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

1064 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 Zoho Desk

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 / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Zoho Desk Reviews Recently Reviewed!

Overall easy to use

Oct 17, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Pros: This is a good product for managing all types of help desks, including customer relationships, etc. It is all cloud based.

Cons: It's a per user license, so depending on how many people you have it will be costly. It's completely cloud based with no on prem solutions.

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Desk is great we just need a bit more time to review.

Oct 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The customer experience rating is the best part of the system. I also enjoyed the reports section which are great.

Cons: Adoption will be the most difficult part of any software. Employees typically do not like to have any admin work.

Good at budget, but slow and need to fix bugs

Oct 17, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Cost and features. This helps us to run a ticketing system easily, and cost is very affordable for a startups.

Cons: some bugs unattended for ages, it seems. At times it becomes really slow which is defending the purpose of using ticket system itself which is actually to speed up the processes. Support replies really slow.

Overall: We are able to organize customer management and address issues efficiently.

Good Ease of use software for support, dashboard was very intuitive . it really makes your day aweso

Oct 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: user interface is good, very intuitive and very friendly . The charts and graphs gives overall dashboard status

Cons: Reports could be better. Much more options from mobile app, free limited sms integration for trial users

Great helpdesk for a small company

Oct 16, 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: 8.0/10 Not
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Pros: Ease of use. Customer portal setup in less than 10 minutes. Easy to follow up with publish comments and easy to customize workflow

Cons: integration with other zoho products. Seems it take a bit of an effort to undersatand where you are in the product offering.

Overall: Control over a difficult implementation. Ease of communication with customers and partenrs.

Zoho Desk is great!

Oct 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: 10.0/10 Not
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Pros: Ease of use is everywhere. The support for multiple channels for info input in a boon. Unattended case creation and notification is wonderful.

Cons: The Migration process is a little involved. That may be a consequence of moving from dynamics CRM, though.

Great Features, Fun to Use, Huge Service Improvements

Oct 16, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the agent customization, branding, response-time tracking, quality metrics, automations, custom integration capability, and email/ticket integration. LOVE the Knowledge Base and Customer Portal (though I prefer the community on Zoho Connect and also LOOOVEE their "Manuals" (their version of a knowledge base) and wish there was more direct integration features available for use between Zoho Desk and Zoho COnnect though I think by providing a link on my Desk portal I've hopefully accomplished it enough

Cons: a little confusing to set-up and get the right answers/support for. It would be great if their support and sales agents were more clearly/easily accessible over the phone. I also prefer the Community environment on Zoho Connect to the Community offered via the Customer Portal of Zoho Desk

Zoho Help desk is one fine and simple Customer Support management tool. Simply great.

Oct 16, 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: 9.0/10 Not
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Pros: customization feature at various levels, simple user experience and interface, value for money, support for even trial version is good

Cons: so far no major issue found yet, got a little problem in html signature feature- looking for workaround or alternative of the same

Overall: the ease of management in a multi channel customer support team for a firm like ours

The experience has been quite good. Very easy to navigate through

Oct 16, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ease of use, although i feel just a little more can be done to make this even better as there is always room for improvement

Cons: I feel a more comprehensive video tutorials explaining each module should be made available on youtube

Zoho Support review

Oct 15, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: great helpdesk with excellence reporting system, configuration, it takes a little time but then you will love it

Cons: hard to get started, a bit buggy, it feels like you get started, hard to understand the icons

Overall: great

Easy to setup and incorporate

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

Pros: One of the best things about ZohoDesk is that its easy to setup. It doesn't have a massive plethora of features that make the system daunting.

Cons: Whilst I haven't fully implemented the system yet throughout the organisation, I would like to be able to easily integrate it with my email system.

Needs a lot of improvement

Oct 14, 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: 5.0/10 Not
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Pros: 1. You can review the KB's while working on a ticket. 2. Integration with Zoho CRM 3. Agent collision detection is done in good way.

Cons: 1. UI not so friendly. 2. Support needs a lot of improvement. 3. A lot of issues when replying to a ticket, like recreating another ticket instead of updating the original one.

We've been using Desk for a week and our experience has been great.

Oct 13, 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: 8.0/10 Not
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Pros: Easy to use. We trained our offshore team in under 1 hour. The dashboards give a great view of our first response time and single contact resolutions.

