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What Is Zoho Desk?

Zoho Desk is a powerful web-based issue tracking software. The issue tracking cycle begins when a customer reports a problem and ends when the customer leaves feedback on the support they received. Zoho Desk helps you manage this entire cycle and ensures a reliable and error-free issue tracking process. Advanced process automation, feedback loops, team collaboration, case management, customizable dashboards, and reports make Zoho Desk an ideal option to track and solve issues faster.

Who Uses Zoho Desk?

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk

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Reviews of Zoho Desk

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sanjay
Sanjay
Business Development Manager in South Africa
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Zoho Desk- Efficient Support Tool

5.0 6 days ago New

Comments: It's great. Good tool and does the job.

Pros:

Easy Setup Good 3rd Party Intergration Provides the user experience we need

Cons:

There should be more telephony providers for more countries

Peter
Consultant in Denmark
Renewables & Environment, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Offers multiple options to help customers get their issues resolved quickly

5.0 last month New

Comments: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Matt
Owner in UK
Computer Software, Self Employed
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Zoho Desk isn't a favourite option of mine, but it works.

3.0 2 years ago

Comments: Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it.

Pros:

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Cons:

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

Liam
CMO in UK
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Keep your customers happy

5.0 last month New

Comments: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Christian
Christian
Human Resources Manager in US
Verified LinkedIn User
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

A fantastic tool for answering customer queries

4.0 10 months ago

Comments: Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.

Pros:

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Cons:

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.