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

1541 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 Desk
  • www.zoho.com/desk
  • Founded 1996
  • India

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
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 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
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Zoho Desk Reviews Recently Reviewed!


Awesome Software

Jul 22, 2018
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: Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.

Cons: Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!

Zoho Desk is a very economical solution to ensure uninterrupted and unrivaled customer service

Jun 29, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This service completely replaced the mode of interaction with e-mail, phone calls, chats, social networking platforms on a single platform. This completely simplifies the process of obtaining a request for customer support, because of this we have become faster to serve our customers. In addition, customers can collect tickets in their native languages, since such an opportunity is present. Integration Zoho Desk with Zoho CRM was one of the best things that we completed this year. Integration was quick and without a hitch. Two services are simply created for each other and have good integration. The support team is simply phenomenal. Many thanks to all the guys who helped us with integration and did everything in the shortest possible time. By the way, they are very friendly and outgoing - it's nice to deal with the professional.

Cons: We have not quite figured out how to sort everything like we were in our old system. It would be great to simplify sorting functions to remove spam. It would also be nice if the developers added automatic sorting of spam. Some colleagues complained that the translation into other languages is not very good. We use the English version, so we do not have such problems.

Excellent CRM software with clean interface

Jun 19, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Cons: This doesn't come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Basic but functional

Nov 14, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Cons: Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk.

Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it.

Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Overall: Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Easy to use, but not enough features

Jul 03, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Cons: There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.

As for the overall Zoho suite it easily integrates with multiple other extensions that are essential

Feb 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs.

Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform.

Training is well laid out and there are plenty of online resources to reference to get going.

Cons: There isn't that many... it takes a little getting used to, but once understood it is fairly straight forward.

Ticket handling could be a little better, but the question is how to get customers to open new tickets rather than replying to old tickets, and it is not really a software issue.

Overall: Makes customer management extremely easy once you get going.

So far my experience using the CRM module was satisfactory. I found the ticket management system wel

Sep 11, 2017
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Can be integrated with other CRM platforms and

Can customize and design different features, apps, taps, fields and forms. Providing a customizable platform, this can be mutated whenever the need arises.

Responsive website can detect and respond to device need as required, which means flexibility of mobile platforms is available and will provide ease to mobile operators.

Role based user based and field level security available, which will allow the agent to choose and select who can see what aspects of the tickets and how.

Round robin task allocation is also available which can direct a task to agents equally as task are received.

Customizable knowledge base and distance learning options available which will reduce training time and allow users to train as they go.

Cons: Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets. The workflow is flexible and adjustable.

Ticket assignment and delay escalation available. Allows for accountability for assigned tickets. And upward forwarding of task if it breaches the stipulated time limits.

Multiple attachments can be added to each ticket, allowing for greater description of the task assigned.

Taskforce can be maintained involving agent, Area manager, and technician. This can help in perforation of tasks and duties and quick customer response.

Customers can be allowed to view tickets related to their sites, and view the status of resolution of their tickets. This will discourage the customers to directly contact their area managers and wasting their time.

Customers can provide feedback and acknowledgment of their tickets.

Capterra loader

Really like Zoho and their offers, it's a good software for the money spent

Mar 07, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I use Zoho Desk every day of the week Mon-Fri on my desktop at work and the app on the weekends to monitor my queue. Overall, this is a solid ticketing system for support issues for my customers since we are an email driven company. It's very organized and is updating all the time that includes new features and performance increases.

Cons: One of the cons I have, is their support team is a bit on the slow side when it comes to responses. This could be that their policies way different then my companies but we least respond in under 24 hours. The other con is their ability to understand what you are trying to describe to them for help. Their forums are a better resource than their support email.

Overall: Organized information for supporting my customer and having their information on hand for any situation that might arise.

