TrustRadius
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.https://media.trustradius.com/product-logos/qA/jL/J9EQ47W4EVKH.PNGZohoZoho Desk is a great fit for the startup-to-small business for support!2018-12-17T18:16:14.305ZZoho 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,Overall good return by consolidating our support efforts
Centralizing customer feedback
Running reports on mission critical support,7,Desk.com,Zoho Assist, Zoho Forms, Zoho Motivator,Fewer than 100 per week,8,10,4,6Khashi RahmaniSupport experience with Zoho Desk2019-04-01T18:29:31.875ZWe 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,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.,1,,100 to 500 per weekJulien BrasA simple way to start answering queries on a ticketing platform2019-04-04T17:01:08.035ZZoho 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.,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.,8,Freshdesk, Zendesk and Jira Service Desk,Jira Service Desk, Freshdesk, Zendesk,Fewer than 100 per weekVerified UserGood service for tickets2018-09-03T20:29:52.407ZIt'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.,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,9,Zendesk,Zendesk,100 to 500 per week,9,9,7,4Miguel UsecheSave time and improve the quality of support2017-11-21T16:33:03.170ZZoho 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.,10,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,WordPress, Yoast Wordpress SEO Plugins, Google Analytics, Zoho Assist, Zoho FormsAlexis Correa
Unspecified
Zoho Desk
35 Ratings
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