Zoho Desk Reviews

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. 

Zoho has the ability to capture all contacts across all channels with a customer. It also enables social media functionality so that if a customer mentions your brand on Twitter, it creates a ticket for that. Customer contacts are in a single location and can then also be used to reach back out to customers if required. 

Zoho has good integrations with telephonic solutions like AWS Connect and other plug-ins. It can pull information from emails allowing communication with full traceability regarding conflicts and how they're resolved. 

Zoho is pretty good at capturing online inquiries and adding a ticket. It has portal functionality and is very good at managing inbound customer inquiries. We can share information with the customers through a knowledge hub. You can also create scripts and a knowledge bank so that if a customer returns with a query you can see what was said before and provide consistent responses.

It's quite configurable and a powerful tool with extensive use cases.

I think keeping track of social media platforms is one area that could use more attention. It would also be useful to see slightly better integration between additional functionalities in the Zoho desk. Nine out of ten times the integration works well, but then you get a case where it doesn't.

I've been using this solution for around four years. 

We haven't encountered any stability issues. 

Zoho is pretty scalable because of the security model they have which enables information access to anything from one person to 100 without any effect on performance.

The initial setup is quite straightforward and implementation doesn't take more than a week. 

When implementing, it's important to think about how it will work with CRM because CRM systems typically have a light version of help desk functionality built into them, and the Zoho desk is a little bit more powerful. It requires some thought in terms of integration if you're implementing it with another application; the data you want to capture, and how much information you want to see within your CRM.

I rate this solution nine out of 10. 

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. 

We use Zoho Desk for ticketing.

The most valuable features of Zoho Desk are archiving queries and analytics. The solution has team productivity features that track the number of hours spent by the end users to resolve tickets. Zoho Desk was effective in improving our customer satisfaction score.

Sometimes, the solution has some email issues in a new data center.

I have been using Zoho Desk for more than one year.

Zoho Desk is a scalable solution.

The solution’s initial setup was quick.

The solution can be implemented in three to four days. However, customization takes time based on user needs.

We have seen a return on investment with Zoho Desk.

Zoho Desk is a cost-effective solution.

The solution has good reporting and analytics tools.

Overall, I rate the solution an eight out of ten.

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.

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.

We use the Zoho Desk for support and ticketing.

The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective. 

I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns. 

I have been working with the solution for more than six months.

I would rate the product's stability a seven out of ten. 

I would rate the solution's scalability an eight out of ten. 

The solution's setup is easy. 

We can get ROI with the tool's use. 

Zoho Desk's pricing is more flexible. 

I would rate the solution an eight out of ten.