Zoho Desk Software


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, 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 adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.



1,537 Reviews of Zoho Desk

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 1,537 reviews

December 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

4 of 5

Functionality

5 of 5

December 2018

Zoho Desk Works

I like Zoho Desk and some of the automations are highly convenient.

Pros

I inherited the use of this program and that always makes me nervous. I easily understood the system and I would recommend it to smaller companies.

Cons

I'm not sure if it would scale well if our company grew rapidly.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Amazing Helpdesk software

Pros

I like it how it gives the ability to manage all the customer support activities so efficiently.

Cons

Nothing in specific. It can be a little slow at time, but works.

December 2018

Zainab from EZ Web Enterprises Inc

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

1 of 5

Functionality

3 of 5

December 2018

Horrible/Absentee Customer Support

We have been using ZOHO CRM for years and now wanted to expand usage by signing up for Desk and analytics as well. The DESK team took 1.5 weeks to actually book a call. They would take more than a day to respond to email, never had any booking calendar for the customer to pick time from, scheduling nightmare and then they WENT AWOL ON NOT ONE BUT TWO SCHEDULED MEETINGS! We gave them them a second chance and they still didn't show up. How unprofessional can you be! Wasted so much of our time!

Pros

The reporting around time spent on each customer and each ticket along with insight into agent productivity

Cons

The workflow engine was not easy to figure out

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

Zoho Desk keeps us on track

Very good. Using for all our support tickets and interactions.

Pros

Very easy to setup, use and nicely priced. You won't need any training to begin to get benefits from it.

Cons

Not the prettiest thing -- a bit stark; but keeps the clutter down.

December 2018

Brad from Calldrip

Company Size: 51-200 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

December 2018

Zoho Desk - Your customers want you to use Zoho Desk.

Zoho Desk solved a few of our issues at once. Being a budget friendly solution, we were able to implement Zoho Desk to almost immediately improve our Customer Relationships. We have been so pleased with Zoho Desk!

Pros

Zoho Desk is a great way to manage your inbound customer requests. With Zoho Desk, you can organize your request and respond in a timely manner all while keeping your customers satisfied. I love the simplicity of Zoho Desk, it really is perfect for our team.

Cons

I wish Zoho Desk integrated with a few other features, it would be nice if the systems talked together.

December 2018

Anonymous

Verified Reviewer

Review Source: GetApp


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

So far so good

Pros

This is the best solution we have found so far to track the services we provide to clients who turn to us for assistance.

Cons

Sync with CRM and initial setup of email channels is not super intuitive to someone without a background in these things.

November 2018

Peter from University of St Andrews

Company Size: 501-1,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

3 of 5

November 2018

Service desk management the easy way

Pros

Zoho Desk, in comparison to its competitors, was very easy to setup and install. We were able to get this running across the organization in no time at all.
ZohoDesk's user interface is very clean and simple, being able to manage and track tickets with ease. We've also had great feedback from the users who are reporting issues via Zoho Desk that the submission system is clear and easy to use.
Being able to integrate with other systems, like Google Contacts, has been very useful. Something it's competitors just dont do.

Cons

Language support is totally lacking, with any language other than English just not being supported at all. This is a particular problem for us, having to work with big numbers of international students and applicants.
The automatic filtering in Zoho Desk leaves a lot to be desired, we've still not been able to configure it so spam emails are rejected and tickets not created.

November 2018

Stanley from DHL Supply Chain

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Zoho Desk Review

I like using Zoho Desk very much because it is a helpful tool that has a great and easy to use interface. I can recommend Zoho Desk to other people because it is a powerful software.

Pros

If you want to improve your relationship with all your current clients and prospects, you need to use this amazing digital platform. It is a reliable tool for managing customer relationships and for keeping your content well-organized. I like using it because it is an efficient web-based customer service application that is also easy to customize.

Cons

Honestly, I usually find the price of Zoho Desk high for small businesses. Although the tool is worth to invest in, the vendor needs to do something on its pricing to accommodate young entrepreneurs.

