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

742 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.


Zoho Desk Features

  • 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
  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract Management
  • Inbox / Queue Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Zoho Desk Reviews

not bad

Aug 17, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Pros: the tickets are easy to use that all i got to say

Cons: reports are not detailed enough hard to maintain hard to get what you need - if you want to correlate information

Quick setup ans easy to use

Aug 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: Easy to use handle very intuitive. The users learn fast to use it and it is very comfortable for the agents

Good system for trouble tickets, can track time

Aug 16, 2017
4/5
Overall
4 / 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: Ability to track time and link to existing CRM contacts. Quick to enter new tickets and resolutions can be added to the KB. didn't really use that part though.

Cons: Link to the rest of Zoho is a little spotty as zoho one is new. The interface is a little large, a compact version might be nice. There are integrations, I think these will get better over time. A total solution for new sales, projects, helpdesk and accounting that are all connected would be great.

Overall: A decent ticket tracking system. Seems to require a bit more setup and configuration than we've had time to evaluate. Integrations with the rest of Zoho would be nice. Desk seems to be a newer software. I'd like to see some of it's featured replicated in CRM and Projects

Zoho Desk is a very complete and easy tool for inside organization support or for customer attention

Aug 16, 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
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Pros: easy to use and configure. It is also at functionality level and specially the automatization module

Cons: What I don-t like is that is not possible to edit the ticket form in the Professional edition. It is something to change, definitely.

Overall: support

Excellent management tool for task management and customer support

Aug 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: The tool is very intuitive, easy to use for all office staff, also very easy to implement. Now we can respond to our customers and know what process their tasks are.

Great for startups

Aug 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: Easy to use and set up, free and integrates with the rest of the Zoho package making it a perfect choice.

Cons: Depending on the web provider getting the domain name to match can be tricky but once its up and running it works great.

Easy setup and very effective for the issue tracking we needed to do.

Aug 15, 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: The software is easy to use. Within minutes we already had users setup with an email address for creating tickets.

Cons: The thing I like least about the software is the price. I really like the software and if I had to complain about something it would be paying for it.

Great! Easy to use and easy to track. I really like the reporting features

Aug 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: I like the easy to use interface. Its simple to navigate through and easy to transition from each sub menu.

Overall: We benefited by being able to organize and quantify our work loads. We are also able to increase response times and prioritize support request.

We're a small company and Zoho really meets our needs so far

Aug 15, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The customer support is fantastic, so as a new user to CRM it's really handy to have that feature. So far it seems easy to use.

Cons: The cost is probably worth it, but it's a drawback to smaller businesses obviously. You do get a really generous lengthy free trial though to balance that out, to see if the software is right for you.

Overall: It completely manages our customer pipeline.

Really great integration for an all in one system.

Aug 15, 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: It seamlessly works along side our Zoho CRM system and pops up record details when dealing with tickets.

Cons: Can sometimes over complicate functions with its interface and can have a bit of dark look aesthetically.

Overall: All in one solution for the company. We have previously had seperate software.

Love it

Aug 15, 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
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Pros: Its by far the most cost effective solution for the functionality provided! Awesome stuff guys keep it up. it is a great software and I would highly recommend it to all businesses.

Great

Aug 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
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Pros: Easy to use, multi channel email management software solution. A lot of customizations to customize it according to your needs.

Cons: Dashboard interface may have too many options (too busy) for the average user. I'd recommend starting out with a simpler base interface and allow users to add on levels of options.

The software is easy to use and is a important tool to mantain the team informed.

Aug 14, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: i like most about the software that is easy to create new task and tickets and assign it to an agent. also i like the knowledge base to register the important information and make it available for the users.

Cons: I would like that could be posible apply two or more filters to the tickets and tasks, for example "My tickets" and "Open Tickets". also, when the filter is all the tickets would be nice diferentiate it by colors.

Overall: Organization of my work team

So far so good.

Aug 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
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Pros: Functional. It is very user friendly, which helps alot. Seems simple enough to understand. Hope I grow to love it.

Cons: I'm struggling to link my contacts from my CRM. For now it's a bit confusing as I've just downloaded it.

Best Ticket-System out there

Aug 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
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Pros: The features from Zahoo are extraordinary compared to other ticket-systems its easy to use and its really easy to understand for new customers!

Cons: In fact we have nothing to complain about, this product is great and fits our needs perfectly, we really recommend this to anonye out there!

Overall: - ticket-system
- remote management software
- API's

Our company uses Zoho for a number of other functions, so Zoho Desk was a natural choice.

Aug 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Zoho Desk is very easy to configure and quite intuitive. It's all web-based, can be accessed from anywhere, and integrates nicely with almost everything.

Cons: Zoho customer support can be difficult to reach. It's a company based in India, so the language and cultural barriers can leave support less than stellar. It's good enough, though, that we don't need to reach out to support very often.

Overall: Low-cost, effective trouble ticketing software.

good software at good price

Aug 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
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Pros: user interface its just awesome and customer support is good. pricing was good for small business.....

