Zoho Desk Reviews: 4.4/5 — Solid Choice

Zoho Desk has been a great assist for the startup Transportation company I work for. Zoho provides a web portal to bring in our customer support inquiries and provides an easy-to-manage dashboard to view and respond to customer support inquiries.

Customer enhancements are never done. Zoho API is limited and there are many things you can't do.

Cost savings and workflow management are the key things for my team.The feedback I've received from my team has been positive. Zoho Desk helps our company to build strong relationships with our customer.

Many functions in the lower payment tier. Most helpdesks charge you more to give you time tracking or other features.

Customer support is slow. It takes at least 3 days to reply to me when I have questions.

Tickets from multiple channels, time tracking, multiple contacts per account, feedback widget.

Customer tagging, ticket tagging, Ticket collaborations

snippets, Insertion of snippets could have been easier.

Ability to work with different support team members.

Ease of use and customization of fields that can be done quickly and without extensive IT knowledge

Special character limitation have had issue with several uploads and data fields we have tried to work with

Tracking of work flow tickets and escalation protocols. Zoho will be re[placing or augmenting existing tolls.

I love how the chat is integrated into the helpdesk, whereas our last system didn't even have a chat function

The system can seem a little daunting at first sight.

We were having a problem with email forwarding that was creating the forwarding address as the user and not the original sender. Zoho has a simple switch to toggle on to fix this problem.

We loved all the possibilities and customizable features it has built in.

We feel that the ticket view and management can be improved.

We are now able to connect with our users and keep our communication organized.

Self service user ticket generation. Ticket tracking simplified

Integration with Office 365 Teams took longer to setup than expected.

User desktop questions on PC operations and trouble shooting.

All the features it has. Compare to others it is great for the requirements of my company

It would be great to have more personalization for the end-user experience.

Remote support for customers with time tracking.

The desk is relatively easy to use and I like the fact that most of the tools integrate with each other. For Example: I can send an invoice directly from the helpdesk.

I would like the ability to customise the desk more. A lot of the templates have to be used in order to work with the HelpCentre. It would be nice to have any layout or templates set to your own requirements.

The idea is that engineers can easily work on tickets, share workload, track time, invoice customers and various other day to day tasks. Management can pull of reports and see how effective the service workflow is and what areas will need improving. It will also help when charging customers.

The features and tracking are very nice. Easy to use and set up.

It seems to only keep tickets for 30 days, then they disappear? You can upgrade to a more expense plan to keep tickets up to 90 days? It is not clear exactly how this works (preserving ticket info).

Email tracking and support tracking.

Ticketing system is great out of the box, and seems to have all of the customization that we needed for anything that was missing. Tickets being auto-generated from incoming emails is great and easy enough to setup.

The reports don't seem to be that intuitive, but can be customized. The downside of the customized reports is that they require the Professional or Enterprise paid versions, but I guess they need to be able to make some money off their product so it seems fair enough to me.

Organization, seeing all of our tickets in one place instead of having to search through records across different platforms is really cutting down on our response time. Being able to schedule tasks that we can all see and collaborate on is awesome.

The look and feel is really good. And the numerous channels to use, makes the business really productive.

Zoho has not integrated with WhatsApp yet, which is now a very common platform in many business to communicate.

The benefit of having the desk in the cloud and responding to tickets on the go, compared to on premise service desk.

It has a friendly and very simple platform for users.

Some functions are missing to complete for the SLA as well as autocomplete data quotas

1.-Registration and allocation of tickets for help desk 2.-It is very easy to use and copy with the most basic and important for the survey of requests

Zoho Desk makes it easier for our support people to deal with tickets from all different channels.

The vast ecosystem of Zoho apps sometimes make it a bit confusing without a formal prior training.

ECommerce customer service

The desk integration to the app is great and super easy. The most important part is their support. They are super active and if you mail, they respond as soon as possible. Besides I get tremendous help from the vendor company who installs all the configuration necessary for the company. They provide training how to use that and any

sometime I did not get the right documentation in a place where I landed.

Our customer can easily raise issues here from various places.

Intuitive design and multi channel support. Very easy to learn after watching the demo although we dont need to use all thevarious finctions.