Zoho Desk helps me focus on the customer

Mar 08, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Software that will be convenient for the work of both, for the agent and for the client. You can automate frequent tasks and save precious time. In addition, you can easily track the work of your team and make improvements for more performance. With the help of Zoho Desk, you can merge employees from different departments and work together on a common result. You can create a knowledge base so that customers can quickly find the answer themselves. Our team began to respond faster and track customer letters. We also increased the customer base. The robot in the team became well-coordinated and comfortable. I want to recommend Zoho Desk to those who want to improve their performance and improve communication with the client because only if you carefully and timely serve customers they will be happy and will often turn to you.

Cons: The instruction for working in Zoho Desk was not very clear, I would like that the instruction would be more accessible to the ordinary worker and with its help, you could understand all the functions of the service.

Service desk management the easy way

Nov 30, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Zoho Desk, in comparison to its competitors, was very easy to setup and install. We were able to get this running across the organization in no time at all. ZohoDesk's user interface is very clean and simple, being able to manage and track tickets with ease. We've also had great feedback from the users who are reporting issues via Zoho Desk that the submission system is clear and easy to use. Being able to integrate with other systems, like Google Contacts, has been very useful. Something it's competitors just dont do.

Cons: Language support is totally lacking, with any language other than English just not being supported at all. This is a particular problem for us, having to work with big numbers of international students and applicants. The automatic filtering in Zoho Desk leaves a lot to be desired, we've still not been able to configure it so spam emails are rejected and tickets not created.

Capterra loader

Zoho is an assistant for the client support team.

Aug 20, 2018
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: Zoho is very much a simple tool to use,offering me an intuitive interface to attend to clients. It is great at tracking clients tickets , and escalating tickets when necessary.

I love the task distribution system, easy reporting, how easy it is to manage client database and of course the chat system.Overall the workflow on Zoho desk is just awesome.

Cons: It is not a straightforward tool to use ,and found it quite difficult adjusting to the different modules on Zoho. The User guides did little to help matters too. So I will just say Zoho desk hasn't got the fastest of learning curves for users.

Overall: We currently have a large client database ,whom we need to offer as much support to as possible whenever they encounter problems using our products.The support department is able to work productively and as a team ,while addressing client issues much more efficiently than used to be the case.

We are using Zoho Desk to support our customers since last 3 years. It is a great software.

Jul 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 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.

Free edition has all the basic required features to keep it running for unlimited period of time.

Free edition supports unlimited agents.

Intergrates with CRM.

It has feature to create multiple departments for support , so this software can be used to give support by mulitple departments.

Multiple channels to interact with customers.

I recommend this software to be used by any SME organization, who are looking for a software to support their customers. Zoho Support Team can be help in setting it up quickly.

Cons: Interface should be improved to quicly add all information. Ready to Use reports should be added more.

Zoho Desk is the professional tool to support customers in any industry.

May 29, 2018
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: Software UI Design is beautiful.

Functionalities such as automatic ticket opening is amazing. The customer don't have to connect on your portal to create a ticket. They have just to send an email to the support email id that you define

Cons: There is no chatbot as it is the case for example in Zoho Books where you are constantly supported by someone on the bottom right corner of your window

Overall: 1- it is free

2- This software supported us in showing a high level of professionalism

3- It helps us to stay organized

4- Communication is made very easy with the agents and consultants

5- support requests are centralized in one secure place

6- While the ticket could be assigned to a specific agent, all other agents are aware of the ticket and can help each other

7- This software is available on mobile and tablet, and that's really amazing

8- The dashboard is of a great help for management. It creates a competitive spirit between the agents

Analyzer for your work

Nov 29, 2018
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: I like the different functions of the program, for example integration, automatization and so on. Also, it is possible to synchronize the CRM system with the support team via different integration functions. This service is like the email service and the phone in one program. The system of the reporting is amazing and it is possible to check all the reports and tasks, which are even closed.

Cons: I would like to integrate more different functions, but, unfortunately, it is impossible to do. The field Time Entry is under the development and because of this fact I do not have the access to the needed settings and also, I cannot make the changes there.

It's really great and easy to use

Jul 20, 2018
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: I love the simplicity. I don't need to be a developer to set up the account.

I also like the way I can integrate my team. The feature of channels is lover and the help desk has been very useful.

