Zoho Desk Software


 

Zoho Desk (formerly Zoho Support) 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 addition of help folders. Zoho Desk can also be integrated with clients’ in-house systems.

 

Zoho Desk - Response time dashboard
 
  • Zoho Desk - Response time dashboard
    Response time dashboard
  • Zoho Desk - Team feed
    Team feed
  • Zoho Desk - Bandwidth monitoring
    Bandwidth monitoring
  • Zoho Desk - Ticket screen
    Ticket screen
  • Zoho Desk - Conversations
    Conversations
  • Zoho Desk - Countdown work mode
    Countdown work mode
Supported Operating System(s):
Web browser (OS agnostic)

1,141 Reviews of Zoho Desk

 

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Software Advice Reviews (4)
More Reviews (1,137)

Showing 1-4 of 4

Ronald from Jalasoft
Specialty: Engineering
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2017

November 2017

Easy to use, learn and the UI is intuitive. The setup of tickets and tracking is cool and very smooth.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The price is a very good selling point and the software is easy to use. Notifications through email system helps a lot for tracking tickets closely and with automation and alerts you get full aware of things going on.

Cons

The information between the tickets and tasks modules are not fully integrated to create full reports of both of them combined in a single email template, which is a little bit frustrating.

Review Source
 
 

Nawaf from Emleson
Specialty: Non-Profit
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Needs a lot of improvement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

1. You can review the KB's while working on a ticket.
2. Integration with Zoho CRM
3. Agent collision detection is done in good way.

Cons

1. UI not so friendly.
2. Support needs a lot of improvement.
3. A lot of issues when replying to a ticket, like recreating another ticket instead of updating the original one.

Review Source
 
 

Larry from Oklahoma State University
Specialty: Education
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

May 2017

May 2017

Great product with lots of features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Very reasonable price
Many many functions that drastically increase prices on other products
Very customizable

Cons

Maybe too many options
Usability is okay, but seems a bit clunky
Customer service is okay, but I've seen much better

 
 

Vicki from Trusted Tours of America, LLC
Specialty: Hospitality / Travel

November 2015

November 2015

Zoho Support Experience

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I like that I have a record of my interactions with our clients with Zoho Support and can search on different aspects, such as the type of product the ticket is referring to; the category of the question; what action was taken; etc. Also can search by any word or number in ticket. The input entered during action on the tickets, is searchable later for backup.

Likes Least

Sometimes the system hangs up and tickets cannot be accessed, or data is lost before it is saved.

Recommendations

Make sure you have backup and look at multiple products before you commit, since your business will depend on the accuracy and ease of use of the software.

 
 
 
Showing 1-20 of 1,137

Nevin from Nova Networks
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Amazing Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helpdesk Flow and complete support solutions

Pros

Beautiful Interface, structured Layout and such an easy way to get started. Very user-friendly and must say it's beautiful to think of a helpdesk with ZOHO !!

Cons

Pricing should be as you grow but still, no complaints much, Needs a lot of application integration and agency structure billing

Review Source: Capterra
 

Marta from Fundació Joia
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Fantastic

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Despite the problems that I have described, this software is totally worthwile and I recommend other enterprises to start using it to. It is an incredibly useful tool in costumer management so I encourage other people to start implementing, and to not feel anxious if they feel that they don't understand how it works, it takes some time.

Pros

It has so many functionalities that will help you to manage your relationships with your costumers in a more proper way. You can use it along with Zoho CRM and other Zoho applications and the benefits are even higher. Just by clicking in a costumer, you will be able to see everything related with him, from his personal contact information to all tasks related with him, mails received, etc. It is highly useful, moreover, it offers more ways to have a higher control over your employees.

Cons

The major problem was the difficulty in learnig its usage, and, consecuently, start taking advantage of the software itself. Apart from the difficulty, the users guide wasn't very useful and I think that they would need to improve that. Other aspects are the design that could be imporved or small and insignificant bugs.

Review Source: Capterra
 

Anderson from Emida
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Is a very useful application. The live chat is a really great tool and agents respond very fast.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Excellent customer Support.

Pros

Easy to use, easy to customize and you can do whatever you need for your call center or help desk. I have another Zoho account that have been using for years and works perfect.

Cons

Tickets can't be duplicated, mandatory fields can not be assigned to certain users. other than that the software has all needs necessary for us.

Review Source: Capterra
 

Les from onPoint GPS Tracking
Number of employees: 1 employee Employees number: 1 employee

November 2017

November 2017

Best helpdesk / support ticket system we have tested!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The primary benefit was to allow us to document / archive all support requests from our customers. Before Zoho Desk we were using spreadsheets. Spredsheet are not efficient in documenting customer support interactions to say the least. With Zoho Desk we have an archive of ALL interactions and actions taken.

Pros

Easy to use, integrated with other Zoho apps. Make support interactions seamless and helps us document all support requests. It's easy to use and affordable for even the smallest startups.

Review Source: Capterra
 

Alan from Change Labs

November 2017

November 2017

Still testing it out

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

snippets so far seem kind of useful. Cant compare this to other desk software platforms though as I dont have the experience.

Cons

Cant schedule emails to be sent automatically at specific times. No response if calling their support #. Need some sort of import that checks headers, for say GDocs, to the knowledge base.

