Zoho Desk Reviews

Pros

We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was:

+ Easily integrate into the Knowledge Base (KB)
+ KB easily integrates into tickets
+ Tickets can be handled by multiple departments and permissions can be restricted to those departments
+ Single Sign On (SSO) integration for customers
+ A robust API
+ ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB
+ A good mobile app (I personally use it on the iPhone)
+ Customizable reporting

~ A semi-workaround to integrate with Github (via Zoho Project)

We're looking forward to Guided Conversations that's in development right now
We look forward to additional releases

Cons

It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable.

The above would not impact me choosing this platform again.

Pros

It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail

Cons

I have nothing to say, I like the Zoho experience

Pros

A plethora of features that you can easily build a strong support network around.

Cons

The user interface can be a bit confusing if you are an entry level user.

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.

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.

Pros

In our organization we use several products from the Zoho suite, so the biggest pro for us was integration. Other features that were notably positive were custom domain mapping, converting tickets to articles in the knowledge base, suggested articles for agents, and of course the robust rules and macros that can be set up for the account to automate as many repetitive tasks as possible.

Cons

While most items were pretty intuitive to setup, I do feel that some of the documentation was pretty sparse and sometimes hard to find. Also having to bump up to the highest tier plan just to be able to integrate with all of the Zoho services we utilize was a bit frustrating. I could see not letting free accounts do this, but doubling the cost/agent just to fully integrate with your services that we already pay separately for was pretty disappointing.

Pros

I like that it is very well integrated into Zoho environment. So sometimes it can be useful to connect Zoho Forms, Zoho Projects and Zoho Desk together.
I like that you can customize a complete FAQ, receive tickets, answer them with automated messages and assign agents to tickets.
Integrating your mail and so answering to your clients directly on Zoho Desk save you time, I guarantee it !

Cons

Zoho Desk (and all Zoho tools) has 2 big problems :
1/ Support doesn't know what they say to you (2 employees can say totally the opposite)
2/ Zoho tools are not fully compatible between them...

Pros

It is very easy to use and setup.
It has a lot of features to set all that you need for your working process.
Workflow and supervise rules can help you with almost every automated rules you need
The developing team is offering new features that will definitely help the administrator.
Integration with a lot of helpful apps to fulfill your task in a better way ex. Telephone apps

Cons

Support is not as good as the product
Can not deactivate new theme mode once it is activated.
Sometimes Timer rules are not working

Pros

Very easy to setup, and configure. You setup information about your business, then upload your clients and contacts. You setup permissions for your teams, and our groups, along with products being support. Once configured you can easily track request from email, and phone, along with engagement on twitter and Facebook.

Cons

Support could be better. Sometime you may need to ask a question twice to get a proper response.

Pros

Our team of experts have evaluated Zoho Desk with a total rating of 8.8/10 after a series of scrutinizing tests. Actual customers of Zoho Desk have an average satisfaction rating with the product at 100% which reflects their opinion about this service. If you spend some time analyzing other Zoho Desk alternatives you will surely find other programs with similar or possibly better ratings.

Cons

For the past few years, we've been using SalesForce as our primary project system and case. There were plenty of things we favored and wanted to change. For instance, we're able to provide personal service agreements to clients. At the same time, a customer support system is available for assistance. When it comes to Zoho Support, there are a number of options available for ticket/case submission.

Pros

• Consolidated customer, distributor database. This is aligned with their assigned Area managers. Customer hierarchy can be developed through these features.
• Mobile application available for field staff and technicians, Available for both IOS and Android.
• 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.

Cons

the system dose not allow customization of all forms and fields, even though it claims it is possible. secondly account users cannot be permanently deleted from the system. it only deactivates them.

Pros

Free, lots of features for a small company and easy for 1 person to manage small IT department. It has multiple apps for all your devices and is small enough for a small company, big enough to take on the enterprise should your company expand and need a paid for system. What is really nice, there is no setuo except for your own branding and all software is managed in the cloud!

