What users are saying about
2 Ratings
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Top Rated
93 Ratings
2 Ratings
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Score 8 out of 100

Zoho Desk

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Top Rated
93 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Likelihood to Recommend

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
Matt Heerema | TrustRadius Reviewer

Zoho Desk

The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
Humayun Farooqi | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SupportBee
9.2
Zoho Desk
10.0
Organize and prioritize service tickets
SupportBee
10.0
Zoho Desk
10.0
Expert directory
SupportBee
10.0
Zoho Desk
10.0
Subscription-based notifications
SupportBee
7.0
Zoho Desk
10.0
ITSM collaboration and documentation
SupportBee
8.0
Zoho Desk
10.0
Ticket creation and submission
SupportBee
10.0
Zoho Desk
10.0
Ticket response
SupportBee
10.0
Zoho Desk
10.0

Self Help Community

SupportBee
6.0
Zoho Desk
10.0
External knowledge base
SupportBee
6.0
Zoho Desk
10.0
Internal knowledge base
SupportBee
Zoho Desk
10.0

Multi-Channel Help

SupportBee
8.0
Zoho Desk
10.0
Customer portal
SupportBee
4.0
Zoho Desk
10.0
Email support
SupportBee
10.0
Zoho Desk
10.0
Help Desk CRM integration
SupportBee
10.0
Zoho Desk
10.0

Pros

SupportBee

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
Anonymous | TrustRadius Reviewer

Zoho Desk

  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
Sofia Martinez | TrustRadius Reviewer

Cons

SupportBee

  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.
Matt Heerema | TrustRadius Reviewer

Zoho Desk

  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
Anonymous | TrustRadius Reviewer

Usability

SupportBee

No score
No answers yet
No answers on this topic

Zoho Desk

Zoho Desk 8.9
Based on 12 answers
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
Anonymous | TrustRadius Reviewer

Support Rating

SupportBee

SupportBee 7.0
Based on 1 answer
I haven't had to deal with support issues much, other than someone within our own company helping.
Anonymous | TrustRadius Reviewer

Zoho Desk

Zoho Desk 8.0
Based on 12 answers
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
Hildah Kay | TrustRadius Reviewer

Alternatives Considered

SupportBee

SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Matt Heerema | TrustRadius Reviewer

Zoho Desk

After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
David Yates | TrustRadius Reviewer

Return on Investment

SupportBee

  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
Anonymous | TrustRadius Reviewer

Zoho Desk

  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
David Cook | TrustRadius Reviewer

Screenshots

Pricing Details

SupportBee

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SupportBee Editions & Modules

Additional Pricing Details

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Zoho Desk Editions & Modules

Edition
Free$0
Professional$232
Enterprise$402
Standard$142
  1. none
  2. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

SupportBee
8.0
Zoho Desk
8.7

Usability

SupportBee
Zoho Desk
8.9

Support Rating

SupportBee
7.0
Zoho Desk
8.0

Add comparison