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May 31, 2021
Zoho Desk is the program that clients use in our organization, to air their requests, and demands, and the support team offers them the answers that they require. Again, Zoho Desk creates a timely communication channel, where without delays, messages are spread effectively to the right people. Lastly, Zoho Desk is an organized helps solution, which has ticket management features for the customers.
- Zoho Desk enhances or fosters the relationships we already have with clients as we easily communicate.
- Again, questions and complaints are aired through Zoho Desk regarding our products.
- Finally, Zoho Desk acts swiftly, through the concept of ticket management.
- Zoho Desk sometimes loads or hangs, which lowers its efficiency and this should be improvised.
- Also, Zoho Desk lacks compatibility on some Apple products, not ignoring the huge customer base which uses them.
- Other operational challenges were effectively handled.
April 27, 2021
We trialed Zoho Desk, hoping that it would be a workflow improvement over Zoho/ManageEngine ServiceDesk Plus, but that was not the case. While I'm generally a fan of Zoho products (very extensive for any marketing and support organization) the steps needed to accomplish basic tasks can be daunting, and there isn't as tight of integration between modules (such as Desk and CRM and Social and Office) that I would hope for.
- Very feature rich.
- Zoho's cloud is stable, and I've never experienced an outage or data issue.
- Price point is generally lower than any comparable product or service.
- Workflow is sometimes not intuitive.
- Automation for tasks needs improvement.
- Integration with other Zoho modules could be improved upon.
We are using Zoho Desk as a Help Desk product in our Technology department. All company users can open a ticket by sending an email to the designated published email address.
- Email notification
- Searching
- Resolutions
- Adding graphics or video to the solutions of a ticket.
April 12, 2021
• We currently use the Zoho Desk tool to provide customer support and help them develop stronger relationships with our services and products. And in this way improve the response rate towards problems or concerns that our clients may have within our platform.
• This customer service tool is currently implemented in two of our departments. In the Marketing and Human Resources sector.
• Communication has improved significantly. Facilitating our work to help and advise those who have problems or doubts about our services and products. We have also noticed an increase of at least 10% in new clients requesting our services, and it is all because we have improved the response time to their concerns.
• This customer service tool is currently implemented in two of our departments. In the Marketing and Human Resources sector.
• Communication has improved significantly. Facilitating our work to help and advise those who have problems or doubts about our services and products. We have also noticed an increase of at least 10% in new clients requesting our services, and it is all because we have improved the response time to their concerns.
- One of the most useful features that this tool has. Is that it allows us to address the problems of users according to the type of problem they have and assign them a categorization. For example Urgent, normal, standard.
- Another very useful feature that this tool has. Is that it allows us to visualize in a panel what are the unresolved activities or problems and thus any authorized active member can follow up and solve the problem.
- It would be very useful to have the drag and drop functionality when we are running some problem tracking tool.
- I would also like to see that the functionality of being able to receive and send voice memos has been implemented. This would be truly innovative.
May 17, 2021
Currently, we utilize Zoho Desk for our IT department. Zoho [Desk] is used to keep track of issues either reported internally, or from our external customers through a support email address we assign within Zoho. There are many features including time tracking, workflows (automated), and customizations. There are also macro's that can be built for auto assignment based on many available fields within the generated ticket.
- Macros - These are great ! You can auto assign based on many different criteria. Easy to build as well.
- Customization - Easy to build customizations at your fingertips. It helps when you need just a little bit more information to perform the tasks at hand.
- 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!). :)
April 23, 2021
Zoho [Desk] is used for several reasons in my company:
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
- Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
- Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
- Zoho CRM is great for entering as much relevant information as you can get for any customer.
- Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
- The filtering system at times can not be as responsive as expected. On Zogo desk can try to filter out non-relevant tickets but they can still show in results
- You can run reports on Zoho based on any built in fields, but cannot run anything that comes from freetext, or responses based on keywords
- Zoho Assist at times fails to send the invite to the customer
May 15, 2021
Zoho Desk is being used by our organization to address all the service needs. It is supported by a very strong Customer Care Team that makes the onboarding process really easy.
- It helps to automate the email ticket processing.
- As a lightweight solution, it is really fast.
- It is easily deployable and scalable.
- The wide range of tools available sometimes becomes confusing.
- The customization feature can be still improved.
