Zoho Desk is great as a customer support platform
We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that …
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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.
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Head of Customer Success
Forfusion Ltd (Information Technology & Services, 51-200 employees)
Pricing
Free
$0
Cloud
Standard
$14
Cloud
per user
Professional
$23
Cloud
per user
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.zoho.com/desk/pricing.html
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Managing Departments in Zoho Desk
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Video Demo Zoho Desk
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Managing Agents in Zoho Desk
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Servicio a Cliente Multicanal con Zoho Desk 2020
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Brinde soporte Excepcional con Zoho Desk - Webinar 2020
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Forwarding Support Mails to Zoho Desk
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Product Details
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- Integrations
- Competitors
- Tech Details
- FAQs
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 Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Zoho Desk Screenshots
Zoho Desk Videos
Is it even possible to build a world-class product from a small, rural town?
Sridhar Vembu, Zoho's CEO, and the team narrate how they built Zoho Desk and what problems it solves for businesses around the world.
What is Zoho Desk? - An Overview
Customer centricity lies at the heart of any organization. Every process & approach is built with a sole objective of providing a positive and amazing experience to the customer.
How Zoho Desk’s automation features can help remove manual, repeatable chores and instead focus on keeping customers happy.
Zoho Desk Integrations
Zoho Desk Competitors
Zoho Desk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Reviewers rate Usability highest, with a score of 9.4.
The most common users of Zoho Desk are from Mid-sized Companies (51-1,000 employees).
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Reviews
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January 16, 2024
Zoho Desk is great as a customer support platform
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.
- Scheduled reports for Specific customers
- Organizing data by customer and the customer can respond to a Zoho Desk ticket by email and the response will automatically be entered into the related ticket on our desk platform
- The Zoho Desk community forum could use more options. If our customers could post questions or create a new topic on the forum we created we would be more apt to use it
- When a new contact or account is added to Zoho Desk it automatically assigns the account owner to our Zoho Admin, with no sales office even when a sales office specific support agent controls the ticket and a sales office is specified on the ticket - so more thorough data transfer into the CRM would be an improvement.
January 01, 2024
Functional Service Desk Offering
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.
- Browser-based
- Cross-platform support and functionality
- Customizable
- It regularly experiences slow performance
- The interface could be designed better
- Customization can be a bit rigid and not as open as some platforms
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.
- It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
- There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
- You can easily track all of your tickets and agents from the dashboard interface.
- You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.
- There is no Desktop application for Zoho Desk which is a crucial missing feature.
- The shortcut icon for Recent items could have been placed better, maybe in the top header menu instead of in the footer.
- The footer menu needs bigger icons as some are unrecognizable on smaller size monitors.
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.
- 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.
- The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
- [I feel] its customer support needs improvement.
May 17, 2021
ZoHo Desk - Great tool for the price
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 26, 2021
Zoho Desk for IT Departments
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 13, 2021
The best customer service tool.
• 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.
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.
November 21, 2017
Save time and improve the quality of support
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.