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Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.https://dudodiprj2sv7.cloudfront.net/product-logos/qA/jL/J9EQ47W4EVKH.PNGGood service for ticketsIt'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,9,9,7,4Save time and improve the quality of supportZoho 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 Forms
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Zoho Desk
30 Ratings
Score 8.0 out of 101
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Zoho Desk Reviews

Zoho Desk
30 Ratings
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Score 8.0 out of 101
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Miguel Useche profile photo
September 03, 2018

Zoho Desk Review: "Good service for tickets"

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Zoho Desk is a great tool to handle all your organization's public and internal communications. If you have more than a few employees this tool will help you organize the work by adding tasks, private messages, ticket organization, etc.

You can adapt or increase your work based on tickets assigned and task to do.

Also it works great as a contact information database; you can contact or search any information from any supplier/customer/employee inside your organization.
Read Miguel Useche's full review
Alexis Correa profile photo
November 21, 2017

Zoho Desk Review: "Save time and improve the quality of support"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
[It's well suited to] Give support to your customers. It is excellent. The clients learn to make requests, they are organized to be taken care of and they are always satisfied and very surprised. They do not expect you to have such a powerful tool. I have been recommended many times for the quality and organization of the answers given.
Read Alexis Correa's full review

Zoho Desk Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (1)
10
Expert directory (1)
10
Subscription-based notifications (1)
10
ITSM collaboration and documentation (1)
10
Ticket creation and submission (1)
10
Ticket response (1)
10
External knowledge base (1)
10
Internal knowledge base (1)
10
Customer portal (1)
10
Email support (1)
10
Help Desk CRM integration (1)
10

About 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.

Zoho Desk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Does not have featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

Zoho Desk Screenshots

Zoho Desk Integrations

Zoho Creator, Zoho Forms, Zoho CRM, Zoho SalesIQ, Zoho Reports, Zoho Assist, Zoho Bugtracker, gsuite, Screen magic

Zoho Desk Competitors

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
EditionPricing DetailsTerms
Free$0
Professional$12per user
Enterprise$25per user

Zoho Desk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Zoho Desk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No