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)

959 Reviews of Zoho Desk

 

Start your review of Zoho Desk

Click to start
http://www.softwareadvice.com/help-desk/zoho-support-review/
Software Advice Reviews (2)
More Reviews (957)

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 957

Kip from Otium Financial Planners
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Zoho CRM

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 and program. Love this CRM. It is one of the best I have ever used. It is easy to configure to meet your needs and the service is absolutely awesome. I have been using this program for over 7 years.

Cons

wish that they had group rates

Advice to Others

definitely worth trying this over any other CRM

Source: GetApp
 

Adam from Xpensable
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Amazing suite of products

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

Better than google docs with a number of streamlined products that all tie together in one easy to use package. Our company loves Zoho!

Cons

Zoho main company logo is pretty ugly to be honest but all there other graphics are nice to look at.

Source: Capterra
 

Tim from VLS-Group
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

Better than email and excel management

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

better service to our endusers and better overview of issues and severity

Pros

The fact that it is available in the cloud and is multi-user. You dont have to maintain multiple excel files and wait for unlocking by other users.

Cons

Not that fast UI. Pretty slow which is frustrating. Cannot add attachments through the public portal. General attachment system is pretty old school.

Source: Capterra
 

Pooja from Proxce,Inc.

September 2017

September 2017

Awesome!

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 have just began , so don't yet know about the benefit.

Pros

The user friendly interface and it totally mirrors "less is more"! Everything is well segregated and easy to navigate.

Cons

it is slightly slow to load.

Source: Capterra
 

Adina from Frogparking

September 2017

September 2017

Easy to use system

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 user friendly with many options of features. Easy to integrate with other programs and to share in a team.

Cons

The support was not that helpful when I tried to change the portal name. They were fast responding though.

Source: Capterra
 

shane from Control-It Smart Home Automation
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

I am super impressed with zoho.

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

Once I get my team to successfully use it ( inter-office push-back) then we are going to be smooth sailing. It really streamlines processes - organizes you both in the office and customer facing making you look very professional.

Pros

I like the Ease of use and Integration tools the best - YOu don't have to sit through a lengthy training in order to use it. It is pretty self- explanatory.

Cons

THe only thing I like the least right now is that it has many A La Cart features that really add up fast. I need to talk to a representative to see what they are offering.

Source: Capterra
 

Jaydeep from Madhav Outsourcing Pvt Ltd
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

very good service

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

Support Ticket system for customer

Pros

The support system is very handful tools for mini online ventures. perfect tools for entrepreneur online new businesses

Source: Capterra
 

Andy from Heartland Interiors Ltd

September 2017

September 2017

overall a brilliant piece of software for the money.

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

i'm just a few days in to using this software, a fantastically flexible piece of software scalable to fit individual needs. even the limited (not so much that it'll stop you working) free edition is feature rich and will improve your companies support dept no end.

Cons

as with any good, flexible software, there is quite a steep learning curve involved getting things setup.

Source: GetApp
 

Suresh from Tek Travels Pvt Ltd
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

So far its good, we are analyzing further

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

Will be able to reduce manual efforts to increase efficiency.

Pros

There as so many features which are good in Zoho desk but i like most Snippets this is very useful and user friendly.

Cons

I like ticketing system so far but there are lot of areas where improvement required most important is Ticket assignment on time basis is not available

Source: Capterra
 

Laksh from TBO

September 2017

September 2017

its easy

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

Ultimately, Intercom connects the dots between the customer experience and our products. That lets us learn and innovate much faster.

Source: Capterra
 

Olexandr from Firm "Mark&Sales"
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Zoho Desk is perfect application for service company

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

Zoho Desk is perfect application for service company.
Riviera Villas's service company uses this application for everyday work. We receive and create tickets, plan tasks and etc. Very simply to control a large amount of information with Zoho Desk. Our agents automatically receive notification about new ticket, cliet's answer etc and our customers automatically receive notification about done tickets. It's very comfortable.

Cons

I can not use CSS when creating templates for automatic notification for my clients. Despite this I will recommend Zoho to my partners

Source: GetApp
 

Rob from vocational education and training
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

Great product.

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

Been able to use a website that is well made and been able to access information easily.

Pros

Great portal and dashboard. Found it easy to navigate through what I need to get done. I also found the website good.

Cons

If I could say a 'Con' of this helpdesk would be that sometimes is not easy to add a new client. It did take me a while to add a new client.

Source: Capterra
 


September 2017

September 2017

Great product for Support 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

Zoho Desk is a great product for our Support Staff. It's very easy to manage tickets and gain insights easily.

Cons

It's slow sometimes. Integration with other products by Zoho is not good and it would be great if they allowed that.

Source: GetApp
 

Yaseer from Sharif Metals
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

It is good software to maintain our customer service

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

Organize the Team members and Good Customer support to delivery the best services

Pros

Workflows , CRM, Customized modules Template, Android Application best customer support ticketing system

Source: Capterra
 

Daniel from SCSI

September 2017

September 2017

Really nice integrated experience

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 amount of functionality which exist inside the system is really great to see. When compared to other systems where you have to look at 3rd party solutions to get the same level of functionality, it's great to see it all in one product

Cons

There are some clunky areas when trying to set up, once you get past them its ok. These areas mainly exist in the creation of users, just a few little bugs.

Source: Capterra
 

Miguel from VCS Wireless

September 2017

September 2017

I currently use Zoho Books & Zoho Subscriptions and I love it. I started using Desk for ticketing.

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

What I like about Zoho is that all their software integrate. Its a great system and the accounting side of it is awesome.

Cons

I really don't have that many cons. The only cons I can have it the printing checks side of it. they should make it similar or similar to QuickBooks.

Source: Capterra
 


September 2017

September 2017

Complete

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Zoho desk is a complete Helpdesk online software, with a very easy-to-use interface. The ticket interface is the best. The chat is also a very good module, especially the part you separate the users that can interact with clients.

Cons

For a brazilian user, the translation is not so good and the user can't suggest any new translation or corrections.
The other cons is that Zoho has a great ecosystem, but it's not integrated.
The price, also for a brazilian user, is a little expensive.

Source: GetApp
 


September 2017

September 2017

Lots of features

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

Lots of features, that you may or may not use. Custom views and ticket sorting helps. Similar to zendesk in many ways

Cons

Takes a whole to get familiar with the views and features of the system. Wish there was chat support built into Zoho Desk so we can get started with ease.

Source: GetApp
 

Sérgio from ZOLTRIX - Soluções Integradas, Lda

September 2017

September 2017

Great experience

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

flexibility. we can personalize to our own business. some awesome videos and tutorial to see and learn.

Cons

maybe to many options :) we are in a discover way yet. some generalist templates were welcome! we need more time to do a correct avaluation.

Source: Capterra
 

Kartheeban from Team Everest
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Simple to use. Does the work perfectly. Great functionalities.

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

Able to convert our support mailbox to tickets and close them quickly. Easy to assign tickets to right departments.

Pros

You can quickly close tickets, assign to new agents. Lot of automation available. Syncs with other Zoho Products.

Cons

Initially, UI was confusing. Gets a little time for initial setup. Once the setup is done, it becomes easy to use.

Source: Capterra