Zoho Desk Reviews
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2174 Reviews
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great internal and customer communication
Reviewed on 10/01/2023
To keep tabs on the many ways in which people have reached out to us with questions about our...
To keep tabs on the many ways in which people have reached out to us with questions about our bespoke products—email, phone, and even in-person—we have implemented a ticketing system in Zoho Desk. We have a long way to go until we fully integrate the system, but so far, what we've seen, we like what we see.
Pros
When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.
Cons
One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.
- Industry: Health, Wellness & Fitness
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A fantastic tool for answering customer queries
Reviewed on 06/09/2023
Questions about orders or invoices, tickets, and customer administration. We were able to streamline...
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.
- Industry: Computer & Network Security
- Company size: Self Employed
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
Everything is in BETA, after you are sold into a purchase...
Reviewed on 24/08/2018
I realized I need a product that will fully integrate with my Google contacts and calendar, be able...
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.
Pros
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.
Cons
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?
- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Zoho Desk excellent plataform for Customer Service
Reviewed on 08/08/2024
A plataform full of features, many ways to comunicate with, good support
A plataform full of features, many ways to comunicate with, good support
Pros
It's a very intuitive plataform, the way you can manage the tickets
Cons
Maybe a little overwhelming the application
- Industry: Hospital & Health Care
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
For managing tickets and tasks, Zoho Desk provides all I need
Reviewed on 02/08/2023
Maintain the things we offer by attending to the routine upkeep tasks that clients email us about....
Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through.
Pros
Setup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable.
Cons
Zoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times.
- Industry: Pharmaceuticals
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Zoho for Customer management
Reviewed on 07/03/2023
Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT...
Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT department for resolving ticketing of internal employees.
Pros
Software is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.
Cons
Desktop application is not available and to get started with zoho desk need lot of modification in the computer system.
Alternatives Considered
Zendesk SuiteReasons for Choosing Zoho Desk
Zoho desk has multiple options and low cost of operation and aslo handles lot of tickets.- Industry: Education Management
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
Zoho desk allows me to track all incoming requests and to convert website visitors to real...
Reviewed on 01/09/2021
A good-looking dashboard and customizable reports make a significant difference from other products...
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.
Pros
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.
Cons
I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Monthly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
our all-in-one client-success management tool
Reviewed on 21/07/2023
This tool helps our team to manage invoices and support related issues and personally, I'm...
This tool helps our team to manage invoices and support related issues and personally, I'm satisfied with it.
Pros
Zohodesk helps us to effectively communicate with our customers in several ways:- It enables us to create effective create quote forms with automatic payment options attached. This works in the way that when a client requests a free quote. We usually include a payment option at the bottom of the quote that will permit the client to directly make their payment (PayPal and Stripe) after quote acceptance. We also urge them to quickly sign and agree to our business terms before payment is initiated.-We use it to create automatic recurring payments based on the contract type with the client.- It also helps to manage support tickets and follow up with any issues our clients might be facing.The most fascinating part of it is that ZohoDesk handles everything internally
Cons
Even though the free version is limited, but yet, we still get the best out of it. It's not a bad deal.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great on its own, OUTSTANDING when synced with Zoho CRM
Reviewed on 23/07/2019
Pros
The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing.
It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk.
Powerful automation features.
Love the customer portal + knowledge base, we use it every day.
Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.
Cons
Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.
Reasons for Switching to Zoho Desk
The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but Zoho Desk came as part of the Zoho One suite. I couldn't be happier with it.- Industry: Market Research
- Company size: 2–10 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Value for money
Reviewed on 26/05/2023
It helps me lower my work loads and keep new customers. The scheduling and automation is really...
It helps me lower my work loads and keep new customers. The scheduling and automation is really great.
Pros
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.
Cons
It gives lots of value for the price. All great.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Fully ticketing and best helpdesk application system - Great Value for Great Features
Reviewed on 16/11/2022
Overall, I found the Zoho Desk user interface to be great. It's easy to navigate and create...
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.
Pros
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.
Cons
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.
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.- Industry: Telecommunications
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Zoho Service desk
Reviewed on 16/11/2020
Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the...
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.
Pros
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.
Cons
Complicated to setup and training is required.
Reasons for Switching to Zoho Desk
Seemed to have better support and product dev that the others. Features seemed more matured.- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A really good product, complete and easy to use.
Reviewed on 25/05/2023
For our company our customers are the most precious asset, and their satisfaction is an extremely...
For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain and even increase it as much as possible, we implement new techniques to favor customer relationships and generate trust and an overall exceptional experience while they are using our services, It is here where Zoho Desk takes the place and plays an important role because thanks to its implementation, we managed to improve response times to their requests, customer service agents can view and manage tickets more efficiently and easily, which has allowed us to respond to their queries quickly and effectively; This has undoubtedly led to a significant increase of approximately 40% in their satisfaction, we have really benefited from the use of Zohk Desk.
Pros
The UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities.
Cons
Really have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance.
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Awesome Software
Reviewed on 22/07/2018
Pros
Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time .
Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far.
With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement.
This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.
Cons
Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs.
We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues.
There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!
