All Zoho Desk Reviews
1-25 of 2,058 Reviews
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Derek
Non-Profit Organization Management, 2 - 10 employees
Used less than 12 months
OVERALL RATING:
3
Reviewed October 2021
A great tool for managing your brand and supporting customers
Saskia
Verified reviewer
Restaurants, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Excellent solution that meets all of our requirements.
Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more and more requests. I've been using Zoho Desk for quite some time now, and it's been invaluable for streamlining my operations and those of my customer service staff.
PROSAs a ticketing and customer service platform, Zoho Desk comes highly recommended from me. Because of how simple and straightforward it is to use, my staff has had no trouble adapting it for handling client concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to other Zoho products. We also like how quickly and effectively the customer service team responds to our inquiries and resolves any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures.
CONSAlthough the program provides a great return on investment, the upfront fees might be prohibitive, especially for startups. One other thing that may be improved with Zoho Desk is the reporting capabilities. I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate.
Reasons for switching to Zoho Desk
I've found that Zoho Desk is a great tool for managing both my customer service personnel and my clientele. An easy-to-navigate interface that has helped me get more done in less time. There will soon be a need to upgrade our support and ticketing infrastructure. Aside than that, I think it's a fantastic platform for the company and would suggest it to other companies as well.
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2023
a very useful tool for organizations and MSP teams
In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.
PROSI like the customization of the system, creation of workflows, and automation
CONSI would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.
Reason for choosing Zoho Desk
ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.)
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed May 2023
Comprehensive Features
Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.
CONSThe free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.
Diwakar
Research, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2023
Best tools for customer service and customer communication.
Ticket customization and best automation tools to respond customers. The UI interface is very easy to use. Customer service is the best in class as they come up with resolution very fast. Tracking of customer complain is easy, email, live chat. SMS are the best features available in this tools.
CONSNo major dislike, but in free plan we are not able to use full features.
Christian
Verified reviewer
Health, Wellness and Fitness, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2023
A fantastic tool for answering customer queries
Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.
PROSManaging a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.
CONSGetting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.
Reasons for switching to Zoho Desk
After more than a decade of using Zendesk, we finally had to look elsewhere because of the company's exorbitant pricing. If you're looking for a feature-rich and reasonably priced alternative, consider Zoho Desk.
Emily
Verified reviewer
Hospital & Health Care, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed August 2023
For managing tickets and tasks, Zoho Desk provides all I need
Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through.
PROSSetup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable.
CONSZoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times.
Reasons for switching to Zoho Desk
Any Service Desk Solution that can function without requiring the user to download and install a client application has a leg up on the competition. It supports multiple operating systems, enables remote work, and is very adaptable.
Houyamne
Verified reviewer
Marketing and Advertising, 11-50 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
our all-in-one client-success management tool
This tool helps our team to manage invoices and support related issues and personally, I'm satisfied with it.
PROSZohodesk helps us to effectively communicate with our customers in several ways:- It enables us to create effective create quote forms with automatic payment options attached. This works in the way that when a client requests a free quote. We usually include a payment option at the bottom of the quote that will permit the client to directly make their payment (PayPal and Stripe) after quote acceptance. We also urge them to quickly sign and agree to our business terms before payment is initiated.-We use it to create automatic recurring payments based on the contract type with the client.- It also helps to manage support tickets and follow up with any issues our clients might be facing.The most fascinating part of it is that ZohoDesk handles everything internally
CONSEven though the free version is limited, but yet, we still get the best out of it. It's not a bad deal.
Reasons for switching to Zoho Desk
There are so many reasons for switching to the Zoho desk tool. Some of these are pricing, feature quality, satisfaction rates, support quality, and ease of use.
Ashley
Apparel & Fashion, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed October 2023
Zoho + Communication = Happy Customers
With this software, our company is able to assist over thousands of customers on a daily basis with they equipment.
PROSThe most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful
CONSOne feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system
Joicy
Medical Practice, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Try Zoho Desk it's highly recommended in his cathegory
I have been one of the decision maker in my previous company to decide buying Zoho Desk after our trial period, because of its clean interface and facility to be used to everyone including those without experience in team work organization online.
PROSClean interface, minimalista, easy to understand including to those who are not familiar with a management team platform.
CONSsincerly I do not have anything to add for the moment, maybe in a short future.
Reason for choosing Zoho Desk
As said before, because of its clean interface, minimalista dynamic and fast response.
Bolortuya
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
5
FUNCTIONALITY
2
Reviewed November 2023
Zoho review
Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.
CONSUnfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.
Reasons for switching to Zoho Desk
We switched to have a all ine one CRM system to house all of our data.
glory
Verified reviewer
Market Research, 2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed May 2023
Great Value for money
It helps me lower my work loads and keep new customers. The scheduling and automation is really great.
PROSIt's easy to use, has more features, is less complex unlike other apps and the pricing is far lower than others with great value.
CONSIt gives lots of value for the price. All great.
Reasons for switching to Zoho Desk
The pricing and I wanted something less complex to operate.