Overall: its good for manage customer

well integrated into zoho and works at the good level for customer building their business. needs .

Aug 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
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Pros: well integrated into zoho and works at the good level for customer building their business. needs .

Cons: needs more integration to contacts and accounts so that case# match are seamless between the acct and contact

Quite user-friendly. Easy to understand

Aug 12, 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: Lots of features
No learning curve involved
Price is reasonable
Lots of 3rd party integrations
Omnichannel support

Cons: Sometimes customer support takes a while to respond. Even though it's always less than 12 hours but I think they can improve it

Zoho desk has become a must in my department. Great platform!

Aug 11, 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: How seamless it integrates into all the Zoho tools we use. The price is just right. It is very easy to use and helps keep our Support requests in order.

Overall: I use this software every day to manage our help desk tickets. I have the app on my phone which makes it even easier to stay on top of my tasks and get them all done on time.

Brilliant Product - Makes Support Easy

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

Pros: Almost fully customizable so I can set this up exactly how I want it. Easy to use and navigate making it very easy to manage my support workload.

Cons: I would like a little more agent control. Maybe it's there and I just cant find it at the moment. When an agent is out sick or on leave I want to be able to force them offline and take them out of the rotation.

Good option to integrate into CRM

Aug 11, 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 and customise ideal for integrating into other Zoho apps meaning all your data and customer records are all on one system.

Overall: Keeps all information on one system and staff understand

Great software for support management. We're using this platform to manage all our support channels

Aug 11, 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: Simplicity and integration with ZOHO CRM, we use that to manage all the things related to customer management

Cons: The cost per license... :) But it's upon on you to get the results from time optimization using this solution.

Software is great

Aug 10, 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.
layout is great.
A lot of flexibility.
The fact that mobile apps are included is great.

Cons: I don't find anything wrong with the software. For what we use it for it meats all and exceeds our needs and wants.

very intuitive software, the layout is pratical and our team only needed a few minutes to work on it

Aug 10, 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
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Pros: the analytics, it enables a good overview at the end of the day of what has been done by our team and what is still in progress.
A good way to control work without being too intrusive with the team.

Cons: Right now I still need to test it, but so far so good. Not crashed once. Perhaps the Chat functionality should be upgraded.

Overall: easier customer service.
Better overview of the daily tasks
Quicker control on the tasks "in progress"
smoother communication with the customers

Easy to get started, and even simpler if you are already using the Zoho suite of products

Aug 09, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: - Simple Setup
- Professional Interface
- Useful features
- Fun to use
I've used a number of on-premise solutions in the past, including ManageEngine. The search features and simplicity of use is a welcome improvement with Zoho.

Cons: - Interface is sometimes too simplified
- Interface could use better logical navigation; sometimes I get lost in the page, and find myself going back to the homepage to start over.

Easy to get started, and even simpler if you are already using the Zoho suite of products

Aug 09, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: - Simple Setup
- Professional Interface
- Useful features
- Fun to use
I've used a number of on-premise solutions in the past, including ManageEngine. The search features and simplicity of use is a welcome improvement with Zoho.

Cons: - Interface is sometimes too simplified
- Interface could use better logical navigation; sometimes I get lost in the page, and find myself going back to the homepage to start over.

made me reduce the cost from 10000$ a year to 600$- enought said!!!

Aug 09, 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
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Pros: there are plenty ways to describe zoho desk pros: Easy way to customize fields, add agents,setting departments.The REST API is very stable and easy to develop. software documantions is realy good.
users were able to understand fast - learning curve is fast

Cons: a bit confusion in user's managment, unable to delete a customer portal after created accidnetly.free edition API LIMITS are very low.

Zoho desk is a good CRM tool. Covers most of what I was looking for.

Aug 09, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: What I liked most about this software was the ease of access to the different layouts as an administrator and as a user.

Cons: What I liked least about this software was the lack of full customizability for the different data fields and tabs.

Zoho Desk fits very well for iT companies that needs to improve your customer services system

Aug 09, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money

Pros: It´s easy to use. Also is easy to import customer list, contact list, and other information that you have in you own company.

Cons: Maybe could be better to have the possibility to create reports using formulas or regular expression in its columns. For example a column with the value of amount filed multiplied with the quantity field.

Overall: Improvement for our customers in order to have a web site where the customers have the possibility to enter new tickets, see the status of them, chat with us.

I was searching for a help desk to cover the needs of my company , And Zoho is the best for that .

Aug 09, 2017
5/5
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: ticketing : view , editing , create conditions for notifying to custom agent , add special fields on ticket form and also you can make it required field too .

Cons: Help center customization ; i can edit the design of the portal site ( for customers ) including : colors tabs , HTML code and CSS code .

Wonderful

Aug 09, 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 like everything in the web special the interface and how is it easier for connections and who we can easy to learn and use it .

Cons: I like everything in the web special the interface and how is it easier for connections and who we can easy to learn and use it .

So far so good, this is the application we have been looking for a while now.

Aug 09, 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
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Pros: Cost is competitive compared to most other applications, easy to use and most of the fields are self explanatory.

