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

512 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

So far so good

Jun 22, 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
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Pros: What I like most about Zoho Desk is that it integrates with Zoho CRM. It's a HUGE plus when a message comes in and I can instantly see all the information about the contact.

Cons: On the dashboard you get the option of showing all the different ticket types. There are a few that we will never use so I'd like to get rid of them.

Overall: An easy way of communicating with my clients.

Prompts different URL since I travel a lot.

Jun 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Ease of use and has all the features we require. The interface is simple, the reports are insightful and the setup was very easy.

Cons: Integration with Zoho CRM only bidirectionnal, we should be able to make a unidirectionnal setting for the contacts

I am fond of the Zoho product suite due to the high available integration offered.

Jun 22, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Zoho offers fantastic integration between systems to service, sales and finance for our company. It also provides a platform that allows for a clear company growth path without the need to commit to expensive systems upfront.

Cons: I would prefer should Zoho offer limited ability to customise systems at the lower end of the product offering. The only other area possibly that can use improvement would be the ability for the service portal to have the ability to manage MIF and contracts as a default.

I find zohodesk very easy to use.

Jun 22, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy to administer, easy to keep a track of stats. Dashboard is very easy to understand and keep track of tickets.

Cons: I dont find any cons as yet, except for that maybe the UI could be made to be a little more user friendly

User friendly application. Flexible to use

Jun 22, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Automatic ticket Generation by Chat and widget Forms.
Automatic ticket assigning to Agents.
Good Remote Assistant tool.

Cons: External Integrations.
Telephony Services.
Import/ Export files.
Social Media Connectivity.
Work flows and Macros

Overall: Help Desk integration with my own web Application for generating Ticket status .

more features but user interface is not cool. also sometimes confusing to understand.

Jun 22, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: more features but user interface is not cool. also sometimes confusing to understand. still recommendable

Clean UI and quick response to menu selections

Jun 21, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Keyboard shortcuts were the most helpful. Customizable templates are a great feature that we will evolve as our needs change.

Cons: Background colors are bland but this is pretty minor. Some keyboard shortcuts could be easier to access like the "add ticket" key combination. Maybe instead of T + + it could be A + T.

Overall: Ticket tracking that is searchable but there is so much more that we have not had a chance to use yet.

Surprisingly easy

Jun 21, 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
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Pros: The ease of use for a nontechnical leader that needs this level organization. Also, it's customization fits my small business.

Overall: I was able to use it to win new business that requirements Help Desk Tools.

Excellent

Jun 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
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Pros: Easy to Use
Integration with other Zoho Apps
Advanced Reports
Easily Customizable

Cons: Prompts different URL since I travel a lot.
Seeks User ID and Password and it seems to work if I am in different zone

Easy to use, speedy, good personalization, mobile app, and dedicated customer care.

Jun 21, 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
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Pros: Definitely ease of use, configured the IT service desk in 4 hours.
Mobile access via Android devices.
Customization interface
Reports area.
Customer Happiness.
SMS Addon.
Various User Channels to facilitate Service Desk reach.

Cons: Lacks Asset and change Management per default.
Filter option didn't get saved in each web browser session.

Overall: Changed from manual control sheets to a solid cloud service desk system.
Speed up the ticket and report processes.
Got mobility using mobile app (Android), extremely useful for external clients.

So long it's been productive at most, we expected (and need a little extras) but it is great.

Jun 21, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Micro: The built-in features like task associates to tickets, the capability to customize almost everything , the macros, the temp to the emails (is huge because we've been trying a lot of customer service software and even this is important, most of it doesn't include templates to instert in the answers), the reports are awesome. Macro: The Modules in general are very well design and we think is user-frendly above all.

Cons: The integrations... We need a core software center that integrate to the apps we already use and the channels we already have, but zoho desk integrates almost only with its own apps. That's a big downside for us.

Overall: First off, the free trial is a big "thanks". Second, it help us to make little changes that improve our service

We installed Zoho Desk for a customer, it was very easy

Jun 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
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Pros: Ease of use for integrators and users
Well desgined
Workflows are a must to configure efficiently
SLAS

Cons: Integration with Zoho CRM only bidirectionnal, we should be able to make a unidirectionnal setting for the contacts

Overall: We had to implement a support solution for a client, and we very quickly decided to choose Zoho Desk, which is a top-notch solution regarding support desk software.

Great support features and easy to use interface

Jun 21, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: This software gave me the ability to help my customer and created a transparent platform for both parties.

Cons: Hard to add agents and deleting those who are no longer with the company. Support from Zoho are also very limited in the free version.

Overall: Ability to manage tickets and build better relationship with my client

Great software, keeps me extremely organized

Jun 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
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Pros: The software is laid out very logically, and was easy to use from the get-go. I had no trouble figuring out what was where. Zoho Desk has helped me keep my support tickets organized (I run a 1 person online store that gets lots of emails), and I'm not constantly forgetting to reply to people anymore.

