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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Reviewer Pros & Cons
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
YouTube
Video Demo Zoho Desk
YouTube
Managing Agents in Zoho Desk
YouTube
Servicio a Cliente Multicanal con Zoho Desk 2020
YouTube
Brinde soporte Excepcional con Zoho Desk - Webinar 2020
YouTube
Forwarding Support Mails to Zoho Desk
YouTube
Product Details
- About
- 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 Small Businesses (1-50 employees).
Comparisons
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Reviews and Ratings
(122)Attribute Ratings
Reviews
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January 01, 2024
Functional Service Desk Offering
- Rapid deployment to all parts of the business, saving time and effort of not having to visit end users directly.
- It has improved our customer service levels by giving us the toolset to deal with customer service tickets in a more streamlined fashion than our previous system.
- Cross-platform cloud offering ensured we deployed to the full range of staff across the UK and delivered service from day 1.
- Platform slowness and glitches have hampered delivery on occasion, with these issues being more frequent than they should be.
- The main issue we faced before using Zoho Desk was handling and responding to all the queries and trouble tickets by our existing customers, which has now been solved by Zoho Desk.
- We have been able to achieve more than 100 % ROI, as most of our pain points resolved with the free edition of Zoho Desk with minimal costs on hiring fewer agents and around 50 percent of the time saved for the development and success teams.
- There has been slight lags, which has been annoying sometimes, on using our browsers for the web application of Zoho Desk as we do not have a very stable internet connection.
- Bigger profits
- Effective solutions and responses to customer questions
- Higher satisfaction rating from customers
- Designed with much-modernized UI and dashboard is very pleasing to use and to have the best experience on it.
- It gives nice reporting.
- Well organized and developed with smart features.
May 31, 2021
A Responsive and Reliable Help Desk App
- Zoho Desk saves on time, as customers get instant answers.
- Also, Zoho Desk works on retaining customers because any challenge they get on the way is quickly communicated and resolved.
- Finally, Zoho Desk lowers the expenses of reaching to clients.
May 17, 2021
ZoHo Desk - Great tool for the price
- None at all
April 27, 2021
Zoho Desk isn't on mine anymore, unfortunately.
Score 6 out of 10
Vetted Review
Verified User
- Learning curve and time to work through and document processes were more than we were inclined to spend.
- Felt like data was too "silo'd" and did not flow between systems.
April 26, 2021
Zoho Desk for IT Departments
- One place to track tickets.
- Easy to find common issues and resolutions.
- Good notifications to users and technical support staff alike.
April 26, 2021
All help-desk needs fulfilled
- Record keeping from all the client tickets which made things easier.
- Customer support management has been improved.
- Workflow has been automated to a great extent.
April 23, 2021
Zoho - your helping hand you didn't know you needed
- By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
- We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
- Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly
April 13, 2021
The best customer service tool.
- We have noticed an increase. In the acquisition of our services and products since this tool allows us to develop a stronger bond with our clients and make them feel satisfied.
- 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.
August 28, 2020
Zoho Desk for Customer Support
- Accurate time tracking
- Streamline support for customers
- Improve visibility of customer service
- Improved customer service experience
January 29, 2020
Small structure but a lot of results
- Fast response time
- Updates in real-time
September 20, 2019
Good service for tickets
- It helped to reduce company's reponse time by letting employees when a new comunication started and who will handle it.
- It helped to maintain private conversation between organization members to organize what to reply and do for customers.
- Increased productivity by task assignment and keeping track of the organization data/processes
- Over the year we have given resolution to more than 1500 tickets.
- Now we are separating the tickets according to the departments or products.
- Now our user can see the list of FAQs, which helps them to research their question before raising the tickets.
April 01, 2019
Support experience with Zoho Desk
Score 1 out of 10
Vetted Review
Verified User
- Lost customer messages; need to exchange with the customer by a different way.
- Migration from our previous tool was never achieved, losing some bits of information.
- Overall good return by consolidating our support efforts
- Centralizing customer feedback
- Running reports on mission critical support
November 21, 2017
Save time and improve the quality of support
- The presence of my services has improved
- Save time on tasks that were very recurrent (reset passwords)
- Share help articles with my clients
- Receive positive feedback from my clients
- New clients