Cons: Some basic features like adding the ticket number series is not available
special characters not allowed with adding custom fields

Overall: a lot more options that can be customized.

Zoho Desk is awesome. Nice UI & Features

Aug 09, 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: First thing that comes to my mind is the User Interface. Zoho has updated their UI to the latest standards.

Cons: I have previously used Zoho Desk which was an older version. But since Zoho has upgraded their UI, i didn't find any cons.

Very good service and Quality

Aug 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
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Pros: Easy to use this and very well designed great features and the functionality that i am getting good work

Cons: software service time is very less please extend the time so that i can use this software as long as possible

Positive experience so far..

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

Pros: Very convenient, easy to setup, and integrate with other Zoho tools. Great for a small business startup.

Cons: Sometimes, contacts can get duplicated across different zoho integrations. It would be nice if the software could recognize these duplicates, and merge any information missing from either into one account.

Everything I need for my software startup!

Aug 08, 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
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Pros: I really loved the way all of the features tie together and give me one platform to support my users. As a small startup I can't invest the time in a bunch of different products.

Cons: The configuration of the knowledgebase can be difficult to deal with. It doesn't seem intuitive and take a bit of time to switch gears into content creation mode if I'm creating help documents as release are deployed.

Overall: Pretty easy to use, lots of integrated features and great configurability.

Using Zoho Desk has been fantastic so far. The integration with the CRM Software is fantastic.

Aug 08, 2017
4/5
Overall
4 / 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: The integration with our CRM (Zoho CRM) is paramount in helping the productivity of our team members. No other help desk software offers such a seamless integration.

Cons: More social media accounts should be added. Apart from that, we do not have anything we do not like. We have bee using it for a couple of months. There are some outstanding questions around task templates, but everything has been working as designed.

Overall: The ticketing system is great and we are benefiting from it.

Still early days but has been good so far. Our clients are certainly enjoying the improved service

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

Pros: We'd been looking for a centralised way of managing our support tickets with the main caveat being integration with a task management platform.

We moved to Zoho Projects/Zoho Desk to achieve this and are very happy with the experience so far.

Cons: While not really a criticism of Zoho Desk itself, the learning curve is certainly challenging to get used to.

Good

Aug 08, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: Not
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Pros: Ticketing and mailings, specially custom columns status.
Custom templates either mailing or reports is lil bit attractive.

Cons: Agent not able to reply directly.
Tasks are not clear.
Unale to generate the reports and automation of weeekly reports.

I love this help desk suite!

Aug 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
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Pros: Free, lots of features for a small company and easy for 1 person to manage small IT department. It has multiple apps for all your devices and is small enough for a small company, big enough to take on the enterprise should your company expand and need a paid for system. What is really nice, there is no setuo except for your own branding and all software is managed in the cloud!

Cons: Nothing I do not like for free, how can we complain! I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!I do not see any cons!

Overall: It helps 1 person IT dept have 1 central place for people to ask for help instead of getting bombarded by 200 emails.

good tool and easy to deploy

Aug 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: cost and ease of use. Zoho has budget friendly applications that provide a variety of functionalities to any organization.

Cons: I do not know if this could have been resolved with more training, but integration of other 3rd party vendors could be an issue.

Overall: mainly a way to track ticketing. we are a free user at the moment but I can see us being a paid user shortly.

Next Step

Aug 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
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Pros: Ease of use and clear information creating cases and ensuring client gets upto date support from property management teams.

Cons: More customization, would need more document support cases and ensuring client gets upto date support from property management teams.

Zoho Desk has tons of features which are all super useful!

Aug 07, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Zoho Desk has many options and features but what I liked best was the Extensive reporting tools and the ability to set up your own dashboard.

Cons: The overall interface did feel a bit cluttered but that is also because of the many options perhaps.

Excellent

Aug 07, 2017
5/5
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: I would like to use it again to know more. I want to use it for customer support and it serves all my needs

Cons: Nothing specific, need to spend more time on this to find the issues. It should integrate with all the zoho softwares like mail, crm etc.

Effortless to setup yet full featured

Aug 06, 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
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Pros: Love how easy it is to setup and integrate with other zoho apps like crm and subscriptions which we also use.

Cons: Only issue we have is with technical support, somethings can look confusing and support requests are slow to respond and usually contain no useful information.

Brilliant

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

Pros: It is an all in one solution for customer service which is affordable, full featured and very easy to use and customise.

Cons: I did not find anything wrong with this software. Given the price and ease of ues - I didn't feel there was anything I could wrong.

Keeping our community connected

Aug 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use, one of the most important things for what we do across Social Media is to keep our community connected and to be there if questions are asked with a quick response time and using Zoho Desk we are able to do this with ease.

Our team works full time so using the mobile app we can still do what our people expect of us now and balance our own real world commitments so we are very grateful of this.

Cons: At the moment none :) though it would be nice to be able to monitor Instagram and Google+ also as we have a large lot of our community on instagram also so this is a must at the moment we are doing it via a 3rd party app.

