coupled with the easy user interface helped us set this up and running quickly.

Nothing that we disliked, however if there are more tutorials in the form of videos, it may help in quicked onboarding. Hierarchy and structure of the knowledge base can also be explained better

We are using Zoho desk to power the knowledge base for our internal teams and external customers. Going forward we are also going to be using the ticket management system and ASAP to make life easier for our customers.

The remote access feature. The remote access feature. The remote access feature. Nothing. Just this software. I was not able to use another tool. This product is very affortable.

Not having an inventory feature. Yes, not having the ability to keep track of my inventory. Include the inventory feature. Yes, I would love to. In the inventory portion.

I can keep track of all my service call. Yes, the cost is very affordable and reasonable. yes I am more productive with this tool Yes it has increased, especially when I am able to remote in.

Easy to use and user-friendly interface. I am also using Zoho assist for remote support so both are more useful for me

No major dislike for this Zoho desk. i was working properly most of the time I haven't faced any issue.

Help us to manage the ticket on priority and solve it and monitor the ticket later

It organizes our support email into easy-to-see tickets. It keeps our customer service staff focused and efficent.

The setup is a bit daunting, but that is to be expected for a system this robust.

It keeps our staff focused on one task without stepping on each others toes. It gives us accountability and transparency.

There ticketing system is not bad as it is .

They need to make it a little bit more easier to use

I am still catching up with it for now nothing really to say

With its simplicity of use, it's a good app.

I'm waiting for the messenger apps integrations

Improve the attention to the customers and have major control of the tickets and resolutions.

Zoho Desk is the best product when it comes to channel automation from the use of the help center, phone, emails, WhatsApp, Telegram, Web Forms and Social media. This helps in the streamlining of the support process and the tracking of tickets in different departments as well as the number of tickets by channels.

Zoho needs to be open more PBXs that can integrate with the Desk system to reduce call charges from 3rd party companies whose services are not in all regions. This will reduce the costs associated with inbound and outbound calls.

The problem of ticket management and assignment rules that allow the support team to handle tickets from different channels. The SLAs per department are quite useful when tracking the performance of departments by the support managers.

I like the Zoho Desk the best. It s must having software that everyone who needs ticketing system in their office

Except for Zoho Desk, we have not tried anything else. So its hard to pass comment

Ticketing System

Its help center and the one on one support from its engineers

The time difference from my country to India, cause its hard to find a proper time for a one on one support from the engineers at zoho desk.

I'm solving a customer service problem cause zoho desk will help us at the office in responding to customers even if responsible staff is not around, other staff in the office especially the IT administrator know the status of the customer's requests. Also the customers can track their own requests by signing in and seeing the status of their tickets. This benefits our office cause it will gain recognition in a good way from the general public especially our customers especially given this web-based customer service software is in line with the current trend these days here where everything is available to anyone with a computer device that has an internet connection. The cost of travel is minimized for our customers as they need not come to the office they can just log in to our help center and know the status of their requests etc.

Zoho Desk has a very good price/performance ratio and comes with all the necessary features that you wish for a ticketing system. It's even very user friendly and self-explanatory

Since we don't have very complex requirements in our use case, Zoho meets our needs very well. Perhaps it could reach its limits with more complex requirements.

Zoho Desk allows us to provide a professional service to our customers by organizing and handling their requests in a structured way. When you have a lot of requests and your business grows, everything starts to get a little confusing. this is where Zoho Desk comes in, helping you to handle these requests very carefully.

Great product! Helps us keep our support team organize.

There are some kinks in the software intergration with other apps

Helps us keep our support team organize.

User friendly, easy to use, help bussiness to increase.

ticket fillter by date is not avialable.

Bussiness grow. I realized that it really worked.

It has portal and community to be in touch with customers.

I have no topics of dislike until now. For now everything is ok

Visibility of ticket to customers

The ease with which tools can be integrated into the website and systems. User-friendly and completely easy to use. The support team also helps solve problems at the earliest.

Too much hype created by agencies that work with Zoho on integration and the need for support to implement Zoho for startups. Need a team that understands startup issues and takes them step by step towards full scale integration.

As a startup, the biggest challenge is finding a product that fits diverse needs and demands to give better service and sales support to every customer, without burning a hole in the pocket for things that you can implement. This problem was solved through Zoho, easy to use, install and great self-help to support implementation. So, pocket-friendly quick setup covering all use cases.

I like the possibility to integrate with other solutions, as SalesIQ

The price should be reduced as you add features of other Zoho products

Management of many websites, from sales to customer care.

Easy interface, and works well on mobile devices.

Too many features, the learning curve to figure out core support functionality is unnecessarily long.

Quicker interaction with customers at a lower cost to the company.

It is very easy to configure and plan to go live.

The product itself is a little too modular when you wish to use certain additional functions.

Cost-saving

su facil lectura y comunicacion con clientes internos y externos, nosotros recien empezamos con esto y nos estamos adapatando

nos cuesta a veces adjuntar archivos en las respuestas, no es tan intuitivo en ese item, al menos para mi

el contacto sin ruidos entre empresa y clientes y proveedores

recursos do ticket e facilidade do uso e configuração da automação

configuração um pouco complexa principalmente no centro de suporte

suporte / helpdesk / suporte remoto / controle de chamados

Nice product, can easily manage the customer queries in one place and provide the solution. i like the SMTP feature and looking for WhatsApp integration as well.

Nothing to dislike, the price is also good compare to other products in market.

My support system problems are getting resolved faster

ZOHO Desktop and Assist seam very intuitive and provide solutions my MSP needs

Ease of domain mapping and help documentation seems difficult and cumbersome

Developing as an MSP, having the ability to manage a remote system both actively and in an unmanaged state is crucial to my business success

is a good ticket management system and has a lot of customizations

It's not very easy to get started and to set.

Ticket management, team SLA control and problem solving in a simple way

Is possibile to add products to tickets.

You can add a product-name to a cusomer Ticket form. But it is not possible to add another product field or rename the product name field.

Structure email traffic at product level by creating a ticket.

The Simplicity of the app design and options given to user for customization of tabs.

there is less clarity for new user on how many users can access the app on 01 licenses

We were recording the machine breakdown in a register which is time taking and changes of error for data loss are high. Also, we have to create the soft data later on for generating a report. now it become easy and fast with Zoho desk

Sample UIs, Omni channels, workflow APIs

some key features not available in starter plans

single and unified interface for customers issues posting

Very easy to customize and vey easy to manage the tickets

For now i dont find anything to complain about the tool

All my support team is now to attending through the toll and help me to be more faster with my client

They have designed the software in such is quite easier for anyone to run

If they change the Facebook account from 1 brand to multiple pages then I would give them 10/10.

managing the social media messges and emails.

Zoho Desk is a truly easy way to go for ITSM in small companies, it takes only a few hours to adapt to your needs and it gives some of the best practices in this field.

It would probably be difficult to implement some custom functions if you are not familiar with the development and some features would not match perfectly with your needs if you do not use custom functions.

I've implemented Zoho Desk in my companies to deal with the IT support management to be able to follow what is done or not and, also, to use some KPI to help decision-taking for my head management.

O melhor é a complexidade da ferramenta.

Muitas opções bagunçadas em alguns campos, fica confuso.

Reportar incidentes de forma a conseguir extrair informações necessárias ao negócio.

Excellent tool for support teams is easy to use and can be implemented very quickly

What does it cost per user? I think there should be a plan with several users

we had no problems implementing the solution to our work team