Zoho Support Pricing, Features, Reviews & Comparison of Alternatives

Zoho Support Reviews

Zoho Support

Customer support help desk software

4.75/5 (8 reviews)   Write a review
   9 people use this
57,818     146
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Who is Zoho Support For?

Although Zoho Support can be used by businesses in virtually any industry, the web-based solution is most frequently used by organizations involved in IT solutions, ecommerce, SaaS, consumer durables, education, governance, and nonprofit work. Zoho Support also works with clients in a number of traditional industries, such as energy and manufacturing.

Zoho Support is built to scale, which means the platform can be used just as easily by an organization with one support agent who signs on once a week as it can by a business with hundreds of support agents working on a single shift. The platform itself is most frequently used by customer support agents and IT staffers. Multiple pricing options are available to meet the needs of users with varying needs.

Read the full GetApp Analysis

Zoho Support Category Leaders

Reviews
Integrations
Mobile
Media
Security

#9 in Customer Service

View full ranking
64
12
7
15
16
14

#9 in Help Desk & Ticketing

View full ranking
64
12
7
15
16
14

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Zoho Support Screenshots (8)

Zoho Support screenshot: Zoho Support HomepageZoho Support screenshot: Zoho Support's 'Getting Started' wizardZoho Support screenshot: Zoho Support dashboard pageZoho Support screenshot: Automation and workflow rules in Zoho SupportZoho Support screenshot: Multi-Channel ticket management in Zoho Support Zoho Support screenshot: Zoho Support CRM integrationZoho Support screenshot: Zoho Support for mobileZoho Support screenshot: Zoho Support shows customer happiness analytics

Zoho Support Pricing

Starting from: $12.00/month

Pricing model: Freemium, Subscription

Free Trial: Available (No Credit Card required)

Free for 1 Agent
Professional $12/Agent/Month
Enterprise $25/Agent/Month


View Pricing Plans

Key Features of Zoho Support

  • Contracts and SLA
  • Reports and Dashboards
  • Alerts and Notifications
  • Knowledge Base
  • Social Media Support
  • Accounts and Contacts
  • Alerts and Notifications
  • Third Party Integration
  • Ticket assignment and management
  • Service escalations
  • Notification rules
  • Time-based actions
  • Workflow rules
  • Happiness ratings
  • Customizable reports
  • Scheduled reports
  • Graphic dashboards
  • Customization
  • CRM integration

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Zoho Support Overview

Zoho Support is a web-based help desk solution that provides a systematic, streamlined and quantified manner of addressing troubletickets. Zoho Support provides a customer portal to each customer where they can add/converse and review the status of the trouble tickets online.

Zoho Support caters to small, medium and large organizations that need to prioritize, manage and automate online help desk support needs. It includes 10 base modules: Ticket management, reports and dashboards, knowledge base, alerts and notifications, workflows, customer support portal, contracts & SLAs, accounts, contacts, product catalog and task management.

It is an intuitive, customizable and robust solution with which organizations can equip their support departments. In a crowded customer support marketplace, a key differentiator is its ability to provide a configurable WYSIWYG customization for end users without requiring any programming.

Zoho Support helps users to provide a great customer support experience. Manage, prioritize and close an ever-increasing number of requests that reach the help desk through different channels. Build and publish a support knowledge base. Analyze and improve the performance of the support team. Zoho Support is a flexible, web-based help desk app that allows you to provide the support experience your customers deserve.

With information at-hand about SLA, priorities and other variables, plus queue management and filtering options, support agents will always be focused on the most important tickets. Additionally, the advanced workflow helps you to automate assignments, alerts, emails and even start tasks.

Adapt Zoho Support to suit your business needs - custom fields, notifications, mail templates, define your own SLAs and workflows that suit your business. Users can even integrate Zoho Support with other systems with the advanced API.

  www.zoho.com

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Mac, Windows, Web-based
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), English, French, German, Japanese, Spanish
Support Options
FAQs, Forum, Knowledge Base

Benefits

Easy Setup
No Hidden Costs
Accessible 24x7
Pay-as-you-g(r)ow
Get an online view of the entire support process

Zoho Support Reviews & Ratings

User ratings

(6)
(2)
(0)
(0)
(0)

Rating summary

Overall rating
Value for money
Ease of use
Features
Customer support

Simple to use

Verified Reviewer  18th of September, 2015

A verified reviewer
I have used Zoho support for a long time. It was not until recently I noticed that they he mad an app. I immediately noticed it existed via GetApp. I downloaded it and I began using it on th trial. I have to say, I love how I can view all the tickets and get notifications on my phone! It is a good app with a sleek interface. The app is also free which is a plus since most competitors in customer support will charge for mobile applications. There are push notifications which let you reply quickly to an incoming ticket.

Pros: The app has a sleek design and I appreciate how easy it is to navigate. They designed it with the staff member in mind so that you can quickly and easily access and organize a ticket. Zoho integration is great.