Cons: I wish there was better integration with Wordpress/Woocommerce, but it's not a big deal. A nice feature would be to create an entry in Zoho CRM for anyone who submits a ticket - as far as I can tell, the integration only goes in the opposite direction (Zoho CRM -> Zoho Desk)

Overall: No more missed support requests.

Great App

Jun 20, 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
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Pros: Ease of use and has all the features we require. The interface is simple, the reports are insightful and the setup was very easy.

I looked at everyone first...then went to Google. I do not need to be a rocket scientist!

Jun 19, 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
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Pros: Simple. Easy to use. Easy to set up. As mentioned before, I did not need to be a rocket scientist. Google made it easy for me to make the decision to go with Zoho Desk. If you want simple, then go with this application-and focus upon what you do best!

Overall: I do not need to think about what I need to do next, the product allows me to do what I love and help my customers with fast, effective responses to their needs

So far, the evaluation has been great. We are definitely considering the potential of this suite.

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

Pros: The options for customization is great. The interface looks great.

I love the fact that it connects to Zoho CRM.

Cons: Doesn't have all the connectivity for different external apps but they are working on this. They are looking at having new system options that allow you to connect to external apps.

excelente tool

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

Pros: The software has a lot of features, even for the free version. This is definitely a professional ticketing system that almost any size company can use. It may seem a bit intimidating at first, but you get used to it quickly.

Cons: The free version does not have the CRM integration that their other apps have, which is kind of a bummer. I wanted to try this out before upgrading it. I guess we will have to manually create tickets.

tried it out and have not had issues. ease of use is very good.

Jun 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: Not
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Pros: Handling of projects is easy and intuitive. Easy to share specific things with clients. Intuitive interface.

Cons: Would like to be able to auto create tickets from tasks and and created project tasks from tickets.

Overall: Helped client organize their projects

We have been testing for about three weeks and so far, we are able to do everything we need.

Jun 19, 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
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Pros: Support team is wonderful; most of the functions are very intuitive; love the customization that is available; love how the notification system works. love the phone app to stay on top of things.

Cons: chat routing is dependent on Sales IQ which I had not planned on implementing yet. i wish that it pushed new contacts into CRM, I would like more tags for when an email is sent in (like #original_sender;

The experience using Zoho desk has been very good, we've been testing lots and they right at the top

Jun 19, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I'd have to say that I like the sync between their CRM and the help desk and the way in which they handle the ticketing process, its very smooth and yet still powerful.

Cons: There are some UI choices that they make that kind of confused me, and still confuse me. Its something that probably I'll get used to but getting back out to my over all view of tickets is a slightly hard job.

easy to setup and manage.

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

Pros: a lot of functionality in plans. Very good arrangement of functionalities. Setup was quickly and simple.

Cons: better ios and android applications. possibly to make a custom plan with different functionality. better price by the bundle.

Found to be an Offering that is WELL THOUGHT OFF and quite simple to use and does what is expected.

Jun 19, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Strong Analytical tools and SLA integration is a Major plus. Agent view and Telephony Links and Chat tools are innovative and these are the tools that will bring about customer satisfaction.
Added features of customizing the product is a HUGE PLUS as for instance we need to bring in SUB MODULE which can be customized to our needs and build analytical reports that can be presented to the end customer of ours.

Cons: Support to help to guide us in the initial period. I need help setting up so i can easily decide to PURCHASE the product.

Overall: We are software providers and our use of the support tool is to extend to our end customers

Fine solution for a small it department

Jun 19, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy startup and straightforward way to use the normal procedures. A good way of making simple procedures and to assign tasks automatically.

Cons: It is not visible wich elements are a part of the free version and wich are not. Allthough I had a contact to support via mail, this did not make it more clear what was a part of the free solution.

Easy to set up and navigate. Everything is displayed centrally making the experience seamless.

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

Pros: Ease of use and setup. All the information is presented in a clear manner making it very easy to configure and apply business rules to what you want to achieve.

Cons: The application could be presented better, with more colour rather than what is on offer at present. Not a show stopper but something to consider.

Good Support Software

Jun 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
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Pros: Easy of use some features can be a bit hard. Also a Play option would be nice to have so you can automatically go through the tickets

Zoho Desk enabled us to embed a fully fledged help desk in a short timeframe.

Jun 19, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The live chat and community forum together with knowledge management makes it on of the top support desk software for ISV.

Cons: The authentication for single sign on for users when embedding Zoho Desk within our app with not available.

Overall: It enabled us to quickly embed a specialist help desk and knowledge management tool within our software.

good to use portal. have different features but user interface is not bit poor. bit complex but ok

Jun 19, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: good to use the portal. have different features but the user interface is not bit poor. bit complex but ok to use.

