Who Uses This Software?

Zoho provides industry and job-specific apps for Sales & Marketing, HR, Help desk and Finance. Zoho Desk for Business is intended for any company size and industry.


Average Ratings

188 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $12.00/month
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Zoho
  • www.zoho1.com/
  • Founded 1996
  • United States

About This Software

Zoho Desk is a web-based customer service application that helps your company build stronger relationships with customers. With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.


Features Checklist

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Product Reviews

Engaging and Intriguing Package

Apr 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Range of features.

Cons: Some navigation mysteries.

Overall: Zoho Desk has been on my radar for some time now, but I am looking at it now from a very specific perspective, that of a particular need for a particular project. It has grown quite a lot since I looked at it last, and the features are rich, well-conceived, and pretty promising. Looking forward to testing it further.

Desk, integral solution of Zoho

Apr 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Its connection and synchronization with other Zoho tools and its ease of use.

Cons: I have not found one yet!

Overall: Desk, Zoho's solution for contact with clients for case and incident management is powerful and intuitive. Its synchronization with other Zoho applications, such as CRM, make the tool a true management tool for clients.

It's Zoho, it's okay for the money

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easily integrates with zoho products. which is the crm we already use.

Cons: Does not integrate easily with all services like the bug tracking in Zoho projects. can only hook up to phone services like Twilio. which we do not use

Overall: It seems like it might work for our business we did not have enough time to set up the page to see if it works to how we like it. they should make the free version free until it starts being used. I really only had enough time to see how it worked but not actually test it internally.

Recommendations to other buyers: Refine the process flow. between desks, projects, crm and books

Very helpfull

Apr 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: PBX system integration

Cons: Customer's Portal customization is very limited.

Overall: This software is outstanding! It's very functional e and it's easy to use. My only complain is about the lack of video tutorials. It would be very interesting to get better results, especially for developers.

A reasonable choice for ticket management

Apr 26, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Reporting is strong - ability to consolidate all channels is also very helpful.

Cons: Setup learning curve is steep - especially if you have not set up a ticketing system before.

Overall: I have en evaluating Zoho Desk - I'm a longtime user of Teamwork Desk, so my experience is weighed against that platform. I have been pleasantly surprised by a few things in Zoho Desk up to now - customer assignment from forwarded email tickets works very well. I like the ability to make "light agents" which essentially is a free user account for staff that might need to be consulted on an issue. Lowers the overall number or user licenses. I'd love to be able to integrate CRM data, but we don't use ZOHO CRM, so that will take custom coding. I wish there was integration with Zoho Projects, which seems to make sense. I don't use this product to support software development, or physical product support. Zoho Desk is fully featured to support those things, and that makes setup a little complex - there's a pretty high configuration learning curve and the documentation is not terribly clear in all instances. Phone/email/chat support however, has been EXCELLENT. I realize not all have had the same experience, YMMV, as they say. One more positive comment - the ability to quickly visualize particular agents queues, move things around using the various views, and the threaded way of displaying the ticket activity chain is quite nice. So far, I think the transition to Zoho will be a positive thing. It's definitely work a look.

Awesome Help Desk Software!

Apr 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We currently use another product to run our helpdesk for a small select customers, Zoho is by far has more in depth functionality and ease of use!

Thanks!

zoho helpdesk

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
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Pros: easy to use, integration with zoho suite

Overall: We did try multiple providers for our support services to better serve our customer and improve our efficiency and our choice is zoho.

Good but can be better

Apr 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Connects easily with other zoho products

Cons: does not connect easy to outside phone systems unless Twilio is used

Overall: Zoho desk is similar to all the other zoho products. they aim to hit such a large audience that they miss out on some of the important features that would make this 5 stars

Recommendations to other buyers: I advise you to help out when i need support. issues arent a problem until they arise. hopefully your support team is better then the zoho crm and products. they still have not fixed an error occouring that links the two products together

Help Desk Software Done Right

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Zoho Desk is well thought out feature rich system.

Cons: Initial setup can take a while due to the amount of features and configuration option available.

Overall: We were looking for an easy to use yet feature rich help desk platform to help manage our customer service requests when I stumbled upon Zoho Desk. I have been evaluating the software for a little over a week and have been thoroughly impressed both with the ease of use and the overall depth of features this product offers for a reasonable price. The product offers everything from email integration to custom forms for ticket creation and support for SLA's and workflow functionality for ticket management. I have not completed my full review but right now I am suitably impressed enough to move forward with a full scale trial with several of our key clients.

Recommendations to other buyers: Start small and allow your feature usage to evolve as you go.

This is just great

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The new frame it's really something else. Congrats!

Cons: I can't tell one yet

Overall: I have been using Zoho Desk for a while and it's a game changer. Easy to use and with amazing support.