Cons: I have noticed that sometimes the push notifications do not work. This may be a compatibility issue with Ios9. I cannot format my text responses. This is probably normal.

Rating breakdown
Value for money
Ease of use
Customer support

Time used

Free Trial

Great Support

14th of February, 2014

Gowdhaman J
Prashant helped us to resolve the issue, he was very patient and guided us in the correct direction. He changed the settings exactly to our requirement.

Robust Integrated Sales, Marketing and Operations

5th of February, 2014

Jeri Vespoli
I reviewed many database solutions for data, time, sales, marketing and operations management. Zoho is a standout. I have used it with increasing respect for years now.

Pros: Website integration, custom fields, intuitive design, one screen/one login, complete solution for sales, marketing, operations, data management and more.

Awesome Product

7th of January, 2013

Sam
Hi this is sam.. Iam using Zoho Support for last 3 months and its excellent product , it will take care of your helpdesk.. The app which you can trust , Go for it no second thought .. Would refer to others

Affordable and robust

3rd of July, 2012

William Tice
Zoho is known for its brilliant products! Also Zoho Support didn't disappoint me. With this app you can do your customer support easily by using the robust features. I use Zoho Support for managing my tickets. At the beginning I used to have a freemium account but very soon my company grew and I needed a paid plan.

Pros: affordable and easy to use

Cons: Free edition is very limited Need for more social media features

Verified Reviewer  23rd of June

Chris Hurst, Operations Coordinator

Rating breakdown
Value for money
Ease of use
Customer support

Time used

6-12 months

Verified Reviewer  7th of January

Daniel Dahlström, Resultatet är svaret på frågan!

Rating breakdown
Value for money
Ease of use
Customer support

Time used

1-2 years

Verified Reviewer  8th of October, 2015

Lucy Beck, Managing Director at A2ZCloud Ltd

Rating breakdown
Value for money
Ease of use
Customer support

Time used

Free Trial

Articles

31 Aug 2015
Long gone are the days when all you could do within your office suite was format some words, do some simple calculations, and add a few bullet points to your (probably fairly dry) presentation. There are now some nifty collaboration and productivity app
26 Jun 2015
If you’ve watched any reality TV show in the last few years, you’ll know that the journey is a key part of any experience. For small businesses, it’s the customer purchasing journey that counts, and this (sometimes rocky) voyage extends past the transa
08 Sep 2014
Do you think deciphering the difference between the myriad help desk software and customer support apps is a herculean task? Well, I won’t be arguing with you. There are a huge number of service desk tools out there, and many of them are excellent apps,
04 Aug 2014
The social help desk. Sounds a bit buzzwordy, doesn’t it? Up there with “blue sky thinking” and “disrupting” things in the latest incarnation of the word. Unfortunately, it’s not a passing fad that you can safely ignore. If you’re in the business of cus
24 Jul 2014
How much time, effort and money do you spend on helping your customers and clients? What if I told you that you could slash all those variables by automating as much as possible? Automation might conjure up ideas of robotic assembly lines like the one i

Videos

Frequently used together

Alternatives to Zoho Support

Freshdesk
  • · Simple, fast setup.
  • · Multi-channel support - email, phone, chat, social and more
  • · Self service portal to help your customers help themselves
  • · Community portal to engage your biggest fans
Visit WebsiteCompare App
FreshdeskCustomer Management
Desk.com
  • · Get up and running with a help desk solution in minutes
  • · Bring all your support channels together into one inbox
  • · Case management with automations, workflows, routing tools
  • · Productivity tools, pre-canned responses, and bulk editing
Visit WebsiteCompare App
Desk.comCustomer Management
Freshservice ServiceDesk
  • · Incident Management
  • · Problem Management
  • · Change Management
  • · Release Management
Visit WebsiteCompare App
Freshservice ServiceDeskIT Management

GetApp Analysis

Lasting customer relationships don’t happen by chance. In most cases, they’re the result of dedicated support teams that make themselves available to customers at all hours of the day. Zoho Support is a web-based support and help desk solution that provides organizations with a unified view of their customers’ needs.

Zoho Support uses a multi-channel ticket management system, along with custom reporting tools and task automation features, to make it easier for businesses to impress customers with high levels of customer service. Built to scale up and down, Zoho Support is available for businesses of all sizes. At the industry-level, Zoho Support is most frequently used by organizations that are involved in IT solutions, ecommerce, SaaS, consumer durables, education, and governance.

What is Zoho Support?

Zoho Support is a help desk software solution for businesses. Businesses that use Zoho Support are able to create full-featured online help desks—which include ticket management, automation, and reporting tools—with the ultimate goal of building longer-lasting, more valuable relationships with their most important customers.

Zoho Support allows businesses to engage with their customers across multiple channels, including Twitter, Facebook, and email. Support agents are able to manage incoming tickets and handle large influxes of traffic with request management features and automated workflow options. Integrated knowledgebases, which can also be created with Zoho Support, are one of many tools that agents are able to use to search for relevant answers to frequently asked customer queries.