Seems good so far

Jun 18, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Price Is Very Reasonable interested in looking at help desk software also. But looks very easy to use

Love This!!

Jun 18, 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
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Pros: It's easy to use and navigate, especially those using a platform like this for the first time. There is nothing too out of range for any level of business to best implement this within their businesses. Happy I found it.

Cons: I wish I could afford all the features as a small business (lol) - that's not a negative, however. I haven't been given any reason to not like anything about this product.

Trying to migrate from Redmine. It has been easier than I thought it would be.

Jun 18, 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
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Pros: Integration with the rest of the solutions is pretty simple and prebuilt. API and hooks are very good for making connections to outside products.

Cons: Integration with non-zoho products is a challenge. If you color outside of the lines that Zoho builds it can be a challenge

It is good support software to use. It helped me a lot. I was able to get good amount of feedback...

Jun 18, 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
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Pros: I like User Interface the Best
It can integrate with lots of apps
It has multiple ways to do things.

Cons: Not any major con. It should provide Softwares to integrate other than Twilio in phone systems settings.

Very happy so far

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

Pros: Simple, easy to use solution for help desk functionality, built into the Zoho ecosystem. We really like the self-help feature for our clients.

Cons: It allows some customization, which can be confusing to tackle at the start, but adds value as you get into using the product.

Not to bad so far

Jun 17, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The ticket system,I have not used many of the other fetures to really to say anything about it so far

Helped us track all requests at one place.

Jun 17, 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
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Pros: Ecosystem of products such as forum, knowledge center email support etc. We have been using Zoho products for a few other uses as well.

Simple and Efficient

Jun 17, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: With ZOHO force this ITSSM market will be flexible for every instance of the sector. Such as SMB's but mostly many startups will be using this kind of products.

Cons: It's a late but efficient product from Zoho. Marketplace integrations need to be more or not. IT's the new defacto for marketplaces. Cloud operation is the different business I hope Zoho will handle that part also.

Excellent support system for a software company

Jun 16, 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
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Pros: We operate a SaaS product at our company and therefore require a good support system. Zoho Desk has impressed us with:
- Incredibly low cost, much cheaper than Freshdesk and other competitors.
- Very good automation rules, allowing us to simplify the work we do
- The ease of set up through an easy interface
- The ability to maintain a comprehensive user portal for our product.
Ver well done, Zoho

Cons: The API and its documentation needs to be elaborated on, it was a bit confusing to set up the integration at the start.

Overall: Streamlined Support System and easier management of the tickets.

I am enjoying it. Very helpful!

Jun 16, 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
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Pros: I am enjoying it. Very helpful! A lot of features, easy to use. It is just wHat I needed and looked for in software.

Zoho Desk is the perfect application for my personal task management. It is far superior to Outlook

Jun 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use, intuitive, with perfect functionality--neither too few nor too many functions. The cost is very reasonable. This is a very affordable application as well.

Cons: I have not tried to use it as a group application. Not clear yet how this works. The important criterion will be the learning curve for new users.

Great for small and large teams

Jun 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Very easy integrations with Zoho CRM, Twilio, and other systems make this software very easy. Love the layout, design and ease of use.

Zoho Desk is easy to use and you can see what happened with all the issues related to the ticket.

Jun 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Great dashboard and admin panel. Also great to have complete track of everything in one central place.

Easy to make it run.

Jun 16, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: You can make it work easily and fast enough to drive the new project. You can use default email template for basic automatic response and your own template after.

Cons: It 's not very fast. And some functionality like report are not working at 100%. You can have some difficulty in synchronizing your customers in your database and zoho database.

Overall: Make it run quickly but you can't make it all you can imagine.

Useful, Quick, But at times confusing.

Jun 15, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Syncing custom fields between CRM and Helpdesk. Using the Status view to keep track of Open tickets as well as waiting on customer and scheduled for later.

Cons: No Automatic Time logging. Unable to paste images into tickets (have to insert them as a photo if we'd like them inline in the text).

Overall: Keeping support organized.

Have been using for a short time, still not using to our fullest potential but it will take time.

Jun 15, 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
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Pros: Much better than what we were previously using which was a home grown system. Our company likes the multiple features/apps available and integrating with other features.

Cons: The user interface could use improvement. Visually it is hard to tell where to fill in/click certain things. Not as obvious as I had hoped it would be. Importing our information was decent but many dates are incorrect.

Excellent. Well worth it

Jun 15, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy to use. Excellent features. Multiple users and agents. Easy to respond and close logs. Good value for money

Cons: Cannot block users from logging unnecessary logs. I have tried this before and haven't had any luck. Perhaps there is a way which I have not yet discovered.

Overall: I get to assign logs to consultants

Value for money

Jun 15, 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
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Pros: The software has a lot of features, even for the free version. This is definitely a professional ticketing system that almost any size company can use. It may seem a bit intimidating at first, but you get used to it quickly.

