Zoho Desk Reviews

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.

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.

Zoho Desk is a great tool for businesses of all sizes. It has features that can help you manage your work and communication more efficiently. Here are five important considerations to keep in mind when choosing the right Zoho Desk for your organization.1. Size: Zoho Desk comes in different sizes to fit any organization. You can choose between a small, medium, or large size.2. Features: Zoho Desk has a lot of features that can help you manage your work and communication more efficiently.3. Collaboration: Zoho Desk is great for collaboration. You can easily share files and work with others in a collaborative environment.4. Communication: Zoho Desk is great for communication. You can easily send and receive messages and files with others in a communication environment.5. Interoperability: Zoho Desk is interoperable with other applications. You can easily share files and work with other applications in a seamless environment.

Zoho Desk is a popular online office suite that has a wide range of features and is used by many organizations. However, there are some important considerations that you should take into account before choosing it for your organization.First and foremost, Zoho Desk is a cloud-based solution, so you will need to be comfortable with the idea of having all your data stored in the cloud. This is a major advantage of Zoho Desk since you can access your data from any device or location.However, there are some downsides to using Zoho Desk. One is that it can be expensive up-front. You will need to pay for the software and then pay for the monthly licenses for users. Additionally, you will need to invest in hosting and security features.Overall, Zoho Desk is a powerful and popular solution, but you should carefully consider the factors before choosing it for your organization.

Pros-It does work with Zoho CRM and logs tickets in CRM

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.

It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.

The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.

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.

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

Zoho Desk is a customer service software that offers a wide range of features to help businesses manage customer interactions. It includes a built-in ticketing system, a knowledge base, and a customer self-service portal. The software is highly customizable and can be tailored to fit the unique needs of any business. The interface is intuitive and user-friendly, making it easy for agents to navigate and manage customer inquiries. Additionally, Zoho Desk offers robust reporting and analytics capabilities, allowing businesses to track and analyze customer interactions in real-time. The software also integrates with a variety of other Zoho products and third-party apps, such as Zoho CRM, to provide a seamless user experience.

too much ads variety of other Zoho products and third-party apps on free trial versions.

Zoho Desk software include its ease of use, its flexibility and customization options, and its robust set of features for managing customer support and service. The ability to track and manage support tickets, create a knowledge base for customers, automate workflows, and integrate with other Zoho and third-party applications.

Zoho Desk software include occasional glitches or slow performance, particularly when working with larger data sets or multiple users.

It tools to manage customer support and service. Its multichannel support, automated ticketing, and built-in knowledge base help businesses save time and increase efficiency. Collaboration tools and customizable dashboards allow agents to work together on tickets and track key metrics.

Could improve by offering more advanced reporting and analytics features, improving the mobile app experience, and enhancing its integrations with third-party tools.

The call tracking management feature is awesome. Now I can track all inbound and outbound calls easily. It helps to track actual conversations between agents and clients.

Most of the features of Zoho Desk are good, but sometimes I faced some issues in the integration process. But I would recommend it from my side to use it.

Zoho Desk offers a wide range of features, including automation, analytics, and multi-channel support.The user interface is intuitive and easy to navigate.Zoho Desk offers a free plan with basic features.

Advanced features can be expensive.Customer support can be slow to respond.

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

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.

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.

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.

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.

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

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

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

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.

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

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.

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!

I love that it has a two-way integration with ZOHO CRM

The customer support has been an issue with ZOHO products in the past. Maybe this time will be different

Zoho Desk is a customer service software that streamlines communication and support for businesses. The platform offers a variety of tools to manage customer interactions, including email, phone, and social media integration. The software is intuitive and easy to use, allowing teams to quickly and efficiently respond to customer inquiries. The ticketing system is also highly customizable, allowing businesses to tailor it to their specific needs. Additionally, Zoho Desk offers a range of reporting and analytics features, which can help managers track performance and identify areas for improvement. Overall, Zoho Desk is a great choice for businesses looking for an efficient and user-friendly customer service solution.

One potential con of Zoho Desk is that the platform may have a steeper learning curve for new users compared to other customer service software. Some users may find the interface and navigation of the software to be overwhelming or difficult to navigate. Additionally, while Zoho Desk offers a wide range of features, some businesses may find that certain features they need are not included in the basic package and need to be purchased separately as add-ons.

For more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later.

There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.