Zoho Desk Reviews & Product Details

Zoho Desk Overview

What is Zoho Desk?

Provide a great customer support experience with Zoho Desk. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Desk is a flexible, Cloud-based help desk support software with Contextual AI that allows you to provide the support experience your customers deserve.

Zoho Desk Details
Website
Languages Supported
German, English, French, Japanese, Portuguese, Russian, Spanish, Turkish, Chinese (Simplified)
Product Description

Zoho Desk pulls in all your customer interactions from across multiple channels into a single, clean interface. You can then seamlessly continue these conversations and help customers easily.

How do you position yourself against your competitors?

More features, better ROI and no hidden conditions at just a fraction of the cost! Make your customers happier and agents more productive with Zoho Desk.Upgrade your customer service with the best software in the industry. Zoho Desk - faster, smarter alternative to other Help desk softwares in the Market.


Seller Details
Seller
Zoho Corporation Pvt. Ltd.
Company Website
Phone
+1 (888) 900-9646
Year Founded
1996
HQ Location
Austin, TX
Twitter
@Zoho
69,699 Twitter followers
LinkedIn® Page
www.linkedin.com
8,910 employees on LinkedIn®
Description

Zoho offers beautifully smart software to help you grow your business. With over 15 million users worldwide, Zoho's 33+ products aid your sales and marketing, support and collaboration, finance and recruitment needs - letting you focus only on your business.

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Zoho Desk Reviews

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Marketing Coordinator
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It fits perfectly with my work system, and jelps us to focus on two main approaches, customer service and further enchance our product, raising the quality of service we offer in relation to our customers to another level. It provides us with incredible tools that allow us to optimize all our work, both individually and in groups, setting up a collaborative work thanks to a chat with real-time messaging and the transfer of files in a simple way. It allows us to automate various CRM processes, billing, project management, documents, including viewing the client's profile, with comments, chats and subscription reports. One of the things that we like the most is to be able to analyze the different complaints, problems or comments that our clients may have through the collection of data with forms, in order to take care of each case in particular and attend to all the doubts they have. It encompasses and systematizes all the worh so that each action is quick and easy. It enhances the messaging system, so that there is always a correct flow of the message, it is possible to manage telephone calls, chats in networks and record them or keep them in a waiting queue if necessary. Review collected by and hosted on G2.com.

What do you dislike?

So far the whole system has seemed comfortable to me, each tool is a ideal to perform every function I need, however, I would like ther to be more customization features where it is possible to adjust the color and design so that the experience is much more comforting. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Improve your relationship with customers thanks to Zoho Desk, with great functions and automation of all work. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We doubled the benefits we previosly obtained by paying attention to what our clients need, thans to Zoho Desk that allows us to focus on the smallest things, as well as automate various functions of billing, claims assistance, as well as manage our work time thanks to the different organizational and planning functions of business tasks. Communication is vital for our company, where all team members can work collaboratively, by achieving these results our effort will be reflected in the satisfaction of our customers, improving our service and treatment of each of them, the business relationship encourages strong ties and excellent results. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

There are three parts of Zoho Desk that make it useful - the reports, the tracking capabilities, and the automation rules.

The reports make it easy to understand the performance of the team and individual in service delivery when it comes to resolving the tickets. This will help the management in determining the gap in performance when servicing customer requests.

Zoho Desk is able to track the elapsed time for tickets correctly, which is the crucial component in determining the SLA. This feature might seem like table stakes but having used a fellow competitor helpdesk software, I realised this fundamental function cannot be taken for granted. The SLA rules are also clear such that it makes it easy to understand how the SLA timings are set.

There are many automation options available to streamline the servicing of the tickets. This helps to standardise the actions that can be taken to resolve the tickets. Through these automation actions, the company can set a general methodology for the support agents to service the tickets. Review collected by and hosted on G2.com.

What do you dislike?

While helpful, the myriad of automation options that Zoho Desk presents are not easily distinguishable. For example, there are Assignment Rules, Workflows, Blueprint and Macros as options for automation. Other than Macros, it is not clear which modules I should be using, and under what circumstances I should be using them. The help documentation does not provide examples. The explanation does not help much.

I also don't like that the telephony options are separate. You have to spend effort and time to get a separate telephone line and figure out how to link it up to Zoho Desk correctly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Servicing the customer help tickets of course. That function is table stakes. What made me switch to it is the ability to reset resolution timing based on different criteria, which I can customise.

