Zoho Desk Reviews

Pros

The system's user interface makes it simple to understand. We will be able to significantly mature our customer service operations and scale with our expansion over time because to the configuration choices, which seem to be limitless. For our 18 retail locations, we intend to use the system to handle all client inquiries.

Cons

Although the pricing is a little unclear, altogether the cost is fairly affordable. Our experience has been incredibly gratifying other from that.

Pros

Improved customer experience: Zoho Desk provides a unified platform for managing customer support requests, which can help improve response times and provide a better customer experience.Increased team productivity: The automation and collaboration features can help reduce manual tasks and improve team efficiency, allowing them to handle more requests in less time.Better data insights: The reporting and analytics features can help businesses gain insights into customer needs and preferences, and identify areas for improvement.Customization: The ability to customize the platform can help businesses tailor their support workflows to their unique needs.

Cons

Complexity: While setting up automation rules and configuring the platform, some users may find the software to be a little challenging. Small organisations or teams with little technical experience may find it difficult to start because of this.Restricted integrations: For companies that depend on particular third-party technologies, Zoho Desk's lack of connectors with other help desk solutions can be a drawback.Restricted mobile app features: In comparison to the desktop version, the Zoho Desk mobile app includes less features. This can make it difficult for support personnel that must function while moving about.Despite Zoho Desk's ability to customise fields and tags, there are few options available for customising the platform's overall appearance.

Pros

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.

HTTPS had to be requested and is not a part of the package unless you call up and request it.

Cons

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

Pros

As a ticketing system, Zoho Desk allows us to keep tabs on and respond to customers' questions about our bespoke goods, whether they reach out to us via email, phone, or in person. Although we have just begun to understand how the system works, we already have a good idea of how beneficial it will be after we have fully implemented it.

Cons

When it comes to cost, Zoho should be more transparent when incorporating additional tools like Zoho Assist. Although Zoho's huge amount of modules is a great asset, it would be even more helpful if there were a means to track the potential financial impact of implementing various configuration options.

Pros

The reporting feature is very good. Similarly, the ability to create custom "views" in our module log gave us greater insight into key data stored in Zoho Desk. Integration with other Zoho applications is critical for us, and Zoho Desk acts as a hub for project tracking, communication and task tracking for our team. Most, if not all other Zoho applications are natively integrated with Zoho Desk. Zoho Desk is highly customizable. Zoho Desk is a must-have for anyone using the rest of the Zoho Desk platform. In addition, it acts as a tightly integrated hub with other Zoho applications. Making it the only Zoho application where our project users can log in to check emails, tasks, deal status, etc. on a daily basis. As administrators, it is critical that we optimize the way we configure Zoho Desk to provide the most useful information to our users while requiring the least amount of data entry from them.

Cons

Honestly, I can't say anything negative about Zoho Desk. One last thing to add is that Zoho Desk has so many features that it is difficult to configure each one to optimize our team's success. It is important to use the features that best reflect our company's internal processes. Integrate with Zoho Social or other social networking tools. This may be due to my lack of effort to make better use of this existing functionality. I would say some UI improvements, although this feature works with the upcoming canvas generator.

Pros

One of the qualities of this tool that I generally like is that it has functions that increase the number of customers that you usually have, being one of the most complete customer service tools, allowing everything from automation to self management for better operations.

Cons

I did not find it a complicated or difficult tool to implement, its functions help large or medium-sized companies to achieve their objectives

Pros

It allows you to build an exper system which can be used as a self serve by the users. Performance will shoot up. Build workflows to suit the requirement

Cons

Pricing is a -ve point. Can be eased to make customer happy.

Pros

The best thing I feel about Zoho is its user-friendly interface for ticketing systems. We can easily categorize the tickets by tagging them as required. Implementation and setup were also very smooth and fast—excellent customer service from Zoho.

Cons

I feel the price point is becoming highly competitive. Rest all is satisfactory and good.

Pros

Organize the whole customer support environment, has plugin to insert in our Android and iOS code, no need to interact with your endpoints. We can chat with customer in real time, make alerts and notifications for them.

Cons

You first have to know the theory of how the tools work before using them, there is no quick learning curve to master the tool. The time to test the tool for free could be a bit longer.

Pros

We can very much customize our workflow.the integration is very reliable with product another great feature is its customer tracking/information.

Cons

Well,the price is quite expensive for small time entrepreneurs apart from that there is no conplaint

Pros

We were looking for a ticketing solution that could help us manage customer enquiries, document and collaborate communication, as well as track and resolve customer issues. Zoho Desk is the perfect solution for our customer success team. It's integration with other Zoho products such as Contacts and Calendar, has really streamlined how we interact with our customers. Zoho Desk has a huge list of features, making it very configurable to our specific business needs. The price is very competitive, making it an excellent value.

Cons

It can be frustrating when we can't find the right functionality or how to implement it, so it would be helpful if advanced features were more accessible or if there were tips on how to use them. However, sometimes companies choose to only make these available at higher pricing tiers.

Alternatives Considered

Salesforce Service Cloud, Freshdesk and Zendesk Suite

Reasons for Switching to Zoho Desk

I chose Zoho desk over these alternative products because it has all the features a user needs to create a ticketing system, organize and prioritize service tickets, easily track all tasks, create tickets, and respond to them fast. Zoho Desk is flexible, user-friendly, and efficiently tracks customers' history of support tickets. Zoho Desk supports various integrations, such as Jira Software, Google Workspace, Trello, Zoho CRM, Microsoft Teams, Zapier, Zoho Assist, Zoho Sales, and Slack.

