Zoho Desk Reviews & Product Details

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

I have enjoyed the use of tickets and the many integrations s it can do to other products such as JIRA and Slack. Its customer portal customization is fantastic and I feel allows ease of access for customers. Review collected by and hosted on G2.com.

What do you dislike?

Responding to tickets can be a bit strange as you must select replay and it opens more of an email format instead of a quick response. The JIRA integration is at times a bit difficult to allow for URL links to issues. I think a more robust JIRA app should be implemented as it will help an easier transition for people. Review collected by and hosted on G2.com.

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

The main problem has been ease of access for users to raise support tickets and asset tracking. Its very orderly on both of those topics Review collected by and hosted on G2.com.

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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
74,287 Twitter followers
LinkedIn® Page
www.linkedin.com
9,040 employees on LinkedIn®
Description

Zoho Corporation is a software development company, privately held and profitable. It offers beautifully smart software to help you grow your business. With over 50 million users worldwide, Zoho's 45+ products aid your sales and marketing, support and collaboration, finance and recruitment needs, with the long term vision to transform the way you work. Our Global HQ is in Chennai, India, and the US HQ is in Austin, Texas.

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Zoho Desk Screenshots

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Zoho Desk Reviews

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

The sheer number of options available in all tiers makes it stand out from others we have evaluated so far. The reports available out of the box are a great help & the feedback option for clients is very handy for tracking how well we are doing. Being able to link Solutions directly to the Knowledgebase saves time & the need for duplication of work which is great for admins, users & clients alike. The Client facing portal is clean, clear, easy to use & easy to check the status of any current tickets they have in flight. Review collected by and hosted on G2.com.

What do you dislike?

The plain layout on start up can appear daunting & the admin settings can be a bit of a maze at times, but once located the required menu - the ease of use makes up for it somewhat. Review collected by and hosted on G2.com.

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

We are looking for a solution to help our client base, the benefit of getting everything out of email / excel and into one, easy to view system is worth its weight in gold Review collected by and hosted on G2.com.

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

Customization and adding agents plus the ability to respond from our own email addresses. Ability to capture SLA requirements, reports, and overall professional look and feel. Review collected by and hosted on G2.com.

What do you dislike?

Nothing so far - I have not come across any features that I disliked. We are yet to fully implement all the features, but the team members and clients love everything so far. It will not be easy to find something that we do not like. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We analyzed a few products before coming back to Zoho. We can honestly say there is nothing that compares with the rich features and customizable features. We highly recommend this product to companies of all sizes. Review collected by and hosted on G2.com.

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

Record keeping of all our tickets logged from our clients. A single place with all the information and statistics. Reporting and keeping track against SLA is critical to us, and this product provides everything we need. Review collected by and hosted on G2.com.

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Open Discussions in Zoho Desk
Vikram S.
VS
Developer and Managing Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Zoho Customer Service is a reliable tool for every commercial website that needs to interact with the customer. The presence on the website is minimal and the HTML code is simple ed effective. It requires minimal experience and a simple HTML editor to insert the code in the pages where is needed support. The amount of information collected by the interface is impressive and extremely effective. Review collected by and hosted on G2.com.

What do you dislike?

We did not have problems with the installation and so far we experience no problems whatsoever. I do not know in the long run, but it seems a solid interface with reliable support. Review collected by and hosted on G2.com.

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

Zoho solved our problem in offering a support widget to our customers and our support team that is easy to use, with a minimal impact on the page itself. Those were our main problems including the difficulty to find a support system displaying in Portuguese. Review collected by and hosted on G2.com.

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

The ability to categorise and group tickets which then provides insights into customer problem areas so that we can focus efforts to prevent future issues rather than responding to them. Zoho Desk also allows us to achieve greater visibility into the team's work and value we contribute to the organisation via the reports that are available.

The extensions also provide opportunities to integrate Zoho Desk into other Enterprise level tools which vastly increased its usefulness since it allows us to add further value. Review collected by and hosted on G2.com.

What do you dislike?

While the wide array of automation tools is impressive, it is also sometimes confusing and time intensive to find the correct tool to fit the current need. Review collected by and hosted on G2.com.

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

The key issue Zoho Desk has helped us to resolve is to accurately identify, monitor and prioritise customer incidents. Under our previous manual assignment ticketing system incidents were sometimes lost due to high volume but Zoho Desk's auto assignment rules allows tickets to be assigned correctly from creation meaning the correct person always get tickets. Review collected by and hosted on G2.com.

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

The end to end management of every support request to my organization ensuring proper time management from agents thus ensuring customer happiness and satisfaction. Also the ability to automate every internal process, workflows and support request providing quicker ways of accessing customers wants hence offering customer satisfaction with less efforts. With Zohodesk I've been able to manage every support request from the beginning to the end seamlessly thus ensuring customer happiness and quality service delivery Review collected by and hosted on G2.com.

