Zoho Desk Reviews & Product Details

really helpful , making very easy for use

nothing much, its really helpful and time saving

helps in ticketing system

the customization and ease of use of the entire suite

the lack of video walk throughs, I wish there were more hands-on tutorials

zoho desk is helping us field customer requests in an organized manner

Can Customise to suit needs and meet internal flows

Lack of prebuilt options to suite use cases

Internal Communication defficiency

Ticket System of zoho is the best and I love it.

Nothing is there to dislike about zoho desk

customer problem

Makes it easy to provide basic helpdesk services for free, such as ticketing, customer satisfaction and knowledgebase. With paid plans, it can even integrate with AI, such as ChatGPT and others. So it's a great tool for businesses of all sizes. Also comes with a free SSL certificate and allows domain integration and corporate branding. In case of problems, customer support is quick to help, but since implementation is easy, this is usually not needed.

It has quite a lot of features, which is not a bad thing, but it takes a bit of time, to get uses to it and learn how it all works.

Day to day conversatios with clients, technical support and sales requests, as well as customer self service, via the knowledgebase.

This is a very effective solution for managing client queries and issues. It has made company's workflow very smooth.

Costing of the software could be bit less.

issues of our clients facing day to day basis

So helpful and easy to use - multi-channel support -provides analytics and reporting tools that offer valuable insights into support operations.

While Zoho Desk is easy to use, it still requires some learning

The platform offers analytics and reporting tools to provide insights into support operations and it is so important to us

No matching ticketing Tool in Market like Zoho

UI should be made more attractive and responsive

UI should be made more easy and attrractive so that Ease of Use can be achieved.

Easy ticketing managing system and integrations

Base version is not that helpful and generally requires an upgrade

It is helping us centralizing our complaint system in our organisation.

Utilizing Zoho Desk has been transformative for our CS team. Zoho Desk has been an exceptionally user-friendly and versatile tool that has enabled us to streamline our support processes and improve our customer service interactions significantly.

While Zoho Desk provides a mobile application, it could be more streamlined and offer fuller functionality to match the desktop experience. Sometimes, on-the-go adjustments or ticket management can feel a bit clunky, which can be challenging for our support agents who need to provide timely responses outside of the office.

At TradeX, Zoho Desk has been instrumental in solving a variety of challenges we faced in our customer support department, which has resulted in significant benefits for both our team and our customers: Efficient Ticket Management: Before Zoho Desk, managing the influx of customer queries was chaotic. Zoho Desk has solved this by providing a robust ticketing system that automatically categorizes, prioritizes, and routes tickets to the appropriate support agents. This efficiency has not only improved our response and resolution times but also ensured that no customer query goes unanswered or gets lost in the shuffle. Enhanced Customer Interaction Tracking: Keeping track of customer interactions across various channels used to be a cumbersome process. Zoho Desk centralizes all communications, providing a single view of the customer. This consolidation has been beneficial for providing contextual and personalized support. It also saves time for our team by eliminating the need to sift through multiple platforms to gather customer history. Productivity through Automation: Zoho Desk’s automation features, such as setting up workflows, response templates, and notification rules, have significantly reduced the manual workload on our staff. This has allowed us to reallocate resources to areas where human touch adds more value—like handling complex customer issues and improving our service offerings. Data-Driven Decisions: The comprehensive analytics and reporting capabilities of Zoho Desk give us a clear view of our performance metrics. This data-driven approach has been critical in identifying patterns, forecasting customer needs, and continuously refining our support strategy to better serve our customer base. Scalability: As TradeX grows, we need systems that grow with us. Zoho Desk's scalability has been a significant benefit. Whether we're adding new products, entering new markets, or expanding our support team, Zoho Desk adapts to the changing size and complexity of our operations without skipping a beat.

The superb capabilities provided are incredible and can be integrated with nearly any other online apps that we use. In fact, with the close integration of so many features, we're considering moving everything to ZOHO. We are now doing trials of a variety of their other apps such as the online chat, our order forms, etc. It appears that we can run everything except our billing through ONE system and that system has integrations to pull and push data. With Desk we can monitor, track, assign, re-assign, move, and work tickets efficiently and all of that data is connected to the customer in CRM and other ZOHO apps that we utilize for our company.

With great capabilities comes greater complexity. There are a large number of plans and tiers with additional features. Several apps have overlapping capabilities. That complexity creates a bit of a learning curve so expect to spend some time learning everything. The learning curve is worth the effort however. Once fully involved there really isn't any other system out there quite like it with such close integration and so many different apps (over 40) that all tie together into a single system.

Service problems and sales questions can be handled through desk which is connected to our SalesIQ chat and keeps every chat. Leads through chat can then be assignedto CRM and followed through to closing. Service issues can be tracked through Desk and closed when complete.

Zoho Desk is easy to get started with and implement for the organization to use. It has a very easy-to-use user interface. I also like that it has an email component that makes it easy for customers to send in their issues. Zoho also has world-class customer support for any issues. There are many features that assist with solving customer complaints and issues, such as tracking the complaint or issue. I also found it easy to integrate with my process and can check and use it daily to keep customer service on track.

I have not found a downside yet. That is not to say there are none. But so far, I have not experienced anything I do not like.

I host and design websites. Zoho Desk has helped solve the problem of having a way to track issues that my customers have with their websites. If they do not understand how to add a blog post or if they lose their login information, it is a simple email to my Zoho Desk where I can track the issue until resolved. It also is a great way for my customers to simply add tasks such as if they need me to add photos or a new page.

The customization options are amazing! Really gives you the ability to dial in the templates, the automations, and the look to match what your organization needs. Even if not, the ease of just starting up an instance from the get go couldn't be easier. Our end users also love how much detail they get from responses.

Needs a little customization to get to parity with Spiceworks.

Communications from previous ticketing system getting lost in the ether and improving user-helpdesk communications.

What I like the most about Zoho Desk is the ease of use and intuitive nature of the UI

At this time there isn't anything that I dislike about ZohoDesk

The main problem that Zoho Desk solves is the management of issues that my customers have. It gives us the ability to keep issues organized.

Newer and better features than zoho Service Desk Plus

Migration from Service Desk Plus not available.

Starting over my support desk system, insteadf of migration