Cons: Customer support responses could be better. Spam control is not existent, so agents have to continually monitor the spam queue to be sure they don't miss emails. Would be great to have some admin functions in setup to white list email addresses.

Great Option for Small Business

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

Pros: Zoho Desk has the majority of features found in the "Big Name" apps and the price is better - and our team has found the functionality to be better as well. We switched away from Zoho to one of the other "Big Name" apps and switched back after 30 days. Zoho Desk is amazing.

Cons: Would like Zoho Desk to have better integration with Shopify. We were lured to another "Big Name" app because of the bridge that connects their 'desk' with Shopify customer records, that was a nice feature, but overall Zoho Desk won with usability and functionality.

really helpful tools

Oct 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: 10.0/10 Not
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Pros: It can be accessed via mobile too, so I never missed a notification.
integrated well with my support email.

Cons: no category for ticket.
when I create a message from mobile app, it will show html code in recipients mailbox

Overall: We are generating more value to our customer handling process

It's very easy to deploy...liked it

Oct 12, 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: 9.0/10 Not
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Pros: Easy to start with a basic free setup and upgrade on organization's demands or develops the need for more features.The best thing is it is very easy to manage tickets by automation rules so agents can see their tickets in their system automatically.

Cons: No on-site version for those who would not like to go for cloud. Also ITIL features are not present in this version of zoho.

Great Software

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

Pros: Zoho does it all, and it does it all well. It's relatively easy to configure compared to some other solutions, and the integration of all the apps is great once you figure them all out. Handles many aspect of our clients support, sales, chat, and crm capabilities.

Cons: That there are so many separate apps, sometimes it can be daunting to properly configure everything.

Straight to the point and fairly simple to use

Oct 12, 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: 6.0/10 Not
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Pros: Notification sounds and prompt are pleasing. Canned responses are as helpful as always. I particularly like the fact I am able to implement my email into this.

Cons: It would be alot better if the chat is independent and does not move to ticket all the time. Loading time could be shortened

It seems a good product, yet not full tested

Oct 11, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Very compact and integrated interfase. Confortable of use. We are still testing it to decide to purchase

Cons: We could not find ITIL features. We don't know if the tools support it. Spanish translation is not very good and no way to custom them.

So far so good.

Oct 11, 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: 8.0/10 Not
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Pros: I like that it pretty much seems full featured. It's easy to collaborate with coworkers and see tickets move through the system.

Cons: It's a little daunting at first, maybe because there is so much it can do. It takes a little getting used to and figuring out how to set it up to suit you best.

Very affordable service desk option!

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

Pros: I how easy it is to set up a customer portal! Our customers are constantly needing updates on service. This makes it much easier and convenient for them.

Cons: The UI could be a bit more intuitive. I prefer the layout of Zoho CRM to this. It's basically just a learning curve.

Good so far

Oct 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: We only just started using ZOHO Desk and it has been a positive experience so far. We are likely to convert our free trial into paying membership.

Cons: It would be great if there was an in-house telephone function without having to sign-up to a 3rd party provider.

Collaborative,user friendly

Oct 11, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Collaborative,user friendly,customisable,easy to track customer issues and Knowledge base helps future reference of solutions

Cons: Server Down time,sometimes tickets are going to spam folder,while extracting report it only allows to extract last 180 days not all data

Nice tool for chat and ticket system

Oct 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: 8.0/10 Not
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Pros: the ticketing system is nice. As well as user management and its integration is very ease to less technical people.

Cons: Sometimes our agent is online but it does not show that the agent is active. Need to work out here.
Otherwise it good tool

It is super simple to easy support desk and easy to setup.

Oct 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is very simple to use and manage. I have used it before and so decided to use it again. It has got better and provide simple UI for support people log in and manage the tickets. Perfect for small business to run the support desk.

Overall: Quick and easy to use. For our small business support desk it meets all the needs.

very nice features and very user friendly , value for money

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

Pros: Mail integration and Bugs Integration, Multiple departments, all at once! We are still exploring more features on this. I have been using zendesk earlier but found this to be more intuitive and easy to manage. Integration with other zoho products like CRM and Bugs is the best feature!