Once you get used to it, you will love it.

Using Desk changed our company for good since we can have in one place, the way we interact with our customers and vendors.

Recommendations to other buyers: Improve the search

Good Service Highly recommended

Apr 24, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Trying it out again with our support team we have just restructured our organization to grow and utilize certain tools that are cost effect as we lean out or support team and automate some processes.

Using Zoho Desk

Apr 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: As basic or robust as you're willing to make it.

Cons: Fairly large learning curve..... but once you "get it" its easy.

Overall: We use Zoho desk as a maintenance ticketing system in conjunction with Zoho CRM. The two play VERY nice together and offer some awesome features. Over all this platform has worked the best for us in the budget we have. I also think that if our budget was more.... this would still probably be the best system for us due to the fact we can virtually do anything we need.

Recommendations to other buyers: Loads of documentation online ....use it.

is very good software I am very happy to use in our company because with this software I can improve

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: easy

Cons: difficult to customize

Overall: every day I have more experience with this software. it's fantastic and amaizing software. Our company is faster replyies customer's problem.

Recommendations to other buyers: no

We easy to setup and use

Apr 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy to use and easy to connect your existing CRM, New customers are coming automatically every night to Desk

Great tool

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use

Cons: Npt found yet

Overall: Really easy to use and understand. Customers will love them. Also support team is really helpful to answers any question on email or phone

Zoho Desk experience

Apr 24, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Good integration with CRM

Cons: Don't know yet

Overall: The tool is integrated with ZOHO CRM and now we are testing the functionality. The first results are oké and we are going to test the other functionality.

Excellent Support System

Apr 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have started using Zoho Desk for our small startup and love the ease of use, the potential of integration into the Zoho CRM system and clean user interface.

Ticketing for QuoteSpace.co

Apr 23, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ready to go off the shelf. Fairly simple to set up.

Cons: Some of the settings took a little while to find, however got there in the end.

Overall: We have recently launched QuoteSpace.co which is a rule driven quotation system.

We've plugged Zoho Desk into the back end of our system to enable us to provide responsive support to our customers and to build our online knowledge base for them to access useful information about how to use the system.

Using Zoho Desk meant that QuoteSpace could focus on product development over support systems and get to market more quickly.

Recommendations to other buyers: We like that you can map your own domain.

ZOHO Crushes the big dogs

Apr 21, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have used the other support desk apps out there and zoho has 90% of what they do with a free plan. We are going to upgrade soon but we have been operating fine for over 6 months now with the free plan. As the product manager for our company I look great for choosing ZOHO.

Real Value for money Product

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This product is real value for money, very easy to use .This product includes all the feature to enhance and high light your product in real world.

Works good

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: It is very stable and mature system with all required features, easy to use as most of our colleagues started to use it without much of training.

This is great

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: flexible, easy to configure and roll out. We need a solution that we can get out to market quickly and hit the ground running

Cons: Limited in some areas but nothing we cant get round. We do some pretty heavy lifting with workflow and approvals that our current tool Remedyforce does well. I would be surprised if ZOHO can do all that

Overall: So far I have to say this solution is unbelievable. Seems to do everything we need and at a fraction of the cost of our current tool set. We have also initiated contact regarding HCM and CRM as all our solutions are under review and having them all on the same platform makes sense

ZOHO Desk has revolutionised our support process

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: flexibility

Cons: non

Overall: We had outgrown our current support process and needed a product that was flexible, easy to use and would integrate with the way we work.
ZOHO desk is just that! Highly configurable, flexible and works the way we want to work so very minimal impact on current users.
I would highly recommend people looking for a new help desk system to give this a go.

great support saas software

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We tried it with ZOHO CRM. It integrated seamlessly. It helps us to manager our tickets, product issues, improve our support quality. Very user friendly

A Great Tool for Startups and New businesses

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of configuration and setup.

Cons: UI is a bit confusing

Overall: I am using Zoho for our new startup, FreightTracer.com and it is a great tool to get a new business setup on. We are currently using the Free version which is great as we get started, but I have big plans for the paid version, once we start generating some revenue! Highly recommend Zoho Desk and CRM!

Best alternative for ticket system

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Wide range of options and connectivity options with customers

Cons: Less responsive

Overall: My customers started getting more confidence that they will surely get a response from us. Auto notification email helps us to examine the issue in detail and get back to customers with definite solutions. The portal and knowledgeable is really helpful and this reduces the number of support tickets. Only concern is that the interface should be little more responsive as well email block and white list is required is some customers does not prefer to get the notification emails.

Recommendations to other buyers: Enable white and black list of emails where they should not receive notification emails

Simplistic and Powerful

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We are a small startup and needed a quick and efficient solution for our company. We found Zoho Desk quite powerful for all our needs.

