Zoho Desk vs Genesys Cloud CX Comparison

Add company branding Access with email, phone, txt, and web. Dashboard on activity has been very intuitive. Chat help feature with Zoho support team is very responsive.

Paying extra for reporting add-on. Also creating a workflow to discard requests if they have a certain subject would be helpful. You can auto close them but they still show up in the reporting.

Zoho Desk is great as an application part of Zoho One and Zoho CRM. It integrates with QB and allows streamlined functionality to automate processes.

Really, I can't say anything bad about the software. It is a great cloud based application.

Easy to start, with a basic free setup and upgrade as your company grows or develops the need for more features.

Zoho desk has no on-site version for those who distrust the cloud. No dedicated asset management features.

Easy to start, with a basic free setup and upgrade as your company grows or develops the need for more features.

No on-site version for those who distrust the cloud. No dedicated asset management features. No good Android app

Cloud based , easy to use and very efficient

Security should be improved, for example login should be coupled by OTP

Ease of use. Hosted in the cloud. Module based.

Nothing. This product has all the features we need as a helpdesk.

Modern and easy to use interface, can be administered and customized without any specific knowledge Has all the basic functions support software should have Nice workflow/escalation rules to automate support procedures Good intergation capabilities (phone calls, chats, Zoho CRM)

Cloud solution - so no on-premise version to have direct access to databases. No color/view customization Sometimes works slowly

We are very satisfied with the Zoho desk tool. It has saved our lot of time to track daily issues. Our efficiency has certainly been increased due to this tool. Thank you, Zoho.

No on-site version for those who distrust the cloud. No dedicated asset management features. Needs update always you change any feature.

Tracking of the ticket and the escalation matrix allows the company to track and manage the customer issues on time .

Limited integration with the software based phone system . we would look forward to see 3cx phone system in the supported cloud pabx system.

Easy to start with a basic free setup and upgrade on organization's demands or develops the need for more features.The best thing is it is very easy to manage tickets by automation rules so agents can see their tickets in their system automatically.

No on-site version for those who would not like to go for cloud. Also ITIL features are not present in this version of zoho.

friendly, cloud based, ease of use, good features are integrated in the product and have integration

on premises deployment, sometimes internet is slow and its hard to achieve what you looking into but over all a great product

This is a good product for managing all types of help desks, including customer relationships, etc. It is all cloud based.

It's a per user license, so depending on how many people you have it will be costly. It's completely cloud based with no on prem solutions.

Zoho Desk integrates nicely with Zoho CRM. It makes it easy to manage customer cases in one place.

All of Zoho's products are cloud based. This can be a burden when we need to access our data from a computer that doesn't have Internet access.

Cloud based and user-friendly administrator panel. All-in-one platform to manage Zoho Mail, Zoho Desk, etc.

Difficult to reach sales support, tried to called Singapore Zoho for several times but no one is answering.

Easy to use, cloud service, easy customization, easy automation,easy customer handling and uses service desk best practices,

To be frank the software is very excellent compared to what we have been using from SAP, but price is looks expensive

all under one platform, i could integrate my access points queries into one channel thereby avoiding the clash amongst all the other branch setups

nothing as if now, the only issue is that since it is cloud-based, internet connectivity if lost will create issues, should have a good internet backup lines.

It's easy to use and navigate, especially those using a platform like this for the first time. There is nothing too out of range for any level of business to best implement this within their businesses. Happy I found it.

It's a late but efficient product from Zoho. Marketplace integrations need to offer more apps. Cloud operation is the different business I hope Zoho will handle that part also.

Easy to use Fast for a cloud product Reporting Simple to customise Workflows Alerts on Tickets Customer satisfaction rating

No start/stop timer to show how long agents have worked on a ticket. Some niggly things such as unable to format text when writing a comment to a ticket but can format when forwarding or replying to a ticket.

Definitely easy to use and set up. Cloud base, also in spanish which is good. Not very technical complexity.

Can not edit the ticket form in the Pro version, only in enterprise. Some translations are not well.

we use zoho desk to manage our customers and potential customers in small insurance business. great to have it cloud based!

no cons, it has been seamless and our employees have had much success in learning to use and learning to manage our customers.

Great Mail, great support, great invoicing. Really good job of moving this into the cloud. Thank you so much ZOHO.

Sometimes issues with the load times. And when they upgrade, annoying to have to reload the screen if in the middle of something.

Easy to navigate and every time I use it I find another cool little feature to save time. Performance of cloud is good.

Reporting part in Zoho desk can be improved. Automation of merging tickets needs to easily. Support can be improved.

ease of use flexible, loads fast and its cloud based so i can use the browser anywhere and log and do my work

looks large cumbersome too many things happening that has lot many links its not easy to rember what each does

Easy to start with a basic free setup and upgrade as your company grows or develops the need for more features.

It's a little bit limited and I may outgrow it eventually. But without it I wouldn't even get started. No on-site version for those who distrust the cloud. No dedicated asset management features.

Its easy to use, Easy to set up and mainly its cloud based so no issues of any downtime or upgrading month on month

You need to make sure you take your back ups so you have data with you incase you wish to move to some other service provider

I love that it is easy to navigate for even the least technical in our company. There is a ton of information out on the web for administrators or engineers that need to build or modify flows, APIs, queue, or groups really anything you are looking for and most of it is free. There is also a paid training called beyond that has been uber beneficial to my learning.

Learning to use the flows was hard at first. Its really not hard to build them once you get your head around it. Don't think too deep its really easier than it looks at first. I also have had a hard time using voice over IP with headsets. Our company went from desk phones to utilizing USB headsets and a profile. Sometimes the software forgets the profile/headset.