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Zoho Desk vs ManageEngine ServiceDesk Plus Comparison

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Overview

Category Leaders

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

14

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

16

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

2.1K

5

4

3

2

1

1.2K

749

119

12

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.4

212

5

4

3

2

1

117

71

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Cons

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
The user interface can be a bit confusing if you are an entry level user.
Lack of customization options in the lower subscription tiers.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.
  • Vendor responds to reviews
  • Last review18 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features158
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Asset Assignment
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Batch Communications
  • Benchmarking
  • Billing & Invoicing
  • Billing & Provisioning
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Depreciation Management
  • Discussions/Forums
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Fixed Asset Management
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Mobile Alerts
  • Mobile Interface
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-built Templates
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • QR Codes
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Reservations Management
  • Resource Allocation & Planning
  • Response Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Sales Pipeline Management
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Software License Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Web Notifications
  • Website Integration
  • Widgets
  • Wiki
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features148
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Asset Assignment
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Batch Communications
  • Benchmarking
  • Billing & Invoicing
  • Billing & Provisioning
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Depreciation Management
  • Discussions/Forums
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Fixed Asset Management
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Mobile Alerts
  • Mobile Interface
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-built Templates
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • QR Codes
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Reservations Management
  • Resource Allocation & Planning
  • Response Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Sales Pipeline Management
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Software License Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Web Notifications
  • Website Integration
  • Widgets
  • Wiki
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations101
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations30
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

CJ
AvatarImg

Cliff J.

Logistics and Supply Chain, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Review

Reviewed 6 years ago
Pros

Easy and simple! Most of the Servicedesk features are already available

Cons

No integration with outlook yet. It would be nice if ZOHO could work on the integration with O365.

AS
AvatarImg

Artur S.

Information Technology and Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zoho Desk logo

Zoho Desk

It is very nice system to suport customers, with many of usefull options.

Reviewed 7 years ago

Possibility to easy manage suport tickets.

Pros

The strong points of this software are the easy of use and very nice, modern interface and - of course - possibility do establish remote session to the customer's system directly from the servicedesk console. Very good option is possibility to use own domain and certificate as well.

Cons

There is no many cons, but the biggest one for me is, that there is no Polish localization. Of coure there is possible to translate some words, phrases and mail templates, but there are still the parts of system, that are in English.

DD
AvatarImg

Daniel D.

Security and Investigations, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Easy to get started, and even simpler if you are already using the Zoho suite of products

Reviewed 7 years ago
Pros

- Simple Setup - Professional Interface - Useful features - Fun to use I've used a number of on-premise solutions in the past, including ManageEngine. The search features and simplicity of use is a welcome improvement with Zoho.

Cons

- Interface is sometimes too simplified - Interface could use better logical navigation; sometimes I get lost in the page, and find myself going back to the homepage to start over.

DD
AvatarImg

Daniel D.

Security and Investigations, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Easy to get started, and even simpler if you are already using the Zoho suite of products

Reviewed 7 years ago
Pros

- Simple Setup - Professional Interface - Useful features - Fun to use I've used a number of on-premise solutions in the past, including ManageEngine. The search features and simplicity of use is a welcome improvement with Zoho.

Cons

- Interface is sometimes too simplified - Interface could use better logical navigation; sometimes I get lost in the page, and find myself going back to the homepage to start over.

AvatarImg
AvatarImg

James S.

Gambling & Casinos, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Meets or exceeds expectations.

Reviewed 7 years ago

Integration with other management, organization and communications software is a big plus.

Pros

Free plan is feature rich and the trial lets you test drive the upgraded features for a decent amount of time.

Cons

Navigation can be confusing and it should have the feature available for administrators to set and override user signatures.

SA
AvatarImg

Syed A.

Broadcast Media, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zoho Desk logo

Zoho Desk

Value for Money

Reviewed a year ago

We are already users of ZOHO CRM so Integration is a plus.

Pros

UI is very light and user friendly. There is virtually no training required for support Engineers

Cons

Most of the good features are in higher Triers.

CA
AvatarImg

Corbin A.

Marketing and Advertising, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Very nice design and functioned interface

Reviewed 7 years ago

Quicker Ticket flow, and remote assisting made this software a huge plus for us!

Pros

I like How I can easy move around to my tickets, my customers to the knowledge base for my help center and even reports, which is awesome. The ticket peek feature is probably one of my favorites, next to remote assist.. Makes it very convenient to assist our clients with troubleshooting issues.

Cons

Sometimes I have to clear my cache for certain error messages to not appear, even though the application works great!

AvatarImg
AvatarImg

José Z.

Financial Services, 1,001-5,000 employees

Used monthly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Téléphonie assurée

Reviewed a year ago

En réalité la téléphonie marche bien avec ce logiciel

Pros

Le logiciel sert beaucoup plus à l'efficacité du service client

Cons

Les offres coûtent chers et consomment d'unité

Showing original review in French. See translation

AvatarImg

Verified reviewer

Architecture & Planning, 51-200 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zoho Desk logo

Zoho Desk

An all encompassing simple

Reviewed 5 years ago

Very smooth, easy to set-up, understand, and train my team.