Cons

Nothing I do not like for free, how can we complain! I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!

Pros

We like the options to enter a knowledge base as we see this will help us internally and opening it to our customer base for reference. The dashboard, added perhaps a year ago is a great quick view on the overall status without having to order reports

Pros

Zoho Desk has the majority of features found in the "Big Name" apps and the price is better - and our team has found the functionality to be better as well. We switched away from Zoho to one of the other "Big Name" apps and switched back after 30 days. Zoho Desk is amazing.

Cons

Would like Zoho Desk to have better integration with Shopify. We were lured to another "Big Name" app because of the bridge that connects their 'desk' with Shopify customer records, that was a nice feature, but overall Zoho Desk won with usability and functionality.

Pros

The best part about this software is that it is easily integrated into different systems, set it up with your own branding, etc. Functions of the free version are practically enough for daily use.

Cons

When you want to generate reports on deeper levels, you quickly run into issues with the free version. Luckily they offer a professional version, only disadvantage is that you have to pay per agent.

Pros

Customer support and for the free version is very useful and complete tool. Make's me buy a full version.

Cons

It does not have a minimum remote tool incorporated (like ZOHO Assist). At least if we would have Zoho Assist with a better quality and faster but for now is pretty much unusable.

Pros

Great place for our employees to submit tickets for necessary action items. This allows us to respond to those tickets which notify via email. Also houses our documents for employees to access anywhere.

Cons

Not a whole lot of complaints, sometimes users have login issues and we are required to submit a ticket to Zoho with occasional no responses.

Pros

I really like the look of the software, the layout and how easy it is to use.

Cons

I can't think of anything I disliked about the software, the functionality and ease of use are a winning combination.

Pros

I love the custom fields, variety of customization options available, and the automation options. Syncing with other Zoho platforms, as well as third party systems makes this a really flexible option.

Cons

Syncing initial database of customers and accounts wasn't thorough. Inability to control what notifications you receive in the notification center, leads to excessive notifications. Automation process, and customization best for intermediate software users, even better for advanced.

Pros

-The free version offers all the items for SMB.
-Integration with other Zoho products.
-Always improving his interface and available options for end users.
-Integration between the knowledge base and the ticket system it's amazing.
-Customer Support it's always available to help us.

Cons

-Need experienced users to configure all the available options.
-End users get confused every update because sometimes they change all the functions available.
-The user guide isn't very useful for new users.
-Mobile app needs all the options available on the website.

Pros

I love that it has a two-way integration with ZOHO CRM

Cons

The customer support has been an issue with ZOHO products in the past. Maybe this time will be different

Pros

Solid integration with other Zoho apps, specifically the two-way sync with the CRM. We started using it as a tool for our help desk, but then started migrating our sales emails and calls thorough it to unify those communications, eliminate emails and have the ability track these interactions better.

Cons

If you don't have experience with help desks or administrating backends I can see it being difficult to setup. The enterprise edition especially has a lot of options.

Pros

Love the simplicity of getting going, IOS and Android app, and customer portal are great features for a very well priced product

Cons

The product is fantastic and I have no complaints regarding the use of it. I would like to see ITIL compatibility eventually, but for now its great.

Pros

I can get notifications for service request on my mobile devices. I can manage service request outside of the office. I can assign calls on the fly.

Cons

I have none so far, but to satisfy the review requirements, I will say I wish I had access to video tutorials.

Pros

There are a lot of capabilities in the software that I am still working to setup because we weren't initially looking to do that much. After learning about some of them more, I am confident that they will help reduce CS emails and give us plenty of customization to build a great Help Center.

Cons

We are doing a single agent system and if you want to change the email address of that agent it seems to be virtually impossible. We had someone initially set up our portal with an email address outside of our companies and this inability to change the address made us lose using our company's name as the portal. I don't think you should be able to use a company name if your email doesn't contain that company name, as it stands anyone can choose any company name for a portal as long as someone else hasn't already created it which means you might not be able to use your own company name for your portal.