Overall: Ease of use and community work and keeping connected which is what we are after so are very grateful for the platform that is here to help us do this.

Awesome

Aug 05, 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: This has given me a product that is much more suited to running a service desk than anything else I have tied

Cons: minor glitches at first but that is why you take out a trial. most of the issues were ironed out pretty quickly and were more my adjustment to a new platform than anything else.

Overall: makes my team much more productful and a lot easier to document everything

Great Software

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

Pros: Great software is easy to use do a trial right now to streamline help desk for our company to resolve faults.

Cons: Its early days do a trial right now to streamline help desk for our company to resolve faults. So far so good

Awsome

Aug 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: Great application which is user friendly which will help in every thing in fingertip.
Awaiting for more exp

Cons: user friendly Application and Interface is very very good. Every thing is on Finger tip awsome to use

This takes a help desk to a whole new level

Aug 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

Pros: Setup is easy, we were up and running day 1. The interface is clean and simple to navigate. The reports are customizable and can be scheduled to automatically send, giving the team and managers visibility into team performance and most time consuming issues.

Cons: Right now I can not fine anything that I do not like. Every feature seems to fit exactly what I am looking for.

It is Great tool for Ticket Management

Aug 04, 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, have good features, we were looking for software that caters to our ticketing and we can set-up multiple e-mails and it works with ZOHO desk.

Cons: The Desk Plau-in should be offered along with CRM products and should be integrated with it and we don't need to buy it separately.

Can't beat the features for the price.

Aug 03, 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 amount of features you get with for free with Zoho Desk rival others where you'd pay $100 per user.

Cons: The backend interface isn't as intuitive as it could be, but you could probably say that about the majority of the paid options.

Overall: 30 days for free

It's a good and complete tool, the

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

Pros: It is good integrated into the CRM solution, we like the setup and onboarding process which is simple.

Cons: the price for more agents is scaling to high, also the connectivity to "user specified" webforms could be better

Good Software

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

Pros: Having trialed Zoho Desk, I found it simple to use, and it has a good interface. Also, the CRM integration is a real bonus for us.

Cons: Hard to navigate at first.
Some users who don't get on with the software, and my support team had to spend a decent amount of time using it.

Very helpfull

Aug 03, 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: Our team of experts have evaluated Zoho Desk with a total rating of 8.8/10 after a series of scrutinizing tests. Actual customers of Zoho Desk have an average satisfaction rating with the product at 100% which reflects their opinion about this service. If you spend some time analyzing other Zoho Desk alternatives you will surely find other programs with similar or possibly better ratings.

Cons: For the past few years, we've been using SalesForce as our primary project system and case. There were plenty of things we favored and wanted to change. For instance, we're able to provide personal service agreements to clients. At the same time, a customer support system is available for assistance. When it comes to Zoho Support, there are a number of options available for ticket/case submission.

Overall: It did a good job replacing the mode of interaction from social channels, chats, e-mails, and phone calls in one platform. The experience in raising support request by customers is a breeze. Customers also has the option to raise tickets via their native language. The platform has support for 9 languages. It's able to simplify tasks of the help them since they can enhance their ability to track every request and address them by means of priority arrangement.

Meets or exceeds expectations.

Aug 02, 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: Free plan is feature rich and the trial lets you test drive the upgraded features for a decent amount of time.

Cons: Navigation can be confusing and it should have the feature available for administrators to set and override user signatures.

Overall: Integration with other management, organization and communications software is a big plus.

Perfect app for our business

Aug 02, 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's easy to use and has all the functions I need. we used it for our customer service and it's been great.

Cons: it's easy to use and has all the functions I need. we used it for our customer service and it's been great.

Right tool for a startup

Aug 02, 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: You can customize your customer portal to achive a standar style wioth your site and use your own domain. The tickes are ease to manage

Cons: Sometimes its feels like there are a lot of options - it takes times to remember were is the option you want to change- Some kind of basic setup could be help. In the customization there are no ease managment you must know html with fluency

Overall: I can offer to my customer a portal for tickets managene

Smooth integration and great customer service (direct line!)

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

Pros: Visual clean, integration with Zoho CRM + SalesIQ.
Features of task is great.
Desk Mobile apps is well design

Cons: Would need a little more color to identify the state of a ticket. The knowledge page online also is quite simple, it could be a little improved.

Good application Easy to install

Aug 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: This software GUI has an easy interface
Simple to install
Easy ticket creation
Low cost for starting up

Cons: There is no support to troubleshoot unless you extend the contract.
SSL errors that were unexpected. Still looking for the fix to this.

Very complete ticket management tool

Aug 01, 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 interface is clean and reports are customizable. Our client was used to send requests by e-mail, so the transition was very easy

Cons: It was hard to figure out how to navigate through closed tickets, but I was no big deal. The main features are just one click away.

It is great to work on this.

Aug 01, 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: I like Ticketing tool views,Dashboard reports and notification,Agent features,Rebranding and department options.

Cons: Everything is useable and look and feel also very nice but after clicking the export no option to select the fields to export the tickets.Directly it will export all the fields.