One of my favorite features too is the happiness rating where I can see how the company and the agents are doing their work in genaral,

Cons: Not too much to say here.

I would probbaly like to make easir the mapping and webforms module.

I say this because I am not a developer and I really struggle to do this.

i wish I could this on my own wihtout depending on IT guys.

Overall: it really helped me to set up my customer service team without too much hustle.

I love the product.

Efficient job ticket system with reference numbers and easy searching for past jobs

Jul 10, 2018
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: Each ticket has a direct correspondence window (Thread) as well as an internal comments section where our team can communicate progress, status updates or issues in the comments, while not involving the client. This keeps all of the information related to the ticket in one place, which is very important while working on a team. In addition, you can reassign tickets or mention (@TeamMember) another colleague, which Zoho Desk will alert that team member and send a link to access the ticket directly. This has been incredibly helpful while working for a software company, as there are times where we need to escalate tickets for further investigation and can do so easily by mentioning other department members and/or reassigning tickets.

Cons: When searching through prior tickets, I wish there were more filters than just "Relevance" and "Modified Time".

Overall: Improved work flow

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

Mar 10, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: * COUNTDOWN MODE.

* The Reports & dashboards

* Auto suggestions

* Agent Collision

* Light Agent

* ROUND ROBIN

* keyboard Shortcuts

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

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

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

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

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

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

Zoho is packed with helpful features and functionalities.

Dec 11, 2018
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: As a customer care agent,I find Zoho desk easy to use.I picked up Zoho desk in just a few days after I was introduced to it.I love that I am able to access Zoho desk both on my laptop and on my smartphone.

I like its account management functionality and its integration capability too ; the ticketing system is customizable to meet our immediate needs in the customer service department.

Cons: Contains so many functionalities and while this is a plus ,it can also be a disadvantage ; especially in the early days of getting to understand Zoho desk.

Overall: Zoho desk is used to followup complaints and queries from customers. Zoho desk enable the customer service department resolve all customer query promptly and faster than we did,before we adopted Zoho desk.

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: 8.0/10 Not
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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.

Capterra loader

Zoho Desk is an incredible application to provide technical support to our users and keep them happy

Jul 16, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: they have a fully functional evaluation version that can be used for free, which allows you to explore all the options and features. It can be integrated with other Zoho applications such as CRM and Assist, allowing us to have high productivity in technical support tasks

Cons: Some features are not so easy to configure and the graphical interface is not very attractive. It is not easy to find the FAQ section.

Overall: I can organize and meet the support requests of our users, this allows us to differentiate ourselves from the competition and helps us to retain customers.

A reasonable choice for ticket management

Apr 26, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Reporting is strong - ability to consolidate all channels is also very helpful.

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

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

It is very easy to use and helped our organisation in building a better customer support.

Feb 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is veh easy to integrate zoho desk to zoho crm which helped in integrating all customer record into one system. This makes the workflow much easier and smooth.

Employees can even access the record of customer interaction. There's also option of search in ticket and user can search for specific ascpect in the ticket like the category of query and action.

Cons: I found the product to be less customizable and sometimes product hangs due to which either ticket is not saved and get lost or multiple tickets get generated.

A user-friendly CRM

Aug 18, 2018
4/5
Overall

3 / 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: This application has made the proceedings with customers easier. When Zoho CRM and Desk are integrated, it is literally heaven. Being user-friendly, even beginners can deal with the working. Every ticket could be tracked. Also, a ticket could be generated even with a live chat with a customer! Not many applications let users make such a deal.

Cons: English is the only language supported by it. There is no choice of another language. Even though ticket generation is an upside, however, one cannot generate a copy of it. Also, once named, one cannot change the name of the company, not even in emails. You can't edit the fields. Everything remains as it was set up in the response widget. Also, there is no way to deal with spam. And, since no other languages are present, translations can be time-consuming.

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

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: 10.0/10 Not
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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.

It's not bad, it's really good.

Nov 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: 9.0/10 Not
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Pros: Always assured and confident in demeanour and presentation of ideas without being aggressively over-confident. Reaches a decision rapidly after taking account of all likely outcomes and estimating the route most likely to bring success. The decisions almost always turn out to be good ones. When ideas are challenged by others, the agent listens to their view politely, but is able to maintain a position firmly and persuasively without aggression. Prioritizes and sequences own tasks and those of other people in the team. Makes sure that the priority tasks are always completed on time.

Cons:

Able to concentrate and stay focused for periods of several hours, even when tasks are relatively mundane, and doesn't make mistakes. He has a high boredom threshold. the agent pays great attention to detail. He always presented work properly checked and completely free of error. the agent always completes any assignment on time and to a high standard. From a set of data, the agent is able to establish a principle, or work out a rule, or suggest a reason for failure or success.

Overall: Unfailingly courteous even when dealing with a difficult person or situation.

Maturing help desk solution with enterprise features

Jun 12, 2018
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: This is constantly evolving and new powerful features are being added in continually. It is now quite extensible and boasting tools like multi-users workflows, escalation in CRM leads, internal and external knowledge bases and seriously enterprise level chat.

Cons: It needs more granular control over notifications, and the IP pool is difficult to put into SPF due to many name records and gaps in ranges.

Overall: Saved money, increased productivity and connected together, different systems we use.

Such a great tool!

Nov 12, 2018
5/5
Overall

4 / 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 love that I have just enough features to allow my users to feel supported and taken care of. Their free version is all I really need but I may definitely purchase a plan in the future! It's easy to setup and use and allows us to keep track of out tickets with a breeze. Other platforms are either too costly or lack the most basic of features for small businesses.

Cons: I wish the free plan allowed users to leave feedback on our support tickets after being helped but it's not a deal-breaker.

Overall: I've use Zoho products for years now and I am happy I discovered Desk! Perfect for my small business needs and doesn't break the bank.

Zoho has helped reduce time taken to resolve complaints, and also made accountability of complaint management alot easier.

Oct 27, 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: Consolidated customer, distributor database. This is aligned with their assigned Area managers. Customer hierarchy can be developed through these features. Mobile application available for field staff and technicians, Available for both IOS and Android. Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets. The workflow is flexible and adjustable. Ticket assignment and delay escalation available. Allows for accountability for assigned tickets. And upward forwarding of task if it breaches the stipulated time limits. Multiple attachments can be added to each ticket, allowing for greater description of the task assigned.

Cons: the system dose not allow customization of all forms and fields, even though it claims it is possible. secondly account users cannot be permanently deleted from the system. it only deactivates them.

It is easy yet professional open source , to build your support system

Jan 29, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: You can set rules based on time and/or conditions which give you the ability to tune all the functions of your system to just work the way you need it and in the time you need it

Cons: Some features needs to be added or to be tuned in a good way , something like Multi brand in the enterprise edition , they have separate all of the features on the different brands but yet they still use the same fields and layout in the sumbit tickets .

Also , they need to add enable/disable for some feature like open a case with mail for example

so i can decide can my customer open a case by sending mail or not .

Our first helpdesk system

Apr 19, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Plenty of functions, affordable, informative.

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

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

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

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

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

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

Very good Product

May 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: My favourite parts of Zoho include the automation feature, the integration features and the account management tools. The automation tools allow fast and easy control of your tickets meaning they can be sectioned into the appropriate areas and distributed to the correct departments within your organisation. The integration features allow you to seamlessly sync between your CRM system and Helpdesk meaning de-duplication of your administration and quick connectivity between the two. Zoho Desk also integrates with your email platform meaning your helpdesk engineers can all see what is happening with tickets on a live basis which can be very powerful when engineers are on the move. The final tool is the account management, very briefly it allows you to see current/previous activity with a client to spot on-going issues or potential problems before they occur.

Capterra loader

Zoho Mail is great! I recommend it all the time!

Mar 07, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

Pros: I love that the email program gives you a certain amount of free use before requiring a purchase. I have been able to instantly make use of the service and I know that I will continue using it under a paid plan as my company grows. I am also able to recommend it to start up clients who are working hard to add professionalism to their brand while not yet having the cash flow. Having a great email host that grows with the business is a huge benefit.

