Zoho Desk Reviews & Product Details

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.