Great Product loved it

Jul 31, 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
Likely
Extremely
Likely

Pros: I loved the ease of use and the flexibility of the software in general. I loved the ease of use and the flexibility of the software in general.

Cons: I am always looking to have a more smooth interface with lest options that ultimately confuse the user.

Great out-of-the-box solution

Jul 31, 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: The software was very easy to configure and implement. It was literally turnkey. The pre-built reports are great.

Cons: There is no inventory management for computer hardware tracking. The user interface takes a little getting used to.

We use several Zoho platforms in our organization. We find it easy to use and helpful.

Jul 31, 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: We love the ease of use. Other software requires weeks of setup and a dedicated support rep to integrate. It was too much for our company. We needed something that fit our needs and could be setup and maintained by our internal team.

We also like the platform integration amongst the different Zoho platforms and also external software.

Cons: There are of course other softwares that are more straight forward. Asana comes to mind for project management. It takes no time to create new projects and tasks. Not to say that Zoho Projects isn't straight forward and quick to use. It just isn't as quick or easy as Asana.

Overall: Well. It is straight forward and easy to use. We like the integrations with internal and external software.

Review of 30 days of use

Jul 31, 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: The capability of manage the tickets is great, we also like the app for iOS and Android, where all our agents can be working in a continuously way.
The GUI is easy

Cons: The main issue during the implementation, it's not as easy as other platform that they are intuitive as they are.

Overall: Manage de support with our final customer and monitoring the activity of our agents.

A lot of functionalities integrated with other zoho products

Jul 31, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: A lot of functionalities are available in Zoho Desk
A lot of integrations with other zoho products are already possible. Few are comming.

Cons: Design of the helpcenter is far from beautifull. It's not user friendly whick is usual in zoho products. Fortunately, the support is great

Easy to use

Jul 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: Easy to set up and use. All pieces integrate together seamlessly. Not complicated and not at all expensive for what you get.

Cons: No cons at this time. We haven't had an opportunity to review all aspects of the software just yet, but it looks like it will do the job!

Awsome product

Jul 31, 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: Zoho Desk is a awesome tool to manage customers issues and the time our tech guys spend with it. Nice to have many options to be customized and is pretty ease to use.

Cons: Basically for now I can't see any problem or difficult using Zoho Desk, but the licensing for our company is not so good, because we need only one person with all the 'enterprise' functions, but the purchasing model require that we need to buy for all guys.

very good, close to top tier software

Jul 28, 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: 1) easy to setup
2) easy to use
It has the complete features as a top provider. You can compare with Salesforces or similar.
It also provides a good value for money. The app is also available and includes integration with phone.

Cons: Probably the value for money. 12¿/agent the lowest cost is perhaps a bit expensive.
I would recommend to incluye a release between free and 12¿ one.

A Bang for your Buck ticketing system, without skimping on the features.

Jul 28, 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 very easy to use. The User Interface is simple and straight forward. Features are robust and just about every aspect of features can be customized or adjusted to suit your company's needs.

Cons: Minus not having Social Media integration for Instagram which is a major platform, I haven't found any other negative. With continued use - this aspect will be updated if needed

Overall: Streamlining of Sales and Customer Service departments to ensure our Clients are happier.

nice to have a business apps ecosystem

Jul 28, 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

Pros: The software is easy to start work. and the email integrations is a very good functionality. Easy to use also and configure.

Cons: The company need to improve the support team in order to provide effective support, Sometimes the support by chat is not effective.

Zoho desk is user friendly and easy to use

Jul 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: I recommend zoho as it is easy to use and deploy. It meets service desk needs and can quickly be deployed . The reports and dashboards are customizable. It integrates perfectly to email and asterix and also handles ticketing very well.

Cons: It's a little bit limited and It may outgrow it eventually. Should allow for additional customization on the customer and account tabs to display data from external sources.

Overall: It meets service desk needs and can quickly be deployed . The reports and dashboards are customizable. It integrates perfectly to email and asterix and also handles ticketing very well.

Setting up and getting going with Zoho Desk was easy, and the software appears flexible.

Jul 27, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Flexibility, ease of use, and the amount of features. We felt like the different things clients threw at us were easily handled by the software.

Cons: It does not include much in the way of project management, and the project management offering by Zoho does not integrate as nicely as we had hoped.

Tried numerous Service Desk Applications and Zoho Desk is by far the best so far

Jul 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: Tried numerous Service Desk Applications and Zoho Desk is by far the best so far, we have some none technical people in the office and they find the design and ease of use better than any to date.

Cons: Although there's a lot of tutorials available, initially I struggled with the setup. I didn't make the time to have a live demo and I wish I had.

Overall: All in one management tool for your service desk, with top quality analytics and simple to use menus.

The most user friendly software for customer support

Jul 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: The Zoho Desk System is easy to use and easy to train agents to use. It was affordable for our very small business.

Cons: I like everything about the software no complaints. I am a very small business and I needed a program that was affordable.

Overall: much better efficiency

I don't think the summary is as good as my current helpdesk

Jul 26, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Lots of apps so that it's very versatile but that can also be confusing. It's probably more suited for bigger companies with teams.

