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About Zoho Desk
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.
Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.
Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers.
The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.
Zoho Desk pricing
Zoho Desk does not have a free version but does offer a free trial. Zoho Desk paid version starts at US$14.00/month.
Starting Price:
US$14.00/month
Free Version:
No
Free trial:
Yes
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Zoho Desk Reviews
Feature rating
5 reviews of 2,163
View all reviews
Saskia
- Industry: Restaurants
- Company size: 10,000+ Employees
- Used Weekly for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 31/7/2023
Excellent solution that meets all of our requirements.
Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more and more requests. I've been using Zoho Desk for quite some time now, and it's been invaluable for streamlining my operations and those of my customer service staff.
Pros
As a ticketing and customer service platform, Zoho Desk comes highly recommended from me. Because of how simple and straightforward it is to use, my staff has had no trouble adapting it for handling client concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to other Zoho products. We also like how quickly and effectively the customer service team responds to our inquiries and resolves any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures.
Cons
Although the program provides a great return on investment, the upfront fees might be prohibitive, especially for startups. One other thing that may be improved with Zoho Desk is the reporting capabilities. I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate.
Sarah
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5
5
Reviewed on 17/7/2022
The gold standard in customer service!
Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.
Pros
Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.
Cons
If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.
Verified Reviewer
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
3
3
Reviewed on 25/5/2023
Comprehensive Features
Pros
Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.
Cons
The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.
Sanjay
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4
5
Reviewed on 17/6/2024
Zoho Desk- Efficient Support Tool
It's great. Good tool and does the job.
Pros
Easy Setup
Good 3rd Party Intergration
Provides the user experience we need
Cons
There should be more telephony providers for more countries
Shayla
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4
5
Reviewed on 10/1/2023
Great internal and customer communication
To keep tabs on the many ways in which people have reached out to us with questions about our bespoke products—email, phone, and even in-person—we have implemented a ticketing system in Zoho Desk. We have a long way to go until we fully integrate the system, but so far, what we've seen, we like what we see.
Pros
When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.
Cons
One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.