November 2018

Elias from EFEX GROUP LIMITED

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

The Reliability of Zoho Desk Makes it Great Tool for Managing Customer Relationships

My experience with Zoho Desk was satisfactory because it is an easy to use tool for us. It keeps us close to our customers. It offers the best value for our money, making our experience with it fantastic.

Pros

Zoho Desk is the best tool that every businessperson need to consider for offering the best customer service. The software contains powerful features that enables us to offer the best services to our clients. We have built strong and long-lasting relationships with our customers using this amazing software.

Cons

There nothing much to complain about Zoho Desk because it is an efficient tool. If the vendor keeps improving it, I will never stop using it at all.

November 2018

Norbert from Best Team Bid

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

November 2018

Analyzer for your work

Pros

I like the different functions of the program, for example integration, automatization and so on. Also, it is possible to synchronize the CRM system with the support team via different integration functions. This service is like the email service and the phone in one program. The system of the reporting is amazing and it is possible to check all the reports and tasks, which are even closed.

Cons

I would like to integrate more different functions, but, unfortunately, it is impossible to do. The field Time Entry is under the development and because of this fact I do not have the access to the needed settings and also, I cannot make the changes there.

November 2018

Beatriz from View From the Top, LLC

Company Size: 2-10 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

It was a great start!

We used Zoho Desk to get complete our projects. We had multiple projects and needed a place to manage every assignment.

Pros

This software not only gave each team member accessibility to tasks, but it was also easy to use. Even for those that were technology challenged.

Cons

We didn't notice any real cons to this software.

November 2018

Katy from ECC Technologies

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

highly adaptable for help desk ticketing

Pros

can customize to capture the fields/info relevant to each customer

Cons

when the GUI is updated it can take awhile for some functions to work smoothly

November 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

All in once software ZOHO

Pros

This tool helps us in day-to-day customer support. We can able to track the tickets and this helps us to know which agent's performance was good. The resolutions we give to the customers can be recorded and made available in our KBase.

Cons

No cons presently as the product looks good for us. Which makes us automate our process. Not to depend on too many things. Evrything at one place

November 2018

Vikas from Avik Cloud

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

All-in-one software ZOHO

Pros

The Desk is more useful tool. Our customers are able to submmit the tickets on the go and it is very easy to agent to assess the customer.

Cons

Not much. Everything for now looks good.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

November 2018

Just in testing mode to change freshdesl

Pros

Nice user interface
Chrome desktop notifications
Only need more test time to see if zohodesk is good

Cons

I don't know yet
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I don't know yet

November 2018

Dimitri from AlphaOne

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

November 2018

A great way to keep a company organized

We use this software at the company that I work. Our productivity has really improved since we started using Zoho Desk! I highly recommend it, also it is really affordable for any business.

Pros

I like this software a lot, I like the ability that gives me with their CRM. It has automatically integration with Zoho CRM and this can save you a lot time.

Cons

You have to spend sometime to learn how it works, but once you learn everything will run smoothly.

November 2018

Anderson from Telecommunications

Company Size: 51-200 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

Best Help Desk Software

Pros

We were looking for a good help desk software and Zoho covered all of our necesities.

Cons

A lot of recent changes that have damaged our existing configuration.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

I dint expect it to be so good

Pros

Ease of use, Workflows, Blueprint and Access Control

Cons

Aren't much, Mapping the domain could have made much better

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

5 of 5

November 2018

Zoho is great all around

We have successfully launched a client's service desk ticketing system utilizing Zoho desk and the client has been quite pleased.

Pros

Zoho desk is very easy to set up and start using. I love the ability to manage your customer service inquiries as well as the ability to give your customers their own portal. Customers can keep up to date with any tickets they have submitted and techs can be notified instantly of customer inquiries.

Cons

If you do happen to run into any issues, the documentation can be a little bit hard to come by. But for the most part everything is intuitive and set up is a snap.

November 2018

Anonymous

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Metrcs from Zoho Desk

Pros

metrics and reports
easy to use, easy to learn, easy to engage all team on applicatation.
And easy to engage client to a platform

Cons

a very few days for try all features.
I dont have all option in app for android, but responsive website to use on browser work fin