Pros

We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was:

+ Easily integrate into the Knowledge Base (KB)
+ KB easily integrates into tickets
+ Tickets can be handled by multiple departments and permissions can be restricted to those departments
+ Single Sign On (SSO) integration for customers
+ A robust API
+ ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB
+ A good mobile app (I personally use it on the iPhone)
+ Customizable reporting

~ A semi-workaround to integrate with Github (via Zoho Project)

We're looking forward to Guided Conversations that's in development right now
We look forward to additional releases

Cons

It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable.

The above would not impact me choosing this platform again.

Alternatives Considered

Jira

Reasons for Choosing Zoho Desk

It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Reasons for Switching to Zoho Desk

We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.

Pros

Zoho Desk is an incredibly intuitive and user-friendly help desk solution that makes managing customer support incredibly easy. It's well organized and has a variety of features that allow us to customize our support operations. The reporting and analytics tools are incredibly helpful in understanding customer needs.

Cons

Zoho Desk can be a bit overwhelming with all of its features and options. It can be difficult to keep track of all the different tasks and settings. Additionally, some of the features can be a bit confusing to use.

Pros

We've incorporated Zoho Desk into our web app so that our existing customers can submit issues detailing the issue they're having and including screenshots and a description of the process they went through to get there.

Cons

There is a critical lack of functionality in Zoho Desk due to the lack of a desktop application. The Recent tab's quick access icon might have been positioned more conveniently, perhaps in the main header menu as opposed to the footer.

Pros

We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app.

Startups who are trying to manage a team of customer support can go for free version and get a hand on it.

Cons

Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.

Alternatives Considered

tawk.to and Freshdesk

Reasons for Switching to Zoho Desk

Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.

Pros

The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.

Cons

I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.

Pros

We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!

Cons

My only complaint about the software is that it is kind of difficult to set up initially.

Alternatives Considered

Salesforce Sales Cloud

Reasons for Choosing Zoho Desk

SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.

Switched From

SysAid

Reasons for Switching to Zoho Desk

The cost was much higher with Salesforce and was also not nearly as robust.

Pros

We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons

Probably too many options available.
A lot of time spent so far just understanding the whole platform

Alternatives Considered

HubSpot Service Hub

Reasons for Switching to Zoho Desk

Had a lot of exposure to the CRM. Comfortable with the product

Pros

Zoho is comprehensive in terms of functionality as a CRM. It was easy enough to transition as a user from our previous CRM, with a lot of familiarity in terms of the set up and workflows. We really like the 'transitions' functionality, which allows us to have required fields at different stages of the process. This is helping us maintain data accuracy and input rates.

Cons

The search functionality can be confusing within objects (it feels more natural to search within the filter pane that pops up, rather than go back into the search view).
There are a lot of options when it comes to filtering and permissions which can cause some roadblocks, though that may be user error too!

Pros

It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.

Cons

When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.

Pros

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Cons

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails.
It does not allow to place field to attach files in the advanced web form.
It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Pros

Zoho Desk creates a timely communication channel where without delays communication is sent to the right people, this has helped my business get more clients as they are happy they dont have to wait for long to get any help they may require. Its customizable. Zoho Desk is cloud based which is very strong and I have never experienced any challenge with data issue. Its inexpensive comparing to other funtionless softwares. Easy to generate customer ticketing. It has a live chat feature which is really helpful to sort customers queries in real time. Zoho Desk integrates seamlessly with other Zoho products. Its pretty easy to asign tasks to agents. Its easy to see all tickets statuses.

Cons

No drawbacks. I like the entire funtionality and It can only get better and I’m here for all that. I reccomend it to all that wants to take Customer service to a whole new level

Pros

Some advantages of using Zoho Desk consist of intuitive navigation, a powerful search function, a vary of useful features, and complete customer support. Additionally, it offers robust integration support and scalability.

Cons

A drawback of using Zoho Desk is that its customization choices can be limited, the assist machine is no longer ideal, and the price can be too much for small businesses.

Pros

Zoho Desk allows businesses to manage customer support tickets from multiple channels, including email, social media, and chat. This helps businesses to provide a consistent customer support experience across channels.Analytics: Zoho Desk provides analytics and reporting tools that help businesses to measure and improve their customer support performance. Businesses can track metrics like response time, ticket volume, and customer satisfaction.

Cons

Limited functionality: While Zoho Desk is a great tool for managing customer support tickets, it may not have all the functionality that some businesses need. For example, it doesn't offer advanced features like social media integration, chatbots, or AI-powered automation.Customer support: While Zoho Desk is a customer support tool, its own customer support may not be up to par for some users. Some customers have reported slow response times or unhelpful support agents.

Pros

I've been using Zoho Desk for several months now and I have to say that it is a great product and has become an integral part of my business. At Zoho Desk you can create a Web page to display your contact information. You can also create a Help Desk system that integrates with your existing Web site. Features include remote support, live chat, knowledge management, Support Ticket Management, Knowledge Base Management, and much more.

Cons

If you want to make your customer feedback more positive, it is a software that you should definitely use, I found it extremely useful and stable, I did not have a problem.