Zoho Desk Reviews: 4.4/5 — Solid Choice

What I like best about Zoho Desk is its high level of customizability and user-friendliness. It offers a range of features and tools that can be tailored to fit specific business needs, and the customer portal is a great addition for enhancing customer interactions. Zoho Customer Support has been really helpful.

The abundance of settings and functionalities, which can make it a bit overwhelming when trying to locate or adjust specific configurations.

Dealing with large numbers of customer requests and tracking those tickets.

Migratation from zendesk to Zoho Desk was very easy due to their documentation around the process. Plus we are saving a ton of money!

Wish we could have more seats during the free trial, but other than that i love the product

Improving our Customer service expereince at an amazing value

Easy ticketing managing system and integrations

Base version is not that helpful and generally requires an upgrade

It is helping us centralizing our complaint system in our organisation.

No matching ticketing Tool in Market like Zoho

UI should be made more attractive and responsive

UI should be made more easy and attrractive so that Ease of Use can be achieved.

Utilizing Zoho Desk has been transformative for our CS team. Zoho Desk has been an exceptionally user-friendly and versatile tool that has enabled us to streamline our support processes and improve our customer service interactions significantly.

While Zoho Desk provides a mobile application, it could be more streamlined and offer fuller functionality to match the desktop experience. Sometimes, on-the-go adjustments or ticket management can feel a bit clunky, which can be challenging for our support agents who need to provide timely responses outside of the office.

At TradeX, Zoho Desk has been instrumental in solving a variety of challenges we faced in our customer support department, which has resulted in significant benefits for both our team and our customers: Efficient Ticket Management: Before Zoho Desk, managing the influx of customer queries was chaotic. Zoho Desk has solved this by providing a robust ticketing system that automatically categorizes, prioritizes, and routes tickets to the appropriate support agents. This efficiency has not only improved our response and resolution times but also ensured that no customer query goes unanswered or gets lost in the shuffle. Enhanced Customer Interaction Tracking: Keeping track of customer interactions across various channels used to be a cumbersome process. Zoho Desk centralizes all communications, providing a single view of the customer. This consolidation has been beneficial for providing contextual and personalized support. It also saves time for our team by eliminating the need to sift through multiple platforms to gather customer history. Productivity through Automation: Zoho Desk’s automation features, such as setting up workflows, response templates, and notification rules, have significantly reduced the manual workload on our staff. This has allowed us to reallocate resources to areas where human touch adds more value—like handling complex customer issues and improving our service offerings. Data-Driven Decisions: The comprehensive analytics and reporting capabilities of Zoho Desk give us a clear view of our performance metrics. This data-driven approach has been critical in identifying patterns, forecasting customer needs, and continuously refining our support strategy to better serve our customer base. Scalability: As TradeX grows, we need systems that grow with us. Zoho Desk's scalability has been a significant benefit. Whether we're adding new products, entering new markets, or expanding our support team, Zoho Desk adapts to the changing size and complexity of our operations without skipping a beat.

The superb capabilities provided are incredible and can be integrated with nearly any other online apps that we use. In fact, with the close integration of so many features, we're considering moving everything to ZOHO. We are now doing trials of a variety of their other apps such as the online chat, our order forms, etc. It appears that we can run everything except our billing through ONE system and that system has integrations to pull and push data. With Desk we can monitor, track, assign, re-assign, move, and work tickets efficiently and all of that data is connected to the customer in CRM and other ZOHO apps that we utilize for our company.

With great capabilities comes greater complexity. There are a large number of plans and tiers with additional features. Several apps have overlapping capabilities. That complexity creates a bit of a learning curve so expect to spend some time learning everything. The learning curve is worth the effort however. Once fully involved there really isn't any other system out there quite like it with such close integration and so many different apps (over 40) that all tie together into a single system.

Service problems and sales questions can be handled through desk which is connected to our SalesIQ chat and keeps every chat. Leads through chat can then be assignedto CRM and followed through to closing. Service issues can be tracked through Desk and closed when complete.

Zoho Desk is easy to get started with and implement for the organization to use. It has a very easy-to-use user interface. I also like that it has an email component that makes it easy for customers to send in their issues. Zoho also has world-class customer support for any issues. There are many features that assist with solving customer complaints and issues, such as tracking the complaint or issue. I also found it easy to integrate with my process and can check and use it daily to keep customer service on track.

I have not found a downside yet. That is not to say there are none. But so far, I have not experienced anything I do not like.

I host and design websites. Zoho Desk has helped solve the problem of having a way to track issues that my customers have with their websites. If they do not understand how to add a blog post or if they lose their login information, it is a simple email to my Zoho Desk where I can track the issue until resolved. It also is a great way for my customers to simply add tasks such as if they need me to add photos or a new page.

Most helpfull is the access to assistence center for end users and ease set up.

More personalization on de assistence center.

Tickets to support

The customization options are amazing! Really gives you the ability to dial in the templates, the automations, and the look to match what your organization needs. Even if not, the ease of just starting up an instance from the get go couldn't be easier. Our end users also love how much detail they get from responses.

Needs a little customization to get to parity with Spiceworks.

Communications from previous ticketing system getting lost in the ether and improving user-helpdesk communications.

What I like the most about Zoho Desk is the ease of use and intuitive nature of the UI

At this time there isn't anything that I dislike about ZohoDesk

The main problem that Zoho Desk solves is the management of issues that my customers have. It gives us the ability to keep issues organized.