Zoho Desk Reviews

Positive

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.

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me.

Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency).

Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. 

We can download the mobile app to see requests and respond from anywhere.

It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. 

For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

There is room for improvement in customer service and support. 

It could be more knowledgeable. 

I have been using it for a couple of years. 

The stability of the solution is good. It is very good. I would rate the stability a nine out of ten. 

It is a highly scalable solution. You can easily add more users through the portal within seconds. 

We had around 200 end users using Zoho. It also included the clients I deployed this solution for. 

The customer service and support is not good. 

It is very easy to set up. It is just a click-click-click kinda process. 

But the time it takes depends on how many channels you want to integrate. Then, it can take a while, maybe a month if they want to include everything. For example, one organization I worked with didn't have Facebook or WhatsApp ready. So it depends on the client's needs.

A basic setup can be done in a day, even within 20 minutes, if you know what you're doing. I was able to set up an ID for a client in 15 minutes because they provided everything I needed - email address, user agents, and ticket routing information - all prepped by their administrator. Once the client gives has all the requirements, it's quick to set up.

It is quite affordable, not cheap. But it is affordable. That's why it is easy to scale. 

The licensing cost depends on which plan you choose. For a plan with a thousand users, it's very affordable. The benefits depend on the plan you choose. If you pay for a lower-tier plan, you might not have access to all the channels. For example, email integration might not be available.

Overall, I would rate the solution a nine out of ten. It's scalable, and the software itself requires minimal maintenance from your IT team. U

pdates are automatic, and I don't believe there's a need for additional support unless a customer calls you directly.

It's user-friendly, the reporting is nice, and you can access everything on the go through the mobile app. You don't need to be at your computer, it is one of the biggest advantage. Because it accommodates different channels, like WhatsApp, you don't need separate interfaces for each customer. Everything is in one console. So it's pretty amazing.

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.

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

I have been using Zoho Desk for the last year.

Our technical team has interacted with Zoho support based on need, and from what I know, the experience was satisfactory.

Neutral

The installation of Zoho Desk was easy, aided by a proper handoff with key pointers, making the process straightforward.

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

As an admin responsible for operational payments, I feel the pricing could be improved. 

Overall, I rate the solution at five points out of ten.

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.

They could enhance the product’s features to customize the automated email responses. Currently, users can include a custom signature, but there's limited space for additional customization. It could be easier to make changes such as updating email addresses or signatures.

We have been using Zoho Desk for four years.

There are a few issues related to the server connection. I rate the stability an eight out of ten.

Occasionally, I encounter bugs where certain tickets cannot be opened or modified if another user has accessed them simultaneously. I rate the scalability an eight out of ten.

The technical support services are good.

Positive

Zoho Desk is a cloud-based application offering public and private cloud deployment options depending on the configuration chosen. The users receive a trial period of around 15 to 30 days for evaluation.

The deployment time depends on specific business requirements. It takes approximately a day to complete.

When I was employed at a previous company, I encountered a high volume of customer emails, receiving approximately ten emails every hour. It led to overlooking certain emails while focusing on others. Zoho Desk significantly improved my response time in such scenarios by providing timely reminders for each email received. These reminders were integrated with our internal messaging system. I used to receive notifications for the same without a need to visit the emails constantly. I was also able to change the ticket status.

It has indeed increased our team's productivity. We've established an email address, where customers can send their inquiries. Whenever an email is received in this group email, all team members are promptly notified. Even when team members are on leave, they still receive notifications, enabling them to stay connected and informed about ongoing support issues.

It is easy to integrate the platform with existing CRM. Even a person who doesn’t have coding knowledge can integrate it well.

If you need ticket management software that operates in the cloud, I highly recommend considering Zoho Desk. Not only is it cost-effective regarding user licenses, but it also offers a comprehensive range of features. It has a good support service as well.

The deployment process is swift, typically taking just one day, and includes customization and automation setup.

I rate it an eight out of ten.

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 solution needs to have more customization on alerts and notifications. The solution must include an integration with analytics. Since the analytics are pretty expensive, any cheaper variant for analytics should be introduced.

I have been using Zoho Desk for over three years.

Zoho Desk is a stable solution.

Zoho Desk is very scalable. It's a SaaS platform, and it operates in multiple tiers. You sign up for different things, and then it's scalable. Over 200 users are using the solution in our organization.

Zoho Desk's technical support is very good.

Positive

Before Zoho Desk, we used Atlassian Jira and Azure DevOps. We were trying to expand and then automate other functions like requirement capturing. We also tried setting up test suites in Atlassian and then in Microsoft DevOps. However, as a company, we didn't want it to pivot in that direction so early because of the adaptation. It is still on the road map.

Zoho Desk is better than Atlassian Jira and Azure DevOps because it's very flexible. They're an agile team that hosts you in a dedicated part. There is dedicated help provided to you on chat. If you have a query, a particular person will take it up. In that sense, it is pretty agile and simple, and then you get straightaway support from them whenever required.

But when you think from a long-term standpoint, there's no requirement management tool offered in their suite. Also, you cannot construct the test suite and then automate your test cases there.

Zoho Desk's initial setup is easy as plug and play.

Zoho Desk's deployment can be done in hours. Deploying Zoho Desk is pretty straightforward and mostly done by three or four SMEs.

Zoho Desk is quite easy to maintain. One administrator can do the maintenance of the solution.

Earlier, there was a good gap between the market and the market leader. The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively. If they try to increase the price moving forward, there'll be a shift.

Another cheaper solution will try to enter the market, and all the start-ups will go there. There are two factors, namely, the magnifying factor and the multiplying factor. The multiplying factor was their edge, and they should still retain that.

My advice to other users would be to streamline their processes first. Know what you want to configure beforehand, and then come to Zoho to configure it and start using it. Zoho Desk is a pretty decent tool.

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

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.

The solution should provide an option to autofill some values while creating tickets. When the form loads for the first time, some values should be auto-populated. The product does have some autofill features. However, they need to provide autofill features for other fields too.

I have been using the solution as a customer for the last five years. As a developer, I have been using the solution for one year.

The solution is stable. If there’s an issue in the server or the emails, the solution providers immediately update the users about it through email. They continuously monitor the status of the server and keep us updated about the changes.

Everyone in our organization uses the tool. We have 150 people in the company.

The solution is deployed on the cloud.

The product costs $10 to $25 per user per month.

I will definitely recommend the product to others. Zoho products are very useful and straightforward. Overall, I rate the solution an eight out of ten.

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.  

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.

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. 

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.