Cons: UI is bit complex for newcomers, i hope Zoho works on this soon! We had hickuups figuring out where is what but i think we are good to go now.

very intutive

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

Pros: User friendly GUI as it afford users the tabs and panes to easily click and view.Its fonts size is very visible

Cons: Navigation back to former tabs or pages are a bit confusing to users as you have to click a while before actually getting back to where you need to be

Really positive

Oct 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use, integrates with existing ZOHO products and familiar product universe to existing members of staff.

Cons: Customer support isn't great.

Zoho Desk

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

Pros: User interface and feature and functionality offerings. The functions are intuitive and easy to use.

Cons: Support from Zoho. Instant chat accessibility hours. Better release planning and push. Last update affected access to the tool set.

Does everything what is needed for perfect customer support.

Oct 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: 8.0/10 Not
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Pros: Very easy to setup. Available on all platforms incl apps and widgets. Easy to assign tickets, perfect SLA integration.

Cons: No sound when receiving ticket, have to make workaround. No possiblity to add picture (to show solution/problem) in helpdeskticket app (android)

Easy to use starter helpdesk solution!

Oct 09, 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: 8.0/10 Not
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Pros: - Great ease of use
- Good value and varied license options
- Great level of sophistication with auto assign rules engine
- Knowledge base is comprehensive and suggested resolution is great functionality

Cons: - Initial menu options can be confusing, i.e. the initial module selection (knowledge base
- Customisation options on the dashboard are fairly limited

Overall: Allowed initial tracking of client issues for our software

Zoho desk ok

Oct 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: intuitive software. graphics and great usability. As a whole, service division was particularly useful.

Cons: the problem was managing the link exchange for customer support in SSL. then the automatic little intuitive system.

I am extremely happy with switching to Zoho Desk, it's a very smooth program.

Oct 07, 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: 8.0/10 Not
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Pros: - Fast and well organized
- Ability to remap portal to your own domain address
- Plenty of customization options

Cons: - Have to use zoho support alias, and forward your company support email to it
- UI is rather meh, could look a lot better

Incredible Experience, A Must For SME'S

Oct 07, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Overall Flow is superb, UI is clean and Simple. The Overall Platform is speedy and works effectively.

Cons: I Think they can add more options to the overall system apart from that i don't think there is anything which needs to be done.

Made our more much more productive and customer support oriented

Oct 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: 9.0/10 Not
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Pros: The desktop version is just great. the snippet feature is time saving. tagging is very useful. Finally we have one source to look at instead of email.

Cons: the Zoho Desk App is lack of some important features like tagging and there are no snippet. In addition the RTL hebrew support is not 100% but the support team says that it's on their road map.

Well, it's only my first day, but I must say, I'm really impressed.

Oct 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: The ticketing is top notch as far as I can tell from the 5-minute glimpse I had before it started asking for payment or a review.

Decent experience till now.

Oct 06, 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: 7.0/10 Not
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Pros: Integrates well with other Zoho and other third party apps. We will be looking at subcribing for Zoho Desk.

Cons: Limited features. Ease of use and many more features could be included and improved to help users use the product.

27d573880b2f0f3083bcfe1e4b698174

Quite usable

Oct 05, 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: 10.0/10 Not
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Pros: Not too much clutter. Everything is well, almost well it should be. Between Freshdesk and Zendesk, Zoho wins . By Far

Cons: The admin dashboard is always black and like death, sucks the life out of the working spirit. They need to be a little life in this, make me want to wake up and do this.

Overall: Enough to work

We have looked at a lot of helpdesk solutions and Zoho offers the most features for the lowest cost.

Oct 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The price and the way the tickets are handled. The lack of spam control was a big problem for us with our previous helpdesk software, and Zoho Desk is controlling the spam great!

Cons: The community forum does not have as many features or at least is not as easy to set up as the other parts of the software.

Very Good Product

Oct 05, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: The interaction of email to generate the tickets to respond and relate is good. It allows to join two tickets in cases of duplicity. It allows you to respond to emails from the application. View information on Android App or iPhone. Generate general reports.

Cons: The Android and iPhone App does not allow uploading attachments including photos. It does not allow formatting the text of the email and attach an image or document. Synchronization is not very good in both applications.

In tickets is easy to comment, however, if you need to print the contents of the ticket does not generate a printable version so you are forced to take a screenshot.

