Zoho Desk Reviews and Ratings

Use Cases and Deployment Scope

We use Zoho Desk to handle all of our customer service tickets. We also use the knowledge base function inside of Zoho Desk to address any customer questions and act as our FAQ. We need to be able to receive and answer customer questions easily and respond in a timely manner, which also allows us to have tracking and analytics. Zoho Desk satisfies this need quite well.

Likelihood to Recommend

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Use Cases and Deployment Scope

We currently use Zoho desk as our main ticketing system. We utilize a home grown ticketing system in our ERP and Zoho desk. We plan to consolidate to Zoho once we are ready to go. This platform captures everything we need, provides insights via KPIs and other relevant information for the end user and the technician that gets tickets assigned. We use the reporting all the time to see where the team is at. As a team, we can review all tickets together and improve.

Likelihood to Recommend

Tracking of tickets has been great. There are times when some spam passes through and becomes a ticket, but it is easy to delete those. My company is very much into LEAN, and likes to see reports to see our progress as a team. The reports provided give good information for these presentations

Use Cases and Deployment Scope

We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is:

Automated Acknowledgement Email to customer with a ticket number and greeting

Automated Assignment of Agent

Timer Started

SLA Timer Started

Likelihood to Recommend

For an IT support Business, Zoho Desk is amazing. Zoho Desk automates many processes that allows us to respond quicker, free up repetitive tasks time and also time against or SLA agreements to ensure we don't breach.

I can't tell you where it's less appropriate as so far we have had good success with using Zoho desk

Use Cases and Deployment Scope

We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.

Likelihood to Recommend

Zoho desk is well suited for anyone wishing to use it as their primary support platform in association with a company website if there is dedicated support personnel within the company. I would say that Zoho desk would be less appropriate for retail based customers as a platform to write reviews on products received.

Use Cases and Deployment Scope

As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.

Likelihood to Recommend

As a SaaS offering it delivers on the cross-platform accessibility front quite well. Any Cloud service means it can be consumed from anywhere, giving a business the agility it needs to employ staff from no set geographic location, as well as allowing work-from-anywhere scenarios. The interface is okay to use but could be better, but in terms of basic functionality that you'd expect a service desk to deliver it does that quite well.

Use Cases and Deployment Scope

We have integrated Zoho Desk with our web application to be able to have our existing customers submit tickets with screenshots and description of the problem being faced or for any general query of any feature. It is being used by the customer success and development teams currently and through Zoho Desk, we have been able to track all requests/issues by the existing customers as well getting them resolved or answered in the shortest possible time.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

Zoho Desk has put customer service at the heart of our company. It is a tool in the help desk category that has helped us focus on the customer and deliver high-quality customer service to every single customer. Using this tool has led to improved business services and decisions while customers enjoy timely support.

Likelihood to Recommend

It supports a wide range of support networks that can be used by agents to establish robust customer relationships that will improve business operations and result in bigger profits.

Use Cases and Deployment Scope

Zoho Desk is one of the best platforms available for creating customizable support experiences for customers in the marketplace. It has all the best features of prioritizing requests, managing the requests, and closing more increasing requests on a different platform linked to the business. I have been a user of Zoho Desk for a long time and am still using the platform for better managing customer support and improving the overall efficiency of the customer team effectively.

Likelihood to Recommend

Zoho Desk is helping me a lot in managing the customer support along with the customer support team effectively. Clear and clean dashboard with robust UI helping me to be more productive at work. Support and ticketing need to be updated in the near future. Other than that, it is a great platform to have in the organization and I would recommend this to other businesses too.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Zoho Desk is the right solution to recommend companies that have many clients, as it offers customer assistance immediately. Again, Zoho Desk is online, hence, far-reaching to those customers which are away from the company. Lastly, Zoho Desk ensures there is no wait time, as the ticketing concept is well maintained.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

[Zoho Desk] is well suited for support as well as maintenance and new projects.

When utilized for support, the ticketing portion works well. It's not an "over achiever". You get what you want and can either keep the fluff, or remove it based on your needs. You can even customize what you see on the screen. With the workflow, you can view all work queues and easily tweak them.