Zoho Desk Reviews: 4.4/5 — Solid Choice

It simplifies the process of managing incoming requests from and providing support to a large user base,

There are a lot of options and it can be a little bewildering at first glance.

Managing support for a large user base. Allowing multiple team members to handle requests and multiple sources of support requests.

Integration with Zoho CRM and ease of understanding. It has support for all the channels we needed plus we can write our own assignment rules.

UI. Font sizes and Colors. Its very black and white.

Its helping us to keep a track of all the incoming querries. Earlier we used to get it on emails, but now we have moved it to Zoho desk and we don't miss out on anything.

The support team is always reachable and helpful. The interface is intuitive and easy to get into speed within no time. The features are rich and offers every thig we needed to manage or contacts and their messages.

The running cost may rise up quickly if you add too many agents, even if you have low traffic. Offering discount based on the low traffic for small businesses would be greatly appreciated!

It eliminated the need to juggle across multiple platforms and allowed to see all contacts and messages in one place

Exploration. As much as you explore you will understand.

Not found yet. Trying to explore it more.

Automating the ticketing system.

Great price, easy to use, fast response.

Difficult to configure, too many options to look for

Access all in one place, company's email, facebook, twitter, instagram.

Very flexible to adjust to the needs and also at the same time quite standardized to setup quickly if needed

UI can be improved slightly but nevertheless wonderful

Digital service desk for all our external needs including customers

Tickets, Knowledge Base, Community, Analytics and Activities

All are feature are good. Nothing can be dislike

We are purposing the cloud call center, and this product is available in a reasonable cost and has better feature

Zoho desk is easy to use and integrates into the Zoho software. I can do advanced search to easily track all tickets connected with my accounts and I can even view them directly from CRM.

Zoho desk does not automatically pull all info. We have to enter in a lot of fields connected with the account. Some can be automated but it feels like a lot of items are manual input.

It lets our team track and manage tickets easily. We are able to follow issues and keep all notes in one place. This lets us easily pass information from our CSM team to Support to Eng. team

Ease of use, very affordable pricing, and helpful support team.

An on-premise solution as well would be good.

Affordable helpdesk ticketing solution.

Ease of usage and option for customization gives freedom for process creations. The improved new design allows themes and fonts which is pretty impressive. Support provided in rare downtimes was also great.

Sometimes the pages do not load in the new design which is a road-blocker. Reporting and analytics can also be better in the new design.

Maintaining a record for all the client interactions done over email and providing information based to customers on the progress of the active internal cases which are recorded in Zoho as well.

Ability for sales team to raise tickets that can be integrated with Jira. Our sales team is able to coordinate tasks and actions on every deal with our Product analyst via the Jira integration.

Desk needs to be able to pull information from contacts and deals in a better way so that we don't lose time in searching for information from one tool to another.

Coordination between sales teams and technology team to work on the information and tasks related to customer enquiries and internal projects that need to be tracked and managed.

It very user friendly, efficient and captures work flows vert well

There is nothing not to like about the platform

Our customer support Tickets , Faults and Issues

Simple to use and simpe to set up. Didnt need any help setting up everything. From custom emails to adding cusytom domain everything was done with in the app. Even when stuck with a problem support always helps.

Im very happy with all asscpects off zoho deskt. One little thing that i dont like is when you send email to customer they cant see the smily or sad face untill they download this picture.

Time management, less phone calls from customers and i can see what is my staff working on with out the need of asking them. Its a lot better than whiteboard system that we had before.

I love how integrated it is with other zoho platforms. It makes ticketing so much easier, the customer service team is very prompt at helping and providing answers.

I wish the entry price point allowed for more functionality than currently.

The need for data-driven insights to improve customer support. The software provides advanced analytics and reporting tools that help businesses track key performance metrics, such as response time, customer satisfaction, and ticket volume. This information can be used to identify areas for improvement and optimize customer support operations.

As i Am a Zoho Crm User and Administrator, I am finding the implementation of Desk very Easy. We are a company with 10 service consultants and 3 Salespeople and the integration between Desk ad crm seems seamless

The service desk should have tne same chat bot as CRM is easier than trying to chat on the phone with a consultant. They are always keen to help but being in Africa and trying tyop chat to a tech in India is a challeng.

