Zoho Assist is a cloud-based help desk solution designed for small and midsize organizations across various industries. The solution allows technicians and company agents to schedule and remotely manage customer requests across multiple geographies and time zones.

The product features a built-in “customer widget” that allows users to log into sessions with the help of a widget code provided by the support staff. Customers can access the widget portal via emails, websites or custom links and remotely set up sessions with agents based on their availability.

The solution also allows users to share their computer screens with the agents to help them understand and resolve issues.

Additionally, Zoho Assist offers file sharing functionality that allows customer agents to share updates or patch files with their customers to stay better equipped for handling customer requests.

Zoho Assist offers services on a monthly subscription basis that includes support through an online knowledge base.



152 Reviews of Zoho Assist

Overall rating

4.48 / 5 stars

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Showing 1 - 20 of 152 reviews

January 2019

Devashish from Internshala

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

January 2019

Economical Assist Application!

I believe Zoho Assist is very cost friendly by giving free for five users. This software can help entrepreneurs who want to have a startup. Overall, I highly recommend it. It is a convenient support option for IT support teams.

Pros

1. Free up to 5 users solvers and unlimited ticket requesters.
2. Clean and Simple user interface. No clutter.
3. Ability to track tickets, conversation and responses.
4. One can efficiently manage multiple users.
5. Speedy connection and no lag issues.
6. It fits well in Zoho CRM suite of applications.

Cons

1. Limited functionality for Mobile devices like Android and IOS.
2. Still in the developmental phase.
3. Not many people know about Zoho Assist.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

January 2019

Zoho Assist a customer service tool that works well, when it works...

Zoho assist is a helpful tool in certain scenarios for customer support, but does have some noteworthy limitations. In conjunction with a customer service interface like zendesk, I often choose to use this over zoom since I am already in communication with customer. However, if we are scheduling a customer support session from scratch, zoom is a more versatile option

Pros

The ability to share your screen and remotely control a user's computer is easy to do and allows for easier customer service interactions.

Cons

Being able to connect with customers can sometimes be difficult because of individual user's firewall settings. Also, the lack of voice communication during the process is noteworthy as you need to use two programs concurrently to communicate with the patient. Zoom for instance can accomplish both tasks at the same time.

January 2019

Colin from Trade IT

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

January 2019

Zoho Assist - Essential Tool for Support Technician's Toolkit

Zoho Assist is a great way to provide remote technical support and one on one instruction/training with users. We've yet to find a Windows PC it doesn't work with and it doesn't seem to have any issues working through firewalls. Overall a great timesaver that just works as it should.

Pros

- Zoho Assist runs in a browser - no extra software to deploy
- Simple invite process; difficult for users to get lost
- Gets through every firewall we've tried it on
- IM chat with user means easy to update with progress and ask questions during remote session
- Ability to deploy and configure unattended access sessions

Cons

- Not many customisation options when embedding support requests to a web page, but this is a minor issue
- The free version lacks a few features (like file transfers); get the paid version

January 2019

Karla from Intermedix

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Remote PC connection

Pros

In our company, Zoho Assist is used to directly connect to our customers' computers, which allows us to identify and fix problems they have with other software.

Cons

Some of our clients find it difficult to independently download the plug-in, through which we are given the opportunity to connect to their computers.

January 2019

Ravi from Quantm LTD

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

January 2019

One of the perfect tools for remote support.

It has all the feature basically required for remote Support.

Pros

It is highly efficient and cost effective and user-friendly both for the technician and the end user.

Cons

No option available for end user to get connected to the technician through Zoho Assist.

December 2018

Lindsay from Collaborative Solutions

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Zoho is Helpful for Logging IT Help Tickets

Pros

My company started using Zoho to streamline the IT help ticket process after the company was growing so quickly that it was difficult to keep track of and manage requests.

Cons

Overall the platform has made it simpler on our IT department to view technology requests and needs, but sometimes there's a delay in communication on when the task will be fixed.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

3 of 5

December 2018

Zoho Assist - An Inexpensive Option for Basic Remote Control

Pros

The cost - It cannot be beaten. It lets me login to remote computers.

Cons

Company keeps changing the security strategy so others can access my computers until I fix, and the file transfer is VERY clunky.

December 2018

Michael from SparkMixer Enterprises, LLC

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Zoho Assist Helps Us Help Clients

Pros

Zoho Assist ability to directly connect to our clients computers to support them with issues they may have with other software on the computer has been a great tool for us. It saves us from having to 'hit the road' to meet clients in order to solve some of their computer problems.

Cons

Sometimes our clients get a bit confused when downloading the plugin that allows us to connect to their computer. We have to give them a bit of phone guidance to help them work through it.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Zoho Asisst is a good remote application

Pros

What I liked about Zoho Assist was that it was easy to use and setup and our users didn't seem to mind either. The user side was easy to understand.

The connection to the remote computer seemed pretty solid. Rarely did it drop for no reason.

