About Zoho Desk

Zoho Desk 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, a 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.

Integration with Zoho customer relationship management (CR...


Read More

Supported Operating System(s):

30 Reviews of Zoho Desk

Average User Ratings

Overall

/ 5 stars

Ratings Snapshot

5 stars

(0)

0

4 stars

(0)

0

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Filter reviews by:

Sort by: Most Helpful | Most Recent

Showing 1 - 20 of 30 results

Do you use this product?Write a review

July 2019

User Profile Picture

Peter from Camber Dynamics

Verified Reviewer

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2019

Great on its own, OUTSTANDING when synced with Zoho CRM

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 Choosing 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.

July 2020

Umang from NAF

Company Size: 51-200 employees

Industry: Non-Profit Organization Management

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

One of the best investments for our organization

Great - and their customer service is great as well.

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.

Reasons for Choosing 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.

Reasons for Switching to 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.

March 2021

Eamonn from Atlas Risk Advisory

Company Size: 11-50 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2021

Mamanging customer growth and issues with Zoho Desk.

Solving customer issues and recording solutions so they can be searched and shared on the Kb if the problem occurs again.

Pros

The ticketing interface and merging of tickets

Cons

The SAML setup is not as easy to integrate as expected.

August 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

2.0

Value for money

1.0

Customer support

4.0

Functionality

1.0

August 2018

Everything is in BETA, after you are sold into a purchase...

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?

January 2021

Carlos from TCPIB

Company Size: 2-10 employees

Industry: Internet

Review Source: Capterra


Ease-of-use

4.0

Customer support

3.0

Functionality

5.0

January 2021

MUY COMPLETO

Pros

Es de los más completos que conozco, pero en la versión más cara, que aún así, es la más económica del mercado, con onmicanal, voz, chat, etc.

Cons

Es un poco engorroso encontrar las funciones en los menus, pero hace tan tantas cosas que es normal.

March 2020

Gerard from Cortell Technologies Ltd

Company Size: 2-10 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Functionality

5.0

March 2020

Zoho Desk for Small Business

Have used a trial under a different company test name. A really excellent product. Still learning.

Pros

We have been using CRM for 7 years and needed more of a ticketing system instead. While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons

Probably too many options available. A lot of time spent so far just understanding the whole platform

Reasons for Choosing Zoho Desk

Had a lot of exposure to the CRM. Comfortable with the product

August 2020

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2020

Great value and support

Overall a great product, and fantastic value for money when used as part of Zoho One.

Pros

Support from Zoho is excellent. We are Zoho One customer, so we also use other Zoho products, hence the native integration is also nice. We also like the Blueprint feature, which is a visual process designer for business process automation.

Cons

We are limited to 20 Blueprints, regardless of how many users we have. Sync functionality to Zoho CRM has not been suitable for us, so we built our own sync service.

Reasons for Choosing Zoho Desk

Zoho One offering, in concert with recommendation from a trusted associate.

March 2021

Cherrelle from Paymentsense

Company Size: 201-500 employees

Industry: Financial Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

March 2021

Supports us in providing support

Pros

You can customize anything you would like to match your platform's needs .It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better .Regular tasks can also be automated ,freeing you up .

Cons

There is a lot of terminology you have to learn before you can properly implement the program . Unless it is another Zoho product ,there isn't much room to integrate with a third party software .

January 2021

Jose from Soluciones Integradas Modernas, S.A.

Company Size: 11-50 employees

Industry: Computer & Network Security

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2021

Zoho best experience

Super recommended tool, facilitates ticket assignment and monitoring, in addition to keeping the end user informed

Pros

It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail

Cons

I have nothing to say, I like the Zoho experience

February 2021

Roberto from Zion El Salvador

Company Size: 2-10 employees

Industry: Telecommunications

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

February 2021

Good helpdesk ticketing software

Overall it is a good, reliable and accesible software to take control of your support team

Pros

It is easy to record and then assign tickets. It has a lot of report options, so you can evaluate your team's performance

Cons

Setting up the reports takes some time, it is not very intuitive, but the options are there, and the information too, you just need the time to find them.

