Zoho Desk

4.5 (2,001)
Superior customer service. Lasting experiences.

Overall rating

4.5 /5
(2,001)
Value for Money
4.5/5
Features
4.5/5
Ease of Use
4.4/5
Customer Support Software
4.3/5

93%
recommended this app
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2001 Reviews

Sarah
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

The gold standard in customer service!

Reviewed on 17/07/2022

Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Pros

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Cons

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

heba
Overall rating
  • Industry: Consumer Services
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Zoho Desk is one of the most popular collaborative working platforms on the market.

Reviewed on 07/03/2023

Zoho Desk is an amazing piece of software that can be really helpful for your organization. However, before using it, you need to be sure that the user interface is user-friendly. There are a few things you need to take into account when making this decision.First of all, you need to make sure that the user interface is easy to navigate. You don't want to spend too much time trying to figure out how to use the software, instead, want to be able to get started right away.Secondly, you need to make sure that the software is easy to find. You want to be able to find the features you need easily, and not have to search through a bunch of menus.And finally, you want to make sure that the user interface is easy to understand. You don't want to have to read through a bunch of instructions just to use the software.If you take all these factors into account, you should be able to choose the right Zoho Desk for your organization.

Pros

Zoho Desk is a great tool for businesses of all sizes. It has features that can help you manage your work and communication more efficiently. Here are five important considerations to keep in mind when choosing the right Zoho Desk for your organization.1. Size: Zoho Desk comes in different sizes to fit any organization. You can choose between a small, medium, or large size.2. Features: Zoho Desk has a lot of features that can help you manage your work and communication more efficiently.3. Collaboration: Zoho Desk is great for collaboration. You can easily share files and work with others in a collaborative environment.4. Communication: Zoho Desk is great for communication. You can easily send and receive messages and files with others in a communication environment.5. Interoperability: Zoho Desk is interoperable with other applications. You can easily share files and work with other applications in a seamless environment.

Cons

Zoho Desk is a popular online office suite that has a wide range of features and is used by many organizations. However, there are some important considerations that you should take into account before choosing it for your organization.First and foremost, Zoho Desk is a cloud-based solution, so you will need to be comfortable with the idea of having all your data stored in the cloud. This is a major advantage of Zoho Desk since you can access your data from any device or location.However, there are some downsides to using Zoho Desk. One is that it can be expensive up-front. You will need to pay for the software and then pay for the monthly licenses for users. Additionally, you will need to invest in hosting and security features.Overall, Zoho Desk is a powerful and popular solution, but you should carefully consider the factors before choosing it for your organization.

Jeff
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

do not recommend

Reviewed on 11/01/2023

As I mentioned in cons, support is horrible and they need to focus on getting current modules working without bugs rather then what additional modules they can create to charge people for. I be happy when our company finally pulls the trigger and goes with another vendor.

Pros

Pros-It does work with Zoho CRM and logs tickets in CRM

Cons

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.

Dan
Overall rating
  • Industry: Renewables & Environment
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Shines above other products we had

Reviewed on 28/12/2022

An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.

Pros

It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.

Cons

The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Zoho Desk

The previous product was not cloud-based.

Switched From

Web Help Desk

Reasons for Switching to Zoho Desk

Value for money and ease of use, long list of capabilities.
Nelson
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

More specific attentions

Reviewed on 27/02/2023

Customers are important to companies, so this tool allows customers to respond more quickly

Pros

One of the qualities of this tool that I generally like is that it has functions that increase the number of customers that you usually have, being one of the most complete customer service tools, allowing everything from automation to self management for better operations.

Cons

I did not find it a complicated or difficult tool to implement, its functions help large or medium-sized companies to achieve their objectives

Arif
Overall rating
  • Industry: Design
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

customer service software that offers a wide range of features to help businesses man

Reviewed on 20/01/2023

Overall, Zoho Desk is a great option for businesses looking for a comprehensive customer service software that can be customized to fit their specific needs.

