Zoho Desk Reviews & Product Details

So easy and quick to deploy. No complicated setup. It just works!

Nothing! I literally cannot fault it because it covers every thing!

Before, we could not have one central source for all helpdesk-related issues. It was terrible to have to search for emails. The team is MUCH more productive.

Really easy to set up and onboard. Simple step by step instructions made it a breeze and I have had to set up many services before but was never up and running so quickly before. Easy to use and customers seem to love it.

Nothing so far. I like the simple and honest pricing and easy to use functionality.Seriously very good and massive improvements from when I used zoho a few years ago.

We were finding it very hard to manage customer communications from multiple channels, different levels and tiers of support we provide to clients, losing or not replying to tickets and wasting time on managing and resolving queries. Zoho has helped us improve this immeasuarably.

Very easy to use and navigate. Great price for everything you get.

there was nothing negative i would say about this software.

We needed to streamline our support service and have one channel for all tickets and issues. This is ideal.

I loved the program's interface, I found it very clean and organized, part of the page loading I found very fast and efficient. Navigation issue could be faster on some pages

Page loading issue, some take longer to load, I believe it could be faster, providing a better experience for users.And that would help a lot in the loading part

I took into account the loading time of the pages and the interface, the interface could be cleaner and faster.Page loading time could be faster Providing the shortest waiting time for users

Zoho Desk's automation features will be a game-changer for us. The ability to automate routine tasks, such as ticket assignments & follow-ups, has significantly reduced manual effort and improved our team's productivity.

Although Zoho Desk does offer integrations with popular tools, there are still some specific software or platforms that may require additional customization or development work to integrate seamlessly.

Zoho Desk solves the problem of efficient customer support management, benefiting you by centralizing and streamlining customer inquiries and issues. It enables you to prioritize and assign tickets, track progress, and provide prompt responses. With automation features, it saves time on routine tasks, allowing focus on critical support issues. Reporting and analytics provide insights to improve performance and make informed decisions. Ultimately, Zoho Desk helps deliver exceptional support, enhance brand reputation, and drive business growth.

The high degree of customization quite intuitive and with great customization both in SLA, automation rules and administration

I have to make the creat that configuration options are very hidden, and it is not easy to remember how to get to them, but otherwise, it is excellent.

to improve the incident management to the clients that the company handles, at the same time it gives me the facility to measure the performance of the team and a vision of what we have to improve in the service we offer.

we are managing the support tickets generated by customer through zoho,which is helpful for customer delight

There should be video tutorial in zoho dashboard so that new employees can get the training from videos only

To managing customer complaints through zoho desk

Email management is easy to configure, no need to install much

I am completely satisfied, currently there is no Vietnamese for us to use, hopefully in the future there will be

Statistical management of visual system problems

I love the automatization and the tickets creation from email requests. the customer service center is Great.

Itd be great having a billing control center y/o payments.

Its solving my issues controlling the time for a better customer service.

Zoho is excellent when it comes to integrations, and ease of use.

The integrations process is somewhat complicated

It is the catalyst or layer which interfaces with end clients and my team

ช่วยให้การรับเรื่องติดต่อ และติดตามงานระหว่าง Support และลูกค้าสะดวกมากขึ้น ตรวจสอบทามไลน์อัพเดต และ knowledge-base ที่สืบค้นได้เอง และรายงานวิเคราะห์ที่ทำได้สะดวกมากขึ้น

