Zoho Desk Reviews: 4.4/5 — Solid Choice

Overall integration, ease of use, page loading to name a few.

Customer support, precise knowledge necessary for the specific window

Customer service, Customer interaction and integration to IPPBX

Clean interface, easy setup and great support for teams.

The product demos could be a little more extensive

Integratable live chat feature, documentation management for our customers

We love Zoho Desk; an excellent customer service platform that has dramatically improved our efficiency. I like its automation tools; they are instrumental and allow us to handle large volumes of support tickets efficiently. We especially like how the platform integrates multiple support channels, allowing us to respond to our customers via email, live chat and even social media from one place. It also has an intuitive and easy-to-use user interface, which has helped our team quickly learn how to use the platform.

While it offers many customization options, the platform is still less flexible than other customer service solutions, especially compared to open-source alternatives or more advanced solutions. In addition, integration with third-party applications is limited.

There are several ways in which Zoho Desk has benefited my organization; the first and very important is that we have been able to start providing better service to our customers by allowing our support agents to handle and resolve support tickets in a more efficient or organized manner. With better ticket management, we have improved customer satisfaction and retention; the platform also has automation tools that allow us to automate repetitive tasks and save valuable time and resources; for example, you can automate email responses and assign tickets to suitable support agents.

The user interface is well in general. It's simple and mostly intuitive. However, I would like to have a little bit more contrast here and there. The price is good compared to similar leading cloud services. The free version is good enough to setup a customer channel for email. Customer service is responsive and replies in reasonable timeframes.

Although the pricing is very competitive, I would love to see a better pricing model targeted for startups. In addition, it really makes a lot of sense to set different pricing for different countries because purchasing power is hugely different among many countries. If they have new pricing model to cover such aspects, I think the product will be more widespread. Also, they will prove they care about small businesses and support countries struggling with poverty.

Zoho Desk helps us create a unified approach to client management. All team members can work together to respond customer inquiries. It is also time saving and efficient to add/remove team members as necessary. We can see who replied to tickets.

The platform is simple, effective and easy to use

A couple of more customised features could be added

I thelps us keep all tickets in one place and enable transparency across organisation

Concuerda muy bien en sus opciones como para luchar contra los demas productos del mercado, dandote la posibilidad de tener muchas acciones para hacer las cosas, y muchas herramientas, tanto de redes sociales, como comunicaciones, como soporte

Es muy rebuscado, muchas cosas estan separadas y repetidas, ya que asi como existe zoho desk, tienen demas productos para manipular diferentes areas como redes sociales

Tener una atencion al cliente, tanto de livechat y automatizado, como poder darle soporte a traves de las redes sociales, la creacion y manipulacion de tickets y el buen precio frente a sus competidores

Zoho desh is easy to set up and use. It allows you to easily manage tickets from various sources.

Mutli branding is not possible without biggest licence, default field unchangeable and some slowness in the interface

Zoho desk facilitates communication with our customers and also the organization of the work of the support team

Zoho desk is easy to set up and quite extensible. For the price, you get an excellent helpdesk system for any small / medium sized business.

While Zoho Desk is a good value and extensible, it's not as versatile as it's big brother ServiceDesk. Some of the connectors / integrations with other systems don't work well or have minimal features.

For us we are simply trying to a) manage IT staff and b) support issues. This provides us with a centralized tool that both our users and our IT staff can use to manage all of the IT related issues, questions and concerns our users have.

- Automation - Ticket Management - Usability - Cost Effective

- Limited amount of Assignment Rules - Ticket Merging - Limited amount of Departments

We have many operational activities and client requests that need to be taken care of daily. With Zoho desk we have been able to automate the process of assigning this tasks to specified users/agents.

Easy to use and easy to understand great

Leanthy platform sometimes lacking and need bit user-friendly.

Zoho is a good platform for corporate to track the projects and help desk.

We have been using premium helpdesk ticketing platforms for more than 10 years now, having recently moved to Zoho Desk. So far, we are very happy with the ease of setup, quick availability of support and rich features.

Like most platform migrations, you have to have an invested interest and patience to slowly work through the range of configurations and options, otherwise it's easy to loose track of your progress on the backend.

Zoho Desk is allowing us to track incoming support requests, manage the time agents take to resolve the ticket and ensure that the business honours its SLA agreements.

I love that you can create a heirarchy in your knowledge base. The fact that it integrates with Zia so you can easily search for answer articles is also amazing!

I think the free plan is quite minimal which is unfortunate but understandable. Some of the navigation of how to structure the knowledge base is also not always straight forward.

Having internal team members search and find articles to answer their questions, thus saving time for the support team.

the possibilities of customization are very helpful

Le rôle des agents est parfois difficile à gérer

Zoho Dess make it easy to manage, track, and resolve tickets, incidents, and problems

Easy to use, set up and configure. Nice user dashboards.

Application should email customer when ticket is closed.

help desk ticketing

The ticket system is wonderful. And de support very fast. Less than 2 hours to get the best response.

It is a bit difficult to understand at first. But that is because is powerful.

