12 people use thisAlthough 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 AnalysisGetApp’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.
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
Caleb Gilbertson, Marketing Technologist & Entrepreneur #ThinkDifferent #AddValue #InspireAction
After being told for 3 years that zoho would fix the reliability issues we are still not seeing any results. Downtime several times per month and email messages not being sent, or received.
Pros: Great features WHEN they work.
Cons: Downtime, emails not being sent or received.
Rating breakdown
Value for money
Ease of use
Features
Customer support
Time used
2+ years
Frequency of use
Daily
Likelihood to recommend
Recommendations to others considering Zoho Support
Don't use them if you want reliability with your communications
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
Anna Manayan, Owner, Immune Matrix, Medical Clinic
In concept ZOHO's invoicing and contact database sound good. Problem with importing from excel on quickbooks inventory and contacts. Three days and despite calls and emails..no return response except for an autoresponder saying thank you for starting your trail and if you have any questions call us. Right! What the heck do you think we've been trying to do. We finally get on a call from somewhere like India support and the call is dropped, no resolution, no call back. We are dropped and totally in the dark. To make matters worse, i tried to log into our account from my lap top and guess what...all the data I MANUALLY entered was gone! Now that doesnt make me feel good about ZOHO PERIOD!
Pros: Looks good on paper.
Cons: There is NO customer support. You'd think during your trial period they would be 'on it' to help. Nope, you are totally on your own and when you loose our data, well ...you can pray and count to 10 and find another online billing company to try.
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.
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.
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
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
Alejandro Close, Entrepreneur
Rating breakdown
Value for money
Ease of use
Features
Customer support
Time used
2+ years
Likelihood to recommend
Chris Hurst, Operations Coordinator
Rating breakdown
Value for money
Ease of use
Customer support
Time used
6-12 months
Daniel Dahlström, Resultatet är svaret på frågan!
Rating breakdown
Value for money
Ease of use
Customer support
Time used
1-2 years
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.
Example of a Zoho Support dashboard page.
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.
Zoho Support's 'Getting Started' wizard.
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.
Multi-Channel ticket management.
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.
Automations and workflow rules.
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.
Zoho Support's CRM integration.
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.
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.
Mobile customer support module.
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.
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.
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.
Below are some frequently asked questions for Zoho Support.
GetApp users often compare Zoho Support to these alternatives:
Page last modified