Zoho Desk for IT Help Desk

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Comments: Great software although had to wait weeks for a bug to be fixed preventing me from forwarding my support address into the system.

Nice ticket system

Apr 20, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: After the search for a suitable ticket system to take care of our costumers, we went a long way over some very expensive ones and free ones. Zoho in the end made it to the finish line and we are quit happy to use it, even though there are some things which we would like to see, like an all deparment view (in Beta since over 2 years). Also, there are some problems with converting users to agents (since over 4 years), but I'm sure, they figure that stuff out. Looking forward to use Zoho for long term.

Just started using

Apr 19, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Still working through everything but first impressions are that its an amazing piece of we software and will continue using it

Easy to use

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to setup
Nice interface
Quick Support

Cons: A little expensive for third world countries

Overall: Thanks to Zoho Desk I have the possiblity to integrate my Zoho CRM with my customer support interface. It has to be the most simple and easy platform to use in the market. I recommend it to everyone!

Recommendations to other buyers: Try it!

Zoho one of the best system for tickets

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: Hosted, I prefer to have it on my own servers

Overall: I've been wandering around for a long time to find a matching ticket system. Zoho made me stop my search. It has all the tick in the box features and is easy to set up!

The best tool that we have evaluate!

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Likely, usefull, friendly

Cons: looking for :)

Overall: Zoho Desk it is so easy to use and friendly. It is more flexible and customice as you need.
If you are looking for a tool for your IT team or Ticketing, it is your tool!

Recommendations to other buyers: Great integrated with Zoho CRM

Our first helpdesk system

Apr 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Plenty of functions, affordable, informative.

Cons: Functions are not easy to find inside the menu.

Overall: When I first joined the company I am work for now, we never had a helpdesk system, this is because the company was small and reported problems are quickly resolved. However, the company has now grown to double its size with multi-sites, problems and requests can easily be forgotten!

I have trailed a few different helpdesk systems, this is one that I think we will stick to, it is very easy to setup and use, it is also value for money. Users can now send their requests via email to our dedicated helpdesk mailbox where the request gets pick up by the Hellpdesk system.

User interface quite plan, which is probably less distraction from others, you can concentrate on the contents which matters most. I particularly like the reporting side, all the information I need is at a glance. There is also a chat function which we are not using at the moment, but perhaps we will enable it and try it out at a later date.

This helpdesk system has a comprehensive set of functions, it is affordable and suited for company of any size. I would not hesitate to recommend this product to anyone looking for a helpdesk system for their company.

Recommendations to other buyers: I have tried other helpdesk system, but this is one I like the most. It is cloud based, which means that I can use it anywhere when I want to keep an eye on the requests.

I want to test more

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It's very interesting but I need more test. I want to know is that exactly want to need to use and my task can working on it or not.

Terrific platform

Apr 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Using Zoho has given us all the horsepower that we would expect from more expensive CRM platform, but with a level of flexibility that allows us to customize it for our needs.

Great Product for the Price

Apr 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Zoho has all the features we need at a very affordable price. We found that it was very easy to get started.

Effective Helpdesk software

Apr 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Adaptable to each helpdesks requirements

Cons: Sometimes the web interface has trouble going back to the main menu when you are within a ticket.

Overall: We've been using Zoho for almost two years and it has met all of our needs. We can customize the ticket forms to meet the needs of our diverse helpdesks.

It is good

Apr 18, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: it cover all of my needs

Cons: some features need to be clear in description

Overall: overall it is good to use. I have test a lot of features and it is easy to configure...

Good software

Apr 18, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Automated.

Cons: Hard to use.

Overall: I am having a great time using this software. It's automation feature is amazing and cost a great value especially for part-time business owners.

Simple to use

Apr 17, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Simple to use ticketing system..but not sure whether its customisable to everyone's needs specifically for larger workflows.

Great Tool

Apr 17, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: Need further expansion of the API

Overall: The zoho desk is a great tool for no hassle small team management. The implementation was quick and painless and we were up and running in under a day. The API needs to be expanded for additional functionality but overall the program met our needs and budget.

Easiest ticket generating tool

Apr 17, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: It is one of the easiest ticket generating and management tool which helps to manages clients queries and resolve it in no time.

Zoho Desk Review

Apr 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Slightly a good experience with the font and style and happy with the functionality and dashboard :)

Zoho exactly what we need

Apr 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: The funtionality is very complete the manage our hekp desk;it has very options and diferent ways to do things

Cons: May the reponse from the customer support aren´t what we expect

Overall: I´ve been work with Zoho desk and Zoho projects; both of them are very intuitive and it´s very close to what we need

Some times the customer support answers aren´t what we except and don´t help nothing

Great system

Apr 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Very happy with desk. it has all the proper system sets i need to get my clients organized and my company in position.

