Zoho Desk Software


 

Zoho Desk (formerly Zoho Support) is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.

Zoho Desk collates interactions from various media (email, phone, chat, social media, self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.

With integration with Zoho customer relationship management (CRM), customer information can be fed into tickets logged in Zoho Desk, which enables service agents to know more about the customers.

The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and addition of help folders. Zoho Desk can also be integrated with clients’ in-house systems.

 

Zoho Desk - Response time dashboard
 
  • Zoho Desk - Response time dashboard
    Response time dashboard
  • Zoho Desk - Team feed
    Team feed
  • Zoho Desk - Bandwidth monitoring
    Bandwidth monitoring
  • Zoho Desk - Ticket screen
    Ticket screen
  • Zoho Desk - Conversations
    Conversations
  • Zoho Desk - Countdown work mode
    Countdown work mode
Supported Operating System(s):
Web browser (OS agnostic)

576 Reviews of Zoho Desk

 

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Software Advice Reviews (2)
More Reviews (574)

Showing 1-2 of 2

Larry from Oklahoma State University
Specialty: Education
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

May 2017

May 2017

Great product with lots of features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Very reasonable price
Many many functions that drastically increase prices on other products
Very customizable

Cons

Maybe too many options
Usability is okay, but seems a bit clunky
Customer service is okay, but I've seen much better

 
 

Vicki from Trusted Tours of America, LLC
Specialty: Hospitality / Travel

November 2015

November 2015

Zoho Support Experience

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I like that I have a record of my interactions with our clients with Zoho Support and can search on different aspects, such as the type of product the ticket is referring to; the category of the question; what action was taken; etc. Also can search by any word or number in ticket. The input entered during action on the tickets, is searchable later for backup.

Likes Least

Sometimes the system hangs up and tickets cannot be accessed, or data is lost before it is saved.

Recommendations

Make sure you have backup and look at multiple products before you commit, since your business will depend on the accuracy and ease of use of the software.

 
 
 
Showing 1-20 of 574

Nathan from Cyber Timez

July 2017

July 2017

Integration is not seamless

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ring Central Integration but it could be better. I do not like how it opens up two apps or has trouble dialing extensions. Not sure why it needs a google window for Ring Central plus the phone that shows up on the Zoho Desk.

Cons

CRM and Desk are two separate programs and for a small business I need both and want them to be integrated better then they are.

Source: Capterra
 

Emmanuel from THE Sushi School
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

wanting to develop this internally, zoho saved us

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This is the most simple way to integrte an easy solution for any issues happening with clients. they get emails straight away and can fins answers themselves, we LOVE it!

Pros

Easy to implement and links with our zoho crm features, this is awesome.
The staff has time to really work and stop looking around to find an answer

Cons

so far we did not find any limitations to the application in use. still in the testing/implementation phase, but so far so good!

Source: Capterra
 

Moovendan from Globalenglish

July 2017

July 2017

Very Good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Good and very use full , Good management software
They will be all things around you . all thing help to yours

Pros

Good and very use full , Good management software
They will be all things around you . all thing help to yours

Cons

Good and very use full , Good management software
They will be all things around you . all thing help to yours

Source: Capterra
 

Axel from Apptitude Sàrl
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Great tool to manage multiple client support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Multi-user
Customisable customer portal
Email integration
Domain Mapping
Zoho customer support for SSL setup

Cons

There is not 2-way Gmail/email automatic sync like Pipedrive does
The cost to add Multi-brand Help Center feature is a bit high

Source: Capterra
 

Chad from Silverlinings Technology

July 2017

July 2017

Great Features, Functionality and UI

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ability to take and track tickets from customers. Very simple and intuitive interface for ticket logging, tracking and reporting.

Pros

Zoho/Desk is pretty feature rich. It covers our minimum requirements and goes above and beyond. If you had a limited number of users and technologies to support, you could easily get away with using the free services.

Anything beyond that, supporting multiple customers, departments, etc, will require a paid plan. Which brings me to the cons...

Cons

The documentation is pretty simple. Poking through the software, you get the idea of how something might be used, but when you check the documentation, you don't really get clarity. This leads to having to search the forum, which while helpful, is still not as quick and easy as just checking better prepared documentation.

Source: Capterra
 

Jay from LACW

July 2017

July 2017

What a great alternative to Zendesk. Cheaper and has everything you need.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The ease of use is the best part about it. We were up and running in no time. By the end of the week we were experts.

Cons

There are a few basic features missing such as the ability to clone a ticket or change the ticket numbers (support can help with this though).

Source: Capterra
 

Aziz from Global English
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Very well done! Very easy to navigate and very well put.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I am able to do helpdesk just like with any other known softeware.