What do you dislike?

Nothing. It has added more value to the business without any regret. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The best support request solution offering complete end to end customer management with ease of administration Review collected by and hosted on G2.com.

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

Support request management and workflow automation. It has provided a central base for agents, customer and support managers. It has improved our customer support request management as we can track every success stories and mitigate time challenges when responding to customers Review collected by and hosted on G2.com.

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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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IT Technical Analyst
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?

Personalised SLA's, the time stop start and the knowledgebase for customers, Teams integration, so you can see all of your tickets and have most of the functions you have in the portal in Teams which is handy. It's a great price for what it is. Especially compared to FreshService which I've used before which was expensive and this product can do everything which it needs to do.

The workflows are great so you can customise the categories and customise a lot of other things in it, to really make it suite your needs. Review collected by and hosted on G2.com.

What do you dislike?

There isn't anything I dislike about Zoho. Review collected by and hosted on G2.com.

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

Solving reporting on SLA's which we don't have at the moment on our old Servicedesk 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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Senior software engineer
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Since the implementation in the business system, we have managed to implement very desirable features for all employees (especially the marketing team), provide collaboration to improve relationships, and be able to provide a better experience and provide correct and appropriate in the network Serve to tap potential customers. It has a very flexible interface that allows us to adapt to our needs. He provided us with some strategies that allowed us to focus on what is really important, namely customer service, while keeping in mind that this is our number one source of income. Review collected by and hosted on G2.com.

What do you dislike?

This is a very complete and highly developed platform, which is characterized by providing functions and options that may not all be used, and even some of the functions may be extravagant. For us, this feature is not a serious problem, we have been learning and researching the platform every day, and can use it completely in this way. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Any type of company can have a better way to execute the customer support process as well as the entire sales and digital marketing process, which can improve the way and number of completed contracts. Through implementation, the company’s main agents can improve efficiency, so that customers feel more satisfied and have the opportunity to provide consistent first-class assistance services Review collected by and hosted on G2.com.

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

The customer environment has been improved on a large scale, and the productivity of the entire work group has also been improved and cross-functional service processes have been managed, thereby increasing customer satisfaction. Our productivity is higher, and we will maintain the performance of all personnel to keep ourselves at the best level in the market. We automate and optimize services to provide consumers with fast and reliable solutions in less time. Review collected by and hosted on G2.com.

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Prior to using Zoho Desk our team was buried in emails, spreadsheets and phone calls. It was difficult to keep up with where anyone was at on an issue or when they had been resolved. THe ease of use would be one of my top recommendations for using Zoho Desk. The phone app is handy and easy to use when out of the office. We have been using Zoho desk for our IT team for 2 years now and it has made all the difference. So much that we are now creating a site for our facilities team to help them out (without cluttering up or IT site as much) Review collected by and hosted on G2.com.

What do you dislike?

There is nothing that we don't like. There is plenty more we could do with the program but do not have the need to move beyond what we have already setup. Review collected by and hosted on G2.com.

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

We handle all realms of the IT world for our company. Zoho Desk has allowed us to focus on the problems and solutions vs spending time tracking what is being done and figuring out who is working on it. Review collected by and hosted on G2.com.

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

We ran the subscription review and it seems to be a very solid platform. My favorite "like" is that the system supports multiple incoming channels for customer contact. That is huge as our clients don't adhere to the same way of communicating with us, which makes is very difficult to support them. The other thing I really like is the support for the service. If I have a question, it's very easy to get answers. Review collected by and hosted on G2.com.

What do you dislike?

Two things: The web forms force me to have a first name, but we don't always have clients that use a first name. For instance, we have several clients who always reach out to us as generic customers or as an email, so for that field we'll need to have the word "anonymous" or some other fake name in the "last name" field. The other issue is workflow. It's a big "waterfall" and more like Zoho's CRM service. I would prefer to see something like Zoho Sprints, which works better when matching requests to sprints. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Trust anything from Zoho. They're great. Review collected by and hosted on G2.com.

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

We're a third-party integrator and we have a client who is trying to upgrade their customer management, so we're trying to work with the client and with Zoho to give them a viable solution. Zoho really makes our job easier. Review collected by and hosted on G2.com.

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cto
Small-Business(50 or fewer 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?

I like the simplicity of opening and managing tickets and cases. It also really flexible to assign cases to groups/queues. Review collected by and hosted on G2.com.

What do you dislike?

The complexity of connecting to a third party service to query contacts and customers seems to be much harder than I was expecting. Also, the ability to just connect a sip trunk as opposed to only use a pre configured voip providers is frustrating. Review collected by and hosted on G2.com.

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

We are trying to just streamline our support/billing/service delivery case management. Since we are still new to it, it's hard to gauge all of the benefits. One specific benefit that I noticed immediately was the reporting and SLA features. I love having multiple dashboards to give instant visibility into caseload and ticket age. 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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Helpful?