This allows me to determine performance of the support agents and where the gaps are. Review collected by and hosted on G2.com.

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Director - Volunteer Support
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Zoho desk has been a great solution for our Customer Service needs. We went from using a shared inbox to a tool that allows multiple teams throughout our organization to support our customers. We can keep solutions to common questions in one place and track the quantity and types of requests coming into our team. Also, the support from the Zoho Desk team has been wonderful. When we first started our tickets were all going to spam and they were able to troubleshoot the issue and fix it within 5 minutes. Review collected by and hosted on G2.com.

What do you dislike?

So far we have no complaints. It has improved our business drastically. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed a common place for all of our help requests to come into. We had more than 10 public facing emails forwarding to one inbox being managed by multiple staff members. This has allowed for streamlined support across our organization. Review collected by and hosted on G2.com.

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Customer Service Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

This is among the top and best apps available in the market for controlling the office support. Zoho Desk is simple to use and the quite effective. This program is simpler to install and quick to get used it when using. The leaning level is minimum to understand. and anyone can jump on to this with basic knowledge. Zohodesk Make users and teams convenience and guidelines for automated tasks are also very easy to implement. The customer service team from Zoho have been very supportive at first setup and very easily and on schedule, solved problems. They provide you with an easy form to get your own networks to provide your clients with an international support desk system. Our clients and employees are very happy and satisfied to use this great program, and we looking forward seeing more latest advance features. The Zoho ticketing method Which has some of the greatest insights for the client service awareness and research Review collected by and hosted on G2.com.

What do you dislike?

More help material is expected for the training and development phase while using the platform. I kept searching online many of the problems which I would seek to find answers. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Allocate some time to learn all the features in Zoho desk, then you could use it to fully potentials Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We can track consumer requests and issues with a zoho desk and verify whether all were answered. Zoho Desk is a simple application for ticketing. We wanted to attach answer templates more effectively so We are addressing this through the Support Center.We can connect with consumers now even better .. Review collected by and hosted on G2.com.

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Development Architect
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It is easy to get started creating an organization and setting up a helpdesk. The system has many features and integration points. The price appears to be very competitive for the available features for the Professional Level. Review collected by and hosted on G2.com.

What do you dislike?

I set up accounts to test the product 6 months ago but was unable to get approval to proceed. Now when I try to revisit, I seem to have a tangle of accounts caught in a web of multiple portals and 2 factor authentication schemes. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The biggest challenge we are solving is customer service across multiple product lines and departments. Having records in one place and a self-service view for our customers while also having the ease of email-based communication has been very helpful. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Customization of the entire ticketing process from input options, delegation, status tracking, is among the best I have had the chance of using. Takes some time to get started and learn the ins and outs, but the reward is having a system that needs minimal backend interaction as it is deployed. Integrations with several different software partners is great - we specifically use Microsoft Teams and Zoho Desk integrates into our workflow very nicely through the teams desktop application. Review collected by and hosted on G2.com.

What do you dislike?

Wish there were some additional features that were centered around "internal ticketing" for inter-company use, as opposed to being marketed as only an external, help desk, customer service, type option. iPad experience could be improved, tablets are being increasingly used in the workplace and I feel that being able to monitor ticket traffic in a dashboard like environment on a tablet would be a great feature to include. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Sign up for a trial and commit to spend some time learning the software, if you are looking for a very in-depth and comprehensive solution I think you'll be impressed. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were previously communicating all problems and submitting tickets to various departments and individuals via email. Zoho Desk has helped our ticket submitters to see the status of their issues, allows the support staff to effectively track and manage all of their tickets. The centralization of our ticketing system is helping our executive team find recurring issues in training, software, hardware, etc. and is quantifying the work of our staff as they assist with these tickets and issues. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I love Zoho Desk as it helps to establish stronger relationships with clients, as it engages in these areas in an incredible way, making these areas totally flexible when it comes to technical support in a particular company, mentioning that is very easy to access for the rest of the team that is derived in these areas, including its ease of use at general levels, highlighting that it offers feasible integrations, allowing to drastically increase the possibility of your data and workflows that are constantly performed in these fields. Review collected by and hosted on G2.com.

What do you dislike?

