Zoho Desk Reviews

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.

There is room for improvement in terms of integration. I'm looking to have some extensions, like Monday.com or other applications. So that means if people are looking forward to migrating from one application to another one, so they can easily migrate or connect those applications slowly. If they start getting data from that application, they can close that and use Zoho Desk.

I have been using Zoho Desk for five to six years. I use the latest version. 

I would rate the stability a nine out of ten. 

I would rate the scalability a nine out of ten. There are around 70 end users using this solution.

The initial setup is easy. 

Since the solution is deployed on the cloud, it is maintained by Zoho. The solution was deployed in-house. 

Overall, I would rate the solution a nine out of ten. I would recommend using the solution.  

Actually, it is a help desk application. So, you can get tickets from your customers, and then report them on Zoho Desk, and follow your agents who are replying to the tickets. Especially managing the technical part of the company.

Zoho Desk is very flexible, just like the other applications of Zoho. Also, it is very simple to connect the other applications. Also, it has a developer space, so it is very important for me because I can customize all the functions or the workflows according to my needs, and so these are the best features.

In the future release of Zoho Desk, I want them to add lookup tools for the layouts. Zoho Desk lacks lookup fields for the layouts. In Zoho Desk and other developer applications, you can customize the layout according to your needs without a problem. In Zoho Desk, you cannot add lookup fields to the layout. You can add any other field, but we cannot add lookup fields. I don't know if they did an update to include this option. If not, I think they may add lookup fields for the layouts.

I have been using Zoho Desk for two years. I am a customer of the solution.

Zoho Desk is a stable product.

It's a scalable product because many companies are using Zoho Desk, including both the bigger and the small ones.

I had reached out to the support team several times. They are very, very kind and they try to help every customer and try to solve all the problems immediately. If your problems are going on, they offer to connect you with an online meeting, and they try to solve your problem in that online meeting. I rate the support a nine out of ten.

Positive

The initial setup of Zoho Desk is very easy because if you have emails, you only need to direct your emails to Zoho Desk, then it's all done for you, so you can get your tickets on your Zoho Desk application.

The solution is deployed on Zoho Cloud.

Price-wise, Zoho Desk is about 35 USD a month per user. For the Zoho One pricing model, you pay 35 USD, and you can use Zoho Projects, Zoho Desk, Zoho CRM, and forty other applications.

I would definitely recommend the solution to those planning to use it.

It is a good and excellent application. The best features I like are its flexibility and the developer space of the application. So, with this option, you can scale the application according to your needs. It's very important for us.

I rate the overall solution a nine out of ten.

Zoho Desk is a ticketing software. You have a bunch of customers, and you want to give them support. You can use Zoho Desk for that. They can raise a ticket from the Zoho Desk customer portal if they are having any issues with whatever product or service, you are offering them. They can simply create a ticket, and then you can follow up with the tickets. You can work on the tickets and once you resolve the tickets, you can update the client. The solution is to manage the ticketing system.

The important feature is managing support or giving support to your customers. It actually makes it a lot easier because you don't have to worry about it. If you miss something, it has all the data, and issues that your customers are facing in your system. You can actually track them, and your customer can also follow up. You can set up multiple automation if you don't want to miss anything. You can write some custom scripts as well so that, you can actually assist your customer in a better way. You can have multiple agents working on the same tickets. It gives you more flexibility.

Zoho Desk is a good product but that depends upon the customer's requirements. We may face some limitations because every customer has different requirements that they want to achieve with the applications.

I have been using Zoho Desk for 3-4  years.

The solution doesn't have any bugs. As per customer requirements, it may have some limitations.

The solution’s scalability is good.

The initial setup is quite easy to accomplish. However, it varies depending on individual functional requirements or business needs, such as desired implementations and automation preferences. If users require certain automation, like follow-ups with customers, they can set them up without much hassle. However, customization may be necessary, which can take some time. For basic software use, initial setup requires only inputting organization details.

The solution’s pricing depends on the region because Zoho has different plans based on different data centers. They have different data centers at different locations. They have an Indian data center for India and a different center for both Canada and United States.

Overall, I rate the solution a 9 out of 10.

We use Zoho Desk for ticket presentations. Also, the data for Zoho into the CRM for ticket presentation and contact also.

The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test.

There is room for improvement with the pricing.

I have been using the latest version of Zoho Desk as a partner.

I would rate the stability of Zoho Desk a six to seven out of ten.

I would rate the scalability of Zoho Desk a six to seven out of ten. In my company, 20 to 30 people are using this solution.

Sometimes, we needed help from technical support. They would respond quickly.

Neutral

The initial setup is not complicated. It is very straightforward. The solution is deployed on the cloud.

The solution is relatively cheap. However, there are additional licensing fees involved.