Pros

Very rich experience. There is everything that you need to contact a great helpdesk experience. I love it.

Cons

there is something that I hope it improves, which is the tickets that that assign still stay at the front

Source: Capterra
 


July 2017

July 2017

Our efficiency increased by 35%

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Zoho Desk is a great SaaS tool that we using to get requests from our clients. The best thing is; it is very easy to manage tickets by automation rules so agents can see their tickets in their system automatically. We have Zoho CRM also so it adds a great value that we can integrate CRM to Desk.

Pros

Easy to use, no training needed. We are able to manage all our client tickets with the help of zoho desk. There is no missing request anymore.

Cons

It would be easier if we can start tickets by our agents. Sometimes it is a necessity to create a ticket on behalf of the client but it is not possible right now.

Advice to Others

If you want an efficient and easy reported business, Zoho Desk will help you.

Source: GetApp
 

Cyrille from applications
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Zoho is a good tool and easy to use but some features are missing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Organization

Pros

Easy to use and intuitive. There is a lot of features that we needed that others competitors of Zoho don't have.

Cons

It misses an important feature which is assigning a ticket to a group of users. Also, the Zoho Desk API is not working.

Source: Capterra
 

Pratham from Tripster Developers
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Zoho i believe is a wonderful Customer relationship management software out there.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use software compared to others.
Ticket creation is the best thing i like and how we can handle it.

Source: Capterra
 

Kalpesh from BizzGang
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Awesome Integration and exceptional results

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Perfect but just need some more time to understand so please extend the trail period. so i will be more explanable to my Boss.

Pros

Easy integration with the projects and other zoho products that way I can easily managed mid-size company over the zoho

Cons

The support is very bad sometimes and some time is amazing over the chat, I always get great response but when they are available over the ticket. I do not get a reply.

Source: Capterra
 

Waleed from Shopronto
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Excellent customer support software

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Made customer support easier.

Pros

Having used this software I feel that it is a big help in managing customer support, it's an all in one solution which is what is best about it and very competitive price wise.

Cons

Nothing substantial, although I found it a little complicated to setup initially. Clearer guides on how to set things up would improve this.

Source: Capterra
 

Jeremy from ibTech International FZC
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

It's a wonderful site, although personally speaking the aesthetics of the site can be improved.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The functionality of the site is very good as there are a lot of options available especially comparing with other similar products in the market.

Cons

The design and interface of the site can be improved as it looks a little bleak and a little more color can be added.

Source: Capterra
 

Kalpesh

July 2017

July 2017

After using the other Support portal, I am very much comfortable with zoho desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use, when ever you need to filter ticket you can easily do that, you can also figure out how many times client sent tickets.

Source: GetApp
 

Kalpesh from VeravalOnline Incl
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

I am stunned by the products and services, we did not asked more than that,

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

My multipe organization works

Pros

It's the automation and double system or noting the ticket. It is also the most comfortable, I used to have WHMCS, Zendesk, but its way better and very easy customization.

Source: Capterra
 

Grace from Linda Rost's Better Bookkeepers

July 2017

July 2017

So far, so good!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Very helpful. I'm hoping to get more experience and practice with it. Customer service follows up in a timely manner and seems to be very helpful, although I haven't had any issues needing resolving yet.

Source: Capterra
 

daniel from FixPc
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

i like the interface and it s very easy and you can use the mobile application to sync everything

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I'm working in technology and i need a system of ticketing also the application is on android how beautiful it is

Pros

I like the explanation and the interface of that application, it s very very easy to manage and the app is mobile.

Source: Capterra
 

Ron Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Great helpdesk with a couple of caveats

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Iintegrates well with Gmail and Twitter, cost is good, and the layout is quite intuitive. Fantastic for simple companies that work with one brand name / website.

Cons

Difficult to set up for running companies with multiple brands. Could not find a way to integrate multiple Instagram and Facebook pages. Difficult to get your normal email address to appear as the replay to address.

Source: GetApp
 

Khalid from American Stores
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

ZOHO IS AMAZING

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall ease of management

Pros

I love the fact that it is easy to use and readily accessible. It has all the functionality that a Job Ticketing System should have.

Source: Capterra
 

Timothy from High Speed Crow
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

The software is great and gives us everything we need other than support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

the ability to offer live chat to our clients

Pros

the features and having the ability to offer live chat to our clients is fantastic, that coupled with the ability to track trends and tickets makes it a really great solution for our organization

Cons

I have found the support to be a bit lacking, trying to figure out how to do something that i was not able to do took a lot longer than it should have when it was a relatively albeit somewhat convoluted fix

Source: Capterra