Pros

Ease of use, help docs, support was very helpful in understanding our use-cases and suggesting fitting steps

Cons

Pricing could be more SMB friendly - easy customization to match the look and feel of our application would be a great plus.

SD
AvatarImg

Smita D.

Computer Software, self-employed

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Zoho CRM latest Review

Reviewed 3 years ago

Zoho is 9 and plus rated in comparison to other platforms in the market and it's the best value on investment.

Pros

1. It automates important sales operations 2. Gives access to important data in real-time 3. Makes use of max social media 4. It integrates with google apps 5. Supports maximum operating systems

Cons

Zoho requires a lot of customization to start with Sometimes I feel there is limited customer support

GV
AvatarImg

Gabriel V.

Retail, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Excellent

Reviewed 7 years ago

Work flow

Pros

Mobile integration is great. Everything is very user friendly and easy to learn. My employees all are connected and on the same page. Overall this is a great software program to use for a help desk.

Cons

The transition from CRM plus to the free help desk is a little difficult to navigate on your own. Would be nice to have free features automatically.

LD
AvatarImg

Lacey D.

Outsourcing/Offshoring, self-employed

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Zoho Desk logo

Zoho Desk

User Friendly

Reviewed 7 years ago
Pros

Simple to implement, simple to administrate, simple for users, plus its a great value and is not overly feature driven.

Cons

Not always intuitive when mass updating tickets, some of the views can be limiting and thus tough to see more than 10 tickets at at time.

LS
AvatarImg

Lanre S.

Information Technology and Services, 11-50 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Very simple to use with great feaures

Reviewed 6 years ago

Able to build my customer service deprtment with this tool

Pros

Integration with zoho crm application and call center applications. Integration with Zycoo Coovox in particular is a massive plus for me.

Cons

Cost. It is a bit on the expensive side. Would have been better if it was grouped in bands of agent users as opposed to per agent.

JM
AvatarImg

Julien M.

Marketing and Advertising, 1-10 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Très bon outil de gestion de relation clientèle

Reviewed 2 years ago
Pros

L'outil est bien pensé pour effectuer du tracking poussé sur les demandes entrantes. De plus, l'historique de chaque lead/client est très avancé également.

Cons

L'ergonomie peut laisser parfois à désirer et il est difficile de retrouver ce que l'on souhaite (même via la recherche)

Showing original review in French. See translation

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Victor C.

Computer Software, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zoho Desk logo

Zoho Desk

It looks like it is the right tool for a vCIO to use. Can keep track of tickets and contracts.

Reviewed 8 years ago

I was actually able to look at our process of keeping track of requests and improve it by using Zoho's way of organizing data.

Pros

All cloud and seamless connection from one module to the other. Ability to assign products to tickets, users and accounts. Connection to Google is a plus.

Cons

Would like to see Service Catalogs included and support for Quickbooks. We need to be able to automatically bill from Quickbooks.

RS
AvatarImg

Robert S.

Internet, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zoho Desk logo

Zoho Desk

The new zoho desk brings together all the benefits that enables a fully functional service desk!

Reviewed 7 years ago

IT service management experience.

Pros

Automation, customization - brings a lot of features such as modules, templates, fields customization and the option of mapping dependencies whici is a great plus, customer portal is good also.

Cons

Still needs work on import/export and migration from other IT support/crm tools. There have been reported some issues with imports from other tools.

VK
AvatarImg

Venu Kumar N.

Computer Software, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Zoho Desk logo

Zoho Desk

Found to be an Offering that is WELL THOUGHT OFF and quite simple to use and does what is expected.

Reviewed 7 years ago

We are software providers and our use of the support tool is to extend to our end customers

Pros

Strong Analytical tools and SLA integration is a Major plus. Agent view and Telephony Links and Chat tools are innovative and these are the tools that will bring about customer satisfaction. Added features of customizing the product is a HUGE PLUS as for instance we need to bring in SUB MODULE which can be customized to our needs and build analytical reports that can be presented to the end customer of ours.

Cons

Support to help to guide us in the initial period. I need help setting up so i can easily decide to PURCHASE the product.

AB
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Anthony B.

Computer Software, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zoho Desk

Smooth transition from Zendesk to ZohoDesk

Reviewed 7 years ago

Integration with our CRM so everyone in the company gets a total view of customer interactions.

Pros

Has most of the features of Zendesk, especialy the actual ones we use, is integrated with our ZohoCRM, which is a big plus for the sales people, and saves us money.

Cons

No cons were added to this review

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Osiano Z.

Import and Export, 11-50 employees

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zoho Desk

Un logiciel de service à la clientèle

Reviewed a year ago
Pros

C'est un outil personnalisable, pratique à utiliser et ne coûte pas cher qui permet la gestion des e-mails et des appels commerciaux. Avec Zoho Desk, les clients deviennent plus autonomes

Cons

C'est un super logiciel que j'utilise très bien. Pas d'inconvénients depuis que je l'utilise

Showing original review in French. See translation

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Alexander B.