Cons: The email view has no summary over all the emails. I'm a one person company so I want to see it all easily and this is the biggest drawback at the moment.

As a small business it really help us to organize and keep track of our customer problem.

Jul 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The feature that I really enjoy about this feature would have to be the automatic notification that is sent to our customer stating that we received their tickets and assigning that person a ticket number and that it is customizable.

Cons: I like everything this software has to offer.

Pretty good when compared to the others in the market

Jul 26, 2017
5/5
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: Functionality is good. Compared to others in the market the functionality and support is quite impressive.

Cons: Price for small business is too high, needs to encourage small businesses and catch them early. Otherwise good.

Zoho has been a great system. Very useful and helpful customer support and great integraion

Jul 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: Integration with other aspects of Zoho to provide a full turn key solution where all tools are in one same place.

Cons: Sometimes the system is slow and have also had issues with the upload of databases and import files of customers and organizations.

This is a great product!

Jul 25, 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: I love the amount of detail and how it links up to other Zoho products. the ease and simplicity make working in a group easy and helps build communication between departments.

so easy to use

Jul 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 portal is so easy to use, with automated emails from client that open a ticket and pre-configurate answers to save time

Cons: The RTL language is less suported and neeed to be aproved.
the ability to drung and drop picture into the answer as print screen.

Turnkey help desk solution

Jul 25, 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 deploy. Setup was very simple. Many of the features are pre-configured and ready to go, just minor adjustments needed.

Cons: Better for customer support, no asset management. Really good at customer management, logging calls, etc.

So far so good!

Jul 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 software seems to do everything we need it to! So far the functionality is really great and seems to be very easy to use!

Cons: So far...none! as I said, the software seems to do everything we need it to do with very little setup required.

Excellent service!

Jul 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: Design and that supports 10 free users. Also, they support a lot of features which other similar help desk apps do not supports. And most importantly, they support the Spanish language.

Cons: The UI should have more colors, can't determine sections cause it seems to have all with the same colors.

Excellent software, easy to use

Jul 24, 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: the selfservice for the customers and the customization is a good easy to put all the fields that your need.

Cons: the reports thats was a little shorts but i think can increase some dashboards i don't know if is for the trial version.

Overall: I don't need have an excel document for support with my clients. and easy way to know who is working (agents) and fixing the problems.

Very efficient

Jul 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, organized nature.
It helps to keep tab on multiple threads at a time.
My entire team used this.

Cons: Slow initial loading time.
UI could be improved
Doesn't send enough notifications.
Trial period expires fast.

Very Good

Jul 24, 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

Pros: The software allows the staff to keep on top off all there work with a managerial aspect. The monitoring allow staff to keep within there KPI and we can maintain our stats.
No really much more to say just puting this down to make up the number of word required to fill in the Box.

Cons: No really any bad point that have seen at the moment so it does what its suppose so as a company we are more than happy with the product so far

Overall: Monitoring Helpdesk Calls

Great Features and Customer Support

Jul 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: The platform offers great customization tools and modules. Security features are also exceptional. Free 2 steps auth and SSL domain mapping are great add-ons. I will recommend this platform to any start up company.

Cons: After using for over 30 days and setting up our customer helpdesk, I can't say any negative zoho desk. I liked the most of the platform and can't come up with any negative comments at this moment.

Overall: Fully integrated customer support

Excellent, feature rich help desk and knowledge base system

Jul 23, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Great customer service, fast servers, free SSL, easy end-user experience. Simple setup to re-direct subdomain to zoho.

Cons: Takes time to learn the location of admin features via menus, sub-menus, etc. Once you get this down, it is intuitive

Excellent help desk software and extremely intuitive.

Jul 23, 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 integration with a form solution (Zoho Form), has an app for ease on the go, and the helpdesk is easy to use customise.

Cons: No issues to speak of. Would like some integration into google spreadsheets perhaps (call log also inputs into a spreadsheet for customer archive) but thats my own personal need, not something they should need to implement. On the whole extremely positive.

Very interesting and intuitive interface. Easy to implement.

Jul 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use. We could start getting benefit right from day one of implementation. It was so easy to implement that undergraduate students could take care of it and an agent could start using it within minutes. In just three days, we have shifted all support mails to it and creating tickets for all calls.

Cons: Not providing Integration with local application like superreceiptionist (telephony) in India and not providing integration with whatsapp.

Overall: Streamlining our support system. Earlier we were using an internally developed tool but it was slow and lacked lot of features. It's a rich feature packed product.

Good

Jul 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The helpdesk is more affordable that others available. It's integrated into other ZOHO services so could be good when all linked up.

Cons: Not easy to pick up and go. There are a lot of different settings and a lot of them are hidden and seems a bit long winded to change some things. Few bugs too.

User friendly , Good interface , Fast Support ,

Jul 21, 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: We was start use this Zoho Desk in a month ago and have very good interface, our agents very happy to using Zoho Desk. Also we are using Zoho's other solutions and integration very good our agents use a account for all Solutions this is a Big company.

