Zoho - your helping hand you didn't know you needed
April 23, 2021

Zoho - your helping hand you didn't know you needed

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zoho Desk

Zoho [Desk] is used for several reasons in my company:
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
  • Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
  • Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
  • Zoho CRM is great for entering as much relevant information as you can get for any customer.
  • Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
  • The filtering system at times can not be as responsive as expected. On Zogo desk can try to filter out non-relevant tickets but they can still show in results
  • You can run reports on Zoho based on any built in fields, but cannot run anything that comes from freetext, or responses based on keywords
  • Zoho Assist at times fails to send the invite to the customer
  • 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
Zoho [Desk] has much more quality of the information we required for our business than Freshdesk.
It was also easy to work with Zohos different modules albeit based on department specific products than it was when we used Freshdesk.
The Project management module was a particular module that we needed for out business that Freshdesk did not seem to have at the time we switched.

Do you think Zoho Desk delivers good value for the price?


Are you happy with Zoho Desk's feature set?


Did Zoho Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zoho Desk go as expected?


Would you buy Zoho Desk again?


At times Zoho [Desk] can be a bit glitchy.
It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work.
We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue.
But I will say that once their Support is in the office they are fairly good to respond.
they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
Zoho [Desk] is well suited by certain services which are aimed at certain departments.
I would think that each department uses one Zoho module based on what they do.
As someone who is Admin on Zoho I have access and overview of all Zoho modules, but even I would not use most.

It does not combine all these services into one "complete" solution for all departments.
It might be helpful to have all services netted together to create one complete solution that all departments use and can all pull the relevant info as required.
If this is already the intended purpose then perhaps more instruction needs to be given when onboarding clients as I am not sure how clear it is currently.