Zoho Desk Reviews

Pros
It became much easier to process customer requests because, thanks to Zoho Desk, we got rid of the need to involve in our work in terms of communication with customers emails, phone calls, chat rooms and other ways of maintaining communication. Instead of all this, we can simply use this service. It is very convenient to be able to keep track of all requests from users and receive information about who processed this request from the staff of our company. Due to some of the problems with the interface that we indicated earlier, we had a hard time getting started with this service. The problems began at the very beginning, when we could not figure out how to add a new user, because we were a little confused in the menu items. But having spent some time studying this service, we were able to learn more or less to navigate it. In terms of the price of this product, there are not so many things we can say. When compared with other services of similar purpose, the Zoho Desk has an adequate and reasonable price, given the number of features they offer. We use the Professional tariff and we are very pleased with the functionality that we get for such money.

Cons
From the negative aspects of this service, we want to note the presence of irrationality in the location and in general, the design of some interface elements. The names of the menu sections are very generalized and abbreviated, which does not fully reveal the essence and the list of functions that the user can find in this section. Because of this illogicality, we sometimes have to spend a lot of time in order to find the functions we need. And as a rule, it is usually not where we expected to see it.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.

Cons
Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!

Rating breakdown

Likelihood to recommend: 10/10

Pros
This service completely replaced the mode of interaction with e-mail, phone calls, chats, social networking platforms on a single platform. This completely simplifies the process of obtaining a request for customer support, because of this we have become faster to serve our customers. In addition, customers can collect tickets in their native languages, since such an opportunity is present. Integration Zoho Desk with Zoho CRM was one of the best things that we completed this year. Integration was quick and without a hitch. Two services are simply created for each other and have good integration. The support team is simply phenomenal. Many thanks to all the guys who helped us with integration and did everything in the shortest possible time. By the way, they are very friendly and outgoing - it's nice to deal with the professional.

Cons
We have not quite figured out how to sort everything like we were in our old system. It would be great to simplify sorting functions to remove spam. It would also be nice if the developers added automatic sorting of spam. Some colleagues complained that the translation into other languages is not very good. We use the English version, so we do not have such problems.

Rating breakdown

Likelihood to recommend: 9/10

Pros
This service is a great way to significantly speed up and simplify the process of maintaining feedback with customers of our company. But if in terms of functionality, this product is pretty good and does almost everything we need from it, then in terms of design and the way the interface elements are organized, significant improvements are required. Our team has been using this product for a long time to solve many organizational problems in terms of communication with our customers and we are mostly satisfied with the work of Zoho Desk. We recommend to pay attention to this product, but initially use a trial version. But keep in mind that the full version can offer much more features. The work of the Zoho Desk support service is quite ambiguous. The problem is that of all the requests that we sent to them, we received answers only about 50% of them. It is very frustrating. It is still not clear to us on what basis the guys from the support choose what requests they answer and what they don’t.

Cons
As more and more fеatures arе availablе, morе configurаtion nееded. The Android and iPhone App does not allow uploading attachments іncluding photos, also synchronіzation is not very good in both applіcations.

Rating breakdown

Likelihood to recommend: 10/10

Pros
What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Cons
This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Cons
Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Rating breakdown

Likelihood to recommend: 7/10

Pros
Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Cons
There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.

Rating breakdown

Likelihood to recommend: 7/10

Pros
Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs. Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform. Training is well laid out and there are plenty of online resources to reference to get going.

Cons
There isn't that many... it takes a little getting used to, but once understood it is fairly straight forward. Ticket handling could be a little better, but the question is how to get customers to open new tickets rather than replying to old tickets, and it is not really a software issue.

Rating breakdown

Likelihood to recommend: 10/10

Pros
In general, this product is a very excellent tool for working with clients and their requests. It helps to structure the work and simplify the processing of requests. A good service that the user will have to figure out, but the Zoho Desk support team is ready to help with this. We can easily recommend this service, because we have personally tested its effectiveness and reliability, as well as our customers are satisfied. Do not be afraid to seek help from the support team, because they will help solve your problems much faster.

Cons
The way ticket handling is organized in Zoho Desk is a bit different from how it was organized in the previous services we worked with. We cannot note this as a disadvantage of this tool, rather the unwillingness of our team to retrain and organize our work process in a new way.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Can be integrated with other CRM platforms and Can customize and design different features, apps, taps, fields and forms. Providing a customizable platform, this can be mutated whenever the need arises. Responsive website can detect and respond to device need as required, which means flexibility of mobile platforms is available and will provide ease to mobile operators. Role based user based and field level security available, which will allow the agent to choose and select who can see what aspects of the tickets and how. Round robin task allocation is also available which can direct a task to agents equally as task are received. Customizable knowledge base and distance learning options available which will reduce training time and allow users to train as they go.

