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.PNGZoho Desk is a great fit for the startup-to-small business for support!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,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,8,10,4,6Support experience with Zoho DeskWe 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 weekA simple way to start answering queries on a ticketing platformZoho 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 weekGood 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
35 Ratings
Score 7.3 out of 101
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Zoho Desk Reviews

Zoho Desk
35 Ratings
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Score 7.3 out of 101
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Reviews (1-5 of 5)

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Khashi Rahmani profile photo
December 17, 2018

Review: "Zoho Desk is a great fit for the startup-to-small business for support!"

Score 7 out of 10
Vetted Review
Verified User
Review Source
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
Great for startup companies from my experience. Cannot speak for large companies (50 support reps or up) however, it does a fantastic job of proving an easy-to-use interface. Great for software companies and also likely a good fit for brick-and-mortar retail store customer support for email and phone.
Read Khashi Rahmani's full review
Julien Bras profile photo
April 01, 2019

User Review: "Support experience with Zoho Desk"

Score 1 out of 10
Vetted Review
Verified User
Review Source
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
I think that Zoho Desk is a good product for small to medium-sized company. But when you want to support your customer at a high level like we want to do, it is really difficult to rely on Zoho Desk. The exchanges we have are not very constructive and we are not having the level of support we expect from a Support Service company.
Read Julien Bras's full review
No photo available
April 04, 2019

Zoho Desk Review: "A simple way to start answering queries on a ticketing platform"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
If you don't have any platform to help resolve your customers' questions, then Zoho is the best option to start using as a small CRM. It works well as a tool where you can receive customer's queries through various platforms, like email and a support page. However, we did not find it suitable to create a big knowledge-base or FAQ's, because it doesn't have a lot of features for those purposes.
Read this authenticated review
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 Analytics, 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