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 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 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.

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 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. 

We use this solution for accounting, invoicing, CRM, and we use support for our customers.

The ticketing feature is very easy to use, compared to other systems.

I would like to see to levels of support available. There should be a level of support for our customers and a separate one for our internal developers who are developing software.

We need a ticketing tool for our internal team, and for project managing, which is a part of ticketing. The project management tool and the ticketing tool should be linked. There is also another tool I would like to have integrated.

I would like to have integrated support, and integration between the ticketing tool and the project management tool. This way we wouldn't have to enter the information twice.

I have been using Zoho Desk for just over two years.

I have no issues with the stability of the Zoho Desk.

We are small, a team of three, so this is an area that we have not yet experienced, but it is my understanding that it is a scalable solution.

We have not contacted technical support.

There is no installation required, as it is a cloud-based solution.

For what it does, it's quite cheap.

There is a subscription.

There was a comparison with another solution but we chose Zoho because it was a better fit for us.

We have no servers, everything is in the cloud, except for your laptops and preferred devices.

I would rate Zoho Desk a nine out of ten.