Cons: The free version does not have the CRM integration that their other apps have, which is kind of a bummer. I wanted to try this out before upgrading it. I guess we will have to manually create tickets.

Overall: Full-featured ticketing system for free.

easy to use, but some functionnality doesn't work well or are too strict.

Jun 15, 2017
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Zoho is easy to us, you understand quickly how to make it work. It is fast to configure to make it efficiently.
Zoho makes simple the email and ticket managing.

Cons: extracts limited by 2000 results
synchronization with an own database is not easy
report creation very limited.

Overall: Easy to use but some work to make it perfect.

Fresh Support Experience

Jun 14, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: Not
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Likely

Pros: Th new design is really intutive, though you have to get used to it. It has all the fields sorted out at the right places.

Cons: A lot of important features are missing in the free version and a paid subscription for a startup is quiet a hole in the pocket.

Never seen or known of a better app

Jun 14, 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: Never seen or known of a better app, it made our business operations, tracking, and processes easy to follow.

Overall: Organizing trouble tickets, ability to solve them faster.

Still testing, but overall so far so good.

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

Pros: Very rich feature set that covers all the bases for a small company just starting it's customer service function.

Cons: Live chat not available on free version; connection between Zoho CRM and Zoho Desk is not (yet) easy to figure out.

Overall: Integration between support and sales functions

Excellent

Jun 14, 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 and functionality. The ability to manage customer query's with ease. Excellent case management software

Cons: Trial period is short for testing out full feature suit before committing to a purchase. Would like to see this extended in the future

We are extremely happy with the use of Zoho Desk.

Jun 14, 2017
4/5
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: We have been already using Zoho CRM so using Zoho Desk seems to be a good option for us since we can use all our leads and contacts in our CRM in the DESK as well which enables us to have a fully automated flow.

Cons: The only things seems to be missing is the step in retrieving accounts from CRM to DESK. It still needs a manual work which might slow us down.

Overall: Tracking the customer expectations and also effort planning in our customer success team will be much easier.

Zoho Desk is a flexible helpdesk system that integrates well with other Zoho offerings. It provides

Jun 14, 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: Easy to start with a basic free setup and upgrade as your company grows or develops the need for more features.

Cons: It's a little bit limited and I may outgrow it eventually. But without it I wouldn't even get started. No on-site version for those who distrust the cloud. No dedicated asset management features.

Quicjk, Easy

Jun 14, 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: The integration between CRM and support Desk, caters for all our needs. The first time support has full visibility into a clients history and services procured

Cons: The fact that the modules are working separately, for some plug-ins we require the data for different modules to be exported which is not catered for

Overall: Company Visibility across multiple departments. A centralized repository for contact's. The ability to manage our pipeline

Complex yet simple to use

Jun 13, 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

Pros: The software has a lot of features, even for the free version. This is definitely a professional ticketing system that almost any size company can use. It may seem a bit intimidating at first, but you get used to it quickly.

Cons: The free version does not have the CRM integration that their other apps have, which is kind of a bummer. I wanted to try this out before upgrading it. I guess we will have to manually create tickets.

Overall: Full-featured ticketing system for free.

amaxing

Jun 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: integration with email and social media. we were looking for a software that can take customers from any forum and help us track and answer their problems

Cons: price. There should be a cheaper version as well. There are many startups that need zoho desk but it is little pricy though it has features that totaly justify the price

Overall: e-com

The new zoho desk brings together all the benefits that enables a fully functional service desk!

Jun 13, 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: Automation, customization - brings a lot of features such as modules, templates, fields customization and the option of mapping dependencies whici is a great plus, customer portal is good also.

Cons: Still needs work on import/export and migration from other IT support/crm tools. There have been reported some issues with imports from other tools.

Overall: IT service management experience.

Lot of functions, rich GUI

Jun 13, 2017
4/5
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: Zoho Desk is features rich, with all we need to work in our business. In a software selection between several solutions, it is the best we tried.

Cons: Just a bit difficult to find what we need, as all the features is has can be overwhelming. Could be simpler.

We use this system for the rental service

Jun 12, 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: We are the company that working on rental service of device that includes powerbank+internet provider. It was very helpful and useful system for us.

Not enough time to evaluate

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

Pros: Many features implemented, but we would like to test the chat and we had technical issues with that in the give timeframe.

Cons: Many features implemented, but we would like to test the chat and we had technical issues with that in the give timeframe.

Overall: Feature rich.

Great tool to use

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

Pros: The round robin feature is amazing, help the whole team to receive emails with ease and help us identify areas of improvements in email support

Cons: More features has to be added to allow the teams to check all the data recorded and analyze the numbers significantly

Great value, some simple features missing but overall great

Jun 09, 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: easy to set up, good UI, all the features of the big money programs for less. workflows/automations are as expected.

Cons: some small simple features missing but overall nothing major. getting someone on the phone during business hours is difficult due to the time change.