Pros

Zoho Desk is a customer service software that offers a wide range of features to help businesses manage customer interactions. It includes a built-in ticketing system, a knowledge base, and a customer self-service portal. The software is highly customizable and can be tailored to fit the unique needs of any business. The interface is intuitive and user-friendly, making it easy for agents to navigate and manage customer inquiries. Additionally, Zoho Desk offers robust reporting and analytics capabilities, allowing businesses to track and analyze customer interactions in real-time. The software also integrates with a variety of other Zoho products and third-party apps, such as Zoho CRM, to provide a seamless user experience.

Cons

too much ads variety of other Zoho products and third-party apps on free trial versions.

Verified Reviewer
Overall rating
  • Industry: Management Consulting
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Efficient and Flexible Help Desk Management

Reviewed on 20/02/2023

Overall, Zoho Desk provides a comprehensive set of features for managing customer support and service, including ticket management, task automation, and reporting analytics. While some users have reported occasional glitches or difficulties in customizing the platform, the majority of users find it to be a reliable and efficient solution for their customer service needs.

Pros

Zoho Desk software include its ease of use, its flexibility and customization options, and its robust set of features for managing customer support and service. The ability to track and manage support tickets, create a knowledge base for customers, automate workflows, and integrate with other Zoho and third-party applications.

Cons

Zoho Desk software include occasional glitches or slow performance, particularly when working with larger data sets or multiple users.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

keep a tap on user issues

Reviewed on 04/03/2023

Integration with other tools such as Salesforce and Slack makes it easy for businesses to connect and streamline their workflows. Overall, Zoho Desk is a reliable and feature-rich solution for businesses of all sizes looking to improve their customer support and service operations.

Pros

It tools to manage customer support and service. Its multichannel support, automated ticketing, and built-in knowledge base help businesses save time and increase efficiency. Collaboration tools and customizable dashboards allow agents to work together on tickets and track key metrics.

Cons

Could improve by offering more advanced reporting and analytics features, improving the mobile app experience, and enhancing its integrations with third-party tools.

Verified Reviewer
Overall rating
  • Industry: Education Management
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

A Simple Software to Track Your Calls

Reviewed on 28/02/2023

Pros

The call tracking management feature is awesome. Now I can track all inbound and outbound calls easily. It helps to track actual conversations between agents and clients.

Cons

Most of the features of Zoho Desk are good, but sometimes I faced some issues in the integration process. But I would recommend it from my side to use it.

Verified Reviewer
Overall rating
  • Industry: Facilities Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Review About Zoho Desk

Reviewed on 20/02/2023

Zoho Desk is generally well-regarded as a robust and customizable help desk software. Appreciate the wide range of features, including automation and multi-channel support, as well as the intuitive user interface. Additionally, customer support may be slow to respond in some cases. Overall, Zoho Desk seems to be a reliable and feature-rich option for managing customer support.

Pros

Zoho Desk offers a wide range of features, including automation, analytics, and multi-channel support.The user interface is intuitive and easy to navigate.Zoho Desk offers a free plan with basic features.

Cons

Advanced features can be expensive.Customer support can be slow to respond.

Umang
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

One of the best investments for our organization

Reviewed on 14/07/2020

Great - and their customer service is great as well.

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.

Alternatives Considered

Jira

Reasons for Choosing Zoho Desk

It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Reasons for Switching to Zoho Desk

We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.
Nitin
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Very friendly user interface and easy to integrate

Reviewed on 08/09/2021

Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.

Pros

We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app.

Startups who are trying to manage a team of customer support can go for free version and get a hand on it.

Cons

Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.

Alternatives Considered

tawk.to and Freshdesk

Reasons for Switching to Zoho Desk

Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.
Tacho
Overall rating
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

Zoho desk allows me to track all incoming requests and to convert website visitors to real...

Reviewed on 01/09/2021

A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.

Pros

The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.

Cons

I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.

Mercedes
Overall rating
  • Industry: Mental Health Care
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Helpdesk internal ticketing system - life changing!