At this point we find that support issues sometimes get held by a particular consultant and then the client get upset that it take to long fora solution. With Desk's ability to escalate support tickets this problem will be eliminated.

The ease of use, customization, and overall experience of Zoho desk. I also enjoy the customizable email channels when setting up different departments and the granular control over the access granted to each agent.

We are still using the trial expierence for this product. So far there is nothing that I dislike about the software and the ticketing system available, as we are still going through the trial with this software.

This would be replacing our current internal support ticketing software, which can be cumbersome to use and configure. Additionally, this software has many more features to use if we need it.

We've found the ability to customize user forms very helpful in gathering data up front from the customer.

We haven't launched yet but I have no complaints as of yet.

Zoho is filling the much-needed gap for specific user requests and automated delegation. We will have the ability to fully track customer requests.

Zoho Desk is an easy-to-understand and easy-to-use ticketing tool. It has helped us a lot to manage our customer queries and make sure to resolve them in the stipulated time. It has helped us build a strong relationship with our customers and partners

Till now, haven't found anything that I dislike about Zoho Desk

Zoho is solving my problem of managing customer queries regarding our app and service. Keeping our users updated about their concerns and addressing them in the right manner

Simplicity, layout, overview, easily manageble

Nothing so far. It has more options than we currently need.

Taking our ticketing to the next level.

Easy to use and integrate with a lot of services. I received a contact from a partner two days after the subscription and talked about how to use it. Very high attention to the customer.

Sometimes the menus aren't that easy to find and some functions are a bit hidden, but it's great and at the right price

Handling all my customers in one place. Connecting social networks and other stuff in a fast way.

Rapida configuracion, demo con persona real. Costo razonable para el tamaño de nuestra empresa y tambie para el proyecto patra el que lo contratamos. Facil uso, implementacion rapida.

Hasta ahora no hemos tenido inconvenientes, seria bueno que tuviera opcion de customizar la paleta de colores disponible. Seria ideal tener demos en espanol, tuvuimos que hacerlo en ingles.

soporte para cliente gubernamental, que se usa con formualrio a traves de un sitio web y los tickets llegan directo a la mesa de ayuda, y descde ahi se ateinden.

Fácil de usar e bem intuitivo, estamos em testes, mas devemos assinar.

Tem umas travas de assinatura, tipo preço diferente por região do planeta.

Organizando a comunicação da equipe com os clientes.

The best I like about this application is its user interface because of its design, it's a very concrete, and incredible structure. This application is simple and easy to use and we can easily customize this for various social media accounts.

While using this tool there is nothing that I don't like relating to this application, I have used it several times and found this tool of great value for our company.

This application helps us to connect with all the team members, enables us to sustain direct interaction with each of them, and gives an appropriate way to deal with any event or last-minute situation. Because of the simplicity of use and user-friendly user interface, everyone is able to utilize it with no hassle, irrespective of their particular technical understanding.

Good. I like intuitive UI, and easy to understand knowledge base.

Nothing to dislike so far. All good. Thanks.

Zoho desk replaced my mail based customer service.

How customisable it is and how easy it is to use

Needs clearer user guides and troubleshooting options

Providing me a user helpdesk and self service center

It's simple, modern and easy to learn! Main features are set up in no time! We set up our helpdesk in less than 45 minutes...

We didn't found much jet. there are so much Add ons, modules and features that it takes time to get in touch with everything possible...

Is helps managing our customer calls and documenting the status and resolution of our tasks

Good to access and lot of good features are provided, they have all the channel of communication and its good.

Nothing so far, No all features which we were looking for all are working as expected.

ticketing, SLA trakking

Multichannel support: Zoho Desk allows I to receive and manage customer support inquiries from multiple channels, including email, phone, social media, and live chat.

I am starting to use it, so it early to say what i dislike about the product. Give me several months and i will have clear answer

helps me to easily communicate and handle my customer requests easily

The ease of use and the simple to-integrate feature. We can also have system intelligence easily built into the system to handle tickets in terms of handling and allocations also.

Zoho Desk UI needs to have more intuitive features rather than just coded features or reports. Some of the common features can be built out of the box common for all.

Handling Customer service requests and tickets for problems and ensuring due TAT of handling the requests promptly by our CS teams has improved our customer confidence.

smart, convenient, user-friendly, many features

have not created and processed many tickets at the same time

task management, time control, data storage and activities