Overall: great value.

We're looking for a help desk software that can be started quickly.

Jun 09, 2017
4/5
Overall
5 / 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: Easy to Use
Scalability
a nice interface
The ability to add more agents
Web design
High Disponibility

Cons: During the period of test, all the features are not availible so you can't test every thing even if you are a ZOHO Customer for other modules

Very easy to use and customizable solution for our needs.

Jun 09, 2017
4/5
Overall
5 / 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: It is very easy of use. Customization possibilities, Speed, Common tables with CRM customers and contacts. Possibility to see open tickets from CRM. Modern look and feel.

Cons: Not a total integration with CRM yest, even if it is going this way. The security model from CRM is not integrated within Desk.

Overall: Prioritization of tasks, efficiency improved.

Very easy to use and customizable solution for our needs.

Jun 09, 2017
4/5
Overall
5 / 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: It is very easy of use. Customization possibilities, Speed, Common tables with CRM customers and contacts. Possibility to see open tickets from CRM. Modern look and feel.

Cons: Not t a total integration with CRM yest, even if it is going this way. The security model from CRM is not integrated within Desk.

Overall: Overview of the workload in the Tech Support Area. Prioriotization of tickets. Efficiency.

Easy interface to use

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

Pros: Easy to setup and understand, It took very little time to adapt and understand. I was afraid to switch my business model to a ticketing system.

Cons: I do not have any thing bad to say yet. may be does not integrate with other managed service providers programs

amazing help desk softwre

Jun 08, 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: -Eazy to use.
- fast
- mobile app!!
- amazing
love it
best help desk
cool features
nice gui
excellent product

Cons: no compatible with RMM tools

Great tool, need to spend a little time learning the ins and outs to customize it

Jun 08, 2017
4/5
Overall
3 / 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: Full functionality you would expect in any Help Desk Tool. The automated creation of a trouble ticket when an email arrives is a very nice feature. It is also valuable to see the history of a particular submitter and be able to pull in content from a knowledge base in responses.

Cons: This requires some in depth thought and testing on how to configure exactly for your needs. There are many features and you need to use youtube and the help pages to really dig into it.

Powerful Helpdesk Tool That's Fully Customisable

Jun 08, 2017
4/5
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: Zoho Desk is flexible and reliable, and easy to configure. If your requirements change you can simply re configure the package.

Overall: There was a lack of statistics and ticket logging in the Academy and this was a major issue. By implementing Zoho Desk this has give staff and effective way to log calls with the support desk. But as a support desk we can now clearly report on statistical data on productivity

I felt very comfortable using this system.It´s complete, fast, integrated. Simple to setup

Jun 08, 2017
5/5
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: Integrated to other services like CRM and the use of data is perfect till now.

I setup and put to run in 3 days. My co-workers dont had trouble to learn to use.

Overall: Job automation
data control
ticket control
organization

Very good experience

Jun 08, 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

Pros: reasonable price, I like the look and feel of the site. I like that it integrates with cam and invoice programme.

Cons: It is quite complex at first. The multiple user licence can make it a bit hard to manage and you have to be careful who you roll it out to.

It is very good software and easy to use

Jun 08, 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: It's ticket features and knowledge base. At the moment we are under the testing process so could not tell much about it.

Cons: Too many options to check. Also i am not able to use our own email ID. It is containing zoho in trial of email ID.

Nice Software

Jun 08, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The software Zoho-desk has the best pricing compared to all the other softwares of helpdesk like frontapp, zendesk etc

Overall: We could manage our helpdesk

Very good solution, fits my purpose

Jun 08, 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: Ability to easily customize and very flexible, simple interface for users. The software comes with very good support system too as the Zoho technical team is always on stand by to help

Overall: Key benefit is the customer reviews I received, they were very happy with our improved system .
Tthis application directly fits my purpose. I have worked with other applications but this is by far the best.

Great functionality.

Jun 07, 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: This software is very easy to use. The new format released looks nice and handles our support needs in a very seamless manner.

Cons: I'm not impressed with the communication with the CRM. We bought the package for the CRM and support portal to work together. However, we have to switch back and forth quite a bit. I have not yet found an acceptable fix.

Overall: I love that the Desk product is included with our CRM package. It keeps our costs down while moving our productivity up.

zoho desk is a easy to use and complete suite for it support.

Jun 07, 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: we love the clean and responsive interface also the integration with other product solutions and different modules.

Cons: small time for trial,During the trial i spend time due to limit resources on videos how can setup the solution.

So far so good

Jun 07, 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: you dont need to be professional to use it, just need a little bit of time to get use to it. I highly recommend

Cons: Videos needs more to explain, I had to go to youtube to find videos for Zoho Desk to learn instead of having option the main site for video

Very Easy to Setup and make changes

Jun 07, 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: Work flows are amazing here. Makes managing tickets so much easier as so much is dealt with automatically. Tickets transition faster and dealt with quicker as the flow is just spot on.

