Zoho Desk Reviews

Pros

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Cons

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.

Pros

I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options.

Cons

The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization.

Pros

It has all the basic features that are requested.

Cons

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Pros

Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.

Cons

Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.

Pros

Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.

Cons

The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.

Alternatives Considered

Reasons for Choosing Zoho Desk

Switched From

Reasons for Switching to Zoho Desk

Pros

What I like most about Zoho Desk is its intuitive and user-friendly interface, making it easy to manage customer support tickets. It offers excellent automation features for

Cons

Zoho Desk is its occasional performance lags, especially with larger ticket volumes.

Pros

Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software

Cons

Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function.

Pros

What I like most about the Zoho Desk are the total capabilites it has available to users. From CRM, support, campaigns, tracking, etc. It is very diverse.

Cons

What I liked least about Zoho Desk is how frustrating the UI is to work with. I am used to working with simpler applications and Zoho was a bit of a learning curve to me.

Pros

its easy to use and work allocation would be easy

Cons

Less support to explore and implement all the modules

Pros

It's feature rich and integrates well with the other zoho products

Cons

UI & UX could use a bit of work but in general it's quite good

Pros

Easy Setup
Good 3rd Party Intergration
Provides the user experience we need

Cons

There should be more telephony providers for more countries

Pros

The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime.

Cons

The customization of the ticket layouts and of the reporting could be improved.

Pros

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Cons

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Pros

Easy to use and comfortable user interface.

Cons

Limited in free version and i needed to test its features.

Pros

User interface and the user experience is good compared to other CRM tools

Cons

support is zero if at all i want to talk to the team

Pros

I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.

Cons

At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.

Pros

This is the perfect suite for supporting clients, with multiple integrations for chat, CRM, and other communication channels.

Cons

In the customer section, segments are needed for criteria with domain email or business or home clients.

Pros

Easily adaptive tool. It can easily be integrated with other softwares that I use. Nevertheless, launching was such an easy task and productivity has risen beyond my expectations. I find Zoho quite user friendly and quick.

Cons

Always moving a step each day is my goal as a founder and I embrace Zoho Desk for smarter and progressively growing customers experience.

Pros

Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.

Cons

The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.

Pros

I like Zoho Desk for its user-friendly interface, and seamless integration with other Zoho applications,

Cons

I don't have any cons about Zoho desk. I am completely satisfied.

Pros

The UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities.

Cons

Really have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance.

Pros

It's a very intuitive plataform, the way you can manage the tickets

Cons

Maybe a little overwhelming the application

Pros

You can upload document, make user according to there grade & position which only able to access the limited resource . It will help to save different format of document and access all these resources even when you are working remotely . Work from home pattern we faced recently then you can arrange all your work accordingly.

Cons

Not to say more about that but every system need to improvement in any case, security feature in it needs to improve. Time tracking of user screen if possible then will add on this is a beneficial for it.

Pros

Numerous benefits are available with Zoho Desk for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates.

Cons

Even though Zoho Desk has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability.

Pros

I've had an easy time creating dashboards and using Desk to track all of our service tickets. I am easily able to create customers and accounts on the fly while generating a service ticket, and was able to tie it in to our support email.

Cons

Some dashboard features need to be better fleshed out, such as a full screen mode that will refresh itself with new data.