Apparently its search API is not programmed to be used in real time, which means that if any user wants to automate some aspects of the system in this agile method, they cannot, being a problem, since it must be executed manually, generating an environment of minimal slowdown, but at the same time considerable, since it is integrated into one of the most important areas, which is in customer relations that a particular company supports. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Zoho Desk is an impressive tool to handle all the internal and public communications of your organization, since it contains qualities that allow to obtain a strong integration and without interruptions, being recommended mainly to be integrated into the support areas that you maintain, since you will be able to provide your clients with an exclusive service of your establishment, especially when the number of its employees is relatively low, since it will carry out its operations in a more detailed and successful way, without excluding that it will help you organize work and between other terms of great relevance. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Zoho Desk is used in all areas dedicated to customer relations and support at general levels, as it has strong qualities that ensure and promote an excellent service to guarantee total compliance, mentioning that it is also used as a method communicative internally, in order to establish interactions in general areas, which is extremely sophisticated in the same way to increase collaboration in considerable results, in the processes of these operations, for which we use this software. Review collected by and hosted on G2.com.

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Deputy Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The personalization of the whole registration method from interface possibilities, representatives and status tracking is one of the best as I've had this same opportunity to use. It takes time to start and learn counters as well as ins, however the bonus is a system with minimal backend interaction. Integrations with many various software partner organizations are great - Microsoft Teams but also Zoho Desk were also especially well integrated into our workflow through our desktop application teams. Review collected by and hosted on G2.com.

What do you dislike?

Some further features focused on specific traffic control" for company-wide use, rather than being marketed as an external support desk, customer care and type alternative. The experience with the iPad could be enhanced, tablets were used more and more in the workplace and I think that it would be a good thing to be able to monitor the traffic of tickets in a touchscreen like the ecosystem on a touchscreen. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Register for such a court case and undertake a time to learn the software, I think that you'll be impressed if you're searching for quite a realistic solution. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

In the past, we had been sending tickets to different departments and people via fax. Zoho Desk had already assisted our fare providers to see all the status of their problems, enable support staff to track and handle all their tickets effectively. Centralizing our ticketing system helps our management to find recurring training problems, apps, device etc and quantifies our staff's work in assisting them. Review collected by and hosted on G2.com.

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AP
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

One of the most helpful features of Zoho is its ability to provide powerful tools in an intuitive way. The ability to customized so easily and readily is great. You don't find yourself searching within menus to find something specific. The ability to manage tickets has never been easier with zoho providing an easy to read ticket system that display all opec ticket information in one view. The sneak peek option is particularly cool! It allows you to view a ticket without actually opening details. Review collected by and hosted on G2.com.

What do you dislike?

Chat or phone support would be helpful for for novice users such as myself. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are currently providing a centralized way of dealing with any IT issues with zoho. Benefits of this is as I mentioned providing one place for all users to request help. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The platform is more cohesive and intuitive to use. It is very easy for our team to collaborate on tickets and share information internally, which in turn provides our customers with an overall better customer experience. Review collected by and hosted on G2.com.

What do you dislike?

Some features require the addition of a new app or module. We wish there was a more comprehensive package that gave us the tools we needed in the form of a package. We could streamline our budget Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would highly recommend ZoHo as part of your technology stack. It has been a great addition to our list of tools that we use to support our clients. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We haven't seen any problems, but have noticed smoother interactions with clients. So far, it has been easy for us to incorporate into our day to day business processes. Review collected by and hosted on G2.com.

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Owner, Central America Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

How ease and efficient the platform is. Very fast response and very responsive to inputs on the remote computer or phone. Review collected by and hosted on G2.com.

What do you dislike?

Will be great if we could have video call inserted on the support platform. Will complement better the support we give and will give more credibility to our customer. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take advantage of the trial they provide.

Take notes on the side, so you can come back and remember what you did.

I prefer to use the desktop version, but website version works just as good.

One suggestion will be to take advantage of the whole suite, that will give you a better way to support your customers, both outside and inside.

I was able to support two customers at once, but it was difficutl to keep up with each other. I suggest you do one support ticket before going to the next one. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Remote configuration of devices and connected equipment. Review collected by and hosted on G2.com.

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UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

So there are many things which I have liked the most here such as customisation, easy dashboard and all things at one place only.

Here I am able to know what I am missing and how i can improve this because it clearly shows in it here. Review collected by and hosted on G2.com.

What do you dislike?