- Industry: Pharmaceuticals
- Company size: 501–1,000 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Optimize Your Support Processes with Zoho Desk: A Critical Review
Reviewed on 04/06/2023
I had the chance to use Zoho Desk as an intern in the university's pharmaceutical research and...
I had the chance to use Zoho Desk as an intern in the university's pharmaceutical research and development division to handle customer service enquiries pertaining to our research projects. The application was effective in managing and resolving customer issues. We were able to properly track and prioritize requests using its ticketing system, resulting in prompt responses and resolutions. Our connection with customers was streamlined because to the automated capabilities, like email templates, which ensured consistency and saved time. The collaboration tools in Zoho Desk enabled our support team members to communicate and coordinate easily. Overall, Zoho Desk greatly enhanced our customer care procedures, allowing us to give our stakeholders timely and effective service.
Pros
Numerous benefits are available with Zoho Desk for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates.
Cons
Even though Zoho Desk has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability.
- Industry: Food & Beverages
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Zoho Desk Is Best so Far
Reviewed on 15/12/2022
Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most...
Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most importantly, it is user friendly and you do not need special training to be able to set it up, thay have it all in their help page.Zoho also is not sensitive to IP addresses, it is accessible everywhere and is very helpful to companies that employ remote workers.
Pros
For more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later.
Cons
There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me.
- Industry: Construction
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
An ideal tool to achieve the best tracking and interaction with customer requests
Reviewed on 19/04/2022
Zoho Desk has enabled us to interact in an innovative way with customers and increased the...
Zoho Desk has enabled us to interact in an innovative way with customers and increased the cooperation of team members to ensure that all open tickets are closed and all inquiries are answered in the specified times and without delay, which raised the level of satisfaction of our customers with the rapid response to them.
Pros
I appreciate the ease of use and ease of setting up operations in Zoho Desk, as it makes everything go smoothly and the staff can also be in harmony with each other when performing jobs. I love the design of the customer portal, where you find all the information, as well as requests and pending tasks, as well as the dates required to be completed with it. I also love the communication channels that Zoho Desk provides, which keeps the work team connected at all times and under all circumstances. I also like the capabilities that Zoho Desk provides, which also enables customers to easily know the status of their orders, which enhances customer confidence in the organization in general.
Cons
It is not a lot of negative or complicated matters, as it is easy to enable all members of the work team to use it optimally. I really appreciate the very helpful support provided by the Zoho Desk team as well as their regular email guides, which have been instrumental in simplifying things and making the best use of the system.
- Industry: Machinery
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
powerful and efficient customer service
Reviewed on 24/08/2023
Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication...
Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication is impressive. Efficiency and communication management is improved with this platform.
Pros
I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.
Cons
At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.
- Industry: Staffing & Recruiting
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
Everything runs on Zoho Desk
Reviewed on 06/02/2023
The entire company uses Zoho Desk to manage our daily processes and report on our projects. We...
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.
Pros
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.
Cons
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.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Efficient customer support management
Reviewed on 12/10/2023
Zoho Desk has allowed us to effectively manage our security incidents and requests, providing...
Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers.
Pros
I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.
Cons
At times, it can be a bit limited in terms of fully accommodating our specific security needs.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
A quick support and quick acknowledgement
Reviewed on 11/02/2023
Pros
Task management and ticket tracking and remote control, chat.
Cons
Less reports and task segregation, UI design
Switched From
TeamSupport- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Very user-friendly support desk
Reviewed on 22/03/2022
Overall its a very good software in terms of usability. Happy with this.
Overall its a very good software in terms of usability. Happy with this.
Pros
User friendly
Easy to setup
Handles almost all requirements
Knowledge base functionality is also good
Good Automation
Cons
- Searchability of tickets is an issue. Search with ticket number and many other parameters does not work properly
- Zoho changes it pricing/ features in certain tier to make us shift in pricing tiers. The features once subscribed should not be changed for old users.
- Once started, switching this software is not possible because of so many support articles added in knowledge base
- Industry: Food & Beverages
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
The Best Customer Service Software, Zoho Desk
Reviewed on 24/12/2022
My experience everytime is a good one. I love it all over again when I use Zoho Desk every day of...
My experience everytime is a good one. I love it all over again when I use Zoho Desk every day of the week
Pros
Zoho Desk creates a timely communication channel where without delays communication is sent to the right people, this has helped my business get more clients as they are happy they dont have to wait for long to get any help they may require. Its customizable. Zoho Desk is cloud based which is very strong and I have never experienced any challenge with data issue. Its inexpensive comparing to other funtionless softwares. Easy to generate customer ticketing. It has a live chat feature which is really helpful to sort customers queries in real time. Zoho Desk integrates seamlessly with other Zoho products. Its pretty easy to asign tasks to agents. Its easy to see all tickets statuses.
Cons
No drawbacks. I like the entire funtionality and It can only get better and I’m here for all that. I reccomend it to all that wants to take Customer service to a whole new level
- Industry: Law Enforcement
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 7.0 /10
Lots of Features, Solid Performance
Reviewed on 23/08/2022
Overall experience is positive but not perfect. I would recommend Zoho as a serious option for...
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.
Pros
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.
Cons
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.
- Industry: Accounting
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Easy to use, but not enough features
Reviewed on 03/07/2018
Pros
Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.
Cons
There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.