Zoho Desk Software

The Experience is generally worth it.

Pros

It is very well priced and a part of the ZOHO CRM APPS, so everything is connected.

Cons

its a bit complex to get around. Takes a while to get around and understand the basics, but once done, then it is fine.

Pros

Tickets are great. Honestly we have not brought the whole team on or fully utilized it yet. But so far loving the program!

Cons

Some areas are a bit clunky and overwhelming. But overall ease seems to be good. Only time will tell.

Pros

Comparing Feature to Feature, Desk form Zoho is more bang for the buck. There are so many ways to set it up and adjust it to your needs. Adding workflow and automation is great, and the baked in Remote Support, a must have in my mind

Cons

Right now the only con I can think of is there is no RMA process. Not the end of the world our old software did not have it either.

Pros

1) Highly customisable.
2) Option of adding light agents for free
3) Easy integration with social media accounts (Facebook and twitter)
4) Option of adding email and ticket templates for easy and quick ticket creation.
5) Blueprints is a great option for defining a process.
6) Ease with which the knowledge base can be created and shared with the customer

Cons

Found automation options a bit limiting, as in i can't automate the new fields i added to the ticket. Automation can only be done to the fields that have been already defined by the developers. I could not fill the custom fields i added to my ticket. This made automation almost useless.

Could not figure out how two agents can chat with each other.

Pros

This software is excellent SMB helpdesk software around, works well with the rest of the suite and integrates well

Cons

Needs marketplace integrations and other API's to make it as an enterprise software. Overall not a bad experience

Pros

I use two different software for customer service application, one is the ZOHO Desk. I adore ZOHO due to its much possibility for integration with other very useful ZOHO products. This allows increased productivity and better customer relations in my part. With ZOHO Desk, the initial price offers just and great features that are not limiting at all. The customer feedback collection allows so much management for received feedbacks. The interface looks clean and very sleek as well. A very organized look allows ease of use of the product.

Cons

Sorting functions such as removing or filtering spam are hard for ZOHO Desk. Everything can be initially messy.

Pros

Seems like the tool that I need to track the client services for my organization.

Cons

The trial ran out before I learned how to use the paid features.

It's the most extensive IT support. It has helped add the professionality my small business was needing and helped legitimized the business I am offering.

Pros

I feel Zoho is a great platform, especially for smaller companies and businesses. It is always a plus when platforms offer a free version. My favorite free feature is the Customizable Help Center and Team Feed. The free version is Straightforward and easy use. Prices for upgrades affordable!

Cons

The free plan is only suitable for small business because it's just up to three users.

Pros

Zoho makes a great, very comprehensive suite of products. If you want to use tools individually, though, it loses a lot of the value-add.

Cons

This makes the most sense if you purchase as part of a larger suite of Zoho products, which makes this less useful.

I enjoy having the ability to keep in contact with my staff and keep all files current and accessible to them

Pros

I liked the functionality the ability to keep all my files together in one area the ability to have virtual meeting with the click of a button

Cons

The only problem was the customer care the amount of time it takes to get assistance was ridiculous

Pros

its very easy to use, specially easily integration with crm and managing clients accounts also i liked how the clients can access their tickets

Cons

the only problem is that the application needs more modifications to be easily as the web interface.

Pros

Zoho Desk is a full-featured help desk portal, the ability to customize is exceptional, and the flexibility of the system is outstanding.

Cons

GUI can be confusing and cumbersome. This is probably due to trying to pack in so many features, while trying to keep most frequently used features "out front" for the user.

Pros

Zoho is really easy to use, highly customizable and user friendly

Cons

There's really nothing I dislike from Zoho Desk

Pros

Easy to use. Minimal setup. Set up and go. Set and forget.

Cons

Not enough customization. Would like integration with other forms of IT tools.

Pros

I like that I am able to sync dsk info with my zoho crm to keep sales and service on the same page about customers

Cons

Though the very light colors make for a clean workspace, it is hard for some users to see buttons and other items.

average

Pros

CAN ADD TICKETS MORE FAST AND THE SECURITY IT PROVIDES

Cons

The reports to be more feature oriented

Pros

Everything is very much planned, properly ample surveyed before making it live. Detailing is outstanding. Without knowing to code, anyone can rebrand the support portal in a few minutes. Excellent. We are giving support to more than 50 clients across India through their portal only.

Cons

Nothing as such and backend developers keep updating regularly. Nothing to complang much here.

Pros

Easy to pass on task to my colleagues after completion

Cons

Took time to get familiarised with the software.

Pros

+ Ability to customise emails sent by the system when tickets are created/updated/closed
+ Integration into the knowledge base and quick links to tickets
+ Customer Portal is relatively easy to set up

Cons

- System notifications come from a @zoho address, which cannot be easily changed
- Whilst there is a lot of functionality, the design and interface is a little dated.

Keeping track of support issues and making sure they are resolved in an acceptable time frame

Pros

I use Zoho CRM and Zoho Books so it was a natural that I use Zoho Desk. Easy to use, great support!!

Cons

ease of use and the fact that it takes y account from CRM no manual entry