November 2020

Johnny from Nineone Consulting

Company Size: 2-10 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

November 2020

Zoho Service desk

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 Choosing Zoho Desk

Seemed to have better support and product dev that the others. Features seemed more matured.

November 2020

Blake from 1ComputerServices Inc.

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2020

Couldn't live without it!

Fantastic, very happy with the product and the support.

Pros

The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.

Cons

There is very little that I dislike about the tool. The only think I would say could be improved would be to add a tech calendar built in.

Reasons for Switching to Zoho Desk

Much, much better features and capabilities

February 2021

Lauren from Dean & Tyler Dog Products

Company Size: 2-10 employees

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

February 2021

Handy but still irksome...

Business - customer relations. We are able to amass a great wealth of product and customer feedback that we can reference in the future as needed. This alone is quite valuable and makes wanting to change services a less attractive option for us.

Pros

Software facilitates customer - service relations and enables notes, attachments and status tracking to better serve our clients. Somewhat streamlined in appearance, which helps to keep the screen uncluttered.

Cons

Software is still clunky -- oftentimes, standard hotkeys end up changing the page settings where they otherwise would perform as expected on another interface. This happens surprisingly often and disrupts workflow when we strive to perform more efficiently when handling customer requests.

February 2019

James from Alterations.com

Company Size: 2-10 employees

Industry: Apparel & Fashion

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Great value

great

Pros

good features, good value. easy to use. fast onboarding.

Cons

its not zendesk. zendesk has a more premium feel. but zendesk also costs ten times as much.

March 2019

Chitra from NMG Technologies

Verified Reviewer

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Awesome Product

Pros

User Friendly interface, easy to use and best features as compared to other similar products.

Cons

They keep on adding new features and functionality to the software and every required functionality is covered.

February 2019

Dipesh from Gulf Infotech LLC

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Perfect Desk solution

was facing too much service issue, but now everything is under control and on track.

Pros

Best in price. Best in the category. Rich of features.

Cons

Not much found, but good to have easy DKIM integration to the email. Or space to go with SMPT relay without authentication.

March 2019

Mario from Leisure, Travel & Tourism

Company Size: 1 employee

Industry: Accounting

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Very easy to use tool as all Zoho products are - lots of features

I'm using it to Answering help desk for a self booking tool. Registering data and performing reporting to understand recurrence. Measuring client happiness.

Pros

Very easy to use. Requires minimum data to open ticket. Very flexible management configuration. Beautiful data reports - very comprehensive info. Love the happiness feature - each time you finish a ticket an e-mail is sent for your client to evaluate your service with one of 3 smiles. I got a response rate of 65% of which 45% leave an extra comment.

Cons

Don't see any feature I dislike or missing.

April 2017

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

2.0

Value for money

4.0

Customer support

4.0

Functionality

3.0

April 2017

Not reliable, limited features and slow service

After using Zoho products for years now, I'm forced to start looking for alternatives due to reliability issues and limitations in features. Customer service is also slow, vague and doesn't resolve issues.

Pros

Pretty easy to use if it works

Cons

Limitations in features and a reporting solution which is on the level of 1999. Besides this, don't expect to serve your own customers correctly because the system may be down a couple of times per month

March 2019

Ravi from TECHBRAWN

Company Size: 11-50 employees

Industry: Retail

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

March 2019

ZOHO DESK Review

I hope we can manage our managed services task with the help of Zoho Desk and make our customer happy with our services.

Pros

I like the most 1. Easy to use GUI 2. Feature rich tool to handle managed services

Cons

Costing model should be improved by providing for bulk agnets instead of per agent

November 2017

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

4.0

Functionality

5.0

November 2017

Lots of features

Pros

Great custom branding options allows you to make it look and feel however you want. lots of features.

Cons

The con is that there are so many features and options, it can be confusing to use as an admin and often have to look up how to do simple things. UI should be improved for admins.