Overall: Having the information of accounts, clients and technical users at hand in this way is very easy to start the implementation in the shortest time possible.

Great application with good functionality

Oct 05, 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: 8.0/10 Not
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Pros: Easy to set up and good user interface. It included a good reporting and dashboard system that allow administrators to understand what is going on.

Cons: Perhaps needs a longer trial period to understand full functionality and testing with setup - apart from that all good.

Managing many task is automated

Oct 05, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: ZohoDesk have Good user interface and ticket support just like zendesk Almost all the feature are available just like macros , automating ticket system.

Cons: Server Down time most of time while logging into the system,And rest of the stuff is pretty clean in zohodesk

Awesome!!

Oct 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: 9.0/10 Not
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Pros: Iam new to desk or support tool. Zoho onboarding process and support team helped me to learn the software in a very easy way..

Cons: Need to improvise zoho mobile app version. AI intergration and automation reduces human efforts.

This software is very efficient when it comes to a service and help desk

Oct 05, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This software is efficient and easy to use. We were using another help desk so far but now our department is planning to switch to Zoho Desk.

Cons: It's mobile app is not much efficient. Sometimes notifications not appear at the correct time. And overall this help desk is very good.

The experience was great when using the software.

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

Pros: The User interface is most satisfying in the zoho user desk. All the features are present which can be used easily.

Cons: The least thing i like about the software is that there are lot of function present, so it may take user some time to understand all.

F4715e0d226dda04e45ec46feab2a17c

So far, so good

Oct 04, 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: 6.0/10 Not
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Pros: Ease of setup and configuration including customisation options available. A nice clean interface which I feel that users will prefer to our current CRM - Salesforce

Overall: Cost savings and ease of use

5b847224b3d6d529f44c28c06cd8f62c

Easy to use help desk management, support tracking. User friendly GUI for end users

Oct 04, 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: 8.0/10 Not
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Pros: Support tracking, user friendly End user GUI. I have been evaluating for more than a month. If you are not tech savvy - you can figure with documentation. Able to sync with CRM, which is added advantage. So one system to manage your end users.

Cons: Support turn around, but I understand what you pay for is worth it. Just have to patience with support turn around.

Good Support Solution for Its Cost

Oct 04, 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: 8.0/10 Not
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Pros: Nice workflow rules Flexible ticket views Reasonable pricing Chat functionality Phone calls integration Remote assistant included Modern design Flexible agent rights restrictions Unlimited free Light Agents (view only accounts)

Cons: Lack of visual customization, some options are hardcoded Spam filter is too sensitive which can cause issues Sometimes loads slowly Menu is not ideally intuitive, agent needs time to adapt to it No ability to install on premise

It's really an operating system for any type of business

Oct 04, 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: 8.0/10 Not
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Pros: User-friendly, customizable, integrated with most of the related services and fit any size of business.

Cons: Integration with other services should be easier and smarter for non-technical users, But I think even for them, the forums and internet contain a lot of articles and tutorials to make things done.

Overall: Organize my work and make all information on one page especially with its integrations with Zoho CRM

Intuitive and straightforward

Oct 04, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Usability of every-day users is simple clean an made for productivity. Setup is easy and clear. However, it takes some time to get to understand the user interface for setup. The mobile app (android) is awesome!

Cons: Tags cannot be customized or managed, the integrations with other services are limited and automation is somewhat also limited.

good desk that meets the daily needs

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

Pros: free trial feature, add-ons, support is very good, all the needed features in 1 place no need to use other software. ability to import and export data.

Cons: although they advertise that you can use it totally free of charge they only give you access to a free trial and you have to extend or purchase after 14days so its not free of charge
a bit complicated to use and navigate one gets easily lost in the desk system

I needed a decent ticket management system. Zoho had more than I expected and it works great.

Oct 03, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This system is so easy to use and keeps excellent track of my tickets. The flexibleness of the list master allows me to customize my practice's needs without compromise. My favorite pro - the auto creation of tickets upon email receipt. I give my support email out and tickets are created when I am emailed. Love it

Cons: In the beginning, it is a little confusing to find things but with time, that passes. I am still trying to learn the customer happiness feature. It does what I want but not when I want. Just a learning curve

Overall: Superior ticket management. Superior contact with my clients regarding their support issues

I've been trying it out and it works well for my service.