Cons

Didn't seem to have the features other software had at about the same price level.

December 2018

Tom from Tom Chick

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Zoho Assist, finally!

since day one, Zoho assist has provided a reliable seamless service at a fraction of the cost of its competitors. I hope it stays this way!

Pros

PRICE! Price per machine is phenomenal based on the competition. granola price increases, based on features, not bundled into "I don't need all this extra stuff" one size fits all packages. plus it is the MOST reliable remote access and assistance software I have ever used! it ALWAYS works.

Cons

Not much to dislike, honestly. It is solid, it works, and with chrome plugin support, it rules!

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Good Software for sharing screens

Zoho assist has been good in assisting communication by sharing screens

Pros

Zoho Assist helps teams/individuals communicate with very easy to use features

Cons

It has few features which need to be expanded

November 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

5 of 5

November 2018

Excellent for remote computer support

Pros

This tool is imperative when needing to provide computer support for remote users. Being able to not only see the remote user's screen, but also take control of the mouse and keyboard (with customer permission) is extremely helpful and a huge time saver. They have recently released a mobile version that works with smartphones.

Cons

I don't have any cons for this software.

November 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Easy desktop control software

Pros

Simple download and ease of connection for users

Cons

Free version lacks some important features

November 2018

Alex from RealEyes Displays, LLC

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

November 2018

Great Cost, Easy to Use, Not a lot of Bells & Whistles

We do like Zoho assist, but as of right now, it seems fit to simply assisting individuals. The unattended access would be more useful with more enterprise management features.

Pros

Zoho Assist is extremely easy to use. For connecting to one other pc to do remote support with a client on the phone, it's phenomenal. Non-tech savvy people can connect easily without questions, and the connection is always great.

Unattended access is a neat feature, and the price point is great. Plus, the best part of Zoho is the ability to integrate into their other apps.

Cons

Main reason for reduction of stars is because Zoho unattended access does not really an 'enterprise' set of features. It takes longer to connect to a screen than other programs, the connection may not be a super great. It'd be nice if there were more data that can be pulled into the unattended list access, such as OS, processor, RAM, etc. It'd also be nice to select multiple devices and deploy an action (such as a reboot) to them all at once.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

November 2018

Judt what was needed

Pros

Easy to use and works for mobile phones too. I can ask a user to start Zoho assist on his/ her phone and view the screen

Cons

There is nothing not to like. A little cheaper solution would not hurt but its worth the money atbthe current price

October 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

As an employee, Zoho Assist helps me in helping my clients

100% satisfied with the software and it's (Zoho One's) pricing.

Pros

Zoho Assist is definitely my favorite one among all the Zoho One applications as with just "a single click" I can take over my client's PC for a better assistance. Definitely one of the easiest remote access software.

Cons

Inspite of being super easy to use, it is a bit slow for me.

October 2018

Josephine-Marie from our lady of the lake university

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

like to use it

Pros

I like using this software because it helps with seeing what is going on with a caller on their end. Its easy to send the email and join a session to see the desktop of the caller

Cons

What i like the least about this software is that you have to download it and then run it just to join a session. Also the caller has to make a account so they can be helped with their issue.

October 2018

NATHAN from Www.northcentralholdings.com

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Zoho Assist, Functional Economical

I love this business for anyone that manages people, IT departments also function better with this platform.

Pros

Zoho Assist is free up to 5 users (ticket solvers) and unlimited ticket submitters.

The user interface is robust, simple and elegant allowing users to track their tickets easily. The ability for zoho to use email aliases is a clear winning feature. Users can respond to tickets in their regular email and it tracks the conversations and responses in the ticket log dashboard, which makes managing multiple users tickets a breeze.
The price is good, the features and reporting are rich and the support is free.

Cons

Support is foreign which makes communicating issues sometimes difficult. (However the platform is very stable rarely having issues).
More than 5 users can get expensive fast.

October 2018

Salman from Catholic Crosscultural Services

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

October 2018

Helpdesk Remote Support made easy

Overall a decent product, couldn't ask for more, free version full-fills our needs currently. We would recommend to all IT Gurus out there!!

Pros

One-click connection to remote computer
easy instructions for end-users to follow
Free version should work for simple IT troubleshooting of remote computers, it works for us

Cons

Reboot and reconnect almost never worked for us, functionality is there but not reliable, hope fix is on the way

October 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Great Remote Desk Software

Overall, this software is great if you’re not IT savvy like me. Once you have it installed, your IT professional can take over your computer and be in the driver’s seat. I love it!

Pros

I work remotely as an Account Executive and my Marketing Director uses this software all the time to connect to my PC. He is able to take control of my computer and I can just folllow along.

Cons

The hardest part about this software is the initial download. You have to download it and then find where you downloaded it to and then run and install it. For me, that is a little bit of a challenge. However, once it is installed, I can share my screen very easily.