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)

329 Reviews of Zoho Desk

 

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Software Advice Reviews (2)
More Reviews (327)

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 327

Hina from Noticestry LLC

May 2017

May 2017

Very good product. It has helped a lot in tracking the issues and requirements

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

Ease to create and track tickets. It has helped a lot in tracking the issues and requirements. It is easy to generate a report with the filter option.

Cons

We like this product and there is nothing that we don't like about this. It would be really great if we export Excel reports with this.

Source: Capterra
 


May 2017

May 2017

Keeps me organized and save me time!

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
Source: GetApp
 

Jorge from TAKSEE
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

It's very easy to use and very powerful.

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
Source: Capterra
 

Doron from Holistic

May 2017

May 2017

Great value 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

When you get to know it good enough, it's makes your life musch easier. I keep implementing that feature to other companies too.

Cons

It takes time to get to know it, but when you get to know it - it's profitable. I said it from the view of the one who set it up and see oraganization improve their way of work.

Source: Capterra
 

Francisco from morfose, lda
Number of employees: 1 employee Employees number: 1 employee

May 2017

May 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
Pros

Full of features
Very Complete
Support multiple communication channels
UI is very easy and enjoyable

Cons

UI can be a little confusing
Some workflows could be simplified
Customer Service can be a little slow to resolve issues

Source: GetApp
 


May 2017

May 2017

The best out there 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

Proper emails can be sent, just like from our regular email clients. Merging tickets and managing the flow. Very customisable to do exactly what I want.

Cons

The interface to create knowledge base articles is changing the formatting (unexpected line breaks) which annoys me.

Source: GetApp
 

Metin from Monitera
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Zoho Desk is the best of the ticket system because I can integrate a lot of services.

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

You don't need a software developer, priceless

Source: Capterra
 

Debbie from Referentia Systems, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Limited features and unreliable 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
Pros

it was easy to use and setup. The price point was ok depends on what you are going to end up using that data from this software for.

Cons

Customer Service is really bad. They never get back to you.
The free trial doesn't let you access the enter software so you can't even see what Desk is capable of before buying.

Source: GetApp
 

Ravi from Hosting Company
Number of employees: 1 employee Employees number: 1 employee

May 2017

May 2017

It is an goon one for 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

benefits are more I get .... like people support always

Pros

Most of the things are good enough.. We can use all their service without any issue. I have tested few things ...

Cons

In some area zoho name are appeared to end client so they knew it is from zoho, after payment also it is not acceptable.

Source: Capterra
 

Debbie from Referentia Systems INC
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

easy to use hard to customize

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

Desk had everything that we needed to start with. Very easy to use. Great to start off with if you just want a software that does simple things.

Cons

Like with anything else Zoho a lot of the things that our company needs can't be done. So customization is a huge thumbs down.

Source: Capterra
 


May 2017

May 2017

Zoho is an application with multi 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

I Like the features that Zoho offers to user, especially: desk, project management, ticket system, email and subscription system. Our team is using this system and we are planning to upgrade membership plan soon.

Cons

I'm wondering about one of the features if Zoho desk provided to users. When a developer account has been assigned for a project, they would receive a notice thru message system like email or mobile app. But currently I didn't get any notices, that's strange and i need to figure out about this system.

Source: GetApp
 

Ian from Y3K
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Currently Trialing the software and seems a great cloud based all round 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

Finance section is simple to use, and has all the standard reports we would require, and a nice dashboard overview. SOP and POP has all the features we require. Good search and advance search options. Can do all the VAT and other finance elements we currently need. CRM looks comprehensive.

Cons

I still have a support ticket in place that has not been responded to, and I will be following this up.

Source: Capterra
 

Getinet from Ethiopian Airlines
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2017

May 2017

I was able to configure SLA's, Rules, with customer classification and it was good. Ticket handling

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

Improve productivity

Pros

Easy to use, cloud service, easy customization, easy automation,easy customer handling and uses service desk best practices,

Cons

To be frank the software is very excellent compared to what we have been using from SAP, but price is looks expensive

Source: Capterra
 


May 2017

May 2017

Lowers barrier to entry

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

As a small business the ZOHO suite makes it possible for me to do things I would otherwise be unable to do. Desk in particular allows me to offer customer service at a level that would be impossible without a much bigger investment. It's affordable and fairly easy to use.

Cons

There are a few highly specific features I wish I could have. Mainly I wish I could configure the shopping cart a little more specifically. For today and in the startup mode however this is workable.

Source: GetApp
 

Robert from Eurus Offshore Solutions LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

ZOHO Desk has everything I need to get started. It's pretty affordable and is very well thought out

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 was able to get my small business started and compete without making a major upfront investment. It definitely lowers the barriers to entry in certain marketplaces. It's well designed and affordable.

Pros

I like that it's fully integrated with the ZOHO ecosystem so as I grow and my needs grow I can grow with this. I can do just about everything I need to do to get my business off the ground right off the bat with minimal investment and learning curve. I can compete with much bigger entities.

Cons

I'd like to be able to allow users to be able to make some choices in the cart. I may yet be able to do this I am just not sure how.

Source: Capterra
 

Ken

May 2017

May 2017

Very rich functionality! Good 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 automation capabilities for workflows, field updates, tasks and email/alert notifications are all very strong.

Cons

It's a little difficult to setup, mainly because there are multiple ways to do things. But once you get things figured out, it's real powerful.

Source: GetApp
 

Dinesh from Ad2pro Media Solutions
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Started to evaluate and its proving to be good. Has good feature set on board and roadmap looks impr

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

Configuration of the product is ease and suffix with good documentation.
Feature list and roadmap of the product looks promising

Cons

Facing a challenge with configuration and need a desperate help in fixing it. Customer support needs to be improved

Source: Capterra
 

Tony from Melbourne based ISP

May 2017

May 2017

Impressive help desk solution for the price

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
Fast for a cloud product
Reporting
Simple to customise
Workflows
Alerts on Tickets
Customer satisfaction rating

Cons

No start/stop timer to show how long agents have worked on a ticket.
Some niggly things such as unable to format text when writing a comment to a ticket but can format when forwarding or replying to a ticket.

Source: Capterra
 

Harvey Wayne from Moneris
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

It is a reliable software

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

Not only that the Zoho desk system is reliable, it also covers important features such as tracking activities and sending notifications via email.

Cons

Customer service is very slow and not knowledgeable of the system. It is quite for the CSR to understand.

Source: GetApp
 

Alex from OCP
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Clean, Modern interface with a lot 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

Less mistakes and streamlining of incoming leads.

Pros

The design is clean and easy to use.
I like the customization options and the automation features. It automatically processes a lot of information and reduces mistakes.

Cons

I wish there would be more design options for the advanced web forms. Other than that, I am yet to find features that are missing.

Source: Capterra