Oct 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: 8.0/10 Not
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Pros: It's clean and the layout isn't cluttered. It provides a nice interface for my team to work with and the clean/intuitive layout makes it easy to adapt from using just e-mails.

Cons: I have to move all my information over, but it is nice that it will integrate with the other Zoho applications that I currently use.

Overall: It's streamlining my workflow and is easy to use.

Good ticket system, If you are looking for ticket system it worth to be try this one.

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

Pros: - it has almost necessary features
- high quality when compare to price
- Customize report & dashboard

Cons: - UI & UX should be improved
- There are some small bug but not a big deal
- E-mail size limitation

Excellent

Oct 03, 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: 9.0/10 Not
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Pros: Is easy to use an so intuitive, this software help us to improve our orders of support track. Very Recommended.

Cons: You don´t have a free plan for small companies, I think the cost for agent may less, because we don´t have so much requirements.

Overall: agility, friendly software for our customers.

Zoho Desk works well as a ticketing system. I think there could be improvements with Help Center.

Oct 03, 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: 7.0/10 Not
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Pros: The ticketing system has a nice collaborative flow. Macros, triggers, and other efficiency tools are very helpful.

Cons: Some things can seem overly technically, such as further customization of the help center. Perhaps it could be more user friendly.

It saves time

Oct 03, 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: 8.0/10 Not
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Pros: The app on smartphone The auto creation of ticket The rules to change the states of tickets automatically

Cons: Ticket states created by the admin aren't available in the app

Powerful tool with a wide level of customizations

Oct 03, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The capability of customize the tool.
It requires a load of time to setup the system for the desire use, yet when running on the daily basis it gives an exceptional response.

Cons: Lack of visual adaptations for business integration.
The theme module ain't give the chance to have your own css style applied.
Also when you want to set up a CNAME for masking if configuration fails you need to get in touch with service desk since you lose access to the management area.

Overall: Enhancing my clients overall experience.

Great product which is continually updated and improved

Oct 03, 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: 10.0/10 Not
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Pros: The advanced features that make managing tickets just that much easier; splitting/merging tickets.
Amazing set of free features

Cons: Support for the product is responsive, but suggestions are not always that helpful or misunderstood. Other than that it's a really great product.

Overall: improved usability and app.

Supper

Oct 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: 10.0/10 Not
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Pros: makes it easy, by providing managers with a library of competencies complete with detailed descriptions of the various levels of proficiency, and specific sample comments that help describe and guide performance. Both give you sample employee review comments that you can use as "building blocks" for the written feedback you provide your employees in their performance appraisal. You can then easily modify or adjust the sample comments be even more specific.

Cons: Any manager will tell you how challenging it is to write consistent and richly detailed employee reviews. Getting the wording and review phrases just right, and providing concrete examples in the performance appraisal feedback and comments can take a lot of time.

its nice

Oct 03, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: desk support is nice for me,it helps to raising ticket as well as its get quick response to client in easy way

Overall: easy for handling client queries

Great Software

Oct 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: 10.0/10 Not
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Pros: Great software, has unlimited capabilities and can customize to tailor your needs as a company. I definitely would recommend.

Cons: We don't have any cons, we are very happy with the software. Hopefully they will add an open source customization

Excellent application to bring together a fully integrated helpdesk solution

Oct 02, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy ticket management
Integration between support channels - email, chat, phone and social media

Cons: It would be great to have a built in Zoho branded VOIP phone system rather than having to rely on other 3rd parties considering Zoho offers so many features already - seems strange this one is missing.

Overall: One stop shop for all our helpdesk needs rather than having to rely on multiple systems to manage contact with our clients.

Good

Oct 02, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use.. the learning curve is relative low and the screens are self-explanatory... we are using a limited part of the functionality but is enough to check and validate that the learning curve is low.

Cons: Poor support.. it is been very difficult to get somebody to speak with and answer the questions. Sometimes we need to deal with a "human" instead of a computer...

The initial set up was pretty easy, The template editor allowed us to customise to our requirements.