Zoho is a serious contender to Google Apps

Apr 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: I have been using Zoho for side projects as a good replacement of Google Apps when they started charging for businesses. When you try to start lean and bootstrap, the free suite of tools of Zoho can be handy. It integrates well with their other services but not really with outsiders, too bad their API isn't more open.

Great Product with a really nice price

Apr 14, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It's feature rich, there are so many options that make Zoho Desk a complete service. It's a good surprise to see a new service offering so many features.

Cons: The interface is sometimes confuse. But this is not a real con, I think that a little redesign will put Zoho Desk on top of his competitors in terms of design.

Overall: It's feature rich, there are so many options that make Zoho Desk a complete service. It's a good surprise to see a new service offering so many features.

The interface is sometimes confuse. But this is not a real con, I think that a little redesign will put Zoho Desk on top of his competitors in terms of design.

Very nice app

Apr 14, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: All the new features that brings... chat, email and other channels for support

Cons: The support is not good

Overall: I was using Zendesk, but with the new User Interface I moved to ZOHO DESK, Now I can offer to my customer article search by keywords and other interesting things.

Zoho is really great

Apr 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I start using one single product with zoho, now we are using a few of them and I'm sure we will keep on adding zoho products to our company.

The user interface has been improved so much it is really the top company right now with the full suite.

Great MSP helpdesk

Apr 14, 2017
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I was creating a template for a company I manage great system. However, I would like to customize a little more by removing required fields.

incredible!!!

Apr 13, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: It is very good! I'm switching to zoho Desk so my help desk may have a better tool to deal with our costumers.

We love Zoho Desk

Apr 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Great software

Cons: None

Overall: We switched over from Zendesk which was clunky and overpriced for the service and love Zoho Desk! Our entire team is able to connect and also tie in with our CRM system.

Recommendations to other buyers: None

Very flexible white label solution

Apr 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use, many features. Clear setup documentation

Overall: As someone responsible for the initial setup, I found it easy to establish a fully custom branded help desk using our own domain name and our own email addresses.

Solid app but set it up right the first time

Apr 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Comments: Set up a new account and mistakenly used a special character in my company name. Long story short I ended up with two portals and had to merge them. Getting customer support on the phone is a good and bad experience. Bad that I had to wait up to 45 minutes to get through (in one case I was #1 in the queue for over an hour and never got and answer). The good is that once you do reach a rep they were extremely knowledgeable and helpful. I felt like I was speaking with an actual software developer. From what I have learned so far, the app seems good and the mobile application is very easy to use. I am testing this as a switch away from Salesforce Desk that is fucntional but very expensive for a small company.

ZoHo Desk is easy to use and completes our Customer Support

Apr 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: - Easy to customize and to use
- Many ways of reporting
- Workflows contribute to Quality Management systems
- Integration with ZoHo CRM system

Cons: Price: it's not cheap but then again you gain a lot of efficiency in both customer support as your commercial activities.

Overall: We have tried several desk solutions but most of them lacked the possibility to intergate into our ZoHo CRM sytem and offered not so much customizable solutions such as reports. We also make use of ZoHo Desk to support our incident reports for our management systems.

Working business workflow on Zoho Desk

Apr 12, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It can set up many SLAs type and mapping those into ticket. It's will be greater if those can set business rule for many ticket which send by email.

Overall: Zoho Desk is helpful for customer service which working as SPOC. It's can apply some process about request & incident management. That will be greater if Zoho Desk have funtion control about Change & Problem Management.

Recommendations to other buyers: It's will be greater if have any funtion: - Integration with Zoho Inventory Management - Script for template, configure multi template type for orthers process - Change & Problem Management

Requirements Analyst, Selector and Implementer of Software Tools

Apr 12, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Its really easy to undertand.

Cons: It need more tools to support assets, spare parts and route mapping.

Overall: It would be interested to have more assets management tools but It's a great tool, really useful, easy to use and understand. Zoho Desk is a highly recommended tool.

my favorite ticket management platform!

Apr 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I started to use zoho desk and it's very usefull to manage the customers request. Easy to use, and configure as well. Try it!

Great service

Apr 12, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: neat service that lets you communicate well with your customers and really dig into the feedback that elevates your product to the next level.

Great product to use

Apr 12, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: NA

Cons: NA

Overall: This product is well-made, and it does an EXCELLENT job keeping leaves out of the gutter. Unfortunately, while it also blocks pine needles, the needles on our New England pine trees are fine enough that they manage to get stuck upright in the mesh, and after a while enough of them accumulate so they have to be removed by hand. What's particularly bad is the needles can't be brushed off, but have to be pulled out of the mesh. While this reduces the need to climb an extension ladder to once a year, it doesn't eliminate the need, so in our application the product is "OK". Zoom in on the attached picture to see a "plucked" section and a section bristling with pine needles.