There is no Instagram and whatsapp integration

Streamlining customer support operations

We have Zoho Campaigns integrated into our Zoho CRM. It 100% manages lead creation, click through rates, unsubscribe, etc. Currently, we can load 55,000 leads or subscribers into Campaigns and send more campaigns than anyone ever shouldIt makes for a breeze with collaboration, training and onboarding. Sites is really awesome as well, its extremely user friendly and integrates with a number of payment gateways. The invoice client portal features are nice as well. We utilize the document management as we provide document processing and management services, we have over 5,000 files on our doc account and counting

I had a few issues adding my existing leads but that's because I'm a MailChump. My techno skills are lacking and Also, it seems to be alot of burocracy when it comes to getting assistance with tech issues. It would be nice if the Zoho One apps were automatically streamlined. And the telephony set up is hard to understand. Otherwise its a great platform I have managed my company on for 2 years and we are not leaving any time soonit was designed to do. I have to tally up one by one manually in the Recipient Activities 'Clicked" menu (time killer and impossible with a big list!!).

It's top of the email foodchain when it comes to managing large lists of subscribers. We had previously sent email in batches that were too large to handle the responses in a timely fashion. Zoho Campaigns will send the emails in batches and send them based up the recipients time zone. Huge benefit there.the issue of exposure for my newest venture, and keep the lines of communication open with employees and clients as well as other prospective business opportunities as they present themselves. The benefits really speak for themselves. This gave us the full integration to Zoho CRM and opened up a better way to speak to our customers.

the system is affordable, includes the top features we may need, the system is very customizable. can be integrated easily with tons of external apps and services

i'm from the middle east so i need a full support for arabic & hebrew languages in addition to full rtl layout support.

manatian a

Yje ability to Multi - Task with all Customers or Leads at the sometime and still be in control. But am still learning from it.

the ability not to be able to create Leads or deals from Desk Ticket

Mangagement Consulting with different clients with different issues to resolve

Zoho has a simple interface that puts this software at the service of anyone. It has well distributed function menu. You can access this tool from any platform and it adapts very well to the different screen formats. It is easy to manage accounts and integrate them using this softwate. The customer service meets on time with every concern that comes our way.

Although the interface is simple I think it could improve in terms of appearance. Make it more attractive to the eye. Feel that we have fun when we walk through each of its functions. This would undoubtedly give a plus to this software that in itself is already very good.

Thanks to Zoho Desk, interaction with our users has been greatly facilitated. We have replaced the ways in which we communicate with them by unifying them in a single platform. Zoho has support in several languages which makes things even easier. We have a lot to thank Zoho Desk.

We are very pleased with the layout and interface of Zoho desk. Very easy to work with and the help section is straight forward. The support has been exceptional.

Nothing at this point, we are please with the product at this point.

We have not been able to migrate our tickets from FreshService, but this has more to do with FreshWorks than Zoho.

The frontend, the easy way of all the item, and the flexibility to make custom thinks

don't have integrate a strong reporter, but all the feature are good to make a help desk good

the tracking of the case, and a platform for the customer to put there ticket

Seems to be working, need more time to evaluate

trial period too short so need much longer trials

Keeping customers happy

Great reports divided by agent and theme.

The design needs to improve, especially in the KB.

Every issue is sent to the correct deparment and moinitored by management.

Most useful thing I feel is different channels are available to create the ticket which could be very useful for end user. Also the integration with products like Microsoft Teams,etc. is great. The best thing is Zoho desk is on cloud.

I think there should be more customization options. Specially multiple templates in single department

1. Most big problem we are solving is inhouse maintenance of DB as zoho is on cloud. 2. Also interface for the end user which is there is Zoho is great. It would eliminate manual work of technicians creating SRs on behalf of end users.

The Reporting and Agent features are both simple and powerful. The dashboard and ticket triaging is also ideal for IT use. The personalize commenting and submit for review features are nice too. Adding agents and tickets can be done from many varied platforms.

I only wish it had a simpler way to set up varied auto responses. The pay for version allows more customization.

It has made it simple to track and manage IT support tickets. Multiple agents can be part of a group, making it easier to assign tickets en mas. We are now more efficient and better equipped to service the client.

I was looking for unexpensive & almost ready-to-use self service FAQ portal and found that Zoho Desk is one of the best and more cost effective solutions available

HTML and CSS customization is basically needed for adapting the portal to any company site standards but is not so stightforward to use. It would be nice to have templates or exeamples available

Making available to my customers key informations about my service

Ability to customize it according to your company needs. -Comprehensive ticket system -Supports multiple agent - Knowledgebase

The mobile app needs some work as some Customization. Email Customization required in regards to font, color.

Tracking of issues and providing fast solutions for our clients.

Well undoubtedly it has a set of super power features that matches our requirement and the way everything works is amazing.

There is nothing to be disliked about this product, it is growing and we are growing with it.

well we are right now at a very initial stage of implementing it, Things that benefit us is that they have a bunch of people who works behind the scenes and there are some who manages it very well.

Flexibility. Number of features. Integration possibilities.

Cusomization possibilities . No integration with Zoho Inventory

Tracking cutomer tickets