Reviewed on 08/11/2022

Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk!

Pros

We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!

Cons

My only complaint about the software is that it is kind of difficult to set up initially.

Alternatives Considered

Salesforce Sales Cloud

Reasons for Choosing Zoho Desk

SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.

Switched From

SysAid

Reasons for Switching to Zoho Desk

The cost was much higher with Salesforce and was also not nearly as robust.
Gerard
Overall rating
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

Zoho Desk for Small Business

Reviewed on 13/03/2020

Have used a trial under a different company test name.
A really excellent product.
Still learning.

Pros

We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons

Probably too many options available.
A lot of time spent so far just understanding the whole platform

Alternatives Considered

HubSpot Service Hub

Reasons for Switching to Zoho Desk

Had a lot of exposure to the CRM. Comfortable with the product
Abe
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 201–500 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

A smooth transition

Reviewed on 20/08/2021

Very honestly, Zoho appears to be a good CRM. I have neither huge successes nor disappointments with it, which is a good place to be for something used regularly: no big surprises either way. We use it to manage our leads, projects, and legal details - it does the job well.

Pros

Zoho is comprehensive in terms of functionality as a CRM. It was easy enough to transition as a user from our previous CRM, with a lot of familiarity in terms of the set up and workflows. We really like the 'transitions' functionality, which allows us to have required fields at different stages of the process. This is helping us maintain data accuracy and input rates.

Cons

The search functionality can be confusing within objects (it feels more natural to search within the filter pane that pops up, rather than go back into the search view).
There are a lot of options when it comes to filtering and permissions which can cause some roadblocks, though that may be user error too!

Verified Reviewer
Overall rating
  • Industry: Media Production
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Zoho Desk - Maybe Great, We Will See

Reviewed on 18/12/2019

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

Alternatives Considered

Freshdesk and HubSpot Service Hub

Reasons for Choosing Zoho Desk

HubSpot Service Hub Pro was way way more expensive than ZOHO, but I have to say HubSpot's customer service and quality was out of this world GOOD! I hope ZOHO features can fill the HubSpot shaped hole in my heart.

Switched From

HubSpot Service Hub

Reasons for Switching to Zoho Desk

Price. Zoho just cannot be beat on price. I believe for the price, I can make it work for my company.
Emilio
Overall rating
  • Industry: Computer Software
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Efficient and User-Friendly: A Review of Zoho Desk

Reviewed on 14/01/2023

In conclusion, Zoho Desk is a comprehensive and powerful customer service software that can help businesses streamline their communication and support efforts. The platform offers a wide range of features, including email, phone, and social media integration, as well as customizable ticketing and reporting capabilities. The software is user-friendly and efficient, allowing teams to quickly and easily respond to customer inquiries. However, it may have a steeper learning curve for new users and some features may need to be purchased separately. Overall, Zoho Desk is a strong option for businesses looking to improve their customer service operations.

Pros

Zoho Desk is a customer service software that streamlines communication and support for businesses. The platform offers a variety of tools to manage customer interactions, including email, phone, and social media integration. The software is intuitive and easy to use, allowing teams to quickly and efficiently respond to customer inquiries. The ticketing system is also highly customizable, allowing businesses to tailor it to their specific needs. Additionally, Zoho Desk offers a range of reporting and analytics features, which can help managers track performance and identify areas for improvement. Overall, Zoho Desk is a great choice for businesses looking for an efficient and user-friendly customer service solution.

Cons

One potential con of Zoho Desk is that the platform may have a steeper learning curve for new users compared to other customer service software. Some users may find the interface and navigation of the software to be overwhelming or difficult to navigate. Additionally, while Zoho Desk offers a wide range of features, some businesses may find that certain features they need are not included in the basic package and need to be purchased separately as add-ons.

Cherry
Overall rating
  • Industry: Food & Beverages
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Zoho Desk Is Best so Far

Reviewed on 15/12/2022

Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most importantly, it is user friendly and you do not need special training to be able to set it up, thay have it all in their help page.Zoho also is not sensitive to IP addresses, it is accessible everywhere and is very helpful to companies that employ remote workers.