Recommendations to other buyers: NA

Review of Zoho Desk

Apr 12, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Zoho Desk provides end-users with a friendly user interface which help facilitate the adoption process for new users, even for those who may not be tech-savvy.

Overall good experience

Apr 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We migrate our service from another service to Zoho Desk. We like it how it could work together with other zoho services that make our process more streamline

Trying out this App

Apr 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Main thing to test is to see if it links well with the Zoho CRM.
So far I am very impressed with the Zoho suite.

Easy way to improve resources of IT for support

Apr 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Usefull
Customizing
Workflows

Cons: Conditions to automate tickets depend of the status
PBX integration

Overall: Zoho Desk is a cool tool wich have easy user experience; provide add value including several functions to make easy the management of technical support. I really like it cause is an easy way to do good the tracking of technical support.

Evaluating ZOHO DESK... great so far

Apr 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, clean user interface, integration with ZOHO CRM

Cons: We are having some issues customizing the templates but I guess we need to learn more, it would be great to have more tutorials and help to speed up our onboarding process

Overall: We are a ZOHO CRM customer and we are now looking to manage our service desk operation using ZOHO DESK, so far we are very excited with the trial and it seems the product will be a great fit for our needs...

Zoho Desk formerly known as Zoho Support

Apr 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to configure, intuitive set up

Cons: Can't configure SLA for Response times

Overall: Zoho Desk is a very easy-to-configure tool that allows to set up a Help Desk very quickly. The Support Contract and Products management options add great value to the tool for companies that do support for their own products to customers. Possible improvements are: SLAs only consider Resolution time, it is not possible to set up Response Time targets. Their Support response time can improve as well.

Recommendations to other buyers: The turnaround time for questions to your support team takes longer than other providers

Zoho Desk Review

Apr 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Great compatibility with Zoho CRM, all the functionality we were looking for. Compared to FreshDesk and Zendesk. We are happy with how it is functioning for us.

Useful application

Apr 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, and to configure

Cons: the support e-mail address could be complicated for the customers

Overall: This is an useful application that do not require too much configuration to start working with.
You do not to have any support email address in your mail server, Zoho desk allows you to create multiple support email accounts to support your customers or endusers.

Fantastic Tool

Apr 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Zoho Desk is exactly what many small and mid-sized business have been looking for. The tools are simple, the reports are customizable, and the work flows makes sense to the agents and the end users.

Fast set up

Apr 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We are using Zoho Desk to manage customer issues. Zoho Desk is very easy to set up! We made it to run within less than one day.

Zoho desk is very useful

Apr 08, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: This isn't the cheapest solution, but it works. However the Chinese translation sucks. I switched to English UI within a few days.

Zoho desk review

Apr 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Zoho desk has been easy for our office to use and adapt for our various helpdesks. Tickets can be tracked by all the criteria needed.

So much fun to use!

Apr 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Facebook messages to Tickets.

Cons: I didn´t use it sooner.

Overall: Makes customer service a simple and fun task. One of the greatest features is emails and facebook messages automatically turning into tickets. You´ve got to love it.

Recommendations to other buyers: Mix it with Zoho CRM

Zoho Desk for our customers

Apr 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We are zoho partners and we are find desk very useful for our customers. Find it easy to convince the customer and make them buy it in a single demo.

The best help desk tool so far

Apr 07, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy of use

Cons: Graphics

Overall: Our company has been trying a lot of help desk apps for a long time, always feeling that something is missing, Zoho Desk helped us to change that.

Recommendations to other buyers: no

User Experience

Apr 07, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: we have to wade thru, once we have done, it is very straightforward. Integration with others systems not seamless for example, integration path to People and Ticket is required.

My Zoho desk experience

Apr 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Likes
1. Business required automation is present. It's a robust system
2. Its is user friendly and integration Zoho CRM is commendable
3. Easy to search with the use of customized filters like Macros. Workflows are a great time saving tools
4. You can see the priority of tickets as per SLA.

Dislike
1. I've noticed that sometimes the push notifications do not work.
2. Below subject name of a ticket, priority and classification cannot be display as of now,I only see account name, contact name & time.

