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.
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 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.
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 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.
Most popular features of all Customer Service & Support apps
Requires iOS 9.1 or later. Compatible with iPhone, iPad, and iPod touch.
25 reviewers had the following to say about Zoho Desk's features:
The ability to delegate tasks and quickly identify and escalate any issues that are taking longer than usual to resolve helps to provide a good service internally and to meet SLAs with customers.
Pros
- Ease of use - Supports multiple ticket channels - web form, email, telephone, social media - Knowledgebase for self serve solutions - Integration with other Zoho modules - Reporting gives good visibility to support team performance for management
Cons
- Email branding caused some issues - Can take some time to configure correctly
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
One stop shop for all our helpdesk needs rather than having to rely on multiple systems to manage contact with our clients.
Pros
Easy ticket management Integration between support channels - email, chat, phone and social media
Cons
It would be great to have a built in Zoho branded VOIP phone system rather than having to rely on other 3rd parties considering Zoho offers so many features already - seems strange this one is missing.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Our ticketing system got streamlined. The escalation handling was improved leaps and bounds.
Pros
Ease of use Agents management, Ticketing system, Account management Contact management Agentwise monitoring
Cons
Report generation is a big issue.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
We have tried several desk solutions but most of them lacked the possibility to intergate into our ZoHo CRM sytem and offered not so much customizable solutions such as reports.
Pros
- Easy to customize and to use - Many ways of reporting - Workflows contribute to Quality Management systems - Integration with ZoHo CRM system
Cons
Price: it's not cheap but then again you gain a lot of efficiency in both customer support as your commercial activities.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
none of them good enough especially complete solutions. ticketing, chatting, task management, community and knowledge base applications are great, easy to use and full-customizable.
Pros
User-friendly, elastic, easy to use, customizable and fully integrated.
Cons
multi-language support is very confusing and hard to implement. integration with other tools (JIRA, Slack etc) is the only bad thing about them.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Pros
Clean Interface Easy to setup for entry level Reports OK out of the box Email integration Zoho reports escalation
Cons
Google integration but no Chrome extension for quick Incident notification. Ticket export dont have all ticket information
Rating breakdown
Time used: Free Trial
Frequency of use: Daily
Likelihood to recommend
Simplified and indepth solution for team handling, performance monitoring, business management, account management, training, website management rather I would say its an universal business tool for business - customer service and service management
Pros
Integration of desk and CRM helps to obtain on time instant reports to understand the trend and focus points to enhance performance; this enables the entire organization's business to be more productive and every productive
Cons
Too many bridging sub-options and menu's which resembles similar in most of the application pages when I tried to change the desk name and site connections the entire desk and site found corrupted with error 404 "Page not found"
Rating breakdown
Frequency of use: Daily
Likelihood to recommend
systematic management of customer tickets as well as internal tasks.
Pros
They have almost everything that a support desk management system needs. The ticket system, help center, chat... are just so useful to us. almost all sections are customizable, this is also a very good point.
Cons
It would be better if this system could integrate more chatting systems into it so that every time a customer message comes in, what ever channel it is, the system could create a ticket automatically.
Rating breakdown
Frequency of use: Daily
Likelihood to recommend
Help Desk integration with my own web Application for generating Ticket status .
Integration with task management and collaboration tool, CRM, Support...
Pros
For example, you can chat with your team directly within Zoho Desk.
Cons
With the rest of Zoho apps, it´s not always easy to configure their integration.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Pros
Multi-user Customisable customer portal Email integration Domain Mapping Zoho customer support for SSL setup
Cons
There is not 2-way Gmail/email automatic sync like Pipedrive does The cost to add Multi-brand Help Center feature is a bit high
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Daily monitoring and administration of ticketing system.
