Zoho Desk isn't on mine anymore, unfortunately.
April 27, 2021

Zoho Desk isn't on mine anymore, unfortunately.

David Yates | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Free

Overall Satisfaction with Zoho Desk

We trialed Zoho Desk, hoping that it would be a workflow improvement over Zoho/ManageEngine ServiceDesk Plus, but that was not the case. While I'm generally a fan of Zoho products (very extensive for any marketing and support organization) the steps needed to accomplish basic tasks can be daunting, and there isn't as tight of integration between modules (such as Desk and CRM and Social and Office) that I would hope for.
  • Very feature rich.
  • Zoho's cloud is stable, and I've never experienced an outage or data issue.
  • Price point is generally lower than any comparable product or service.
  • Workflow is sometimes not intuitive.
  • Automation for tasks needs improvement.
  • Integration with other Zoho modules could be improved upon.
  • Learning curve and time to work through and document processes were more than we were inclined to spend.
  • Felt like data was too "silo'd" and did not flow between systems.
After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.

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

Yes

Are you happy with Zoho Desk's feature set?

No

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?

Yes

Would you buy Zoho Desk again?

No

We found it to be too many steps for basic tasks, and lacking in automation of processes that we do daily.
Zoho's product support for this and other products has always been great.
If you need a general-purpose help desk platform that isn't sharing a lot of information with other systems, it's hard to beat Zoho Desk. Their product is fast, and does what you ask it to do. Good reporting abilities and if you're in one of the upper pay tiers good integration with social media for monitoring and remediating support issues.