Cons
Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets. The workflow is flexible and adjustable. Ticket assignment and delay escalation available. Allows for accountability for assigned tickets. And upward forwarding of task if it breaches the stipulated time limits. Multiple attachments can be added to each ticket, allowing for greater description of the task assigned. Taskforce can be maintained involving agent, Area manager, and technician. This can help in perforation of tasks and duties and quick customer response. Customers can be allowed to view tickets related to their sites, and view the status of resolution of their tickets. This will discourage the customers to directly contact their area managers and wasting their time. Customers can provide feedback and acknowledgment of their tickets.

Rating breakdown

Likelihood to recommend: 9/10

Pros
I use Zoho Desk every day of the week Mon-Fri on my desktop at work and the app on the weekends to monitor my queue. Overall, this is a solid ticketing system for support issues for my customers since we are an email driven company. It's very organized and is updating all the time that includes new features and performance increases.

Cons
One of the cons I have, is their support team is a bit on the slow side when it comes to responses. This could be that their policies way different then my companies but we least respond in under 24 hours. The other con is their ability to understand what you are trying to describe to them for help. Their forums are a better resource than their support email.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Thе сustоmеrs аrе thе mоst іmроrtаnt rеsоurсе іn еvеry busіnеss, wіthоut thеm, yоur соmраny wіll nоt еxіst, sо mаkе surе thаt yоu рrоvіdе thеm wіth thе bеst sеrvісе аnd сhооsе thіs systеm. All thе іnfоrmаtіоn аbоut yоur сlіеnts wіth thе smаllеst dеtаіls, yоu саn stоrе іn thіs sоftwаrе whаt іn рrоsресt hеlрs yоur соllеаguеs tо wоrk wіth thеm mоrе еffесtіvеly. I bеt thаt thеrе іs nо оnе оr аlmоst nо оnе whо саnnоt аffоrd hіmsеlf thіs рrоduсt, bесаusе thе рrісе іs nоt rеаlly bіg, fоr suсh bеnеfіt thаt my соmраny gеts frоm thіs systеm I wоuld bе rеаdy tо раy еvеn mоrе іf I hаd tо.

Cons
Thіs systеm іs rеаlly thе еxсеllеnt іmрrоvеmеnt fоr yоur wаy оf wоrkіng wіth thе сustоmеrs, hоwеvеr, thе іntеrfасе, аt my mіnd, іs stіll nоt аs соnvеnіеnt аs іt саn bе.

Rating breakdown

Likelihood to recommend: 9/10

Pros
Software that will be convenient for the work of both, for the agent and for the client. You can automate frequent tasks and save precious time. In addition, you can easily track the work of your team and make improvements for more performance. With the help of Zoho Desk, you can merge employees from different departments and work together on a common result. You can create a knowledge base so that customers can quickly find the answer themselves. Our team began to respond faster and track customer letters. We also increased the customer base. The robot in the team became well-coordinated and comfortable. I want to recommend Zoho Desk to those who want to improve their performance and improve communication with the client because only if you carefully and timely serve customers they will be happy and will often turn to you.

Cons
The instruction for working in Zoho Desk was not very clear, I would like that the instruction would be more accessible to the ordinary worker and with its help, you could understand all the functions of the service.

Rating breakdown

Likelihood to recommend: 9/10

Pros
Zoho Desk, in comparison to its competitors, was very easy to setup and install. We were able to get this running across the organization in no time at all. ZohoDesk's user interface is very clean and simple, being able to manage and track tickets with ease. We've also had great feedback from the users who are reporting issues via Zoho Desk that the submission system is clear and easy to use. Being able to integrate with other systems, like Google Contacts, has been very useful. Something it's competitors just dont do.

Cons
Language support is totally lacking, with any language other than English just not being supported at all. This is a particular problem for us, having to work with big numbers of international students and applicants. The automatic filtering in Zoho Desk leaves a lot to be desired, we've still not been able to configure it so spam emails are rejected and tickets not created.

Rating breakdown

Likelihood to recommend: 7/10

Pros
Zoho is very much a simple tool to use,offering me an intuitive interface to attend to clients. It is great at tracking clients tickets , and escalating tickets when necessary. I love the task distribution system, easy reporting, how easy it is to manage client database and of course the chat system.Overall the workflow on Zoho desk is just awesome.

Cons
It is not a straightforward tool to use ,and found it quite difficult adjusting to the different modules on Zoho. The User guides did little to help matters too. So I will just say Zoho desk hasn't got the fastest of learning curves for users.

