Zoho Desk Reviews

Support from Zoho is excellent. We are Zoho One customer, so we also use other Zoho products, hence the native integration is also nice. We also like the Blueprint feature, which is a visual process designer for business process automation.

We are limited to 20 Blueprints, regardless of how many users we have. Sync functionality to Zoho CRM has not been suitable for us, so we built our own sync service.

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.

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!

I like the options that are available.
The templates and features are great.
I wish I could pay a one time fee to have a vanity domain instead of needing the pro package.
Support is normally pretty good.

Complicated to setup and training is required.

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.

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.

I like the way that it converses with all or any of the rest of our Zoho items. It appears only an apparatus inside the framework. It plays pleasantly and interfaces in just barely like the rest of the items. I in reality simply like the appearance of the product, the format, and the way simple it's to utilize. we've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.

Most likely such a large number of alternatives accessible. huge amounts of your time spent up to this point simply understanding the whole stage. I'm despite everything perusing the UI yet it feels a touch less cordial than an elective decision I'm assessing.

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.

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!

It's perfect for our needs. Easy to use, navigate, and customize.

No cons here. The product is wonderful for us.

Always assured and confident in demeanour and presentation of ideas without being aggressively over-confident. Reaches a decision rapidly after taking account of all likely outcomes and estimating the route most likely to bring success. The decisions almost always turn out to be good ones. When ideas are challenged by others, the agent listens to their view politely, but is able to maintain a position firmly and persuasively without aggression. Prioritizes and sequences own tasks and those of other people in the team. Makes sure that the priority tasks are always completed on time.

Able to concentrate and stay focused for periods of several hours, even when tasks are relatively mundane, and doesn't make mistakes. He has a high boredom threshold. the agent pays great attention to detail. He always presented work properly checked and completely free of error. the agent always completes any assignment on time and to a high standard. From a set of data, the agent is able to establish a principle, or work out a rule, or suggest a reason for failure or success.

Integration with Zoho CRM and Zoho Projects

Nothing, Zoho Desk provided the feature we required

Plenty of functions, affordable, informative.

Functions are not easy to find inside the menu.

Easy to setup and rebrand to your portal. Nice client help desk portal with KB and simple new ticket function. Great communication tools, issue tracking and integration with other Zoho suite tools like Zoho Assist. Easy for techs to use, track time and share/swap tickets. Excellent report tools. Zoho support staff are responsive.

Found it hard to do any custom sort by geographic region or city, especially when trying to combine jobs for techs in a particular area that require excessive travel time.

I love that the email program gives you a certain amount of free use before requiring a purchase. I have been able to instantly make use of the service and I know that I will continue using it under a paid plan as my company grows. I am also able to recommend it to start up clients who are working hard to add professionalism to their brand while not yet having the cash flow. Having a great email host that grows with the business is a huge benefit.

It is complicated. The email portion I use is fairly user friendly if you have a tiny bit of tech understanding. Their directions for set up are very clearly written and make it easy to figure out. But they have so many products that the site is very complex.

Very easy to get started especially if you have used any database driven SAAS application.

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. In a world of automation often the importance of human contact is overlooked and having investigated other cloud platforms an actual phone call is not common.

The potential to have a fully integrated platform that you can pick and choose by the module for the specific functionality you require is compelling.

Limited integrations with other cloud apps out of the box. 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.

Zoho Desk costs less than other help desk software we used. It is effective enough to get the job done that we ended up staying with this as our primary help desk.

It's frustrating when messages go into spam that are not spam. This caused delays responding to important clients. We had to develop the habit of checking spam every day. I would like to see the spam filter improved.

Zoho desk provides my company with piece of mind that The service desk will always be there. They have great features and friendly support agents. Every-time I contact their team, It's always a pleasant experience

That they reduced the amount of free agents on the free plan from 10 agents to 3 agents. They should be informing their free plan customer a little better.

Create custom tick filters with different criteria to improve your response time and solution. The information you have at the time and you can consult via iOS and / or Android the answers are instantaneous. It is very important for us to delegate the tickes to an agent, it is very simple to manage in this sense. It is definitely a powerful tool.

I think they could improve on the part of the application for iOS and Android, it is too limited. The fact that it is not possible to add an attachment when replying or writing an email, or an attachment in a comment; limits daily operation. In the same way the tasks are useful to delegate and organize the work, but the application does not allow to perform these functions. There is work to be done in this area of ​​the application.

I like the hopeful functionality that is easy to configure. We do not need to train employees who work with this service. We easily upload monthly reports to work with our partners

I do not like periodic (about once a year) updates that require you to understand how to reconfigure the service

It's easy to begin with and integration with available business software is effortless. channels can be set up with minimal efforts and APIs are well documented and easy to work with. Out of the box integration with CRM, Invoicing, and marketing is a huge help to cover all customer related interactions. The price is definitely a major factor for businesses with many customer service agents, and Zohodesk offers the most competitive price tag.

Internationalization, the ability to change the language, calendar, and text orientation for back-office and help center is lacking, specifically, if you want to provide service in the middle east.
The ability to create multiple ticket types ( different tickets for different cases/departments) would have been useful.

Zoho makes some great products and this is one of them! This tool is a great resource for helping support our customers as well as maintaining our brand. It is a simple dashboard for managing customer questions and concerns. It is a perfect resource for a small business

The only complaint we have is that we wish Zoho had their applications more simplified and integrated. We use the CRM and the Desk Application and wish there was more overlap.

Ease of use, straightforward to configure and customise for our brand look and feel. The customer portal is sufficient for our needs and I feel this product will scale for the medium term for our organisation.

The fact that it doesn't fully integrate with Zoho CRM to the extent that you cannot respond nor action tickets from within CRM and have the inefficient process of opening and logging into Desk as a separate app.

-Zoho has been releasing updates at a pretty decent pace.
-The interface looks modern & new
-It's easy to start a timer when working on a ticket and when you stop the time it automaitcally saves it.

-The Android app does not alert you when a new ticket comes in. I've contacted support about the issue but they say there isn't a problem.

-There are a lot of settings, I've gotten lost in them looking for a specific option.

It is so easy to start, with a basic free setup and upgrade as your company grows or develops the need for more features. The actualization makes your life easy if you have more programs to complement your job, because is all in one

there is not exist an on-site version for those people that distrust the cloud and safe the information there and it is not dedicated asset management features and so many user did not like it

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.

Going throug Hundreds of tickets everyday and Assigning those manually was painful, but thanks to the ZOHO desk, I am able to automate tickets based on the employee skill set, now all tickets are automatically sent to the employees and i dont even have to look in to this.

I would appreciate if someone removes the Escalation part from this software, Hehehe Just Kidding.

it is s a good synchronisation software.
It´s easy learn to manage.
You can view all your tickets.
Save time.
Dashboard are easy to understand.
Task entry are allowed in tickets.

Contracts are difficult to link with the tickets. Tasks associated with the tickets if closed on mobile phones closes the entire ticket. Issue is that if we create an contract for AMC & we add task to same creates issues if we close the task ,the ticket closes.
In free trial we get the enterprise version but we may plan for professional version also during that time we may we out of some features using today.
Actually we also need a coordinator support in INDIA to call and get our problems solved. We spend lot of times calling given numbers.