Zoho Desk

Pros

It is a necessary tool to facilitate excellent synchronization and communication between employees.
It has a well-designed interface that is pleasing to the eye.
It allows you to keep track of the problems that arise in each department of the company and respond more effectively.

Cons

It is an efficient product and so far we have not had any major problems.

Pros

I love the ease of use! You can use the app on your desktop or your web browser! The reports are easy to set up and read!

Cons

I really have nothing bad to say about Zoho! It is so easy to use!!

Pros

It has all the basic features that are requested.

Cons

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Pros

I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options.

Cons

The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization.

Pros

It is simple to communicate and engage with customers across multiple communication channels with Zoho Desk. It enhances faster customer issues resolution. It provides 24/7/365 customer support.

Cons

My experience with Zoho Desk is great hence I lack anything to dislike.

Pros

Zoho Desk is simple to use and inexpensive when compared to similar and easy to track their tickets.

Cons

It helps us to connecting our clients in very short time

Pros

The pros of Zoho Desk are....
User friendly interface
Omnichannel support
Automation
Reporting and analytics
Integration
Affordable
Mobile apps

Cons

The cons of Zoho Desk are...
Limited advanced features
Steep learning curve
Limited customization
Dependance on Zoho Ecosystem

Pros

The layout is intuitive easy to navigate, even for beginners. I could set up my help desk quickly, and training my team to use the platform. Everything is organized neatly, from tickets to customer profiles, making it simple to stay on top of tasks.

Cons

The basic and mid-tier plans have limited customization options compared to the higher-priced plans.

Pros

Simple and easy to use. Could integrate teams with zoho. Ticket system was easy to use.

Cons

Some functions wouldn't work based on the IT feedback

Pros

The ticketing feature is the one I use in my day job

Cons

I am happy with all features in Zoho Desk

Pros

Easy Setup
Good 3rd Party Intergration
Provides the user experience we need

Cons

There should be more telephony providers for more countries

Pros

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Cons

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.

Pros

Once you learn how to navigate in the settings, you can access so many advanced features - you can set your own rules for the entire ticketing system, create automatic replies and message templates, create surveys, etc.

Cons

It is easy and intuitive to learn to use it for the basic ticketing system, however, it takes some time if you want to dive into its more advanced features for the rules creation.

Pros

Fairly easy to work with the developers to create a ticketing system.

Cons

It's an overseas product and it's hard to communicate due to there accents. I dislike some of the development things. Even with the higher package you were still very limited how to set the help desk ticking system up. It was easy to change the basics like logo, fonts, website layout.The important features wasn't available most times.

Pros

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

Cons

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

Pros

Easy to use and comfortable user interface.

Cons

Limited in free version and i needed to test its features.

Pros

User interface and the user experience is good compared to other CRM tools

Cons

support is zero if at all i want to talk to the team

Pros

I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.

Cons

At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.

Pros

Full featured support and ticketing system for excellent price.

Cons

Like many Zoho products, they are stand alone and integration between Other ZOHo products and Desk is not ideal.

Pros

I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.

Cons

At times, it can be a bit limited in terms of fully accommodating our specific security needs.

Pros

Ticket assignment has been made easier using Zoho Desk. It helps me reach out to different departments in my company easily whenever I need any kind of support. I love that we get a ticket number for tracking which issues have been resolved and are still in progress.

Cons

I filled out the form halfway and accidentally clicked on the tickets tabs, when I got back to completing the form I realize that I had to start from scratch. I hope there's some kind of history or "resume where you left off" button

Pros

Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.

Cons

The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.

Pros

It's a very intuitive plataform, the way you can manage the tickets

Cons

Maybe a little overwhelming the application

Pros

We've been using Zoho Desk for a while. What I like most is the ability to give the best customer service possible. We can track and respond to all their concerns and do appropriate follow up.

Cons

We've had a couple problems with Zoho Desk. In the beginning we could not customize it as well as we wanted but now it's become much better.

Pros

I greatly appreciate the seamless integration of Zoho Desk with other Zoho products and third-party applications. This feature allows me to manage all my business processes from one central location, making it more convenient and efficient. I also like the automation tools, such as workflows and macros, offered by Zoho Desk.

Cons

I don't have any dislike for this tool as it help streamline and simplify customer service processes, making my work easier and more productive.

