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

1,541 Reviews of Zoho Desk

 

Start your review of Zoho Desk

Click to start
https://www.softwareadvice.com/crm/zoho-desk-review/
Software Advice Reviews (7)
More Reviews (1,534)

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 1,534


December 2018

December 2018

Great Experience

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

Great experience.

Pros

Easy to use and start integrating. I really liked the availability of multiple apps and services.

Cons

Learning curve but documentation is great.

Review Source: Capterra
 

Ryan from The Smart Assistant
Number of employees: 1 employee Employees number: 1 employee

December 2018

December 2018

I love 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

So Zoho desk really helps me organize and get feed back on customer specific tasks. I own a virtual assistant, web design, and online marketing compnay. This way we can create tasks, support, tickes, and track progress on any given project. It's just really simply, plus, it automitacally gets feed back when we close a case so it's easy to stay on top of successes as well as issues.

Cons

I don't really have any, for me it fits all my needs.

Review Source: Capterra
 

Ejiro from Iroko Tv.
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

Zoho is packed with helpful features and functionalities.

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

Zoho desk is used to followup complaints and queries from customers. Zoho desk enable the customer service department resolve all customer query promptly and faster than we did,before we adopted Zoho desk.

Pros

As a customer care agent,I find Zoho desk easy to use.I picked up Zoho desk in just a few days after I was introduced to it.I love that I am able to access Zoho desk both on my laptop and on my smartphone.
I like its account management functionality and its integration capability too ; the ticketing system is customizable to meet our immediate needs in the customer service department.

Cons

Contains so many functionalities and while this is a plus ,it can also be a disadvantage ; especially in the early days of getting to understand Zoho desk.

Review Source: Capterra
 

Antony from Geolabs Solutions Company Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

A Great Web-based Customer Service Program

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

My experience with this amazing web-based customer service software has been great. I like it because it provides a myriad of services to us. I can also recommend this web-based customer service program to others because it has never disappointed us.

Pros

Zoho Desk is a reliable and easy to use web-based customer service program that we like using in our firm because of its efficiency. It helps us in maintaining strong relationships with all our clients and also the potential ones. This boosts productivity at work.

Cons

Zoho Desk is an economical customer service solution. I do not find anything not to like about this amazing software.

Review Source: Capterra
 


December 2018

December 2018

Zoho Desk Works

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 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.

Review Source: Capterra
 


December 2018

December 2018

Amazing Helpdesk software

Ease-of-use

Functionality

Product Quality

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

Review Source: Capterra
 

Zainab from EZ Web Enterprises Inc
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Horrible/Absentee Customer 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

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

Review Source: Capterra
 


December 2018

December 2018

Zoho Desk keeps us on track

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. 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.

Review Source: Capterra
 

Brad from Calldrip
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Zoho Desk - Your customers want you to use 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

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.

Review Source: Capterra
 


December 2018

December 2018

So far so good

Ease-of-use

Functionality

Product Quality

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

Review Source: GetApp
 

Peter from University of St Andrews
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Service desk management the easy way

Ease-of-use

Functionality

Product Quality

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

Review Source: GetApp
 

Stanley from DHL Supply Chain
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 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

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.

Review Source: Capterra
 

Elias from EFEX GROUP LIMITED
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

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

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

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.

Review Source: Capterra
 

Norbert from Best Team Bid
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Analyzer for your work

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 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.

Review Source: GetApp
 

Beatriz from View From the Top, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

It was a great start!

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 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.

Review Source: Capterra
 

Katy from ECC Technologies
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

highly adaptable for help desk ticketing

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra
 


November 2018

November 2018

All in once software 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

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

Review Source: GetApp
 

Vikas from Avik Cloud
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

All-in-one software 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 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.

Review Source: Capterra
 


November 2018

November 2018

Just in testing mode to change freshdesl

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

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

Cons

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

Review Source: GetApp
 

Dimitri from AlphaOne
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

A great way to keep a company organized

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 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.

Review Source: Capterra