Soon to give an opinion

Apr 07, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros:
I have not had enough time to advise the use of the servic

Cons:
I have not had enough time to be able to advise against using the servi

Overall:
I have not had time and I have not been able to test the module in depth, as soon as I have more information I will share it

Recommendations to other buyers: No

Fantastic another Module from Zoho - Zoho Desk

Apr 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The Easy to use and the categories everything

Cons: the new look - Modern and matching with all their new upgrade for other modules and open API to other market software

Overall: These guys know how to do and what market needs specially small and medium scale I like their job and what they doing

Recommendations to other buyers: You have to try it

Best HelpDesk Tool

Apr 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Far too many option, much simpler when we start using. Far better than Freshdesk and Zendesk. Love to explore more

NICE AND GOOD

Apr 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: ALL

Cons: NOTHING

Overall: GOOD NICE I LOVE IT VERY MUCH
THANK YOU FOR YOUR GOOD AND VERY NICE SUPPORT
I WISH WVERYBODY WAS LIKE YOU
I LOVE YOU SO MUCH

Recommendations to other buyers: NO

The Best Ticketing tool

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Zoho desk is one the most ticketing tool which I have ever worked. It's easy to use and great features. I will recommend to use this one.

Moving from another customer service platform to Zoho Desk

Apr 05, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: How easy it is to register new users.

Cons: Bad translation of some words to spanish (i.e. "Tickets abiertas" instead of "Tickets abiertos").

Overall: After several months using another customer service platform, our IT department decided to move towards Zoho Desk. At first, I felt overwhelmed with the very many different options, but the learning curve is smooth. I specially liked how easy it is to register new users : )

Easy to use

Apr 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: The ability to integrate with it's CRM and other third party apps make it very versatile and it's features make it easy to use by agents and managers

Great helpdesk solution. Zoho Desk

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use and set-up.

Cons: Some layouts and fields are not editable.

Overall: I've been looking for helpdesk solutions for a while now and came across Zoho desk. I had my entire team setup in under two hours without any previous knowledge of the software. The interface is simple and concise. This is going to be a great tool for my team going forward.

Great Software & Great Support

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Forums Feature & SLA

Cons: Nothing, The software is great

Overall: Zoho Desk is such a great feature to add to your line of customer support tools. You can easily integrate it directly with other Zoho Products (CRM, Mail, Chat, ect) and it's a seamless integration. Zoho Desk support team is great, They provide friendly and top of the line services and they get back to their customers at their earlier (which is a few hours) .

Recommendations to other buyers: No

Great software and support

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Like the modern, clean front end that loads fast. Support staff is helpful at Zoho. We use other Zoho products and are evaluating zoho desk for support tickets.

Great Product!

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simple. Fast. Powerful. Flexible.

Cons: None.

Overall: This allows people to motivate others by simplifying the CRM process to allow teams to tackle technical issues together.

Very Impressed

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Front-End
Features
Support

Overall: I'd compared Zoho Desk to ZenDesk before deciding on Zoho - found similar features with a much stronger, user-friendly front-end. Very, very impressed, and glad I gave it a proper shot.

Free Trial

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Features

Cons: Work Flow issues

Overall: Still exploring the product. Looks good so far. We need some customization and workflows to be implemented as we make progress.

Recommendations to other buyers: None

Ticketing system with a touch of CRM

Apr 04, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Admin access is very powerful and can make a lot of customizations

Cons: - Kind of confusing going through or back to other modules once a record is open.
- Some limitations on the export function (ie: contracts)
- limited integration with other systems/application

Overall: I love how Zoho provides not only the basic ticketing function as all other system does, but it also gives me the capability to add products and sales contracts to the customer profiles -
something that's only available to competitors via integrations, or none at all. Customization from admin access is almost endless, the system gives enough flexibility to cater to business needs. It's very user friendly too, and their support center is comprehensive you'll find anything you'll need.

Recommendations to other buyers: Know full well the business needs of your company so it would be easy to coordinate with their support if such features can be handled. I'm still on evaluation so this practice is recommended

Zoho Desk - Just what I needed!

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This the third product I've used of theirs - others being CRM and Books. I have found each very easy to setup and use. When I have needed support, they are very helpful.

Cons: Sometimes their helpdesk people did not respond the same day - but I kind of expected that.

Overall: This the third product I've used of theirs - others being CRM and Books. I have found each very easy to setup and use. When I have needed support, they are very helpful.

Recommendations to other buyers: I was up and running within a day.

Multiple Products , ONE AWESOME DESK

Apr 04, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Multiple Branding, Social Support

Cons: No arabic support yet :(

Overall: We have multiple products. With zoho desk we were able to unify support to one place. the ability to oversee all pending tasks is great and team and client restriction is great.

By Far, The Best Customer Support Software I've Tried Ever!

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've been doing business online for 15 years and have tried multiple software for customer support. Zoho Desk is by far the best solution I've found. Can't recommend enough!

Zoho Desk Support Software

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Zoho desk is the best help desk software we have found fast and easy to use! We have tried several others will little support.

Great service

Apr 04, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Great so far however I do want to attend a webinar to get a better understanding of the product. I found that is not easy to use as we like

Very good and useful tool

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: this tool is extremely easy to use, the interface is simple, it provides the relevant help when needed.