Oct 02, 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: 8.0/10 Not
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Pros: Clean layout and relatively easy to set up, nice reporting out of the bag. The granular permissions sets are great and the branding options are a nice touch, especially the custom domain option. Linking customers to cases and calls is what we need but needs to be done is specific route/journey

Cons: For some odd reason I am restricted to only having 5 custom multi pick lists on my cases template and layout. This was almost a deal breaker.

The UI is not massively intuitive. Even after using it for almost a week I still get lost and a little frustrated as it's not obvious where things are and the menu layout is a pain. This might come from a the lack of consistency between hover over and clickable menu items.

Custom reports are a steep learning curve, especially with custom data.

Adding a call to a case connected to a customer only really works in one way/flow, any deviation seems to blank out the form or detach from the customer.

Overall: ease of use and availability for small organisation

Easy to use and user friendly

Oct 02, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ticket creation is very well done. Customers can always keep tab and monitor their tickets in a weekly schedule.

Cons: Integration with the past similar system doesn't work very well. If you were using a similar system from a different vendor, you may not migrate your tickets and emails.

Overall a good customer support tool

Oct 02, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The ticket receiving time is fast comparing to other tools. They takes at least 5-10 minutes to be appeared in other support softwares. So I really like it

Cons: The design needs to be improved, sometimes we feel difficult to find ticket module and search function is also not working sometimes.

Product is good but support is average

Oct 02, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Intuitive design Look and feel Combined customer support suite Multi department features Integration with many tools

Cons: Support is not good difficult to merge two tickets Search functions are not working properly. Most of the time you can't search with body of the content or subject contents Customer rating features are not moderated, even operators can do the rating themselves

Great solution. Gives our organization a professional support ticketing system

Oct 02, 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: 8.0/10 Not
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Pros: We love that is it cloud based. very easy to customize to fit our needs. we also wanted a system that grows with us as we grow our team. very scalable.

Cons: just like any software there is a learning curve to fully utilize this system. but other then that we are very happy with our choice to using Zoho Desk.

Very simple and easy to use LOTS of FEATURES

Oct 02, 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: 8.0/10 Not
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Pros: EVERY THING INTEGRATES and Customer support was a HUGE SURPRISE! Even while still in the free trial answers were VERY FAST and always resolved the problems 100%, VERY IMPRESSED.

Cons: Since it does so much, there is a higher learning curve than simpler sytems with less rescources. Comparing to freshdesk and Mojohelp desk I really don´t see anything to critisize, its less expensive than Freshdesk and does TONS more that Mojehelp desk.

Tried ZoHo hoping to find something to replace our old support desk system. Turned out pretty good.

Oct 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: 10.0/10 Not
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Pros: They have almost everything that a support desk management system needs. The ticket system, help center, chat... are just so useful to us. almost all sections are customizable, this is also a very good point. There are still a lot of features for us to explore.

Cons: It would be better if this system could integrate more chatting systems into it so that every time a customer message comes in, what ever channel it is, the system could create a ticket automatically.

Overall: systematic management of customer tickets as well as internal tasks.

Oct 01, 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: 8.0/10 Not
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Pros: Nice experience trying to setup to make it functional in our organization in order to improve service

Cons: Sometimes could be hard to setup if low knowledge on It areas or flow organization knowledge to implement it

Excellent!

Sep 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: 10.0/10 Not
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Pros: Easy to use, convert chats into tickets , personalization logo , images for chat , app for mobiles.

Easy to use, quick to learn

Sep 29, 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 is fast and has a familiar feel to other helpdesk ticketing solutions. It offers a ton of features at an affordable price.

Great experience

Sep 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: 7.0/10 Not
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Pros: Does what we want it to do. User friendly and allows us to deliver customer service without any nonsense or over complicated systems.

Cons: Analytics could be more detailed to allow us to see a breakdown of tickets by category. Maybe we can do that, I have not found out how yet.

Overall: customer service

an easy to use helpdesk software

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

Pros: most important thing with desk is integration with Zoho CRM, it picks data from CRM and shows tickets from desk to crm.

Cons: It is very slow to load, even though i don't have very huge data, it takes time to load screens. even in dashboard.

Wonderful

Sep 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support

Pros: The ability to communicate with my team easily and the way we can track accountability. Helps us to not forget projects started.

Cons: So far we have not run into issues to complain about. If anything we need to refresh quite a bit because our internet is slow. However, that is not a software issue.