Cons: It's a little over cluttered. There is just so much on the screen at any time. A lot of options can be consolidated or hidden.

Great Tool for Customer´s support

Jun 07, 2017
5/5
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: Ease of Use & Implementation. Great User Interface. Mobile App for agents. Reports customization. Multi Brand.

Cons: Import Data, needs to be more flexible when trying to move an existing ticket information form other database.

Support alway prompt and on top of issues.

Jun 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: Easy to fix design, no experience needed. I like the free SSL and also can use my own subdomain for support.

Cons: Put a day aside to get it organize and be patient. It can Uber frustrated to find how to get it up and running but I think it is the same for everything new.

Overall: Easy to support our members.

Streamlined and VERY customizable. Unlimited potential I would say

Jun 06, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Customizable to my workflow/ company structure
Able to add multiple departments and automate repetitive tasks

Cons: The customizability leaves a lot of room for mistakes or inefficiency i.e. saying there's 9 ways to skin a cat when I want to know the best way to skin a cat...

Overall: Organization to our very chaotic customer support system.

It's a really useful tool for Service Desk, I fell very confortable using it.

Jun 06, 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 structured by modules
Offer remote connection
I can review all tickets and its status
I can get graphics about the staff performance

Cons: More options to get some reports; customize information to present reports to our clients. I think could have integration with more applications

Overall: Easy control and administration, offering our clients a friendly interface; As well as a fast and secure connection method.

Nice dashboards, a lot of features

Jun 06, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: - A lot of great and useful features
- Dashboards are really nice
- User portal is easy to customize and looks really nice.

Cons: - No customizing of the layout of the helpdesk like the color and logo.
- Maybe you could change the way of creating supervisor rules. Now I first have to create a field change, then I have to create a warning and after that, I can create a supervisor or macro rule. Freshdesk is a good example of creating supervisor rules easily

Overall: The software has most of the features our company is asking for. The thing we miss is to customize the layout and color and logo of the helpdesk portal. We also miss the feature to add custom apps and api's to this helpdesk

Great all business solution

Jun 06, 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: The large suite of features that can bolt on as the business grows. With any software you have to invest time and resource, so this allows for a good investment

Cons: Whilst the integration is great at certain levels, I do find points where it's not tightly integrated enough.

Great experience . Great Tool . Very handy

Jun 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Ease of Use, Mobile App, Quick Implementation, easy to setup workflows. Good User Interface , value for money

Cons: Limit on no. of workflows. .

The software helped me to reduce most of my routine tasks. It's simply awesome.

Jun 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 way in which tickets are rendered is the best part in this software. I would like to recommend it since it has many features which makes my work accurate.

Cons: The navigation is not good. When I refresh, it should reload the current page. But in setup, when I reload, it switches to main setup page instead of current setup page. Window hash can be much more updated.

Overall: Easy to use and minimize my work with accuracy.

Friendly

Jun 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: I like the ticket system Zoho has. It allows me to view my open tickets as well as my closed ones. I also like the waiting on customer feature, which allows me to keep track of all my clients on a timely basis.

Cons: I do not like the lack of an inbox type folder. Although the "open tickets" folder acts as a general inbox, I think Zoho needs something other than that to operate.

Overall: good customer support

Better than Zendesk

Jun 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: We were looking for a solution that would integrate with our other processes. Zoho makes that easy. We use the whole suite of Zoho products and the integration works really well.

Cons: The navigation took a little bit to get used to, but it's second nature now. But really, I'm nit-picking. We've been happy with Desk so far.

Overall: We need a help desk solution that works with other software we use. Since Zoho has great project management as well, we're able to use both of these together.

Pretty good so far, still learning to use it at its best.

Jun 05, 2017
5/5
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: This platform is fast, clean, and easy to use. Lots of features can be edited and transformed in what you exactly need.

Cons: Would be a nice if several features would be editable. That would ease a lot the workflows that every company use day to day.

sleek UI and has everything I need

Jun 04, 2017
5/5
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: The way dispatching tickets is very intuitive, agent can navigate what most important for them.
Knowledge base is fit in general purpose.

Cons: I need to work some complex stuff to integrate with my own content management system provided to my customers.

Overall: first it streamlines our technical support staff severing process.

So far it works and supports is helpful

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

Pros: Customer support response fast for any inquiries I have.
Few times I asked something and the response been SATISFACTORY

Cons: limitation of features. It seemed it has fewer features compared to its competitors. However, I am still happy with it

Great software, easy to use and manage.

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

Pros: Ease of use and how quick it is to set up. The user interface is very nice looking to, making the whole experience a good one.

Cons: Permission editing only available in paid version and promoting to super admin is something you need to look up to do achieve.

We are using Zoho Desk and it

Jun 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The ability to track agents' responses is one of the best feature of this software. It allows Managers to track and evaluate agents' performance.