Cons: It is complicated. The email portion I use is fairly user friendly if you have a tiny bit of tech understanding. Their directions for set up are very clearly written and make it easy to figure out. But they have so many products that the site is very complex.

Capterra loader

Excellent, top-tier performance at a great price

Jul 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zoho Desk is a fully capable, easy-to-use trouble ticketing system that is every bit as powerful as extremely expensive corporate systems. The features and functionality are better than what's available from competitors in this price range, and it's affordable.

Cons: Like a lot of Zoho products, Zoho Desk has some features that you'd expect to be there but that aren't. Support is from India, so it's sometimes unavailable, slow or misinformed.

Overall: Zoho Desk has allowed us to fully automate our technical support functions; by using it, we're able to meet extremely aggressive SLA requirements.

All apps & programs from Zoho seem to effortlessly flow from one app to another.

May 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: 10.0/10 Not
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Pros: I love how all programs tie in to eachother. The apps and programs are easily accessable. Manuevering through these apps is easy.

Cons: There are a lot of ins and outs. I wish there was a class or instruction on the web that we can access for training purposes. I want to get as much out of these programs as possible.

Overall: I was able to get a better handle on my residential customers and commercial clients. There were no more missed work orders or estimates.

Zoho Desk - Just what I needed!

Apr 04, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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

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

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

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

Capterra loader

My first ten days on Zoho using Desk to track Dispatch Requests for field service.

Jan 10, 2018
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: Very easy to get started especially if you have used any database driven SAAS application.



Support for the sales team has been very good with an immediate contact both email and phone to indicate their interest in getting us up and running. In a world of automation often the importance of human contact is overlooked and having investigated other cloud platforms an actual phone call is not common.

The potential to have a fully integrated platform that you can pick and choose by the module for the specific functionality you require is compelling.

Cons: Limited integrations with other cloud apps out of the box. There is API access if you want to code your own or use third-party middleware such as Zapier to connect but I have not created an integration yet.

Overall: Simple setup and highly customizable modules allowing for the very granular creation of feature sets.

It's great!

Apr 25, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have been using Zoho Desk for a while and it's a game changer. Easy to use and with amazing support. Once you get used to it, you will love it. Using Desk changed our company for good since we can have in one place, the way we interact with our customers and vendors.

Cons: Not that much, the new desk improved a lot the experience. Probably to be faster but I am suing very low connection. So, not sure

Capterra loader

Zoho Desk Review

Nov 30, 2018
4/5
Overall

4 / 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: If you want to improve your relationship with all your current clients and prospects, you need to use this amazing digital platform. It is a reliable tool for managing customer relationships and for keeping your content well-organized. I like using it because it is an efficient web-based customer service application that is also easy to customize.

Cons: Honestly, I usually find the price of Zoho Desk high for small businesses. Although the tool is worth to invest in, the vendor needs to do something on its pricing to accommodate young entrepreneurs.

Overall: I like using Zoho Desk very much because it is a helpful tool that has a great and easy to use interface. I can recommend Zoho Desk to other people because it is a powerful software.

Capterra loader

Complete IT Help Desk Solution for Large Enterprise

Sep 25, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Everything is very much planned, properly ample surveyed before making it live. Detailing is outstanding. Without knowing to code, anyone can rebrand the support portal in a few minutes. Excellent. We are giving support to more than 50 clients across India through their portal only.

Cons: Nothing as such and backend developers keep updating regularly. Nothing to complang much here.

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: 10.0/10 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.

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.

Easy to implement, quick to operate and easy to consult

May 22, 2017
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Create custom tick filters with different criteria to improve your response time and solution. The information you have at the time and you can consult via iOS and / or Android the answers are instantaneous. It is very important for us to delegate the tickes to an agent, it is very simple to manage in this sense. It is definitely a powerful tool.

