Zoho Desk Reviews

Pros

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Cons

I understand that it can be a bit uphill for a small team of 3 technicians and an administrator financially! I would give at least two technicians for free

Pros

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.

Cons

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.

Pros

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

Cons

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

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.

Alternatives Considered

Freshdesk, HubSpot CRM and Zendesk Suite

Reasons for Switching to Zoho Desk

I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

Pros

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Cons

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

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.

Pros

Easy features and smooth access to shortcut

Cons

Log in process is cumbersome and not intuitive

Alternatives Considered

BusyPaws

Reasons for Switching to Zoho Desk

Better features all around from a support perspective

Pros

Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time.Additionally it is very easy to use and has a very user-friendly UI.

Cons

Some occasional system slowdowns can affect productivity.

Pros

It's a very intuitive plataform, the way you can manage the tickets

Cons

Maybe a little overwhelming the application

Pros

Easy to navigate and more options than competitor.

Cons

Too many options and functions to know what to really do with.

Pros

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

Cons

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.

Pros

There is no Work area application for Zoho Work area, a vital missing element. The alternate route symbol for Late things might have been set better, perhaps in the top header menu rather than in the footer. The footer menu should be more noticeable, as it is unrecognizable on more modest size screens.

Cons

The easy to use android and IOS applications are one of the most outstanding elements of Zoho Work area, which I like the most. Different highlights which I likewise respect are-It furnishes a basic gadget code with a couple of snaps once you choose to coordinate it with your site or application; you can undoubtedly follow your tickets in general and specialists from the dashboard interface; you can embed labels with each pass to bunch them into explicit classifications for examination and investigating.

Alternatives Considered

Bitrix24

Reasons for Switching to Zoho Desk

We were at that point involving Zoho for their salesIQ so we know its a strong stage. I was dazzled with the combination to our exisiting frameworks ( I have right now sent it on a test site, hoping to go live presently)The tagging framework is fantastic and permits a decent level of customisation. There is additionally less time engaged with going live rather than similar frameworks presented by Engagebay or utilizing power computerize on Office.The CRM abilities are the ideal good to beat all for us, yet we haven't utilized this capability a lot as of now.The folks additionally have great instructional exercises accessible, which responded to a large portion of my inquiries, so I have not needed to connect with help (yet).

Pros

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Cons

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

Alternatives Considered

GLPi and JIRA Service Management

Reasons for Switching to Zoho Desk

Its having good UI and also customizable as per your requirement to an great extent.

Pros

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.

Cons

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.

Pros

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

Cons

No list with Zoho is the 99% secure and privacy service provide

Pros

As a member of the Technical Support group I can say that we are facing one of the most complete tools and that facilitates our work with customers, allows automatically creating tickets for the different incidents that users present and thanks to the predefined rules of assignment to each role these tickets are assigned to each member of the different groups that make up technical support; We can as administrators create profiles and assign or remove members in a simple way; analyze the management times of the tickets which is a point of vital importance due to the different types of customers because it affects the service level agreement, real-time notifications to users of the tickets created and the evolution of the same, finally the integration with CRM allowing you to view customer data for future contacts.

Cons

Having a tool that allows us to be in contact with our customers regardless of the communication channel (chat, telephone, social networks, etc.) is to strengthen the commercial and social relationship between the two, Zoho Desk has fully met the expectations of a tool to create customer requests and for those cases where we have had some difficulty the technical support has intervened promptly, so far nothing negative I can say about the tool.

Pros

Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers.

Cons

It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial.

Pros

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.

Cons

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.

Pros

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Cons

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Pros

One of the biggest pros of using Zoho Desk is its ease of use. The software is straightforward and intuitive. They have an excellent customer support, which is crucial when dealing with technical issues. Another pro of using Zoho Desk is its customization options. The software allows me to customize various aspects, such as ticket fields, layouts, and workflows, to match my business requirements.

Cons

While the software offers excellent value for its price, the costs can add up, especially for small businesses. Another suggestion for Zoho Desk is to provide more comprehensive reporting options. The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance.

Pros

The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys. Increased client satisfaction is a result of these additions. Zoho Desk is often recognized as the best option for efficiently meeting customers' requirements.

Cons

This one's UI could be more polished than other applications in your specialty.

Pros

With Zoho One, organizations get access to a suite of useful tools in a unified interface. All of the functions may be accessed and used without having to switch between applications, thanks to the excellent integration between the various tools. Teams may better coordinate their efforts and produce higher quality work thanks to the intuitive and well-integrated software.

Cons

Although Zoho One provides access to a wide variety of applications, it is not without drawbacks. These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in comparison to free or low-cost alternatives.

Pros

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Cons

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails.
It does not allow to place field to attach files in the advanced web form.
It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Pros

A lot has been said about Zoho Desk but my experience is outstandingly genuine and worth sharing. Zoho gives live performance which is a big achievement for us. We are able to keep track of customers needs and satisfaction in real time. Adjustment is therefore effected immediately where need be. Apart from real time engagement, Zoho is quite affordable. With the much Zoho helps in achieving, it is worth our money and time over and over again. Other benefits of using Zoho Desk are, ease of customization, integration and implementation. Zoho is the real deal.

Cons

For the longest time I have used Zoho Desk, I have no complaints. Neither do anyone in my team. I only feel the greatness of it.

Pros

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.

Cons

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.