Main Features

Pulling Customer Requests From Multiple Channels

Zoho Support pulls in customer service requests from multiple channels, such as email, phone, social media, chat, self-service help center, forums and community and web forms. It lets managers setup service-level agreements. Each ticket is slapped with a due date and time based on this SLA commitment. When tickets go unanswered for an extended period of time, the software automatically alerts a set of people and can even assign the ticket to another agent.

Improving Productivity With Automations

Much of the value in using a help desk software is in improving the productivity of the team and being able to emulate incumbent processes. Zoho Support provides flexible automation rules to accommodate various prevalent processes. Time-based action rules help in automating activities like closing inactive tickets. Notification rules keep customers informed about developments in a ticket and build transparency. Macros help agents perform a multitude of tasks together in a single click.

Integrating with Zoho CRM

You only service what you sell. Customer information from a CRM system is very critical to offering customer service of any kind. It brings much-needed context to the conversations. Without this information, a ticket has no face to it. Support agents don't know enough information about customers during the first few interactions, because they didn't sell anything. By automatically pulling in customer information from CRM and keeping it up to date, Zoho Support's integration with Zoho CRM helps put tickets in the right context. Support agents can see all the information about a particular customer, complete with custom fields. Likewise, sales reps within CRM can see the latest tickets a particular customer has raised. This gives them better context about how happy the customer is, based on which they can make sales calls and build relationships further.

Ensuring Customer Happiness

The ultimate metric in a customer service operation is customer happiness. By measuring that directly, Zoho Support helps managers understand the impact of their customer service efforts. By helping track several other metrics related to the customer service operation, Zoho Support enables managers to understand which areas to improve in order to create more customer happiness.

Answering Tickets From Anywhere

Zoho Support is available for iOS and Android. Agents can answer tickets from anywhere. There's also a feed displaying recent updates in tickets. Users can choose to follow a particular ticket, contact or account. All developments related to those show up automatically on the feed in real time. Agents can also @mention their colleagues and ask for help internally. Push notifications ensure that agents are able to maintain good response times even when they're not at their desks.

Integrations

Zoho Support integrates with Zoho CRM and Zoho BugTracker. Zoho CRM is a web-based customer relationship management solution. Zoho BugTracker is an issue tracking service for businesses. Integrating Zoho Support with these two solutions enables businesses to give their agents more context for dealing with customer issues and requests.

A developer API enables Zoho Support users to integrate the solution with third-party applications, including accounting, e-commerce, and ERP platforms. Organizations are able to export the data they generate through Zoho Support in a number of formats.

Pricing

Zoho Support offers three pricing levels for organizations. A free plan available for very small businesses and startups allows those organizations to add unlimited users without worrying about licensing costs.

As those organizations grow in size and get more people involved, they’re encouraged to sign up for the Professional plan. This plan costs $12 per user, per month, and it is meant for businesses that have growing needs but don’t have rigid processes already established. At the upper end of the spectrum, Zoho Support offers an Enterprise plan for $25 per user, per month. This plan is recommended for “seasoned” businesses and companies with very specific needs and logistical requirements.

Bottom Line

  • Provides organizations with a unified view of their customers’ needs.

  • Multi-channel ticket management solution.

  • Task automation enables agents to handle large volumes of incoming requests.

  • Customized reporting tools help companies improve performance.

  • Optimized for accessibility on mobile devices.

FAQs for Zoho Support

Below are some frequently asked questions for Zoho Support.

Q. What are the main features of Zoho Support?

Zoho Support offers the following features:

  • Contracts and SLA
  • Reports and Dashboards
  • Alerts and Notifications
  • Knowledge Base
  • Social Media Support
  • Accounts and Contacts
  • Alerts and Notifications
  • Third Party Integration
  • Ticket assignment and management
  • Service escalations
  • Notification rules
  • Time-based actions
  • Workflow rules
  • Happiness ratings
  • Customizable reports
  • Scheduled reports
  • Graphic dashboards
  • Customization
  • CRM integration

Q. What type of pricing plans does Zoho Support offer?

Zoho Support has the following pricing plans:

Starting from: $12.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Q. Who are the typical users of Zoho Support?

Zoho Support has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Zoho Support support?

Zoho Support supports the following languages:

Chinese (Simplified), English, French, German, Japanese, Spanish

Q. What type of pricing plans does Zoho Support offer?

Zoho Support has the following pricing plans:

Free Trial, Freemium, Subscription

Q. Does Zoho Support support mobile devices?

Zoho Support supports the following devices:

Mac, Windows, Web-based

Q. Does Zoho Support offer an API?

Yes, Zoho Support has an API available for use.

Q. What other apps does Zoho Support integrate with?

Zoho Support integrates with the following applications:

Twitter, Zoho CRM, Zoho Reports, Zoho BugTracker, Facebook

Q. What level of support does Zoho Support offer?

Zoho Support offers the following support options:

FAQs, Forum, Knowledge Base


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