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.

 

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):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

1,493 Reviews of Zoho Desk

 

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Software Advice Reviews (7)
More Reviews (1,486)

Showing 1-7 of 7

Josh from Home Care Assistance
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Excellent Platform For Managing Customer Concerns!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

We've been blown away by how helpful Zoho Desk has been when providing customer care and troubleshooting the concerns that invariably arise. If you are looking for a help desk solution, this is a must have!

Cons

We tended to find that we had a couple issues linking specific client concerns to our staff, however, that was a small operational fix that was easily adjusted!

Review Source
 
 

Maria from Verizon
Specialty: Banking
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

One of the best help desk software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Is very easy to set up, great assistance with live chat if needed. The chat is great to integrate into your company's web page.

Cons

Configuring the software is a bit complicated the first time. Once configured, the way of interacting with the system is extremely simple.

Review Source
 
 

Daryl from UniBiz
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Zoho if you want a simple support Desk System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

For free users, worth to try out.

Pros

Pricing is good. Free edition is enough to run a simple support portal
Easy navigation.
App and web based

Cons

Features overlapping each other
A lot of clutter. most options are difficult to add to a ticket
Email notifications come in late

Review Source
 
 

Bob from Deluxe
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Poorly reporting. Not a functional or dynamic enough solution.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Ready to go Support tool that can be implemented at any small business in a fairly short period of time.

Cons

Not a flexible product. Poor reporting features. Unable to easily integrate in with the software to push or pull tickets.

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 1,486

Navyashree from Snapschool(CBM IMPEX)
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Zoho people

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

Very good

Pros

I like all zoho products given by the company. Start from zoho attendance to project management and tracking

Cons

Zoho people app , Sometimes checkin and Check out button will not work

Review Source: Capterra
 


October 2018

October 2018

Try Zoho Desk out

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

I didn't get exhaustive instruction on Zoho Desk, but it isn't hard to use. It has a lot of options, and at some point, it is even better, in my opinion than Zendesk.

Pros

It is relatively easy to use once you've gotten some instruction. It is nice and easy on the eyes for ticketing, and being able to integrate with editing accounts is also great.

Cons

Editing the account owner in the ticket is not that user friendly. I have edited account owners for voicemail tickets that came in, and all of a sudden the rest of the tickets catch the same name for the account, which is highly annoying.

Review Source: Capterra
 


October 2018

October 2018

HELP DESK for DUMMIES

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 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.

Review Source: Capterra
 


October 2018

October 2018

So far so good!

Ease-of-use

Functionality

Product Quality

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

Review Source: GetApp
 


October 2018

October 2018

Moving to a New Support Tool

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: GetApp
 

kunal from Isha Foundation
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Zoho desk review

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

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.

Review Source: Capterra
 


October 2018

October 2018

Value for money

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 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

Review Source: GetApp
 


October 2018

October 2018

A great software for a web-based customer service application

Ease-of-use

Functionality

Product Quality

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

Review Source: Capterra
 


October 2018

October 2018

Seems Great

Ease-of-use

Functionality

Product Quality

Customer Support

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

Review Source: Capterra
 

Lisa from Freelance Writer/Editor
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Professional In Every Aspect!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 


October 2018

October 2018

Part of a full suite

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 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.

Review Source: GetApp
 


October 2018

October 2018

ZOHO DESK

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

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

Review Source: Capterra
 

Alaa from Pinerium
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

very good

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

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.

Review Source: GetApp
 

Peter from Newline
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Full-featured!

Ease-of-use

Functionality

Product Quality

Customer Support

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

Review Source: Capterra
 

Alan from Cristo Rey San Jose Jesuit High School
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Greate experience

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

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

Cons

There's really nothing I dislike from Zoho Desk

Review Source: Capterra
 

Max from TT
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Easy

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. Minimal setup. Set up and go. Set and forget.

Cons

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

Review Source: Capterra
 

Sara from Contemporary Resesarch
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Zoho Sales and Service Collaboration

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 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.

Review Source: Capterra
 

prayag from xpertise technology
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

good

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

average

Pros

CAN ADD TICKETS MORE FAST AND THE SECURITY IT PROVIDES

Cons

The reports to be more feature oriented

Review Source: Capterra
 

Chandan from Provision Technologies LLP
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Complete IT Help Desk Solution for Large Enterprise

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

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.

Review Source: Capterra
 

Kannan from MAK Consulting Pte Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Zoho Desk

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 pass on task to my colleagues after completion

Cons

Took time to get familiarised with the software.

Review Source: Capterra