- The Android widget sometimes causes some issues.
It is mostly being used by the customer support analysts in our company. It is a great customer relationship management tool that keeps us upto date with all the queries that are regularly raised by the customers. Problems and issues are tracked via tickets and also there is a live chat feature which makes work a lot easier.
- Customer relationship management.
- Ticket creation.
- Ticket collaborations.
- Live chat feature.
- Live chats have limited customisation.
- Workflow can be interrupted sometimes.
- Settings can be confusing sometimes.
April 23, 2021
We use Zoho Desk as a customer support tool for a SaaS product called Samson's Classroom. It is only used by about eight people in our company. It helps us organize our support inquiries from customers and assign them to the appropriate people. Organization is important for this product, as some support questions are merely functionality questions whereas some are billing questions and we have different employees that handle each.
- Organized
- Ticketing system
- Collaboration/teamwork
- Data privacy concerns, since it's a free product
October 01, 2020
Zoho Desk is used as a customer relations and support tool. It is used to gather customer information and issues encountered as people use technology in their everyday lives.
Zoho Desk allows issues and solutions to be processed in a timely and organised manner while creating a self-support system for future customers and support staff.
Zoho Desk allows issues and solutions to be processed in a timely and organised manner while creating a self-support system for future customers and support staff.
- Connects customers with support staff in an easy manner.
- Solutions to issues can be repurposed as articles for future support and education.
- Works on popular platforms including mobile apps so you can provide support on the go.
- Integrates well with other Zoho products.
- Although it connects well with Zoho CRM it could be a little smoother and automatic so that you don't have to think about it. It should just happen.
- The interface is colourful and attractive however looks slightly dated.
- Great value as part of Zoho One but could be a little expensive for very small operators.
August 28, 2020
We use Zoho Desk to manage queries for our existing customers, only for a particular department in our organization, managing multiple languages. Clients submit tickets to ask for changes in setup, new reporting needs, questions or issues with a particular service, ask for training, troubleshooting, etc. It its wonderful to consolidate several channels and keep track of time involved in the resolution of each item.
- Timetrack
- Value for money
- Ease of use
- Automation setup
- Advanced customization
- Default reports aren't as good
January 29, 2020
Zoho Desk was used our ticketing system for many years. It helped us separate the client tickets from internal tickets. We were able to communicate back and forth with our clients. We used it as a way to track projects and manage workflow. It served as our primary service desk until we switched.
- Easy to assign agents
- Message updates were easy to follow
- Not a whole lot of features
- Tickets are bare bones at times
January 16, 2020
Before Desk, we weren't using any sort of ticket system, instead of relying on direct emails to individuals. This was an issue for a multitude of reasons, including vacations or the individual leaving the organization without a proper knowledge transfer. Desk gives everyone on the team visibility to all client communication, allowing anyone on the team to jump in and get information for a client, or handle an issue without having much of a background with them previously.
- Very intuitive UI
- Easy for multiple team members to access and jump in
- Full accountability on team members
- Integration with email is not the smoothest
- Escalation rules take into account weekends but not holidays
- Reports can be a bit confusing
It's being used to handle all support for customers and also as an internal communication tool between our organization's departments. It helps to give a quick answer to customers and suppliers, to avoid repetitive tasks from employees, and to organize works between departments and employees.
It also acts as a database for contacts, and allows us to have a history log of all our organization's communication, for later use or to improve workflows.
- It offers everything you'll need to handle communication between your organization and external people.
- Offers a great integration with other Zoho Services so you can increase the possibility of your data/workflows.
- It has a good API to automate some things or feed any custom-made applications inside the organization.
- It lets you organize support tasks and keep track of the organization and employees current status.
- Their API is limited and there are many things you can't do.
- Their search API is not on real time. If you wanna automate real time things, you can't.
December 17, 2018
Zoho Desk has been a great assist for the startup medical software company I work for. It provides a web portal to bring in our customer support inquiries and provides an easy-to-manage dashboard to view and respond to customer support inquiries. Through the use of our email server, clients send in questions and inquiries regarding our software, allowing our support team to assign these support tickets and respond to them through Zoho Desk. This replaced the need to respond to support directly through email. Zoho Desk provides email alerts when clients respond or when new tickets come in, making it easy to manage. Desk also allows reports to see outstanding tickets, customizing tickets to include priorities, departments, and even adding in JIRA tickets for software requests that ultimately need to be handled by our developers. We do wish their was better API capabilities to link our software directly to Zoho Desk to provide customers their own portal to see outstanding tickets. Another flaw is that tickets cannot be assigned to strictly Accounts, they need to be assigned to a Contact which is sub to an Account. It only links with the Contact email which is usually a specific person.