Review Source: Capterra
 

Naufal from TCS E-COM
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Excellent Request Management Tool

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

The amount of functionalities it has. Having all these different functions really helps you to manage in a proper way you relations with customers. Moreover, this software allows you to have a little more control over your employees. At the end, this program makes you able to control a lot of different things in a quicker and easier way than before. The interaction of email to generate the tickets to respond and relate is good. It allows to join two tickets in cases of duplicity. It allows you to respond to emails from the application. View information on Android App or iPhone. Generate general reports.

Cons

It was a little bit difficult to fully understand how it works, making us loose some time learning how to use it. We noticed the lack of a useful guide on its working method. It has no bugs but some aspects that could be better designed, but it is not a big problem. In tickets is easy to comment, however, if you need to print the contents of the ticket does not generate a printable version so you are forced to take a screenshot.

Review Source: GetApp
 


November 2017

November 2017

Good trial so far, like the feature set and interface

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The interface is neat and intuitive. I like the feature set and the ability to integrate with other vendors like JIRA and Twilio, which is a must for us

Cons

When signing up it started sending invitations to all the contacts with my same domain, which created a lot of chaos, I may have done something wrong but as far as I recall I did not touch anything that could have caused that

Review Source: GetApp
 

Bojan from B-Kings Solutions

November 2017

November 2017

Very good product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Very good product. Clean and clear intuitive interface with detailed and configurable options. Definitely would recommend.

Cons

Problems with Outlook. Images are downloading very slow and produce freezing and forcing app to close.

Review Source: GetApp
 


November 2017

November 2017

Intuitive Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

This software knows it all. The UI is very clean, the module is very useful. The report customization is a plus on this one. We're looking at Zendesk, but now i'm thankful that we didn't go through and found out this one.

Cons

Hi Zoho, is there a way for us to get the enterprise plan lower? We will be having more than 10 agents.

Review Source: GetApp
 

Anuj from AJ NEtworks

November 2017

November 2017

great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

i like the fact the software is free version so you can test it , zoho is like all in one tool for your consulting or other smbs

Cons

it is really hard to get hold of a live person, it gets tough for new users to understand and find all the features

Review Source: Capterra
 

Laurent from Stella Telecom

November 2017

November 2017

Simple and very powerful, with powerful form creation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

We were looking for a new ticket management software.
We used an internal solution.
We have selected Zoho Desk.
With the power of creating these forms, the powerful management of statistics and is clearly superior to the competitor.

Cons

It still takes a few weeks to master the design of the software.
There are so many options, it really allows a lot of customization.
This is an advantage, but also a disadvantage

Review Source: Capterra
 

Ismael from HOPES CAP
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Good Program. No issues.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Price is a very good selling point. Software is easy to use. Notifications through email system is a positive.

Cons

Customer support is a little slow. I am not sure if they work weekends. i sent an email on Friday and didn't get a response until Monday.

Review Source: Capterra
 

Shaynoah from St. James Winery
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Really loving this platform!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We havent integrated it yet, still trying to see if it fits our needs.

Pros

The ticket tracking, easy input to build a solid KB, live chat, i cant wait to find out what else it can do.!

Cons

The trial wasn't long enough to play with all the functions and features. I wish I would have have longer to see if this platform offers everything my company needs.

Review Source: Capterra
 


November 2017

November 2017

Lots of features

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: GetApp
 

Romaric from 4Tech

November 2017

November 2017

Zoho Desk help us to improve our support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Zoho Desk is very well suited for supporting our customers which are coming from multiple countries accross Europe. This is a real good companion

Cons

API is a bit tedious to use, some stuff like searching specific tickets from customer is not possible at the moment.

Review Source: Capterra
 


November 2017

November 2017

I just started to use the ZOHO

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The package gives a lot of features that are required for good customer service. It helps in daily management of all inquaieries

Cons

In some areas it is too complex which make it sometime difficult to implement. Only in Enrerpirise version it is possible to integrate the package with e-mail account.

Review Source: Capterra
 


November 2017

November 2017

It's has a very clean interface and is easy to set up.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Having it automatically create Knowledge Base articles when you resolve tickets; allows me to configure web form fields specific to our company; the ability to create automated responses and teplates; being able to assign an agent based off a keyword and\or tag.

Cons

Oddly enough - the only con I have is actually it's Pro. It's got SO many features - a small IT department like mine (3 people) can get lost in trying to configure how to restrict certain features until we become larger. (Such as chat and forum moderating). But that's probably because I'm still learning the system right now.

Review Source: Capterra
 

Archibald from Harmony Computing Services, Inc.

November 2017

November 2017

Zoho is great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use, easy to learn. The UI is intuitive, and the setup of ticketing and tracking is fantastic.

Cons

Some settings can be a little difficult to find without guidance. Some of the integrations take a bit of doing.

Review Source: Capterra
 

Mark from Gasan Group

November 2017

November 2017

One of the best Tool s i have tried so far for ticketing system. The Enterprise ver has everything

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The software is very easy to and can be customised a lot, the reports are great tool and include time tracking.

Review Source: Capterra
 

Edwin from Hilltop
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2017

October 2017

It was easy to work in the system.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The time tracking feature within the software was great. It was able to track almost down to the second of what I was working on in the ticket.

Cons

Not Hipaa compliance which is a big concern when looking to purchase service desk software. The reason why is because we have medical and person information that comes through our system.

Review Source: Capterra