All Zoho Desk Reviews
1-25 of 2,062 Reviews
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Derek
Non-Profit Organization Management, 2 - 10 employees
Used less than 12 months
OVERALL RATING:
3
Reviewed October 2021
A great tool for managing your brand and supporting customers
Sarah
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
The gold standard in customer service!
Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.
PROSCurrently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.
CONSIf we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.
Reasons for switching to Zoho Desk
A situation when this method would be useful To utilize it to guide someone through the process of acquiring a product or a service by answering their questions and pointing them in the right direction. It's one of the tool's most helpful features. The benefit of this system is that we can classify and solve user issues in accordance with their specific category.
Stephanie
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Zoho maintains automated tickets that are easy to attend to
Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.
PROSIn 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.
CONSTwo more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.
Reasons for switching to Zoho Desk
My needs have been met by Zoho, and the product has no trouble dealing with customer requirements. The ability to view all of a relationship's correspondence is a huge time saver.
Alexander
Law Practice, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2024
Overall, a solid ticket management and blueprint system
Admin system is solid, but not the easiest to learn. Great features once you get it
CONSDifficult permissions management and it takes a long time to get off the ground with understanding how to customize
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed May 2023
Comprehensive Features
Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.
CONSThe free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.
Enrico
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2024
My Experience With Zoho Desk
I like the knowledge management features It comes with amazing help desk support features
CONSZoho Desk has been great and no issues yet.
Wiktoria
Consumer Services, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Wonderful alternative!
This tool is very easy to use! I recomend this for everyone. Sheets are very transparent. We have a lot of space.
CONSEverything is fine. I didn't have any problems with Zoho
Shayla
Verified reviewer
Information Technology and Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed January 2023
Great internal and customer communication
To keep tabs on the many ways in which people have reached out to us with questions about our bespoke products—email, phone, and even in-person—we have implemented a ticketing system in Zoho Desk. We have a long way to go until we fully integrate the system, but so far, what we've seen, we like what we see.
PROSWhen it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.
CONSOne possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.
Reasons for switching to Zoho Desk
It was challenging to keep track of all the tickets using merely the email client. Instead, we can now manage the numerous issues more efficiently since we have a system that unifies everything.
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2023
a very useful tool for organizations and MSP teams
In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.
PROSI like the customization of the system, creation of workflows, and automation
CONSI would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.
Reason for choosing Zoho Desk
ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.)
Dnyanoba
Verified reviewer
Pharmaceuticals, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Zoho for Customer management
Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT department for resolving ticketing of internal employees.
PROSSoftware is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.
CONSDesktop application is not available and to get started with zoho desk need lot of modification in the computer system.
Reasons for switching to Zoho Desk
Zoho desk has multiple options and low cost of operation and aslo handles lot of tickets.
Ashley
Apparel & Fashion, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed October 2023
Zoho + Communication = Happy Customers
With this software, our company is able to assist over thousands of customers on a daily basis with they equipment.
PROSThe most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful
CONSOne feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system
Tacho
Verified reviewer
Education Management, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed September 2021
Zoho desk allows me to track all incoming requests and to convert website visitors to real customers
A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.
PROSThe most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.
CONSI would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.
Reason for choosing Zoho Desk
I use Zoho CRM and choosing the Zoho desk was a natural decision. I always prefer to use all solutions.
Reasons for switching to Zoho Desk
Before choosing the Zoho desk we used a shared Excel sheet with manually inserted data and comments. That takes a lot of time for our customer support team.
Bolortuya
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
5
FUNCTIONALITY
2
Reviewed November 2023
Zoho review
Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.
CONSUnfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.
Reasons for switching to Zoho Desk
We switched to have a all ine one CRM system to house all of our data.
Joicy
Medical Practice, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Try Zoho Desk it's highly recommended in his cathegory
I have been one of the decision maker in my previous company to decide buying Zoho Desk after our trial period, because of its clean interface and facility to be used to everyone including those without experience in team work organization online.