I need a good customer support after I sale my products. And I thnik Zoho Desk can improve much what I need

easy and flexible allows easy integration

non that I can think of at the moment i don't really see any hard-core limitation

user complaints and requests

Really intuitive UI, super easy to integrate with their API

Took a while to understand how to set everything up, with settings seemingly sproradic across the platform

Our QA triaging and assessing user submissions. It's helped us by providing a robust solution, allowing us to concentrate on the bespoke elements on our side

Zoho has CRM along with Desk, which is easier to manage and analyse user data.

The article on how to use ZOHO was basic and useful, but after exploring the product, we learned that ZOHO has much more as a product.

Zoho Desk helps to handle the tickets and also allows to collect the data from CRM to validate the user.

It was so easy to setup and in no time. I dont have time to waste on trying to figure out how things work. In no time my support email was setup and connected to Asana.

So far, i do not have dislikes, I still need to do some digging into the features.

Giving me a ticketing system and control of what still needs to be resolved.

excelente apoyo en la organizacion de requerimientos del departamento

No permite modificar la casilla de correosaliente, y en la notificacion de cierre no envia a mas direcciones.

En el control de requeriemientos

Zoho Desk allows instant ticket creation upon email being sent and that Zoho Desk allows immediate notification that the ticket is created and it will be processed and it can be followed up according to the thread of works done

Would be great if there is a printing option to allow printing of the details of work carried out for billing purposes

It allows us to provide a good Help Desk ticketing system for our clients to submit issues related to their works and for us to provide faster turnaround time and up to date information for customers to know when the wok is resolved

The ticketing system is seamless. Its easy to expand your team with this software too

It does not have Web Whatsapp integration and only business API integration

Customer service is important to us and this helps us give better service to our customers

I highly recommend Zoho Desk as a customer support and ticketing software. It is user-friendly and intuitive, making it easy for my team to navigate and manage customer inquiries. The platform offers a wide range of features, including automation and integrations with other Zoho apps, which streamlines our workflow and increases efficiency. Additionally, the customer support team is responsive and helpful in addressing any questions or issues we have. Overall, Zoho Desk is a great choice for any business looking to improve their customer service operations.

One downside of Zoho Desk is that the reporting and analytics capabilities are somewhat limited compared to other customer support software. It can be difficult to get a comprehensive view of our customer service performance and identify areas for improvement. Additionally, the pricing for some of the more advanced features can be on the higher side, which may not be suitable for smaller businesses with limited budgets. Another thing I dislike is that the software can be a bit slow to load at times, which can be frustrating when trying to quickly respond to customer inquiries. The interface can also be cluttered and overwhelming, making it difficult to find specific features or settings. Additionally, I have noticed that the mobile app of Zoho Desk is not as polished as the web version, so it's not as smooth to use as I expect it to be. It's worth mentioning that this is my personal experience and these issues may not affect everyone in the same way, but it's something to consider before making a decision.

Zoho Desk is a customer support and ticketing software that helps businesses manage and organize customer inquiries and support requests. It allows teams to streamline their workflow, automate repetitive tasks, and provide efficient and effective customer service. The software is beneficial for me as it allows me to: Create a centralized hub for all customer support requests and inquiries Automate certain tasks such as assigning tickets to specific team members or sending out automated responses to common questions Track and manage customer interactions, making it easier to identify and resolve issues. Provide detailed reporting and analytics to evaluate the performance of my team and identify areas for improvement Integrate with other Zoho apps to increase efficiency and streamline workflows Collaborate with my team members and access customer information and history in one place Overall, Zoho Desk helps me to provide better customer service, improve efficiency, and track performance while also providing me with insights to improve my customer service.

Multiple modules for specific tasks that integrate well between the various modules

Like any system, it takes a bit of time and learning to determine the best set up and configurations

Tracking of assignments through a ticketing system for multiple areas. The system allows us to easily link staff to an area and track assignments.

Cheap and a lot of features for our use cases. For example templates and macros and whatsapp integration and chat bot

The feature list is divided in different suite of products

For me I want to create tickets of Whatsapp chats and Zohodesk is helping me in that way

Linking with Zoho Forms has allowed us to collect more customer details, without the need to manually key.

At this point, nothing :) The system does exactly what we need it to do, and i feel like we only scratched the surface.

Data collection from our customers, to help us get it right first time.

It is helpful for me because I can keep track of m my work

In a few words the UI si not very customer friendly.

It's helping me with the fact that I can put together a scorecard with the results fo the reports you guys offer

Cloud Telephony was the best. Onboarding the team was easier

Nothing as of now. We need to have an extended timeline for sharing any disadvantages.

Individual phone are not used anymore and that gives a centralised solution.

If you are looking for best solution to bring a customer support to your application, then I would recommend Zoho desk for easy and seamless integration.

It will be good if they come up with proper stable UI support for all mobile and desktop platforms to use.

Zoho desk is solving a problem of creating and maintaining own customer support ticket management system.

i like the effortless view of all channels and the speed is quite remarkable, I'm fascinated with number of integration and the colors is comfortable to the eyes

Well, there is nothing to dislike, perhaps what we need more is a free AI assistant service and auto-completion of repetitive tasks! and need a more detailed monitor insight of my agents and alert if certain criteria is met we didn't find a timing feature for the tickets, clients support is perfect but agent side need more work and monitoring service!

The price is just everything and Zoho Desk gives the best price in the market and many features to choose or upgrade! we can grow from small to big with Zoho Desk!