Cons: I think migration little bit slow and we have talked with support they are working on it, and when we have problem on Zoho they are fixing maximum in a week. Also when we get any request from Support team they dont answer this is 'impossible' they are saying "we can make this" everytime :) so Thank you Zoho

Overall: we are speeding with Zoho :)

All in one solution, designed with company growth in mind.

Jul 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
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Pros: The biggest pro's is the ease of use and integration. We were able to integrate the helpdesk effortlessly into our current website.

Cons: There is nothing specific that I do not like about the product. It is definitely a well versed software suite which has gone through the motions.

Great Product

Jul 21, 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: started with zoho bug tracker which i felt was a great product which led me to try this product. The interface is great. Liked the simplicity.

Cons: Trial period is very less to understand the product. Mails has to get into zoho mail server. our domain does not support mail forwarding.

Overall: I could not take it live as the trail period was too less to understand the product

Amazing

Jul 20, 2017
5/5
Overall
2 / 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: It's really a one stop shop for all of your helpdesk needs. There are many great features bundled into this one app!

Cons: The interface is clean, but somewhat complex. It wouldn't be easy for a novice to set up and use the interface.

Overall: I don't have to pay for multiple apps because this one provides a them

This takes a help desk to a whole new level.

Jul 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
Likely
Extremely
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Pros: The easy integration and vast dynamics really puts customer support on task. The ability to have live support, customer knowledge base and ticketing all in one place, makes life so much easier.

Cons: Right now I can not fine anything that I do not like. Every feature seems to fit exactly what I am looking for.

Overall: We are looking to replace RT. We have used RT for years and need a more robust system that will allow our customers to have a dynamic customer support experience.

In our experience we can say that zoho is a great platform in which we can offer a better service

Jul 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
Likely
Extremely
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Pros: The platform has a intuitive interface in which we can find easily our clients, tickets, task. Also we have observed a high availability during all this time working with zoho we never had had problems.

Cons: Actually we haven't found negative thing, we think this is a complete platform it allow modify a lot of things accord to our enterprise.

Overall: We can offer a better service to our clients, a fastly and easely service

Much more organized in my support requests, great to have the help library, ability to assign ticket

Jul 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
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Pros: Love the app that allows me to deal with support tickets on the fly. Keeps me organized and on top of things.

Cons: The help center seems very difficult to format to match my current website. Would be good to have more video on how to use the features.

Easy to use product

Jul 20, 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
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Pros: Setup is easy, we were up and running day 1. The interface is clean and simple to navigate. The reports are customizable and can be scheduled to automatically send, giving the team and managers visibility into team performance and most time consuming issues.

Cons: When tagging tickets, although tag options are provided as you type, analysts would enter their own tags which requires cleanup.

Overall: Metrics, reporting, visibility into support calls

CRM to Desk Integration is poor.

Jul 20, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: Ringcentral integration is nice but not perfect but it is the leading factor for me at this time. Though there are a few bugs with the implementation, I would love to get a training on how to better use it.

Cons: The fact that the CRM and Desk are separate. I need to see all the information in one location and I do not like having a link between two different contacts on a database that should be one.

i think this will be top player in the market because very usefully and userfriendly interface

Jul 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
Likely
Extremely
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Pros: userfriendly, addons and SLA and we are using a lot of Zoho software on our company and i can handle from 1 account to all software thank you Zoho. And when we have a problem on Zoho we are talking from Zoho Support on live chat and they are fixing issues maximum a week sometimes in a hour .:) thank you to zoho support team :)

Cons: they can increase speed because sometime crash and not much but agents saying me this sometimes very slow :) but we said this Zoho Cares support and they are working i think in 1-2 months they will fixed.

Tried using for ticketing system, so far looks great

Jul 19, 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
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Pros: interface is simple with a lot of automation capabilities. liked the way you can setup ticket rules and tasks

Cons: price is a bit high, there should be a small plan with unlimited agents and also admin view shoudlnt need license

Awesome Service Desk Software

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

Pros: Perfect for my business! Easy to set up and track tickets, open tickets, all the way to resolution.

Cons: There's no complaints. Perfect for my business! Easy to set up and track tickets, open tickets, all the way to resolution.

Integration is not seamless

Jul 19, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ring Central Integration but it could be better. I do not like how it opens up two apps or has trouble dialing extensions. Not sure why it needs a google window for Ring Central plus the phone that shows up on the Zoho Desk.

Cons: CRM and Desk are two separate programs and for a small business I need both and want them to be integrated better then they are.

nice

Jul 19, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality

Pros: This software can handle many users and this is really awesome. After learning about it, it becomes really easy to use.

Cons: You need to spend a time to learn all the functionalities. But this is not that bad at all because this means that the software has many tools.

wanting to develop this internally, zoho saved us

Jul 19, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Easy to implement and links with our zoho crm features, this is awesome.
The staff has time to really work and stop looking around to find an answer

Cons: so far we did not find any limitations to the application in use. still in the testing/implementation phase, but so far so good!