Summary, Easy to implement that is ZohoDesk

Sep 28, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It is an easy tool to implement, allowing you to devote those hours that you saved in implementing this solution to other studies

Good system

Sep 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: 9.0/10 Not
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Pros: Exactly what we need to perform all of the Functions and cost is very competitive. Have been happy with all of Zoho products.

Great Kit Everytime

Sep 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I use Zoho for everything not just Desk and is always a quick easy to use and vibrant software, its great for my business needs.

Cons: The price, should have a free version for every piece of software and possibly be able to have a exe version that you can download of your software

Overall: To keep order and notes of my cases and tickets

Shifted from Salesforce to Zoho Desk for cost reasons, and I'm impressed with the ease of use.

Sep 27, 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: 8.0/10 Not
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Pros: Creating and managing cases is simpler in so many ways compared to Salesforce. It could be stronger on its links to the CRM side of things, with tracking customer assets and stuff, but in terms of case management and contacts, it's terrific.

Cons: I wish its integration with Zoho CRM was more thorough, or lacking that, it stored, by default, much more information about contacts. Sometimes ZohoDesk feels like a complete product, and other times it feels like an add-on.

Overall: Easy setup during an immediate need for a new support/case system.

Easy set up and customization

Sep 27, 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: 8.0/10 Not
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Pros: Integrations with other Zoho Products quick to get set-up easy customization. easy onboarding with team members Lots of options.

Cons: Although it is nice to have a large number of options when you are starting out setting up a customer support system it would be ideal to have a basic set-up to start from. And after that add-on options.

Love the new Zoho Desk

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

Pros: Love the new clean layout and all of the features. Perfect for small businesses looking for a pro level customer service app.

Cons: Although I love the new clean design, there are a lot of leftover outdated design elements in live chat, the help center, etc. Would love to see all of this cleaned up as well.

good sortware

Sep 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: 7.0/10 Not
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Pros: easy to use and intuitive. It's good to be able to include unlimited payers as "employees". also has a good layout

Cons: It's a shame that you can not put the email history in the ticket. it would make it easier to use, and you can not connect with CRM tickets

Powerful, simple to use software

Sep 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: 8.0/10 Not
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Pros: There is a high depth of customization, and the interface is very fluid and responsive. Pricing is very reasonable for the tools.

Cons: Branding customization is limited, as is the client portal. Limited integrations with non-zoho software.

Easy-to-use interface with great funcionalities. The ticketing system is simply the best.

Sep 27, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Zoho desk is a complete Helpdesk software, with a very easy-to-use interface. The ticket interface is the best.

Cons: For a brazilian user, the translation is not so good and the user can't suggest any new translation or corrections.
The other con is that Zoho has a great ecosystem, but it's not integrated.

Overall: Optimized the support team

Limited experience so far but seems intuitive and easy to use...

Sep 27, 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: 6.0/10 Not
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Pros: This product links in with our Zoho CRM. We're now keen to extend the trial and see whether the product meets all our technical requirements.

Excellent

Sep 26, 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: 9.0/10 Not
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Pros: It's full-featured, can do just about anything you'd imagine. We are currently using Zoho forms, CRM and Desk that all intergrated well and has been doing what we expected. Collecting forms, relaying that information to CRM and further updating the Desk with current customer contact informtation. Great system

Cons: Hard to understand, although there's many walk-throughs on Zohos site. They can sometimes be unclear, since this software is so versatile many functions can easily be missed in the configuration and setup pages.

Overall: Organization, clarity, easy management and happiness

like it

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

Pros: the ease of use and the UX and UI. we like the integration with Zoho crm and other zoho products and tools

Cons: the fact that it does not have an API client to extract databases from it inorder to put it in an sql data

Geat app

Sep 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: 10.0/10 Not
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Pros: Zoho Desk is a great SaaS tool that we using to get requests from our clients. The best thing is; it is very easy to manage tickets by automation rules so agents can see their tickets in their system automatically. We have Zoho CRM also so it adds a great value that we can integrate CRM to Desk.

Cons: Downtime, emails not being sent or received. After being told for 3 years that zoho would fix the reliability issues we are still not seeing any results. Downtime several times per month and email messages not being sent, or received.

