Pros
The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing.
It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk.
Powerful automation features.
Love the customer portal + knowledge base, we use it every day.
Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.
Cons
Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.
Rating breakdown
Likelihood to recommend: 10/10
Pros
We used Zoho Desk when starting out when we needed a way to manage customer support outside of email. Zoho Desk is a basic customer support software - great that there is a free version for starting out.
Cons
We simply outgrew it and needed more features and automation.
Rating breakdown
Likelihood to recommend: 6/10
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. Zoho has an excellent suite of products and this one is no exception! Easy to use (the basics at least). And, it's very inexpensive.
Pros
We chose Zoho because of the cost and the fact that we were already familiar with their software setup as we use their Survey software as well.
Cons
Setting up some of the automations is a bit daunting, but we really just haven't taken the time to set it all up. Otherwise, our team really loves it!
Rating breakdown
Likelihood to recommend: 8/10
I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.
Pros
It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.
HTTPS had to be requested and is not a part of the package unless you call up and request it.
Cons
I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.
After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.
The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.
So far, everything does not work as advertised.
The support reps keep telling me that their integrations are in BETA.
BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.
I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.
I am further contacting my bank and the Attorney General for California.
I don’t pay for BETA software.
Is there another company that actually fulfills their sales pitches?
Rating breakdown
Likelihood to recommend: 1/10
Have used a trial under a different company test name. A really excellent product. Still learning.
Pros
We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.
Cons
Probably too many options available.
A lot of time spent so far just understanding the whole platform
Rating breakdown
Likelihood to recommend: 10/10
● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month
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 Desk is a web-based support and help desk solution that provides organizations with a unified view of their customers’ needs.
Zoho Desk 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 Desk is available for businesses of all sizes. At the industry-level, Zoho Desk is most frequently used by organizations that are involved in IT solutions, ecommerce, SaaS, consumer durables, education, and governance.
Zoho Desk is a help desk software solution for businesses. Businesses that use Zoho Desk 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 Desk 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 Desk, are one of many tools that agents are able to use to search for relevant answers to frequently asked customer queries.
Although Zoho Desk 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 Desk also works with clients in a number of traditional industries, such as energy and manufacturing.
Zoho Desk 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.
Zoho Desk 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.
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 Desk 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.
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 Desk’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.
The ultimate metric in a customer service operation is customer happiness. By measuring that directly, Zoho Desk helps managers understand the impact of their customer service efforts. By helping track several other metrics related to the customer service operation, Zoho Desk enables managers to understand which areas to improve in order to create more customer happiness.
Zoho Desk 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.
Zoho Desk 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 Desk with these two solutions enables businesses to give their agents more context for dealing with customer issues and requests.
A developer API enables Zoho Desk 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 Desk in a number of formats.
Zoho Desk 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 Desk 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.
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