ZoHo desk review

Apr 04, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Very modern, fast tool, very helpful for resolving incidents. I would consider implementation for our company.

It's fantastic

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Zoho Desk is a fantastic piece of software with unique and similar features which can suit any company no matter if you're small or large.

Zoho Desk. Easy to configure

Apr 04, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: This is very easy to configure. With this tool user can get a holistic view of a customer which is very helpful.

Zoho Desk is a fantastic tool

Apr 04, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: My first experience with Zoho desk is satisfactory. They are easy to configuration. The the most interesting thing is they i can get a holistic view of a customer.

Zoho Desk for the World

Apr 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Zoho desk is well thought out, easy to use and administrate. The new layout is clean and intuitive.

Zoho Desk Review

Apr 03, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I looked at several help desk apps to manage our software product service and Zoho Desk was the easiest to adopt while being the most customizable and adaptable to our product and business. It also interfaced well with Zoho CRM which we already used. Easy choice.

My Zoho desk experience

Apr 03, 2017
5/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Value for Money

Comments: I was looking for a solution that could help me tracking my custumers requierements and zoho desk fit as a good tool. Although i need more time to explore more functionalities.

Review of the experience

Apr 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Features, easy to use, funcionality

Cons: the support of the tool waiting time it's too long

Overall: My experience was more than gratefull, the time on the support was a little long but efective so basicly everything was great

Recommendations to other buyers: not at the time

Awesome Exp

Apr 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Good for corporate
Handy for IT Support people

Good and easy UI

Good product from Zoho

Excellent Ticketing tool

Excelent product combination

Apr 02, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: interaction with yours apps

Cons: Can't see in spanish

Overall: Very useful interaction into applications, Very simple use, a lot configuration possibilities. i'm use help desk, project and CRM and its was excelents.

Great App!!!

Apr 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I still need to play more with the app but it seems to encompass everything one might need. There are a lot of menus.

Awesome UI & Very User Friendly

Apr 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: The newer version of zoho is definetely better than the older one. It is very user friendly and easy to adapt also. Anyday anytime i would prefer this.

Best service to assign tasks to team members

Mar 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: ease of use

Cons: white background

Overall: I started using this last month and now i am so addicted to it that i do not have to go to individual staff to assign work

Recommendations to other buyers: if the background color can be changed

Awesome Customer Service CRM

Mar 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Awesome Customer Service CRM - helps us track everything that our clients send to Support. Our clients receive responses promptly.

best experiences

Mar 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: the graphic interface

Cons: nothing

Overall: I'm very best impressed about the zoho desk functionalities. The system is complete and there are a lot of option for customizing the experience.

Recommendations to other buyers: no

The Best Ever

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: easy to use , more support system, more department , easy ticketing system, easy for agent, good for pricing,

Desk - This is a very long description

Mar 30, 2017
4/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It does most of what I want

Cons: The support from Zoho

Overall: We are using desk in the demo mode and having problems converting it over to the live account. The support desk from Zoho has not been very responsive.

Recommendations to other buyers: Do your homework

More than I expect

Mar 30, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments:
Easy to use. Easy to integrate with Zoho CRM and SalesiQ.

Within two hours was my first Ticket in our own house style done.

Sorry that we have not previously chosen for Zoho Desk. Saves a lot of search work and errors and brings satisfied customers because everything is strictly followed.

Thank you Zoho.

Great Service

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Really love zoho services. Integrates everything I need to run my business without costing me an arm and a leg.

Currently evaluating

Mar 30, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Evaluating

Cons: Evaluating

Overall: Currently evaluating but look very good so far. The UX is neat and very easy to navigate. I am hoping to use their product if satisfied.

Recommendations to other buyers: Evaluating

Zoho Desk is Superb!!!

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Its integrations, phone bridge capabilities and customer portal.

Cons: Needs more integrations with phone bridge companies and more ways to customize tickets (more customized fields).

Overall: This software does everything Brandmotion needs it to do!!! The customer portal is phenomenal. Customers can log tickets through the portal. It connects to Zoho CRM. Zoho integrations is exactly what every system needs and Zoho is the only company I know that does integrations across the board with all the functions of a business.

A great product for smaller support team

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Workflows

Cons: Community

Overall: Have use it for a time now and it fit all our needs that we have with a support system.. Many nice features with workflow, macros and the customer portal

Best For Starter

Mar 29, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use and having most of the function that we need.

Cons: Contact cann't be assign to multiple Account/Company/Department.

some time some user might not have the access to the ticket that raise by the same Company but in difference department.

Overall: It is easy to use, and having most of the features that are needed. Hope the application keep getting improve and deliver more value for us.

Recommendations to other buyers: Add Company and Department privilege or allow user to be add to multiple account.