Letlet
Retail, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2023
Boost Your Customer Satisfaction Levels with Zoho Desk
We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service.
PROSThe unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates.
CONSAlthough Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool.
Reason for choosing Zoho Desk
Zoho Desk has several advantages over its competitors in the help desk software market. Firstly, Zoho Desk seamlessly integrates with other Zoho products, such as Zoho CRM, Zoho SalesIQ, and Zoho Projects. This makes it easier for businesses to have a comprehensive solution that streamlines their sales, marketing, and support operations.Another advantage of Zoho Desk is its affordable pricing. Zoho Desk offers a range of pricing plans that are affordable and scalable for businesses of all sizes. In fact, its pricing is often more competitive than other help desk software solutions in the market, making it an excellent value for businesses looking to streamline their customer support operations.
Dan
Renewables & Environment, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed December 2022
Shines above other products we had
An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.
PROSIt is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.
CONSThe email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.
Reason for choosing Zoho Desk
Value for money and ease of use, long list of capabilities.
Reasons for switching to Zoho Desk
The previous product was not cloud-based.
Nitin
Verified reviewer
Information Technology and Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed September 2021
Very friendly user interface and easy to integrate
Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.
PROSWe have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app. Startups who are trying to manage a team of customer support can go for free version and get a hand on it.
CONSScaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.
Reason for choosing Zoho Desk
Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.
Johnny
Telecommunications, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2020
Zoho Service desk
Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.
PROSI like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.
CONSComplicated to setup and training is required.
Reason for choosing Zoho Desk
Seemed to have better support and product dev that the others. Features seemed more matured.
Mercedes
Mental Health Care, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2022
Helpdesk internal ticketing system - life changing!
Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk!
PROSWe have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!
CONSMy only complaint about the software is that it is kind of difficult to set up initially.
Reason for choosing Zoho Desk
The cost was much higher with Salesforce and was also not nearly as robust.
Reasons for switching to Zoho Desk
SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.
Liza
Renewables & Environment, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2022
It helps improve the level and quality of support provided to clients.
In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.
PROSZoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.
CONSI think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.
Beatriz
Verified reviewer
Transportation/Trucking/Railroad, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2023
Zoho desk is a go!
Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.
CONSThe one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.
Cherry
Food & Beverages, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2022
Zoho Desk Is Best so Far
Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most importantly, it is user friendly and you do not need special training to be able to set it up, thay have it all in their help page.Zoho also is not sensitive to IP addresses, it is accessible everywhere and is very helpful to companies that employ remote workers.
PROSFor more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later.
CONSThere is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me.
Reasons for switching to Zoho Desk
A lot of features missing from Open City.
Amira
Construction, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2022
An ideal tool to achieve the best tracking and interaction with customer requests
Zoho Desk has enabled us to interact in an innovative way with customers and increased the cooperation of team members to ensure that all open tickets are closed and all inquiries are answered in the specified times and without delay, which raised the level of satisfaction of our customers with the rapid response to them.
PROSI appreciate the ease of use and ease of setting up operations in Zoho Desk, as it makes everything go smoothly and the staff can also be in harmony with each other when performing jobs. I love the design of the customer portal, where you find all the information, as well as requests and pending tasks, as well as the dates required to be completed with it. I also love the communication channels that Zoho Desk provides, which keeps the work team connected at all times and under all circumstances. I also like the capabilities that Zoho Desk provides, which also enables customers to easily know the status of their orders, which enhances customer confidence in the organization in general.
CONSIt is not a lot of negative or complicated matters, as it is easy to enable all members of the work team to use it optimally. I really appreciate the very helpful support provided by the Zoho Desk team as well as their regular email guides, which have been instrumental in simplifying things and making the best use of the system.
Divaldo
Verified reviewer
Consumer Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
One of the best Help desk solution
I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.
CONSI don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.
Bernice
Retail, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed July 2023
Zoho Desk makes your customers covered 24/7
The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and Zoho Desk is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products
CONSI have had the best 2 years of use. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off
David
Verified reviewer
Semiconductors, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2022
Provides the customer with a dynamic and personalized service
This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process.
PROSIt has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.
CONSWhen you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.
Carleton
Law Enforcement, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed August 2022
Lots of Features, Solid Performance
Overall experience is positive but not perfect. I would recommend Zoho as a serious option for most mid size organizations. Their support is hit and miss, just depends on who you get but they are continuously releasing new versions and have an active support line.
PROSOur company has been using Zoho for numerous products including this one for the better part of 7 years. Overall we are quite happy with it and the feature set is very large, almost too large at times. It can truly be configured to accommodate a number of business processes. The amount of customization is really endless as well.
CONSThe UI has always been a bit clunky for me. It's something that you can get used to quickly but I feel like it could be better. They are continuously trying to improve it but it still lacking other comparable options in the industry. Also, depending on the scope and size of you IT Support team it can be too much in terms of options and functions whereby a team ends up only using about 10-20% of the actually capabilities of the system.