Amazing Software

Sep 26, 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: 8.0/10 Not
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Pros: I found the product very professional and clean and easy to use. it also covers all areas which we need at our company

Cons: Needs time to start and the system doesn't explain all features clearly or may be it is not easy to find the explanations

Overall: Organizing work flow

Very nice design and functioned interface

Sep 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: 10.0/10 Not
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Pros: I like How I can easy move around to my tickets, my customers to the knowledge base for my help center and even reports, which is awesome. The ticket peek feature is probably one of my favorites, next to remote assist.. Makes it very convenient to assist our clients with troubleshooting issues.

Cons: Sometimes I have to clear my cache for certain error messages to not appear, even though the application works great!

Overall: Quicker Ticket flow, and remote assisting made this software a huge plus for us!

Once you get to understand the whole desk world it's a great tool

Sep 25, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very very powerful, a lot of features, very flexible.
It has a wonderful set of features to make Customer Service a place to shine. To add value a to your company.

Cons: It feel kind tangled when you first get in. Is a lot menus all over the site, I felt overwhelmed at the beginning while setting up.

Overall: it solves almost every dimension of the customer support

Pleasantly surpirsed

Sep 25, 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: 10.0/10 Not
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Pros: Very easy to navigate and configure for a non-technical administrator. The software is also very intuitive.

Cons: Would like to have this module on my ZoHo CRM dashboard. I'm sure there's a way to do this, just haven't figured it out yet

Overall: Very easy to navigate and configure for a non-technical administrator. The software is also very intuitive. The product allows you to grow with the demands of your business. Especially nice for a start up that just needs a place to start but can expand without having to start over with another CRM

Great piece of helpdesk software

Sep 25, 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: 10.0/10 Not
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Pros: The design is awesome and intuitive, super user friendly and vry easy to use. The possibilities to provide service to our customers expanded with the multiple features that zoho contains

Cons: I would have liked to have a bit more time for the trial period. At the moment I only started using the software a month after setting up the account. So currently we are forced to use the free version in order to test zoho before switching to paid accounts

Good feature but not easy to use

Sep 25, 2017
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: the most thing i may like the web interface of the system and it is user friendly
also some functions

Cons: the least thing i like about this system is the feature arrangement and that it isn't easy to use

i really need alot of time to get all features

Overall: Support software

Easy to use, great for the money, a little "boxy" in design but great value for the price.

Sep 24, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to use, mostly self-explanatory and simple to configure/set up. Also very affordable given the feature set. Lacks a few of the top-of-the-line bells and whistles that competitors like ZenDesk have, but most of those are Enterprise-Level features that I couldn't afford even from the competition.

Cons: Limited in visual design. Layout is a little "boxy" and simplistic, sort of old-fashioned. But I'm not a web developer and if an end-user is having technical difficulty, high-level CSS and AJAX is the last thing I want in a help center app.

Can believe I can get all this for this kind of money

Sep 23, 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: 9.0/10 Not
Likely
Extremely
Likely

Pros: Full feature customer support system - I have looked at other system before and could not have all this available in one package at this price

Cons: A few glitches here and there - Couldn't get the Form widget to display properly at first and had to debug

Easy to use, recommended to start.

Sep 22, 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: 7.0/10 Not
Likely
Extremely
Likely

Comments: Easy to use, recommended to start; fast to implement, the communication options with the client are simple. Recommended for starting helpdesk control. Consider that the application charges per user, is a good web application with all and cons of the application.

Pros: Easy to use. Fast to implement. Fast communication. Excellent graphical interface.

Cons: In Android and iPhone the application does not allow formatting the text to send by email. If it is required to upload a file, photo from the mobile is not available. If you create a task in the Web application the cell notifies you, but you can not consult it because it is not available. When it has more than 1000 tickets, the application becomes slow.

Recommendations to other buyers: Recommended for starting helpdesk control. Consider that the application charges per user, is a good web application with all and cons of the application.

Improve our efficiency

Sep 22, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Zoho Desk allowed us to be more organized and solve our customers issues much fasters. Friendly interface and great integration with other solutions.

Cons: A little hard to setup at the beginning. The tutorial videos are a little bit short and there are so many things that can be done with ZD that sometimes you don't find the correct material so set it up properly.