Love this tool

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The integrations

Cons: Needs better support and training.

Overall: I love Zoho, Its so fun to use, and the integrations save me time and money. I have tried zendesk, autotask, and several other platforms. I love zoho compared to the competitors.

Very Good Product

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Very easy to use

Cons: Transition from Forms to Desk could be cleaner

Overall: I oversee IT for a home improvement/building supply company. Having a support ticket system has been extremely helpful

Helpdesk Review

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Its very effective, but it can be more user friendly, simple and attractive. Also have some complexities around set up and notifications.

Good quality helpdek

Mar 29, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Reporting, the ability to remotely access contacts pc through the ticket.

Cons: not always able to attach documents to replies, having to press the back button several times when trying to go back to the list of open tickets.

Overall: Since we have been trailing the paid version of the helpdesk we have found some very good features, I do like the way the reporting looks and the ability to export the reports, one downside is that when you change the report filters then you are unable to export, another problem I find is when I have completed a ticket and closed it sometimes I have to press the back button several times to get back to the open tickets.

The Best Software

Mar 29, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: The best customer demand and ticket management software. Without a doubt I found a system that I am a fan for ease of use, quantity of resources, support for my company, etc.

the best help desk environment

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: User-friendly, elastic, easy to use, customizable and fully integrated.

Cons: multi-language support is very confusing and hard to implement. integration with other tools (JIRA, Slack etc) is the only bad thing about them.

Overall: I have checked and also used many of ticketing and help desk software. none of them good enough especially complete solutions. ticketing, chatting, task management, community and knowledge base applications are great, easy to use and full-customizable.

Review of ZOHO Desk Tool

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use, user friendly UI and easily understandable.

Cons: Need to work on it more,to know about the cons.

Overall: Had planned to have a support desk activity for the company and tried out ZOHO Desk among other options. Had good feedback from the ZOHO Desk management and the support team for our queries.

Recommendations to other buyers: Not as of now,need to work on it more.

Great helpdesk software

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Zoho Desk is a great tool for a customer support helpdesk. It does require some training to be familiar with the software, but after training Zoho Desk offers a wide variety of features while still focussing on the core business, helping your customers in the best way.

Wonderful Experience

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Zoho Desk provides a wonderful way for managing tickets(CASES) and its process is quite very nice. Additionally it provided custom function which I used a lot for my project give a way to write your code for which events you want.

Good CRM Version

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use

Cons: Customer Support back up

Overall: Good system, if a little basic, have struggled to create reports and 1 or 2 problems importing databases. The customer support back up is a little slow

It is truly context aware. Reports & Dashboards are really cool. Loving it so far.

Mar 10, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: * COUNTDOWN MODE.
* The Reports & dashboards
* Auto suggestions
* Agent Collision
* Light Agent
* ROUND ROBIN
* keyboard Shortcuts

Cons: There are a lot of unused white space in a few areas.

Overall: The user onboarding part is good. It is truly context aware with the COUNTDOWN MODES. The Reports & dashboards add value to the product. Specially, the auto suggestions that pops up when we reply to our customers is a very intelligent touch. I personally like the Agent Clash feature. It helps a lot, so that we are not clashing to view and work on tickets. Though not using all the features, we are exploring it day by day. Loving it so far, I'd certainly recommend for users who need a good customer support tool.

Ssssssh!!! Didn't I said anything about the "Light Agent" feature. It is free and you can add unlimited agents. This is for agents who just want to read tickets and update their comments there. Try it out folks, and you will love it too.

I'm exploring the ROUND ROBIN feature now. It would have been nicer if Zoho Desk would have added SHIFT/REGIONAL based ticket assignment between agents. Hope the team will consider this in the future phases. Special mentions to the keyboard shortcuts. They are cool.

I'm looking forward for a much more compact view in the places where the product has some white unused space. Also, some cool colours as themes would be a great addition.

Recommendations to other buyers: I'm looking forward for a much more compact view in the places where the product has some white unused space. Also, some cool colours as themes would be a great addition.

New User and Love It

Jan 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've only been using Zoho Desk for my business customer service for maybe less than 3 months and I'm so happy I stumbled upon it. I was searching for an affordable "help desk" for my users to access and Zoho provides just that. I'm familiar with a lot of their software and enjoy their email but this was heaven to find.

Very easy to use. Affordable (and great features in the free option). Perfect for small business!

Great features

Dec 30, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: This product has great features and functionalities but could use some improvements in UX. Highly recommend for those looking to captivate a larger audience.

Made My Job MUCH Easier

Dec 15, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: I manage a tech support team for one of the largest computer manufacturers of our time. Zoho Desk has made my job so much easier. The ability to track tickets from start to finish is just what I Needed!

Great Help Desk Software!

Dec 11, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: