About Zoho Desk
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.
The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.
No alerts to end user when the ticket is passed from one agent to the next.
Filter reviews (2,056)
Filter reviews (2,056)
Using Zoho Desk as a ticketing based solution is great
Comments: A single glance at this program was all it took to fix the ticketing problems we were facing. When we were looking for a new software, I was simply able to get the things I required and could display them to my team with no trouble at all.
As a ticketing system, Zoho Desk allows us to keep tabs on and respond to customers' questions about our bespoke goods, whether they reach out to us via email, phone, or in person. Although we have just begun to understand how the system works, we already have a good idea of how beneficial it will be after we have fully implemented it.
When it comes to cost, Zoho should be more transparent when incorporating additional tools like Zoho Assist. Although Zoho's huge amount of modules is a great asset, it would be even more helpful if there were a means to track the potential financial impact of implementing various configuration options.
Try Zoho Desk it's highly recommended in his cathegory
Comments: I have been one of the decision maker in my previous company to decide buying Zoho Desk after our trial period, because of its clean interface and facility to be used to everyone including those without experience in team work organization online.
Clean interface, minimalista, easy to understand including to those who are not familiar with a management team platform.
sincerly I do not have anything to add for the moment, maybe in a short future.
Alternatives Considered: LiveAgent and Zendesk Suite
Reasons for Switching to Zoho Desk: As said before, because of its clean interface, minimalista dynamic and fast response.
Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.
The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.
Alternatives Considered: Salesforce Sales Cloud and SurveyMonkey
Switched From: Freshdesk, Help Scout, JIRA Service Management and Kayako
Zoho maintains automated tickets that are easy to attend to
Comments: Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.
In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.
Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.
Great Value for money
Comments: It helps me lower my work loads and keep new customers. The scheduling and automation is really great.
It's easy to use, has more features, is less complex unlike other apps and the pricing is far lower than others with great value.
It gives lots of value for the price. All great.
forever grateful to zoho
Comments: In my personal experience Zoho Accounting software has made my life easier by allowing me to track my accounts efficiently, generate invoices quickly, and ensure GST compliance. With its user-friendly interface, Zoho Accounting software provides a simple and intuitive solution to manage transactions and expenses in real-time. This has saved me time and reduced errors. Additionally, I can generate invoices and billing statements with just a few clicks, and the software handles all the GST calculations and invoicing requirements, making GST compliance easy. Overall, Zoho Accounting software has helped me streamline my business accounting processes, which has enabled me to focus on growing my business. It saves a lot of money by cutting down my accounting staff and completely depend on zoho.
Zoho Desk is a great accounting software for small business owners who provide corporate event services with a short staff. The software allows you to streamline your accounting processes and keep track of all your expenses and revenue. With Zoho Desk, you can easily create invoices, manage payments, and keep track of your expenses. The software also offers detailed financial reports that help you gain insights into your business performance. It is easy to use and accessible from anywhere, which makes it a convenient solution for business owners who are always on the go. Overall, Zoho Desk is an excellent choice for small business owners who want to manage their finances efficiently and effectively.
Some of the commonly cited cons of Zoho accounting software include limited customization options, lack of integrations with some popular third-party apps, and the steep learning curve for new users. Additionally, Zoho accounting software may not offer some of the advanced features that larger businesses may require, such as more robust inventory management or project tracking tools. So it would br a concern for businesses looking at upscaling. However, for small business owners with basic accounting needs, Zoho accounting software can be an excellent and affordable solution.
Review of Zoho Desk
User-friendly interface: Zoho Desk has a user-friendly interface that is easy to learn and use. Even if you are not a technical person, you will be able to get up and running quickly.Affordable: Zoho Desk is an affordable solution that is priced to fit the budget of any business. You can start with a free plan and upgrade as your needs grow.Powerful features: Zoho Desk offers a wide range of features that can help you improve your customer service. These features include ticket management, knowledge base, reporting, and integrations.
No mobile app: Zoho Desk does not offer a native mobile app. This can be a drawback for businesses that need to provide customer support on the go
A complete software suite
The sheer number of features and application that could be used together with Zoho is amazing. Without Zoho we needed to use a patchwork of mostly average SaaS products which were almost impossible to properly integrate with each other. Zoho solved that problem admirably
The application feels very slow to use. Due to this issue a lot of the more interesting features of the app remains unused. For example, most of my colleagues didn't know there was a chat functionality in the system as no one explored it too much
Make managing easy with ZOHO DESK
1. Easy to use interface and is very attractive too.2. One can customize in accordance to their need3. Helpdesk tool plays an important role in it as it allow to do marketing .
1. lack of user customization in entry level package which makes it lesser productive
Zoho Desk is complete
Blueprint and workflow rules, they are very helpful to configure and control every step of our process
Price, is expensive. And others feature that we don't wanna keep for our agents.
One of the best investments for our organization
Comments: Great - and their customer service is great as well.
We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB) + KB easily integrates into tickets + Tickets can be handled by multiple departments and permissions can be restricted to those departments + Single Sign On (SSO) integration for customers + A robust API + ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB + A good mobile app (I personally use it on the iPhone) + Customizable reporting ~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now We look forward to additional releases
It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.
Alternatives Considered: Jira
Reasons for Choosing Zoho Desk: It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.
Reasons for Switching to Zoho Desk: We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.
Fully ticketing and best helpdesk application system - Great Value for Great Features
Comments: Overall, I found the Zoho Desk user interface to be great. It's easy to navigate and create tickets, which saved me a lot of time and effort. I would highly recommend this product to anyone looking for a good ticketing system.
We were looking for a ticketing solution that could help us manage customer enquiries, document and collaborate communication, as well as track and resolve customer issues. Zoho Desk is the perfect solution for our customer success team. It's integration with other Zoho products such as Contacts and Calendar, has really streamlined how we interact with our customers. Zoho Desk has a huge list of features, making it very configurable to our specific business needs. The price is very competitive, making it an excellent value.
It can be frustrating when we can't find the right functionality or how to implement it, so it would be helpful if advanced features were more accessible or if there were tips on how to use them. However, sometimes companies choose to only make these available at higher pricing tiers.
Alternatives Considered: Salesforce Service Cloud, Freshdesk, Sugar Serve and Zendesk Suite
Reasons for Switching to Zoho Desk: I chose Zoho desk over these alternative products because it has all the features a user needs to create a ticketing system, organize and prioritize service tickets, easily track all tasks, create tickets, and respond to them fast. Zoho Desk is flexible, user-friendly, and efficiently tracks customers' history of support tickets. Zoho Desk supports various integrations, such as Jira Software, Google Workspace, Trello, Zoho CRM, Microsoft Teams, Zapier, Zoho Assist, Zoho Sales, and Slack.
Shines above other products we had
Comments: An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.
It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.
The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.
Alternatives Considered: Zendesk Suite
Reasons for Choosing Zoho Desk: The previous product was not cloud-based.
Switched From: Web Help Desk
Reasons for Switching to Zoho Desk: Value for money and ease of use, long list of capabilities.
Very friendly user interface and easy to integrate
Comments: Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.
We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app. Startups who are trying to manage a team of customer support can go for free version and get a hand on it.
Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.
Alternatives Considered: tawk.to and Freshdesk
Reasons for Switching to Zoho Desk: Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.
Zoho desk allows me to track all incoming requests and to convert website visitors to real customers
Comments: A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.
The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.
I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.
Zoho Service desk
Comments: Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.
I like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.
Complicated to setup and training is required.
Alternatives Considered: WHMCS and Freshdesk
Reasons for Switching to Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.
My office manager my secretary and my bodyguard
Comments: I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it
I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend
No list with Zoho is the 99% secure and privacy service provide
Efficient and User-Friendly: A Review of Zoho Desk
Comments: In conclusion, Zoho Desk is a comprehensive and powerful customer service software that can help businesses streamline their communication and support efforts. The platform offers a wide range of features, including email, phone, and social media integration, as well as customizable ticketing and reporting capabilities. The software is user-friendly and efficient, allowing teams to quickly and easily respond to customer inquiries. However, it may have a steeper learning curve for new users and some features may need to be purchased separately. Overall, Zoho Desk is a strong option for businesses looking to improve their customer service operations.
Zoho Desk is a customer service software that streamlines communication and support for businesses. The platform offers a variety of tools to manage customer interactions, including email, phone, and social media integration. The software is intuitive and easy to use, allowing teams to quickly and efficiently respond to customer inquiries. The ticketing system is also highly customizable, allowing businesses to tailor it to their specific needs. Additionally, Zoho Desk offers a range of reporting and analytics features, which can help managers track performance and identify areas for improvement. Overall, Zoho Desk is a great choice for businesses looking for an efficient and user-friendly customer service solution.
One potential con of Zoho Desk is that the platform may have a steeper learning curve for new users compared to other customer service software. Some users may find the interface and navigation of the software to be overwhelming or difficult to navigate. Additionally, while Zoho Desk offers a wide range of features, some businesses may find that certain features they need are not included in the basic package and need to be purchased separately as add-ons.
The one-stop solution for our customer service woes!
Comments: It has not only assisted us in successfully resolving client inquiries and requests, but it has also supplied us with useful insights and data to enhance our procedures. I would strongly advise any small business wanting to optimise their customer support operations to use Zoho Desk.
Customer satisfaction is at the top of my priority list as a small business owner. My team and I were trying to successfully handle customer queries, requests, and comments using spreadsheets and emails. That's when we came across Zoho Desk. We were able to optimise our customer support operations by utilising its powerful ticketing system, which ensured that each request was monitored and addressed in a timely way. The platform also provided several modification possibilities, allowing to personalise it to specific unique requirements. Another significant advantage is its sophisticated reporting and analytics capability. The platform gives us insights into our customer service performance, allowing us to discover areas for development. You can also measure client satisfaction and make data-driven decisions to improve your customer service practises.
Additional features such as chatbots and AI-powered support might potentially benefit the platform, improving the customer support experience. Furthermore, the site might improve its mobile experience, as accessing all functions on mobile devices can be tough. Finally, the platform's reporting and analytics features could use some more flexibility. We would like to see more flexibility in producing and editing reports, as well as the possibility to export data in various formats.
Alternatives Considered: Groove
My experience with Zoho Desk
Comments: Zoho Desk is a solid customer service software option that offers a range of features and customization options. However, businesses should carefully evaluate their needs and compare Zoho Desk to other options to determine if it is the right fit for them.
Desk has a user-friendly interface, making it easy for both agents and administrators to navigate.It offers support for multiple communication channels, including email, phone, social media, and more, allowing businesses to manage customer interactions from a centralized platform.It offers a variety of customization options, allowing businesses to tailor the platform to their specific needs.It offers automation features that help businesses save time and streamline their customer service processes.It provides detailed analytics and reports, allowing businesses to track and analyze their customer service performance.
Zoho Desk offers limited integrations with other software and tools, which can be a drawback for businesses that rely on multiple platforms.Some users have reported that Zoho Desk lacks some of the more advanced features offered by other customer service software platforms.The mobile app does not offer as many customization options as the desktop version, which may be a drawback for businesses that rely heavily on mobile devices.While Zoho Desk offers a free version, businesses that require more advanced features may find the pricing to be on the higher side compared to some other customer service software options.
Everything runs on Zoho Desk
Comments: The entire company uses Zoho Desk to manage our daily processes and report on our projects. We track our daily records with all the basic modules such as Contacts, Accounts and Transactions. We have customized most of these modules to better reflect our own internal processes, as this is easy to do in Zoho Desk. The built-in reporting features allow us to easily customize reports the way we want, giving us excellent business insights.
The reporting feature is very good. Similarly, the ability to create custom "views" in our module log gave us greater insight into key data stored in Zoho Desk. Integration with other Zoho applications is critical for us, and Zoho Desk acts as a hub for project tracking, communication and task tracking for our team. Most, if not all other Zoho applications are natively integrated with Zoho Desk. Zoho Desk is highly customizable. Zoho Desk is a must-have for anyone using the rest of the Zoho Desk platform. In addition, it acts as a tightly integrated hub with other Zoho applications. Making it the only Zoho application where our project users can log in to check emails, tasks, deal status, etc. on a daily basis. As administrators, it is critical that we optimize the way we configure Zoho Desk to provide the most useful information to our users while requiring the least amount of data entry from them.
Honestly, I can't say anything negative about Zoho Desk. One last thing to add is that Zoho Desk has so many features that it is difficult to configure each one to optimize our team's success. It is important to use the features that best reflect our company's internal processes. Integrate with Zoho Social or other social networking tools. This may be due to my lack of effort to make better use of this existing functionality. I would say some UI improvements, although this feature works with the upcoming canvas generator.
Everything is in BETA, after you are sold into a purchase...
Comments: I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.
It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out. HTTPS had to be requested and is not a part of the package unless you call up and request it.
I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite. After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly. The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise. So far, everything does not work as advertised. The support reps keep telling me that their integrations are in BETA. BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens. I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA. I am further contacting my bank and the Attorney General for California. I don’t pay for BETA software. Is there another company that actually fulfills their sales pitches?
Lots of Features, Solid Performance
Comments: Overall experience is positive but not perfect. I would recommend Zoho as a serious option for most mid size organizations. Their support is hit and miss, just depends on who you get but they are continuously releasing new versions and have an active support line.
Our company has been using Zoho for numerous products including this one for the better part of 7 years. Overall we are quite happy with it and the feature set is very large, almost too large at times. It can truly be configured to accommodate a number of business processes. The amount of customization is really endless as well.
The UI has always been a bit clunky for me. It's something that you can get used to quickly but I feel like it could be better. They are continuously trying to improve it but it still lacking other comparable options in the industry. Also, depending on the scope and size of you IT Support team it can be too much in terms of options and functions whereby a team ends up only using about 10-20% of the actually capabilities of the system.
Basic but functional
Comments: Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.
Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.
Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.
As for the overall Zoho suite it easily integrates with multiple other extensions that are essential
Comments: Makes customer management extremely easy once you get going.
Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs. Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform. Training is well laid out and there are plenty of online resources to reference to get going.
There isn't that many... it takes a little getting used to, but once understood it is fairly straight forward. Ticket handling could be a little better, but the question is how to get customers to open new tickets rather than replying to old tickets, and it is not really a software issue.