Cons: I think they could improve on the part of the application for iOS and Android, it is too limited. The fact that it is not possible to add an attachment when replying or writing an email, or an attachment in a comment; limits daily operation. In the same way the tasks are useful to delegate and organize the work, but the application does not allow to perform these functions. There is work to be done in this area of the application.

Overall: A considerable improvement in client - provider communication. Organizes and greatly simplifies the control and information of each case that a client can request; improves response times and certainly provides support by having the information grouped in such a way that allows you to respond accurately, quickly and accurately every subject.

Overall positive experience, easy to setup and use

May 31, 2018
5/5
Overall

4 / 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: I like most the ease of setup and the amount of functionality the system provides.

We were able to successfully set up the system to work with our support email and to have tickets created with each new email which has improved productivity and made it easier to track all tickets and prevented us from having to copy all information to the zoho desk platform

There have been minimal issues with the setup and it is overall a reliable system to use

Cons: It is sometimes slow to operate on a browser and selecting or managing the tickets is difficult to do when the browser is slow to respond on the zohodesk client.

Overall: Great functionality and ability to customise all aspects of the ticketing system

Zoho Desk is a great tool - we also love Zoho Mail and Zoho Vault

Feb 07, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great way to edit files, free business email service is great service, the 5 user limit but you can get more when you get referrals. Zoho Vault is a tool we use alot with many teams to store and share passwords securely.

Cons: - desk tools can be slow

- 5 user limit for mail is low

- zoho vault really needs an update as even the copy password functions needs flash

Overall: Great Tools for Free

A great software for a web-based customer service application

Oct 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I use two different software for customer service application, one is the ZOHO Desk. I adore ZOHO due to its much possibility for integration with other very useful ZOHO products. This allows increased productivity and better customer relations in my part. With ZOHO Desk, the initial price offers just and great features that are not limiting at all. The customer feedback collection allows so much management for received feedbacks. The interface looks clean and very sleek as well. A very organized look allows ease of use of the product.

Cons: Sorting functions such as removing or filtering spam are hard for ZOHO Desk. Everything can be initially messy.

Capterra loader

Great Product & Excellent Platform

Mar 22, 2018
5/5
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: Zoho desk provides my company with piece of mind that The service desk will always be there. They have great features and friendly support agents. Every-time I contact their team, It's always a pleasant experience

Cons: That they reduced the amount of free agents on the free plan from 10 agents to 3 agents. They should be informing their free plan customer a little better.

Overall: Gained lots of customers and got new business that I never dreamed I would receive with my business. Zoho Desk has brought me praise and the embrace that I will always have a helpdesk software

Have used zoho for the past few months and it is great to see the items iIn one place

Nov 18, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: We like the options to enter a knowledge base as we see this will help us internally and opening it to our customer base for reference. The dashboard, added perhaps a year ago is a great quick view on the overall status without having to order reports

Overall: We don't respond from the software to customers as the formats don't match our templates but it looks like that is coming on a feature list

great for what it is

Dec 06, 2016
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - pick it up and use it, it's literally the same as every other support desk software

- their support department responds quickly

- the new interface has great metric reporting

- connects to almost all other Zoho products

Cons: - the new interface is bad

- can't merge more than 3 tickets at a time

- can't assign multiple organizations to a single person

Overall: The old interface was great - old, but great.

There are a ton of bugs and UI/UX oversights in the new client.

However, the new client is much better in terms of metrics and ticket reporting.

Recommendations to other buyers: the best bang for the buck

Everything is in BETA, after you are sold into a purchase...

Aug 24, 2018
2/5
Overall

2 / 5
Ease of Use

1 / 5
Features & Functionality

4 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.

HTTPS had to be requested and is not a part of the package unless you call up and request it.

Cons: I purchased a package from Zoho - Desk and Invoicing - so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.



After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.



The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.



So far, everything does not work as advertised.



The support reps keep telling me that their integrations are in BETA.



BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.



I would not recommend this product and would put up an advisory on your website indicating that most of their "integrations" are in BETA.



I am further contacting my bank and the Attorney General for California.



I don't pay for BETA software.



Is there another company that actually fulfills their sales pitches?

Overall: I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.