Consumer Electronics, 1,001-5,000 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Zoho Desk

Easy to Setup & great Value for small Projects and ca be scaled to larger Projects at every time

Reviewed 7 years ago
Pros

Free Basic Version to test and lern. Can be enough for a small Project. Nice Design an easy to navigate. Tablet and Phone App a great Plus. Zoho Form is a great Addition for creating tickets

Cons

To early to say. Missing integration with others CRM Solution like Microsoft Dynamics or Salesforce. The App for Forms is not yet usefull.

AB
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Aaron B.

Broadcast Media, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zoho Desk

Great Help Desk with Huge Features at Great Price.

Reviewed 6 years ago
Pros

The ability to track agents progress and how they respond to tickets on time, plus the ability to edit contacts from email and the amount of features you have to make the tickets a better experience.

Cons

The lack of customization to the Help Desk. The tabs layout feels aged and there are no other templates to be used like other help desks.

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Eluh Paul Albert Lionel T.

Fine Art, self-employed

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zoho Desk

Zoho Desk is the best

Reviewed a year ago
Pros

Base de connaissances : Il offre la possibilité de créer une base de connaissances pour fournir aux clients des réponses aux questions fréquentes et des guides d'autosuffisance. Cela réduit la charge du service d'assistance en permettant aux clients de trouver des réponses par eux-mêmes.

Cons

Coûts supplémentaires pour certaines fonctionnalités : Bien que Zoho Desk propose différents plans d'abonnement, certaines fonctionnalités avancées peuvent être disponibles uniquement dans des plans plus coûteux. Par exemple, l'intégration avec d'autres produits Zoho ou des fonctionnalités de reporting avancées peuvent nécessiter une mise à niveau vers un plan supérieur.

Showing original review in French. See translation

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Anschaire Gildas N.

Professional Training & Coaching, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zoho Desk

Zoho Desk un choix judicieux pour rester plus proche de ses clients

Reviewed a year ago

Zoho m'a permet de me rapprocher de mes clients et surtout d'être présent en temps réel à tout moment de leur inquiétude.

Pros

Zoho Desk m'a permis notamment de personnaliser, d'améliorer l'apparence, la clarté, la communication professionnelle et une meilleure expérience client. Il me permet de créer des réponses plus attrayantes et structurées, renforçant ainsi la qualité de notre support client.

Cons

Bien que la mise en forme de texte dans Zoho Desk offre de nombreux avantages, elle doit être utilisée avec discernement pour éviter les inconvénients potentiels tels que la surutilisation, la complexité et la perte de compatibilité. Il est important de trouver un équilibre entre la personnalisation et la clarté de la communication.

Showing original review in French. See translation

DB
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Daniel B.

Information Technology and Services, 51-200 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zoho Desk

Functional and easy to use

Reviewed 6 years ago

Transparency, reduced admin.

Pros

Interface is very intuitive and is well laid out. I love the easy integration with Zoho CRM. This is a big plus as our relationship managers are able to see the day to day tickets being raised for their clietns.

Cons

Time tracking is still in beta. Speed is a little less responsive from where we are in Australia - we do have a proxy and firewalls though that may impact this.

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Verified reviewer

Real Estate, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zoho Desk

Intuitive Software

Reviewed 7 years ago
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.

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Verified reviewer

Insurance, 11-50 employees

Used other for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ManageEngine ServiceDesk Plus

Issue Tracking Software

Reviewed 4 years ago

Manage engine service desk is great fro tracking user issues

Pros

I like that I can log my issue and support can attend to it immediately after receiving the email notification.

Cons

I would like this software to also be able to be accessed by external customers so that they can also log their queries

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Verified reviewer

Information Technology and Services, 51-200 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus

The Best ITIL Helpdesk

Reviewed 4 years ago

Service Desk Plus is very easy to use and simple to install

Pros

I especially like the fact that I can see a listing of all tickets generated. I can categorize these by open tickets, closed or on hold. It also has a projects module that you can use and it is quite elaborate. The best of all is that this solution is built on ITIL standards meaning it takes care of all aspects of IT service management best practice.

Cons

I think adding a portal for external customers will make this solution the best in its industry

HA
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Herman A.

Broadcast Media, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus Review

Reviewed 2 years ago

We cant run ICT support without this tool, its the core of our support system

Pros

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

Cons

Its more effective working alongside other zoho products which have to be purchased separately

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Matthew S.

Hospital & Health Care, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ManageEngine ServiceDesk Plus

Making Help Desk Easy

Reviewed 6 years ago

Our IT team is liking the help desk software. Coming from using an in-house custom help desk, it has taken a little time to learn, but it is pretty easy to figure out how it works.

Pros

ServiceDesk Plus is easily the most customizable help desk software our IT team has ever used. The ability to create custom ticket templates, add service categories, and integration with Active Directory make it great. Managing the tickets is easy as well. When one closes a ticket, the steps used to resolve the issue can be added to the Resolution database to make it easy to go back and see how to fix the same issue if it happens again.

Cons

The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly.

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Dale O.

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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