PROSClean interface, minimalista, easy to understand including to those who are not familiar with a management team platform.
CONSsincerly I do not have anything to add for the moment, maybe in a short future.
Reason for choosing Zoho Desk
As said before, because of its clean interface, minimalista dynamic and fast response.
Joseph
Logistics and Supply Chain, 51-200 employees
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2023
Patch Management
To-date quite pleased with the product.
PROSEase of distribution. Patch availability
CONSNo cons at present, still learning the system
Reason for choosing Zoho Desk
Currently I was just looking for a patch manager. I like the thought that if we decide to expand to other support items, there are options without having to purchase from another company.
Peter
Computer Hardware, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2022
Zoho Desk, a great tool within the Zoho One platform
All issues related with our hardware and software are logged and tracked byt creating tickets. Customers can follow-up tickets themselves, and issues that come back often can be moved to a knowledge base (some kind of FAQ) to lower the support load. It has good features to divide tickets between our products and departments.
PROSDoes not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining)
CONSIt offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company
Reasons for switching to Zoho Desk
As Zoho Desk is more integrated with Zoho One, which offers additional benefits, for instance a more detailed view of all kind of customer interactions.
Johnny
Telecommunications, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed 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.
PROSI 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.
CONSComplicated to setup and training is required.
Reason for choosing Zoho Desk
Seemed to have better support and product dev that the others. Features seemed more matured.
Mercedes
Mental Health Care, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2022
Helpdesk internal ticketing system - life changing!
Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk!
PROSWe have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!
CONSMy only complaint about the software is that it is kind of difficult to set up initially.
Reason for choosing Zoho Desk
The cost was much higher with Salesforce and was also not nearly as robust.
Reasons for switching to Zoho Desk
SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.
Liza
Renewables & Environment, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2022
It helps improve the level and quality of support provided to clients.
In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.
PROSZoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.
CONSI think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.
Alex
Telecommunications, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
A really good product, complete and easy to use.
For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain and even increase it as much as possible, we implement new techniques to favor customer relationships and generate trust and an overall exceptional experience while they are using our services, It is here where Zoho Desk takes the place and plays an important role because thanks to its implementation, we managed to improve response times to their requests, customer service agents can view and manage tickets more efficiently and easily, which has allowed us to respond to their queries quickly and effectively; This has undoubtedly led to a significant increase of approximately 40% in their satisfaction, we have really benefited from the use of Zohk Desk.
PROSThe UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities.
CONSReally have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance.
Anonymous
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Awesome Software
Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.
CONSBeing quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!
Angelica
Verified reviewer
Pharmaceuticals, 501-1,000 employees
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed June 2023
Optimize Your Support Processes with Zoho Desk: A Critical Review
I had the chance to use Zoho Desk as an intern in the university's pharmaceutical research and development division to handle customer service enquiries pertaining to our research projects. The application was effective in managing and resolving customer issues. We were able to properly track and prioritize requests using its ticketing system, resulting in prompt responses and resolutions. Our connection with customers was streamlined because to the automated capabilities, like email templates, which ensured consistency and saved time. The collaboration tools in Zoho Desk enabled our support team members to communicate and coordinate easily. Overall, Zoho Desk greatly enhanced our customer care procedures, allowing us to give our stakeholders timely and effective service.
PROSNumerous benefits are available with Zoho Desk for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates.
CONSEven though Zoho Desk has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability.
Priyanshu
Computer Software, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed March 2023
My experience with Zoho Desk
Zoho Desk is a solid customer service software option that offers a range of features and customization options. However, businesses should carefully evaluate their needs and compare Zoho Desk to other options to determine if it is the right fit for them.
PROSDesk 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.
CONSZoho 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.
Divaldo
Verified reviewer
Consumer Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
One of the best Help desk solution
I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.
CONSI don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.
Bernice
Retail, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed July 2023
Zoho Desk makes your customers covered 24/7
The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and Zoho Desk is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products
CONSI have had the best 2 years of use. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off