I would rate the Zoho Desk an eight out of ten. 

Zoho Desk is used as a ticketing application. It is used for support ticketing compared to Jira and ServiceNow. Zoho Desk is a ticketing application for Zoho One platform.

If you know ServiceNow and Jira's ticketing, it is the equivalent of Zoho Desk.

The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform. Also, you can do some automation and coding for different conditions.

The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement. A blueprint is, like, controlling our records. For instance, there is an SOP, so you don't have to train the employee because you have a blueprint since there's a workflow. So that workflow, we control if the record status indicates that this is the path you're going to, called a blueprint.

I have been using Zoho Desk for less than two years.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

Considering my previous client, everyone at that client's end was using it because it supports ticketing.

I rate the technical support a seven out of ten.

Neutral

The solution is deployed on Zoho Cloud.

We integrate Zoho Desk into Zoho CRM, but the blueprint of Zoho CRM is better than the blueprint from the Zoho Desk. Imagine you are using a Zoho One platform, and they are bundled into one package, but the complexity of doing a blueprint in Zoho Desk is different than Zoho CRM. So it should have a uniform implementation so you don't have to adjust. There's a blueprint in CRM, and there's a blueprint in Zoho Desk, but when you customize it, the blueprint in Zoho Desk is different.

Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package.

I would definitely recommend the solution to those planning to use it since it is a good product.

We purchase Jira or ServiceNow for ticketing. We purchased WordPress because there's the whole site. At times, people purchase a developer that cannot perform. They can do the development software part in just the days. When you do it in Java, you can have a team for two weeks to print for a small project. In Zoho One, I can do it alone. To make a web application, I had a team. Now, I do it alone.

I rate the overall solution a nine out of ten.

We use the solution for customer feedback. If the customer complains, we capture and log the ticket or the problem on Zoho Desk. It helps us to capture our customer's problems, complaints, or requirements.

You can use the solution anywhere, anytime. You can use mobile phones also. 

There are users that have been using 40 people to use orders together. It's capable of supporting a lot of users.

The setup is simple. 

The product is quite stable. 

We'd like more integration with direct messages. 

Technical support could be more knowledgeable. 

Zoho Desk needs to be enhanced to support IT service management policies. Zoho Desk is pretty simple. However, if this application has to support IT business or IT department, sometimes it lacks of features - especially to support service management. They have to measure the service level, they have to measure the expenses notice, they have to measure the productivity of the IT staff and support and the quality of resolution. However, right now, the kind of IT service management features we need are not there in Zoho Desk.

I've used the solution for four years. 

It is a stable solution. There are no bugs or glitches. It doesn't crash or freeze. 

The solution can scale well. Hundreds of users are possible.

We do not have plans to increase usage at this point. 

We don't expect a lot of problems or complaints. That's why we try to manage the number of tickets - to keep them low. That's why the department of Zoho Desk is not quite as extensive.

Technical support is okay. The issue is the knowledgability. Sometimes they don't understand what my question is or what our problems are.

Positive

The initial setup is fairly easy. You can have a special customization.

It can be deployed very quickly. You can have it up and running in a couple of hours. 

You only need one person for deployment and maintenance. They are an admin. 

The setup can be handled in-house. Sometimes if you need a consultant, you can have it. It depends on how far or how extensively you want to use Zoho Desk.

There's no licensing. You use the solution based on subscriptions. 

I'd rate the solution six out of ten. 

Zoho Desk is used for ticket management and task management. If a customer has any requests, they can make a ticket. The software is very good, and I'm currently using it in my environment for ticket management and providing support to customers.

The most valuable feature of Zoho Desk is the parent and child task management feature.

Zoho Desk should provide more integrations and improve the Zoho project integration.

I have been using Zoho Desk for three years.

I rate Zoho Desk eight and a half out of ten for stability.

I rate Zoho Desk eight and a half out of ten for scalability.

Zoho Desk's initial setup was very easy.

We have seen a return on investment with Zoho Desk.

Zoho Desk's cost is pretty much okay.

I am using the latest version of Zoho Desk.

Zoho Desk is deployed on-cloud in our organization. Zoho Desk is the best software for setting up ticket management or customer support management.

Overall, I rate Zoho Desk a nine out of ten.

We use the product as a ticketing system.

The product’s most valuable feature is its graphical interface. The placement of the options is accessible. 

It could be easier to link Zoho Desk and Outlook. It should display the scheduled appointments and calls on Outlook and Microsoft Calendar.

We have been using Zoho Desk for four months.

It is a very stable product. I rate its stability a nine out of ten.

It is a scalable platform. We have 12 users for it in our organization.

Its scalability is a nine or ten out of ten.

We have deployed Zoho Desk on the cloud. It took a week to complete the process.

It is a good tool. I rate it a nine out of ten.