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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.
| Company | Zoho Corporation |
|---|---|
| Year founded | 2000 |
| Company size | 10,001+ employees |
| Headquarters | Chennai, Tamil Nadu |
| Social Media |
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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.
Compare Zoho Desk with other popular tools in the same category.
Easy to navigate. Not hard to sue at all.
Nothing. Zoho desk is a good product to use.
It has allowed us to streamline our customer issues.
The organization and ability to separate tasks
A few hiccups with return email to people who put in a ticket.
Organization of work orders
It's very feature rich product and very easy to use product
I think some things could have been better which can ease the user flow.
It's good
The software is very flexible and customizable. We have compared with various tools, but looks the best.
Would be nice a set up consultant can support set up the account/procedure and etc.
Consolidates the communicaiton in one platform, and make traking easier.
Zoho was a very easy to use program from the get go, for myself and for my staff within my organization. I am very pleased thus far with the features.
I am confused regarding the 'Free' for less than 3 agents description when I signed up for this. I am the only IT professional using it as an agent, the rest of the employees only submit tickets. Now I am bing asked to pay. I am confused on that.
Zoho allows me to sufficiently document communication with the end user as well as all steps take to remedy their issues, with the ability to attach screen shots or documents for future reference. This is nice for if I encounter the issue again, or trend an issue before I realize what is going on.
I like the fact that even the base version has a ton of feature to utilize for the cost. Other products I have tried are very limited and cost much higher. Very easy to use and customize as well
I honestly haven't run across anything yet that I dislike. The product has met all my needs so far and has checked all the boxes that I have required of it. I will edit my review when I run across anything.
I wanted a easy way for end-users place Help Desk tickets, and Zoho Desk has provided it. Once the tickets are created they are also easy to manage and assign to specific Agents.
Zoho Desk is simple, economical, and the starting cost (e.g., company resources) needed to start are minimal.
Perhaps the lack of workflows to create custom forms.
Tracking customer requests, assigning problems internally, and digitizing the customer care process.
The overall features of it. Its a very good program one of the best out there
The free plan dosen't have as many features as i think it should
Organizing tickets better
Zoho Desk has been a game-changer for our customer support. It's user-friendly, streamlines our operations, and the multi-channel support ensures we never miss a customer inquiry. Highly recommended!
The trial of the product should be exteded
Zoho Desk has been a game-changer for our customer support. It's user-friendly, streamlines our operations, and the multi-channel support ensures we never miss a customer inquiry. Highly recommended!
What I like best about Zoho Desk is its ability to streamline customer service processes through a centralized interaction hub that effortlessly brings together various customer communication channels like email, chat, phone, and social media, all under one umbrella. Its automation features facilitate the management of routine tasks, while the self-service options empower customers to find solutions independently, fostering a sense of autonomy and reducing the workload on support teams. Moreover, being part of the Zoho ecosystem, it integrates seamlessly with other Zoho products, creating a cohesive and unified workflow within an organization.
Nothing really we dislike about this platform.
Being able to follow up on every single customer support request and being able to collaborate efficiently with all our team members and organisation to gain time and improve our customers satisfactions.