- Managing support
- Delegating tasks within a small, medium, or large support team
- Accessibility via a web interface and not a local download
- More Customization of fields inside the tickets created in Desk
- Allowing Desk tickets to be assigned to Accounts and not required to be on a Contact within the account
- Better API integrations
April 01, 2019
We are a software company. Zoho Desk is used in our company as the main entry point for customer support.
- Support as a Service well executed
- Easy to setup
- Good link with existing Zoho products
- Support team behind Zoho Desk is really deceptive (long response delay / not always accurate)
- Customer enhancements are never done
November 21, 2017
Zoho Support has been very important for the quality of the support that I present to my clients. I work with clients who regularly forget their passwords but that's no problem because they have a notification on their device and we both save time for example on the reset process.
- Quality support information
- Help desk for my clients
- It is an easy and friendly way to provide help to the needs of my clients
- Traceability of everything related to the support of my clients
- It helps me organize my company
- Quality that makes your company look great
- The change from free to payment seems a bit high for small businesses but the features are excellent.
- It is a very complete software. The improvements have been great.
- The communication with the company has always been excellent. I do not remember having issues.
April 04, 2019
Zoho Desk is used by our marketing department for responding to candidates' queries received through multiple platforms, like email and an embedded form on our website. We have a fellowship program so that candidates can apply online on our portal. We have widely used Zoho Desk to resolve all queries, either technical or theoretical, about filling the application for the fellowship. Earlier we were doing it on a phone call, but it was not feasible to connect all the candidates, and we faced many difficulties in handling the record.
Now we are also using its knowledge-base, which also helps candidates get FAQs on applying and the application process.
- Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
- User-friendly dashboard, which shows all the tickets' statuses.
- We can embed support form in our websites to get queries.
- Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
- Connecting with a social network like Facebook.
- There's less customization capability in the support page, which needs to improve.
- A feature like showing FAQs while a user is trying to create a new ticket would be helpful.
Zoho Desk Scorecard Summary
Feature Scorecard Summary
What is Zoho Desk?
Zoho Desk is a cloud-based context-aware customer service software boasting users among service teams in over 40,000 businesses such as Daimler, Essilor, and McAfee.
Zoho Desk helps service teams manage customer conversations across email, phone, live chat, and social media. It is designed to pack the automation and analytics necessary to scale to any volume of customers. It is presented as easy to implement, and tightly integrated with other software used by the team for context and continuity.
Zoho Desk aims to address real-time customer service challenges. It helps service teams with collaboration, productivity hacks, AI, and measures customer happiness.
Zoho Desk helps service teams manage customer conversations across email, phone, live chat, and social media. It is designed to pack the automation and analytics necessary to scale to any volume of customers. It is presented as easy to implement, and tightly integrated with other software used by the team for context and continuity.
Zoho Desk aims to address real-time customer service challenges. It helps service teams with collaboration, productivity hacks, AI, and measures customer happiness.
Zoho Desk Screenshots
Zoho Desk Videos (4)
Zoho Desk Integrations
Zoho Desk Competitors
Zoho Desk Pricing
- Has featureFree Trial Available?Yes
- Has featureFree or Freemium Version Available?Yes
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Required
| Edition | Pricing Details | Terms |
|---|---|---|
| Free | $0 | |
| Professional | $23 | per user |
| Enterprise | $40 | per user |
| Standard | $14 | per user |
Zoho Desk Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| Forum/Community | ||
| FAQ/Knowledgebase | ||
| Social Media | ||
| Video Tutorials / Webinar |
Zoho Desk Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | No |
Frequently Asked Questions
What is Zoho Desk?
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
What are Zoho Desk's top competitors?
What is Zoho Desk's best feature?
Reviewers rate Usability highest, with a score of 8.6.
Who uses Zoho Desk?
The most common users of Zoho Desk are from Small Businesses and the Computer Software industry.