SupportBee vs Zoho Desk

Likelihood to Recommend

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.

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Matt Heerema

Director

Mere AgencyInternet, 1-10 employees

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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.

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Humayun Farooqi

Customer Success Manager

Tarsil.pkInformation Technology & Services, 1-10 employees

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Feature Rating Comparison

SupportBee

Zoho Desk

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

SupportBee

Zoho Desk

External knowledge base

Internal knowledge base

SupportBee

Zoho Desk

Customer portal

Email support

Help Desk CRM integration

Pros

Filters requests by client.
Keep track of how much "traffic" that client is causing.

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Verified User

Analyst in Marketing

Marketing & Advertising Company, 51-200 employees

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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.

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Sofia Martinez

Accounting Consultant

The Intersect GroupStaffing & Recruiting, 501-1000 employees

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Cons

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.

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Matt Heerema

Director

Mere AgencyInternet, 1-10 employees

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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!). :)

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Verified User

Analyst in Information Technology

Insurance Company, 501-1000 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Verified User

Team Lead in Engineering

Computer Software Company, 51-200 employees

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Support Rating

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.

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Verified User

Analyst in Marketing

Marketing & Advertising Company, 51-200 employees

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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.

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Hildah Kay

Help Desk Technician

Outdoor PrideArchitecture & Planning, 51-200 employees

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Alternatives Considered

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.

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Matt Heerema

Director

Mere AgencyInternet, 1-10 employees

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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.

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David Yates

President

Geeks-r-Us, Inc.Computer & Network Security, 1-10 employees

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Return on Investment

Helps ensure client requests don't go unhandled - invaluable.
Helps ensure priority clients get priority handled.

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Verified User

Analyst in Marketing

Marketing & Advertising Company, 51-200 employees

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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.

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David Cook

Owner

Frontier PC TutoringEducation Management, 1-10 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

SupportBee Editions & Modules

—

Additional Pricing Details

—

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

none
per user

Additional Pricing Details

—

Rating Summary

SupportBee

Zoho Desk

SupportBee

Zoho Desk

SupportBee

Zoho Desk

Likelihood to Recommend

SupportBee

Zoho Desk

Feature Rating Comparison

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

Email support

Help Desk CRM integration

Pros

SupportBee

Zoho Desk

Cons

SupportBee

Zoho Desk

Usability

SupportBee

Zoho Desk

Support Rating

SupportBee

Zoho Desk

Alternatives Considered

SupportBee

Zoho Desk

Return on Investment

SupportBee

Zoho Desk

Screenshots

SupportBee

Zoho Desk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

SupportBee Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Zoho Desk Editions & Modules

Edition

Additional Pricing Details

Rating Summary

Add comparison