Cons: I feel there's too much information on the page which can confuse the user. Also, I would prefer use of different colors to identify different functionalities.

so far so good really nice product very easy to use

Jun 02, 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: I love the fact that its web based and offers several modules/add-ons....I am looking forward to taking a deeper dive in the desk add-on.....

Great tool to keep track of issues

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

Pros: We were looking for a system to use to keep track of open issues and Zoho works great. So glad we started using it.

Cons: I wish the tablet app would allow the user to add an attachment to a ticket. Also, I can't seem to figure out how to modify the account list.

The webform is great and very easy to setup and integrate with my current website.

Jun 01, 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: Free apps are very good to provide support from anywhere. Very easy to respond to tickets. The webforms are very slick.

Cons: Unlike webforms, the Help Center is difficult to integrate into my current website. The apps are great, except unable to access articles and help library for ease of response.

Keep all your data accessible across specialty systems

Jun 01, 2017
5/5
Overall
4 / 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: Great at capturing data from customers so that you may have the information you need to make better decisions and provide better support.

Cons: I was sold on Zoho because of the integrations between the several Zoho applications, but I've seen that it has some difficulty in making it all work seamlessly.

Overall: Combined 4 systems into one platform. Website, visitor tracking, customer communication, CRM for sales reps - everyone gets access to the same data instead of using separate systems and exporting reports every month.

Professional and affordable customer service software

Jun 01, 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: We have been using Zoho CRM for +1Y and this is the perfect addition if you are looking to integrate your CRM with a Customer Service tool. During our evaluation (we have been evaluating other solutions), Zoho desk will be our choice. The best is you can integrate Zoho Desk with AWS Connect

Overall: Manage our entire Service Desk unit.

So Far So Good

Jun 01, 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
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Pros: The system is very quick and supports almost all features that we required. It didn't take long to customise to our needs.

Cons: Some of the views are hidden and we have put some feature requests to Zoho for things we believe should be included - we shall see

This software platform has got to be the easiest way to serve customer needs. I love it!

Jun 01, 2017
5/5
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
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Pros: The easy to install chat and ticket system provide me with all the tools I need to manage multiple client request easily, quickly and efficiently.

Cons: A bit hard to navigate at first, but quickly it became clear how to access each module. A tab set of modules would make things better and easier to find and keep open all at once.

Overall: Ease of use managing client requests

I set up a ticketing system for our small company who sells products globally, and it is usefull.

Jun 01, 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
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Pros: The ability to create a ticket system with alot of extra options, like the knowledge base and automatic mails

Cons: It can be a bit complicated at the start, if you just want a simple system, there are parts that you can not switch off when you want a simple system.

Overall: implemented a ticket system

Best Free Software

Jun 01, 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: Its User interface is easy to use. We can easily understand to use with little knowledge of the services through its guides.

Overall: Less time dealing with cutomers

Easy to use but visibility of menus and options is not so great.

Jun 01, 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
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Pros: Multi options and multitask capability.
Easy when you get used to it.
Ok UI
Options for downloading report(limited)
Options to add multi agents.
Options for customer interaction(but limited)

Cons: Not so descriptive icons.
Slow.
Keyboard shortcuts but without any confirmation causes us undo actions a lot of time.
Visibility of options..
Reports are very limited.

Overall: account management.
service request management
reporting
team accountability

I loved it so far.

May 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
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Pros: Fast, user friendly. We also use zoho crm. Good integration. We are happy to use this software as a service.

Overall: Easy to follow all emails. We are happy to use this service.

Good, intuitive software

May 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: It is very intuitive for users, customisable. Support is fast and educate as from Germany as from U.S.

Cons: price is little bit high, we had problem with synchronization of mails by IMAP in CRM, impossibility build custom fields in all modules

You need a IT Service Desk Tool? Zoho is the right decision!

May 30, 2017
4/5
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: Zoho has in my opinion the greatest value for money. you get really all in one IT ticketing tool which is also extremely easy to use. I was spending many hours to evaluate other potential solution but came to the conclusion that Zoho Desk is the right decision.

Cons: There is not much i can complain about. Maybe the documentation could be a little bit better but the tool is mostly self explaining.

Great product

May 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

Pros: Love the simplicity of getting going, IOS and Android app, and customer portal are great features for a very well priced product

Cons: The product is fantastic and I have no complaints regarding the use of it. I would like to see ITIL compatibility eventually, but for now its great.

This app faithfully served me for years.

May 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
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Pros: Customer support and for the free version is very useful and complete tool. Make's me buy a full version.

Cons: It does not have a minimum remote tool incorporated (like ZOHO Assist). At least if we would have Zoho Assist with a better quality and faster but for now is pretty much unusable.

Overall: Customer support and for the free version is very useful and complete tool. Make's me buy a full version.