As of I know I have not encountered such issue but yes it should be little more fast as it's searching efficiency is something where they need to work on. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I will recommend others too for zoho desk for its easiness and customisation features, which are best to make use of it for your organisation Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

So I am in a B2B saas based startup and here I need to monitor the records of the tickets from the client and there variuos issue in the from of tickets only and also we have to fill our activity details to track our performance later on.

Talking about the benefits, There is very little chance to miss any thing over the zoho desk as it will keep you reminding via mail or notification in the desk it self, if you have enabled that option. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The fact the product is web based and has a mobile app is helpful for the technicians on the go. Review collected by and hosted on G2.com.

What do you dislike?

It would be helpful that the free version of Zoho Desk had a few more options to export ticket data. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My client was using an in-house help desk ticketing system running on an hypervisor in a Windows Server. Now that I have moved my client to Zoho Desk, the IT department can tract trends. Using the data collected inside of Zoho Desk, my client has evidence when there is a need for additional IT related training. Review collected by and hosted on G2.com.

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Marketing and Customer Relations Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Easy to use and great for client tracking. It works for us as we can track not only tickets and enquiries but also offers task management and call tracking in the same platform. Easy to divide by departments (or services in my case). Review collected by and hosted on G2.com.

What do you dislike?

It is a bit difficult to set up at the beginning. I needed to get on board my IT team to get the web synchro with Zoho Desk. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I can centralise all my customer enquiries in one place, create customised and scheduled reports that help me understand my CS dedication. Quality-price is really good. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It is perfectly integrated with other Zoho products. It runs on popular platforms, including mobile applications, so it can support you anywhere. Solutions to these problems can be reused as future support and educational items. Easily connect customers to support staff. Review collected by and hosted on G2.com.

What do you dislike?

As part of Zoho One, it has great value, but can be a bit expensive for very small operators. The interface is colorful and attractive, but it seems a little old-fashioned. Although its connection to Zoho CRM is good, it can be more fluid and automated, so you don't have to think about it. It should happen. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Many of my clients are not technology savvy and need to complete simple forms to initiate support meetings and answer simple questions. Zoho Desk provides a system where support staff can record problems and contact clients directly through the ticketing system to provide solutions. After solving the problem, you can write the solution and save it as an article as an educational tool or self-help resource for future subscription customers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Zoho Desk is used as a support and customer relationship tool. It is used to collect information about the problems that customers and individuals encounter when using technology in their daily lives. Zoho Desk allows for timely and organized handling of problems and solutions, while creating a self-service system for future clients and support staff. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Uma das qualidades que mais gosto no Zoho Desk é que nos permite conectar os clientes com o pessoal dessa organização, de forma rápida e segura, para satisfazer as necessidades apresentadas por estes operadores, que navegam através as facilidades da empresa que adquiriu este programa particular, de forma a estabelecer relações mais estreitas com cada utilizador registado, o que é uma das melhores funções que este sistema adquire na sua programação, determinando uma eficácia complexa das operações efectuadas num ambiente preso ao suporte técnico. Review collected by and hosted on G2.com.

What do you dislike?

Os serviços operacionais relacionados com o apoio a toda uma organização de forma automática, principalmente para aumentar a produtividade da referida empresa, são extremamente caros, para empresas de menor porte, que não têm condições de pagar as mensalidades estabelecidas pela parte deste software, sendo uma desvantagem significativa, para esses usuários que poderiam ser um dos mais ativos nas instalações de aplicativos. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Ideal para envolver as suas funções, no domínio do suporte e interacção com os clientes, visto que desempenha o seu trabalho de forma incrível, com registo e adaptação aos problemas apresentados, pelos operadores identificados nas áreas sistemáticas da sua organização, seja por problemas com uma compra, um erro de sistema, ajude cada indivíduo nas operações de compra de um determinado item em particular, e entre outras peculiaridades que este servidor cobre, para garantir o serviço oferecido por cada corporação. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

O Zoho Desk é utilizado numa das nossas áreas mais importantes a nível geral em toda a organização, pois destaca uma função significativa como o apoio e relacionamento com o cliente, para realizar acordos e soluções de dúvidas ou problemas com algum ponto da A plataforma da nossa empresa, utilizamo-la porque desempenha o seu trabalho de uma forma incrível, permitindo adaptar um quadro mínimo para estas qualidades, e permitir a este sistema realizar a maior parte do movimento laboral, em matéria de ajuda a estes indivíduos, com um resultado de sucesso . Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)