Pros

For more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later.

Cons

There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me.

David
Overall rating
  • Industry: Semiconductors
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Provides the customer with a dynamic and personalized service

Reviewed on 25/09/2022

This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process.

Pros

It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.

Cons

When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.

Neha
Overall rating
  • Industry: Management Consulting
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Excellent CRM software with clean interface

Reviewed on 19/06/2018

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.

Jimmy
Overall rating
  • Industry: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

The Best Customer Service Software, Zoho Desk

Reviewed on 24/12/2022

My experience everytime is a good one. I love it all over again when I use Zoho Desk every day of the week

Pros

Zoho Desk creates a timely communication channel where without delays communication is sent to the right people, this has helped my business get more clients as they are happy they dont have to wait for long to get any help they may require. Its customizable. Zoho Desk is cloud based which is very strong and I have never experienced any challenge with data issue. Its inexpensive comparing to other funtionless softwares. Easy to generate customer ticketing. It has a live chat feature which is really helpful to sort customers queries in real time. Zoho Desk integrates seamlessly with other Zoho products. Its pretty easy to asign tasks to agents. Its easy to see all tickets statuses.

Cons

No drawbacks. I like the entire funtionality and It can only get better and I’m here for all that. I reccomend it to all that wants to take Customer service to a whole new level

Ngong
Overall rating
  • Industry: Graphic Design Software
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Best data management tools i have come across

Reviewed on 02/02/2023

excellent.I recently had the pleasure of using Zoho Desk, the customer service and helpdesk software. I found that the software was very intuitive and easy to use, with a well laid out dashboard that made navigation effortless. The various features, like ticketing system, knowledge base and customer self-service portal make managing customer data simpler. Furthermore, I found that I could customize the software easily, setting up automated workflows and add-ons to better suit my specific needs.

Pros

Some advantages of using Zoho Desk consist of intuitive navigation, a powerful search function, a vary of useful features, and complete customer support. Additionally, it offers robust integration support and scalability.

Cons

A drawback of using Zoho Desk is that its customization choices can be limited, the assist machine is no longer ideal, and the price can be too much for small businesses.

sanu
Overall rating
  • Industry: Education Management
  • Company size: 501–1,000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

it is customer support and help desk software.

Reviewed on 14/02/2023

Zoho Desk is a comprehensive customer support and help desk solution that offers a range of features to help businesses manage and respond to customer support tickets. Its multichannel support, automation, collaboration, analytics, and customization tools make it a great option for businesses of all sizes looking to improve their customer support operations.

Pros

Zoho Desk allows businesses to manage customer support tickets from multiple channels, including email, social media, and chat. This helps businesses to provide a consistent customer support experience across channels.Analytics: Zoho Desk provides analytics and reporting tools that help businesses to measure and improve their customer support performance. Businesses can track metrics like response time, ticket volume, and customer satisfaction.

Cons

Limited functionality: While Zoho Desk is a great tool for managing customer support tickets, it may not have all the functionality that some businesses need. For example, it doesn't offer advanced features like social media integration, chatbots, or AI-powered automation.Customer support: While Zoho Desk is a customer support tool, its own customer support may not be up to par for some users. Some customers have reported slow response times or unhelpful support agents.

Erdem
Overall rating
  • Industry: Computer Games
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

A very useful tool that deserves high marks.

Reviewed on 04/11/2022

Pros

I've been using Zoho Desk for several months now and I have to say that it is a great product and has become an integral part of my business. At Zoho Desk you can create a Web page to display your contact information. You can also create a Help Desk system that integrates with your existing Web site. Features include remote support, live chat, knowledge management, Support Ticket Management, Knowledge Base Management, and much more.

Cons

If you want to make your customer feedback more positive, it is a software that you should definitely use, I found it extremely useful and stable, I did not have a problem.