Pros

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Cons

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

Pros

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Pros

Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.

Cons

Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.

Pros

Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.

Cons

The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.

Alternatives Considered

Reasons for Choosing Zoho Desk

Switched From

Reasons for Switching to Zoho Desk

Pros

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Pros

The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime.

Cons

The customization of the ticket layouts and of the reporting could be improved.

Pros

What I like most about Zoho Desk is its intuitive and user-friendly interface, making it easy to manage customer support tickets. It offers excellent automation features for

Cons

Zoho Desk is its occasional performance lags, especially with larger ticket volumes.

Pros

Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software

Cons

Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function.

Pros

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Cons

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Pros

I like the customization of the system, creation of workflows, and automation

Cons

I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.

Alternatives Considered

Reasons for Switching to Zoho Desk

Pros

Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers.

Cons

It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial.

Pros

Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time.Additionally it is very easy to use and has a very user-friendly UI.

Cons

Some occasional system slowdowns can affect productivity.

Pros

I was highly impressed with Zoho Desk's intuitive interface and comprehensive feature set. The platform is exceptionally user-friendly, making it easy for our team to manage tickets efficiently. One of the standout features is its automation capabilities, which significantly reduce the manual workload by routing tickets based on predefined rules. This has led to a faster response time and increased customer satisfaction. Additionally, the integration with other Zoho products and third-party tools is seamless, providing a unified approach to our customer service processes.

Cons

While Zoho Desk offers many advantages, one area that could see improvement is its mobile app. The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version. This can be a drawback for teams that rely heavily on mobile access to provide timely customer support. Enhancing the mobile experience would make Zoho Desk even more robust for on-the-go users.

Pros

I would first like to appreciate the most beautiful and fully designed dashboard, everything is crystal clear. Very simple to set up and use. Zoho Desk is customizable to your liking, this means it works for you, and you are certain of desirable results. The software is fairly priced, saves money. Customer care is a 10/10, very responsive and informative. It intergrates well with other Zoho products I use and this simplifies my work. Free version is a brilliant idea, I used this before and now I use the paid version. Tracking tickets and agents has never been this easy, I do this from the dashboard without any struggle

Cons

Zoho Desk is the best worldwide, none of the competitors beats this brilliant software. Kudos team

Pros

What I like most about the Zoho Desk are the total capabilites it has available to users. From CRM, support, campaigns, tracking, etc. It is very diverse.

Cons

What I liked least about Zoho Desk is how frustrating the UI is to work with. I am used to working with simpler applications and Zoho was a bit of a learning curve to me.

Pros

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Cons

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Pros

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Cons

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.

Pros

A lot has been said about Zoho Desk but my experience is outstandingly genuine and worth sharing. Zoho gives live performance which is a big achievement for us. We are able to keep track of customers needs and satisfaction in real time. Adjustment is therefore effected immediately where need be. Apart from real time engagement, Zoho is quite affordable. With the much Zoho helps in achieving, it is worth our money and time over and over again. Other benefits of using Zoho Desk are, ease of customization, integration and implementation. Zoho is the real deal.

Cons

For the longest time I have used Zoho Desk, I have no complaints. Neither do anyone in my team. I only feel the greatness of it.

Pros

its easy to use and work allocation would be easy

Cons

Less support to explore and implement all the modules

Pros

Setting up the app was very easy an fast. It has a clean UI and everybody had no trouble learning how to use it. Is really fast, having 3000+ customers is not easy, every 5 minutes one needs support and Zoho Desk really make the support team a easy job.

Cons

There are some very small things but does not worth mentioning because they are far from a deal breaker. Other will not even notice them.

Pros

Zoho desk has been a critical part of our company by helping us stay on top of customer issues and tracking statuses.

Cons

Customizable organizational options would be helpful.

Pros

The most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful

Cons

One feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system

Pros

Easy features and smooth access to shortcut

Cons

Log in process is cumbersome and not intuitive

Alternatives Considered

Reasons for Switching to Zoho Desk

Pros

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Cons

I understand that it can be a bit uphill for a small team of 3 technicians and an administrator financially! I would give at least two technicians for free

Pros

The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys. Increased client satisfaction is a result of these additions. Zoho Desk is often recognized as the best option for efficiently meeting customers' requirements.

Cons

This one's UI could be more polished than other applications in your specialty.