So far I am pleased with the zoo products

May 30, 2017
4/5
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: It is very easy to use. The products integrate with each other for a unified customer service experience.

Cons: When you start adding up all the features you want on the "A La Carte" menu...it really starts to add up....hard to justify to upper management. Right now I am trying to get everyone on board with this new change.

Overall: I am trying to get my team on board - the ease of use with this software is making it less painful for them to accept.

Allows us to centralize our support channels

May 30, 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
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Pros: Easy to set-up and Intuitive to use. More powerful than what we expected and the interface is very modern.

Cons: Although integration with our crm was easy I would prefer more control over how it integrates so we could have more flexibility.

Overall: Centralized customer support.

Everything positive so far

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

Pros: Ease of use. From an end user point of view it was very quick and easy to get up and running in a short period of time.

Cons: Administration sometimes confusing. Finding where to configure everything was not always as quick as it should be.

Its a good experience, because CRM and DESK is integrated

May 30, 2017
5/5
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
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Pros: The interaction between ZOHO CRM and ZOHO DESK is very important because you have a initial history client (Negotiations) to actuality (Tickets)

Cons: I like ZOHO but, the test time is very few. 15 th days to test don't have view old particularities between ZOHO CRM and ZOHO DESK

Overall: You have a control of prospects, clients. I can view the incidents my employees and y know how many incidents don't be closed.

Zoho desk is a good robust system that is easy to use.

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

Pros: The interface is very user friendly and I love the look as well. I especially like that I can embed it onto my website.

over all best

May 30, 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: reliable company who attend each clients very well, customer support is great, over all experiance 4 starr

Cons: bit difficult to understand, even though can b learn with their guideline , once learned cant go with desk

Overall: ease of customer handling

Great UI ease of use

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

Pros: Great UI ease of use , different departments creation , workflow creation social media integration

Cons: little price for small startup , if there could be a lower priced version for small startups who need to create different department

So far it seems better than Freshdesk

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

Pros: The UX provides a lot of functionality, especially around ticket flow. Visually it is very consistent.

Cons: I would like to see more robust integration with Zoho CRM and the Atlassian product line that we use for other products.

Using zoho desk at the officer for customer support tickets.

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

Pros: The clean, easy-to-use interface.

I have been using the web-based interface and the IOS app. Both are really easy to use and look very good and professional.

Cons: It is still not a complete solution. For example, it is missing timesheets management.
For example, when an agent works on a ticket, if he/she could also record the time for payroll processing, that would be great!

Easy to use and great customer support

May 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: Very straightforward guides and has a complementary iPhone app to allow you to seamlessly take your tasks to your phone.

Cons: Ran into a bit of an issue with the sign up page as it was not loading but this was quickly resolved by the Zoho support.

Overall: Provided our team with a seamless platform to collaborate on providing customer service.

New user, easy setup and a great interface. Coming from a much more basic CRM and loving it so far.

May 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: New user, easy setup and a great interface. Coming from a much more basic CRM and loving it so far. Really clean simple interface.

Very helpful

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

Pros: Very easy to use and has made our process more organised for customer service, the emails are instant and support team is responsive

Simple and easy to use solution. Quick to get up and running.

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

Pros: Ease of use, speed of getting to a point where you can use it productively. Really easy to use and specifically like the fact that clients can stay in email and do not need to login into external system.

Cons: Evaluation period to short. Automation can be a bit daunting. Would have liked to see out of the box dashboards for simplistic reporting, but this could possibly be more related to user ability to set-up than the system.

Overall: Easy of tracking issues

We have a great experience in using the software.It is easy to use and robust for our agency

May 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: It has a clean interface and simple to use.It encourages great customer service and helps run our agency

Cons: It can be a bit tricky to use and to set up but once the synchronization was done with zoho crm it was simple to use.

Overall: It has helped us create systems and procedures in our agency.It has also helped streamline our customer service operations with quicker turnaround times for our customers

The best product out to manage your Customer Helpdesk Portal

May 28, 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: If you are a start-up and looking for a helpdesk for your Customers, ZohoDesk is the right choice as it provides you with all the essentials needed at no cost, yes for free.

Obviously, if you need more you need to pay, which is again a very minimal fee.

Best part of Zoho Desk
- Great Knowledge Base for your products
- Excellent ticketing management, with SLA's & Contracts
- Multiple agents can manage each of your customers with ease
- White-labelled, with custom domain mapping

Overall: Excellent customer support system

Its simple and easy to install and use

May 27, 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: I could install it in some minutes. All features that I need is there. Totally integrated with other Zoho tools. I recommend.

Cons: The software is very excellent compared to what we have been using, but price is looks expensive. It could be better.

Great!

May 27, 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: Easy to use, use is easy, found it easy to use, easy use, used easily. Easy, as in easy features!!!!

Amazing Software for Ticket Support System

May 27, 2017
5/5
Overall