Pros
I find it really cool, that makes me think less of the work those ticket requires LOL and i really find it easy to use
Cons
I think the least I like about this software is that we need to integrate another app (zoho reports) to get detailed awesome reports
Rating breakdown
Time used: Free Trial
Frequency of use: Daily
Likelihood to recommend
Better Customer Service Accurate Performance Monitoring of Support Team
Pros
Wonderful UI & UX Ease of Use & Convenience Any Non-IT Person can also configure and setup the entire tool Super Easy and can go live in 2-3 hours with all the modules I love the way everything is integrated including 8 Channels for Creating Tickets Integration with IP Telephony SMS Integration Automation & Supervisor Tool I past 10 years I have evaluated and worked over all the famous Ticket Management tool but there is one or the other thing is missing but ZOHO Desk is something which has everything.
Cons
If you want to implement it in entire organization of sales/support & service staff of 300 for 1-to-1 client management relationship it becomes little expensive.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
-Add a better option for knowledge base and project management site.
Pros
-Integration between the knowledge base and the ticket system it's amazing.
Cons
-The user guide isn't very useful for new users. -Mobile app needs all the options available on the website.
Rating breakdown
Time used: 2+ years
Frequency of use: Weekly
Likelihood to recommend
Controller my tickets and support with my customers
Pros
Good multi-plataform, ease of use, centralizes communication, think design, happy answers and integration to Zoho CRM
Cons
perfect solution for our objects, if possible say anything against, it would be the time allowed to use for free
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Pros
+ Ability to customise emails sent by the system when tickets are created/updated/closed + Integration into the knowledge base and quick links to tickets + Customer Portal is relatively easy to set up
Cons
- System notifications come from a @zoho address, which cannot be easily changed - Whilst there is a lot of functionality, the design and interface is a little dated.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Weekly
Likelihood to recommend
Wide functionality Ease of use User friendly and intuitive interface Affordable price
Pros
It is very good to have an ability to set up workflow rules, notifications, layouts, macro, etc.
Cons
There is no calendar for activities
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Pros
Multi-brand knowledge bases and customer portals Easy to collaborate on tickets Very cool dashboard and management features
Cons
They have a manual time log entry, but that's not ideal for high-volume, fast closing tickets.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Ease of management of partner support with the free portal combined with CRM data.
Pros
* Portal for users is free * Easy to create knowledge base for the portal
Cons
When we call for CRM we always get someone, when we call for Desk, we wait on hold and usually do not get a call back for multiple days.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Weekly
Likelihood to recommend
Pros
ease of management multiple channels has good Mobile App to use Zoho desk anywhere online knowledge-base is very helpful.
Cons
took long time to configure it. bulk ticket management is hard
Rating breakdown
Time used: Free Trial
Frequency of use: Daily
Likelihood to recommend
Simple setup and highly customizable modules allowing for the very granular creation of feature sets.
Pros
Support for the sales team has been very good with an immediate contact both email and phone to indicate their interest in getting us up and running.
Cons
There is API access if you want to code your own or use third-party middleware such as Zapier to connect but I have not created an integration yet.
Rating breakdown
Frequency of use: Daily
Likelihood to recommend
Pros
It's can apply some process about request & incident management. That will be greater if Zoho Desk have funtion control about Change & Problem Management.
Cons
- Can't set up multi template mapping with orther processes - Don't have business rule which working with ticket be send by email - Not integration with Zoho Inventory Management
Rating breakdown
Time used: Free Trial
Frequency of use: Weekly
Likelihood to recommend
Better customer service support and tracking of tickets More streamlined helpdesk process
Pros
Rich in features, an all-in-one solution for connecting with customers Integration with other Zoho products and social networks Provides a live chat and phone support system View all tickets at a glance Can create and assign tasks Can assign levels of priority on tickets and tasks Has a mobile application so you can take your customer service on the go Customizable to suit your business Flexible plans and provides a free plan for small businesses
Cons
Can be complicated to use with all the integrations and features it provides Needs better integration with a business's own support email
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
account management. service request management reporting team accountability
The reports and dashboards are customizable. It integrates perfectly to email and asterix and also handles ticketing very well.
Pros
It integrates perfectly to email and asterix and also handles ticketing very well.
Cons
It's a little bit limited and It may outgrow it eventually. Should allow for additional customization on the customer and account tabs to display data from external sources.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