Overall: This is the most simple way to integrte an easy solution for any issues happening with clients. they get emails straight away and can fins answers themselves, we LOVE it!

Very Good

Jul 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
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Pros: Good and very use full , Good management software
They will be all things around you . all thing help to yours

Cons: Good and very use full , Good management software
They will be all things around you . all thing help to yours

Overall: Good and very use full , Good management software
They will be all things around you . all thing help to yours

Great tool to manage multiple client support

Jul 19, 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: Multi-user
Customisable customer portal
Email integration
Domain Mapping
Zoho customer support for SSL setup

Cons: There is not 2-way Gmail/email automatic sync like Pipedrive does
The cost to add Multi-brand Help Center feature is a bit high

Easy to get up and running, pretty cool with paid plan

Jul 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
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Pros: * With the paid plan, integration with the CRM was really easy. Could easily add additional contacts as users and the cases are shared within an account.
* Portal for users is free
* Easy to create knowledge base for the portal

Cons: * Email notifications were not very intuitive and can't be edited in the free version. Once we upgraded they were OK.
* Would like to see more automated notification options. One thing we couldn't do was to send a reminder to an agent if they had a ticket that was past due.
* Support is way understaffed for this product. When we call for CRM we always get someone, when we call for Desk, we wait on hold and usually do not get a call back for multiple days.

Overall: Ease of management of partner support with the free portal combined with CRM data.

Great tool that works gives us exactly what we need.

Jul 18, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ease of opening and updating tickets by sending emails is second to none. Once the tickets are opened, I can easily assign them to the correct agent.

Cons: Sometimes multiple tickets are opened and a few times new ticket info was appended to the wrong ticket.

Overall: Ability to follow up with customers and not let issues drop through the cracks.

We now have a flexible support environment that fits our goals.

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

Pros: One of my favourite things about Freshdesk is that it just works - you don't have to be trained in using the ticketing system. Everything's very intuitive.

Cons: it was really easy to improve our self-service experience across multiple products, with Zoho Desk. I didn't have to jump around to 30 different places to set it up, it was all right there in one place.

Zoho Desk is simple yet intuitive for my use

Jul 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
Likely
Extremely
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Pros: I like most of the features available and its ease of use.
Esp. the integration of multiple channels into one platform so that I don't have to worry about checking all the details.

Cons: I would like to have more customization. Currently, I want a system where I can send a link to specific customer and help customize for his/her need

Overall: I started using Zoho and my workload is reduced drammatically.

Great Features, Functionality and UI

Jul 17, 2017
4/5
Overall
3 / 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: Zoho/Desk is pretty feature rich. It covers our minimum requirements and goes above and beyond. If you had a limited number of users and technologies to support, you could easily get away with using the free services.

Anything beyond that, supporting multiple customers, departments, etc, will require a paid plan. Which brings me to the cons...

Cons: The documentation is pretty simple. Poking through the software, you get the idea of how something might be used, but when you check the documentation, you don't really get clarity. This leads to having to search the forum, which while helpful, is still not as quick and easy as just checking better prepared documentation.

Overall: Ability to take and track tickets from customers. Very simple and intuitive interface for ticket logging, tracking and reporting.

What a great alternative to Zendesk. Cheaper and has everything you need.

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

Pros: The ease of use is the best part about it. We were up and running in no time. By the end of the week we were experts.

Cons: There are a few basic features missing such as the ability to clone a ticket or change the ticket numbers (support can help with this though).

Very well done! Very easy to navigate and very well put.

Jul 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
Likely
Extremely
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Pros: Very rich experience. There is everything that you need to contact a great helpdesk experience. I love it.

Cons: there is something that I hope it improves, which is the tickets that that assign still stay at the front

Overall: I am able to do helpdesk just like with any other known softeware.

Zoho is a good tool and easy to use but some features are missing

Jul 17, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Easy to use and intuitive. There is a lot of features that we needed that others competitors of Zoho don't have.

Cons: It misses an important feature which is assigning a ticket to a group of users. Also, the Zoho Desk API is not working.

Overall: Organization

Zoho i believe is a wonderful Customer relationship management software out there.

Jul 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
Likely
Extremely
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Pros: Easy to use software compared to others.
Ticket creation is the best thing i like and how we can handle it.

Awesome Integration and exceptional results

Jul 16, 2017
5/5
Overall
5 / 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: Easy integration with the projects and other zoho products that way I can easily managed mid-size company over the zoho

Cons: The support is very bad sometimes and some time is amazing over the chat, I always get great response but when they are available over the ticket. I do not get a reply.

Overall: Perfect but just need some more time to understand so please extend the trail period. so i will be more explanable to my Boss.

Excellent customer support software

Jul 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Having used this software I feel that it is a big help in managing customer support, it's an all in one solution which is what is best about it and very competitive price wise.

Cons: Nothing substantial, although I found it a little complicated to setup initially. Clearer guides on how to set things up would improve this.

Overall: Made customer support easier.

It's a wonderful site, although personally speaking the aesthetics of the site can be improved.

Jul 15, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5