Zoho Desk Reviews

Zoho Desk is a software solution, and there are different options depending on the organization's needs. Imagine you're an e-commerce company. You have customer engagement on social media, WhatsApp, and Instagram, and maybe orders fulfilled through different platforms. These are all different customer engagement channels.

One is a phone, and the others are not as traditional channels. You can also integrate Zoho Desk with your CRM for purchases and returns. So, here's a list of products. These are all different channels.

Zoho Desk helps consolidate all these channels into one platform. So you can receive inquiries and respond to the same application. If a customer calls you, you can pick it up from the Zoho Desk. If they send an email, you can see and respond to it there. The same goes for WhatsApp messages and even Instagram DMs. It can be tricky to manage all these interactions separately.

So, Zoho Desk brings all these communication channels and reports together. If your organization is looking for an end-to-end solution to manage customer support tickets, then Zoho Desk is a great option.

Integration with other Zoho products, for example, a call center solution, is very seamless. It's a native integration. You don't need any APIs. It's very straightforward. That's the best one I've done. Integrating with Microsoft Teams is very effective and easy to do as well.

However, integrating with something like, say, RBI Analytics, they weren't able to sign off on that option yet. You have to go through custom APIs or a customer solution tool. But by and large, the integration for native Zoho products is straightforward. If you need a customized integration, it's achievable, but it requires some coding. In the past, we used to write entire lines of code to connect applications, but Zoho Desk makes it much easier.

The reporting is very robust. We can pretty much track anything - agents, amenity categories, channels. We can see if you need to assign more agents to a specific channel to clear the backlog. 

There's also something called NDAs, which tracks things like average response time. It has its own analytics gateway, so we can see exactly what we're looking for. 

There's also advanced analytics we can integrate, which provides fancy dashboards and lets you automate reports. We can download reports in various formats and auto-schedule those reports. Overall, it's quite good.

Moreover, the multichannel support is already available. We can connect to any social media or any media platform. It's very easy to set up.

We can define your business-related services and provide all the information needed. Another unique aspect is AI. We can speak to it and say "I want information about XYZ." It's a very good application.

I use Zoho Desk for creating tickets through the email inbox interface. Currently, I use it solely for ticketing purposes.

Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use. It can interact with WhatsApp and supports IP-based calling systems. 

Automation is possible, such as creating tickets through inbox integration. Additionally, maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.

We use Zoho Desk as a help desk serving and interacting with our customers. If there are any queries, they come back to us. The solution is also used for project management, effort tracking, and bug tracking.

The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us. The solution is easy to customize, not in terms of functionality customization, but the payment structure and payment tenure are flexible.

The primary use case for Zoho Desk is as a ticket management system. For instance, in scenarios such as event management where customers submit requests via email, it manages these tickets effectively. It ensures timely responses by setting up reminders for each ticket based on specified response times, typically within an eight-hour window. It facilitates tracking the status and provides escalations for unresolved issues. Moreover, it ensures the team members stay informed, even if they are not directly involved in the email communication.

The platform’s most valuable feature is emails based on response time. Additionally, integrating tracking features based on the escalation system proves helpful.

The use of ZohoDesk is to operate and maintain internal as well as external tickets within the organization.

For example, I connected this ticketing system with all of the portals so that if any customer is facing issues, they can submit their tickets inside. So we can handle the complaints and the issues or the inquiries of my customers as well as the internal stakeholders via the ticketing system.

The most valuable feature is the ticketing system.

We use the product as a ticketing system for support. It allows users to contact the support team. We can also use it as a knowledge base. We can upload our videos and documents. We can make announcements in the community. We can also publish documents on how to handle and process certain tasks. We can build an entire LMS system with the product. The ticketing system can be set up for the customers as well as the support team.

Zoho Desk is a remote system. The product provides communication features like chats and calls. We do not have to explain to people how to use it. We do not have to train them. We can easily understand how the solution works if we spend 30 minutes with it.

Zoho Desk has many use cases. It captures customer contacts, can pull information from emails and create tickets, and also manages inbound customer inquiries. We are customers of Zoho and I'm a company director. 

Because we've been able to capture so many things in one place and split them into different categories, we've gained a significant increase in efficiencies. It's been very successful.