Rating breakdown

Likelihood to recommend: 9/10

Pros
Easy to Use. Free edition has all the basic required features to keep it running for unlimited period of time. Free edition supports unlimited agents. Intergrates with CRM. It has feature to create multiple departments for support , so this software can be used to give support by mulitple departments. Multiple channels to interact with customers. I recommend this software to be used by any SME organization, who are looking for a software to support their customers. Zoho Support Team can be help in setting it up quickly.

Cons
Interface should be improved to quicly add all information. Ready to Use reports should be added more.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Software UI Design is beautiful. Functionalities such as automatic ticket opening is amazing. The customer don't have to connect on your portal to create a ticket. They have just to send an email to the support email id that you define

Cons
There is no chatbot as it is the case for example in Zoho Books where you are constantly supported by someone on the bottom right corner of your window

Rating breakdown

Likelihood to recommend: 10/10

Pros
I like the different functions of the program, for example integration, automatization and so on. Also, it is possible to synchronize the CRM system with the support team via different integration functions. This service is like the email service and the phone in one program. The system of the reporting is amazing and it is possible to check all the reports and tasks, which are even closed.

Cons
I would like to integrate more different functions, but, unfortunately, it is impossible to do. The field Time Entry is under the development and because of this fact I do not have the access to the needed settings and also, I cannot make the changes there.

Rating breakdown

Likelihood to recommend: 8/10

Pros
I love the simplicity. I don't need to be a developer to set up the account. I also like the way I can integrate my team. The feature of channels is lover and the help desk has been very useful. One of my favorite features too is the happiness rating where I can see how the company and the agents are doing their work in genaral,

Cons
Not too much to say here. I would probbaly like to make easir the mapping and webforms module. I say this because I am not a developer and I really struggle to do this. i wish I could this on my own wihtout depending on IT guys.

Rating breakdown

Likelihood to recommend: 9/10

Pros
Each ticket has a direct correspondence window (Thread) as well as an internal comments section where our team can communicate progress, status updates or issues in the comments, while not involving the client. This keeps all of the information related to the ticket in one place, which is very important while working on a team. In addition, you can reassign tickets or mention (@TeamMember) another colleague, which Zoho Desk will alert that team member and send a link to access the ticket directly. This has been incredibly helpful while working for a software company, as there are times where we need to escalate tickets for further investigation and can do so easily by mentioning other department members and/or reassigning tickets.

Cons
When searching through prior tickets, I wish there were more filters than just "Relevance" and "Modified Time".

Rating breakdown

Likelihood to recommend: 10/10

Pros
* COUNTDOWN MODE. * The Reports & dashboards * Auto suggestions * Agent Collision * Light Agent * ROUND ROBIN * keyboard Shortcuts

Cons
There are a lot of unused white space in a few areas.

Rating breakdown

Likelihood to recommend: 9/10

Pros
As a customer care agent,I find Zoho desk easy to use.I picked up Zoho desk in just a few days after I was introduced to it.I love that I am able to access Zoho desk both on my laptop and on my smartphone. I like its account management functionality and its integration capability too ; the ticketing system is customizable to meet our immediate needs in the customer service department.

Cons
Contains so many functionalities and while this is a plus ,it can also be a disadvantage ; especially in the early days of getting to understand Zoho desk.

Rating breakdown

Likelihood to recommend: 10/10

Pros
We love the ease of use. Other software requires weeks of setup and a dedicated support rep to integrate. It was too much for our company. We needed something that fit our needs and could be setup and maintained by our internal team. We also like the platform integration amongst the different Zoho platforms and also external software.

Cons
There are of course other softwares that are more straight forward. Asana comes to mind for project management. It takes no time to create new projects and tasks. Not to say that Zoho Projects isn't straight forward and quick to use. It just isn't as quick or easy as Asana.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Managing customer relationships is a crucial thing that we take seriously because it helps us in increasing our customer base and profits. Zoho Desk is the best tool that we rely on for the management of customer relationships. I like using this customer relationship management software because of its simplicity and ease of customization.

Cons
Zoho Desk only comes in English. You cannot use it in another language. Additionally, although it gives a free trial period, I do not find it affordable for small or upcoming businesses.

Rating breakdown

Likelihood to recommend: 9/10

Pros
they have a fully functional evaluation version that can be used for free, which allows you to explore all the options and features. It can be integrated with other Zoho applications such as CRM and Assist, allowing us to have high productivity in technical support tasks

Cons
Some features are not so easy to configure and the graphical interface is not very attractive. It is not easy to find the FAQ section.

Rating breakdown

Likelihood to recommend: 10/10