การค้นหาข้อมูลลูกค้าโมดูล Customer ยังไม่ค่อยดี หาลูกค้ายาก

การจัด Ticket ได้สะดวกมากขึ้น

I recently had the pleasure of using Zoho Desk, and I must say, it exceeded my expectations as a comprehensive customer support solution. Zoho Desk is an outstanding platform that offers an array of features designed to streamline customer service operations and deliver exceptional support experiences. Here's my in-depth review: User-Friendly Interface: One of the first things that impressed me about Zoho Desk was its intuitive and user-friendly interface. Navigating through the various features and functionalities was a breeze, even for someone who is not particularly tech-savvy. The layout is clean, well-organized, and provides easy access to all the essential tools required for efficient customer support management. Ticketing System: Zoho Desk's ticketing system is top-notch. It allows you to effortlessly create, assign, and track customer queries, ensuring that nothing falls through the cracks. The ticketing system also offers intelligent automation features that can help categorize and prioritize tickets based on predefined rules, saving valuable time for support agents. Multichannel Support: Zoho Desk truly excels in providing multichannel support. It seamlessly integrates with various communication channels, including email, social media, live chat, and phone, enabling businesses to provide support on the channels their customers prefer. This ensures that customers can reach out for assistance using their preferred method, enhancing overall satisfaction. Knowledge Base: The knowledge base functionality of Zoho Desk is remarkable. It allows you to create and maintain a comprehensive repository of articles and FAQs to address common customer queries. The knowledge base is easily searchable and can be customized to match your brand's look and feel. This feature significantly reduces the number of repetitive inquiries, empowering customers to find answers on their own. Automation and Customization: Zoho Desk offers extensive automation and customization capabilities, allowing businesses to tailor the platform to their specific needs. You can automate routine tasks, create custom workflows, and define business rules to streamline processes and improve productivity. This flexibility ensures that Zoho Desk can adapt to the unique requirements of any organization. Analytics and Reporting: The robust analytics and reporting features provided by Zoho Desk are invaluable for monitoring and improving customer support performance. It offers detailed insights into various metrics, such as ticket volume, response times, agent productivity, and customer satisfaction. This data-driven approach enables businesses to identify areas for improvement and make data-backed decisions. Integration and Scalability: Zoho Desk integrates seamlessly with other Zoho products, as well as third-party applications, offering a complete ecosystem of business tools. This integration allows for a smooth flow of data across platforms, enhancing efficiency and collaboration. Moreover, Zoho Desk is highly scalable, catering to the needs of small businesses as well as large enterprises. Customer Support: It's worth mentioning that the customer support provided by Zoho Desk is exceptional. The team is responsive, knowledgeable, and genuinely committed to resolving any issues or queries that arise. They offer extensive documentation, video tutorials, and a community forum to assist users in getting the most out of the platform. In conclusion, Zoho Desk is an outstanding customer support solution that delivers a seamless and efficient support experience. With its user-friendly interface, powerful features, and exceptional customer service, it empowers businesses to provide top-notch support to their customers. Whether you're a small business or a large enterprise, Zoho Desk is definitely worth considering for your customer support needs.

Complexity for Small Businesses: While Zoho Desk offers extensive customization and automation capabilities, the sheer number of features and options can be overwhelming for small businesses with limited resources or less complex support needs. The platform may feel overly robust and complex for those seeking a simpler solution without the need for advanced customization. Learning Curve: Zoho Desk's feature-rich environment can lead to a steeper learning curve for new users. While the interface is generally user-friendly, it may take some time for users to fully understand and utilize all the available features. The abundance of options and settings may require additional training and support to maximize the platform's potential. It's important to note that the aspects mentioned above are subjective and depend on the specific needs and preferences of each user. For some businesses, the customization and advanced features offered by Zoho Desk may be precisely what they require, while others may prefer a more streamlined and simplified customer support solution.

Fragmented Support Channels: One common business problem is managing customer inquiries from various channels, including email, social media, live chat, and phone. Zoho Desk triumphs over this challenge by providing a unified platform that consolidates customer interactions from multiple channels. With Zoho Desk, businesses can effortlessly manage and respond to customer queries from a single interface, ensuring a consistent and seamless support experience. Disorganized Ticket Management: Keeping track of customer support tickets can be overwhelming without a centralized system. Zoho Desk provides a robust ticket management system that allows businesses to efficiently create, assign, and track support tickets. By centralizing ticket management, Zoho Desk ensures that no query falls through the cracks, resulting in improved response times, enhanced agent productivity, and ultimately, heightened customer satisfaction. Lack of Self-Service Options: The absence of self-service options can burden support teams with repetitive inquiries that could be resolved by customers themselves. Zoho Desk tackles this problem by offering a comprehensive knowledge base feature. Businesses can create a repository of articles, FAQs, and documentation, empowering customers to find answers independently. This reduces the volume of support tickets, frees up support agents' time, and enables customers to find quick resolutions at their convenience. Inefficient Support Processes: Manual and time-consuming support processes hinder productivity and slow down response times. Zoho Desk comes to the rescue with its automation and workflow customization capabilities. Businesses can automate routine tasks, define workflows, and establish business rules based on their specific requirements. By streamlining support processes, Zoho Desk enhances efficiency, reduces manual effort, and enables support agents to focus on more critical and complex customer issues. Lack of Data-Driven Decision Making: Without proper insights into support operations, businesses struggle to identify areas for improvement and make informed decisions. Zoho Desk offers a wealth of reporting and analytics features that provide valuable insights into key support metrics. Businesses can track ticket volumes, response times, agent performance, and customer satisfaction ratings. Armed with this data, organizations can identify bottlenecks, set performance goals, and continuously enhance their support operations for exceptional customer experiences.

A complete suite of customer relationship management products from one vendor

a lot of tutorials on how to use the different products

ability to attend to customers inquiries in real time

The way Zoho Desk created a complete tool that doesn't fall short of any other market competitor. Ticket management, self-help center and the artificial intelligence that helps agents in serving customers and users.

The feature that I use the least in Zoho Desk is the automation of customer and user service processes. It's not a bad feature, but I need the basic features running correctly to then think about automations.

The main problems solved by Zoho Desk are the centralization of the service (many platforms in a single workplace), clear visualization through numbers and indicators of customer success, organization of Tickets.

Best service and support product available on the web

There is nothing to dislike about zoho desk

It is solving all support related issues