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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
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.
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
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
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.
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
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.
Zoho Desk Scorecard Summary
Feature Scorecard Summary
What is Zoho Desk?
According to the vendor, Zoho Desk, allows agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
Put customer service at the heart of your company.
Zoho Desk iis a context-aware help desk software that helps businesses focus on the customer.
Close tickets. Open happiness.
Zoho Desk gives your team tools to help customers while automating frequent tasks that otherwise take up precious time.
Don't improvize. Improve.
With Zoho Desk, identify the right trends and patterns in your team's efforts, make improvements, and inspire better performance.
One company. One team.
Zoho Desk helps bring together employees from across departments, to give customers a truly unified customer service experience.
Convenience is key.
When your customers want to reach out, be available for them over a variety of channels—email, phone, live chat, social media and more.
Self-help is the best help.
Equip customers so they can find answers to questions on their own and help their peers in the true spirit of a community.
Put customer service at the heart of your company.
Zoho Desk iis a context-aware help desk software that helps businesses focus on the customer.
Close tickets. Open happiness.
Zoho Desk gives your team tools to help customers while automating frequent tasks that otherwise take up precious time.
Don't improvize. Improve.
With Zoho Desk, identify the right trends and patterns in your team's efforts, make improvements, and inspire better performance.
One company. One team.
Zoho Desk helps bring together employees from across departments, to give customers a truly unified customer service experience.
Convenience is key.
When your customers want to reach out, be available for them over a variety of channels—email, phone, live chat, social media and more.
Self-help is the best help.
Equip customers so they can find answers to questions on their own and help their peers in the true spirit of a community.
Categories: Social Media Customer Service, Help Desk
Zoho Desk Screenshots
Zoho Desk Videos (3)
Zoho Desk Integrations
Zoho Creator, Zoho Forms, Zoho CRM, Zoho SalesIQ, Zoho Assist, Zoho Analytics (formerly Zoho Reports), Zoho Bugtracker, gsuite, Screen magic
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?No
| Edition | Pricing Details | Terms |
|---|---|---|
| Free | $0 | |
| Professional | $12 | per user |
| Enterprise | $25 | 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 |