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 easy and simple way to set up and provide a fast way to integrate into the production is simple and beautiful.
Even though the free version has many options, it is good to have more integration, especially with other Zoho tools.
End-users support, report, and track.
1. The ticketing System. 2. The ease of use. 3. The automations it provides. 4. The connectivity between multiple channels/platforms. 5. The Knowledge Base a user can create and use it to pull articles. 6. The remote control system.
1. The date format. There should be a 24 hour format not just the P.M. and A.M. system. It creates confusion between departments. 2. Just a bit of personal customization options, like colors, appearance etc. Not so important though.
Zoho manages to bring us closer with our customers and improve our technical support team productivity so we can provide best of services, fast and accurately. With Zoho Desk our productivity has increased and management has never been easier.
the level of customization of the tool is very high
So far I have not found any bottlenecks or limitations in the implementation
Manage tickets and knowledge management for both my clients and my employees
It enables to run the entire business with just one suite of business applications. It also offers all 40 plus apps with full features of its enterprise editions.
All the features offered by Zoho One by its application are well-performing, so there isn't much to dislike, yet it could still work on the customer support services.
A suite of 40 business applications that has so many applications and functionality that are not offered by many companies with a centralized administration management console, for one price.
The ability to manage different customer
The form is not customizable as per our liking
It has streamlined my engineering team and reduced my dependency on direct client communications
Its so powerful yet so easy to use efficiently.
I'd like to see an option to delete a Desk manually without requiring assistance from support.
Zoho Desk is nestled within an infrastructure of tools that creates an efficient and productive environment for work.
Easy to integrate and easy to set up. It's like plug and play.
Zoho desk API expires in 1 hour. API should at least be active for 24 hours or more then 1 hour.
From any user system, it's easy to generate tickets and perform related tasks like searching and listing.
setting up in 5 min login of calls via email easy updating, allocating and closing of ticket simple to use. Stats for the day, week and month for your tech's
For what I need it for it works 100% Do not use all the functions
All internal requests maks it easy to manage requests between 2 engineers
Integration. You can pretty much run the whole business with the integrated product
Needs to improve in admin settings. Needs to improve user interface
Integration and workflow
Zoho desk is very easy to use. It can be integrated to many software including some of the most popular telephony softwares that are out there. It can also be connected to some of the internal apps.
There isn't much to dislike depending on what you want from the software. If you're looking for something quick out of the box this might not be for you and might be difficult to figure out
We needed software to track all conversations with customers and Zoho Desk and Zoho CRM with all the integrations and add-ons that they have can fulfill. So it's a good software to have
Desk makes it easy to view my open tickets by status. It also allows efficient creation of different Ticket View to ensure I am able to quickly monitor the performance of my team.
Desk's interface is somewhat outdated compared to alternative Ticket Management Systems, like ZenDesk. The User Interactions are also a bit clunky and could do with some streamlined improvements.
Zoho Desk allows me to access Unassigned Open Tickets very quickly, assign them to the appropriate team member, and track the results metrics based on Response Times, Threads, etc.
One-stop shop shopping, consolidated control and billing. We were using separate remote control software, outdated chat and an inferior ticketing system compared to Zoho.
The product line-up is really big, so it's a little hard to get your head around all the options. I came in looking for ways to optimize support, add forums, etc., but their plethora of CRM, presentation, sales-channel and other tools were a lot to process. Upside: there's a good chance they have a tool for nearly any need.
Consolidating our chat and ticketing was the primary solution we sought. Forums/Help Center is a plus and we plan on adding in-app support for our mobile solutions soon.
The organization of tickets. We are able to see all of our tickets in one place, and it makes it very easy to use.
Setup support was very lacking. I had to figure it out myself, and I am still sure that I haven't done a very good job.
Organization of support. It is already improving just a week later. We have barely scratched the surface.
Very easy to use. I enjoy that I can respond to customers via email directly from the platform, meaning I do not need to open a separate window.
The different versions of the software are too confusing, and it would help to have the ability to have more than one user on a low-level package.
Keeping all of my support tickets organized to make sure we don't miss anything.
Realy good system to use for our business. Very easy but gives our clients a great experience.
Nothing! The system works great there is nothing i can complain about.
ticket system
Its highly customizable, which helps a lot with the specific needs of the support team
Sometimes its a bit hard to find the right settings, because there are a lot.
Through Zoho I can manage all the support needs of the employees of my company.
Las escalaciones por equipos, ya que si el ticket no se resuelve en cierto tiempo requerimos que se escale a otro nivel así hasta llegar a Dirección
la complejidad de configuración, porque actualmente tengo dudas en su funcionamiento pero lo que requerimos si es posible con zoho
el costo por implementación
Great product. Does exactly what we need for my business.
I do not have any issues at this moment.
We needed a great ticketing system and it is helping orgaize everything.
salesiq and zoho desk mobile apps are great
so far everything seems perfect to me, even their customer support is by whats app
My customer support through tickets and live chat has allowed my users to be happier
Esta super bien el servicio y las funciones que tiene.
todo me gusta no hay nada que no me guste en este software
cubre mis necesidades totalmente de atención a usurios remotos, seguimineto
Easy to Use and Understand, our basic use of the system is ticket generation.
High Cost, our basic use of the system is ticket generation. if we can get that module in less cost, that would be good
Easy to Use and Understand
Very easy to use tool, it also has the necessary functions within reach.
may need a lot of attention at first to understand but it's worth it
It helped me a lot to consolidate all the bug and incident tickets
It was easy to integrate with our systems and easy to use by customers and our staff.
Cannot send files between messenger and Zoho Desk
Technical issues, helps to reduce the searching time in the crm
Features Ticketing tool User Interface Reporting system, Data Analysis, Very useful for ticekting system
Analytics Very slow some time Report takes longer time to download Need more reports option like Average ticket closure time
Ticketing
Simplified support ticket management poral.
Integration with other third party tools is quite complex
Helping us to managing internal IT support ticketing
Using Zoho all the formula are easy to use
Actually not face any difficult but needs to improve in some part
To improve structure of design
Ticket system. This allows you to manage emails in a better way.
Layout slightly outdated but other than that, no complaints.
Extending my trial. Helps us work out the best package for us once the trial is over.
the easy way to open a ticket directly from an email, make the life easy to the customers
I will be great if ZOHO will support RTL language (Arabic, Hebrew) and multi-language templates
With ZOHO Desk I can open and solve faster bugs and requests. even more important, when I meet my clients I can show them the results and the SLA respected from the dashboard
Very simple to integrate. Loads of features to customize. Create your own KB.
Still testing but its seems that it has all we need.
The admin gets a bird's eye view of the entire support team.
zoho desk is intuitive. tickets are easy to set up.
excel reports are not as clean as i would like.
zoho desk is solving how we sort our help desk tickets.
