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

1181 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.zoho1.eu
  • 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

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

Zoho Desk Reviews Recently Reviewed!

A must have tool for customer support

Dec 11, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy Customization. Compile all your customer interactions at one single place. Live Chat and Knowledge Base are awesome.

Cons: Not able to add multiple categories under a department. Need to create new department for adding a new category.

This software has helped our customer service department tremendously.

Dec 11, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Having a ticketing system to keep our CSRs organized. I also love the option for integration with various other mediums.

Cons: I wish there was an easier way to set up permissions and more possibilities for customization.

Overall: The software has proven to be a great tool in my organization.

Challenging yet satisfying at the same time.

Dec 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: User friendliness. Easy navigation. Performance and customer satisfaction tracking. Reports and custom views.

Cons: It is difficult to add a customer to the correct place, unsure on how or what to choose, new contact or new account?

One of the best help desks Softwares in the market

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

Pros: A great tool to attend your customers. Is very easy to set up, great assistance with live chat if needed. The chat available is great to integrate it into your company web page.

Cons: One of the things that must be implemented is the option to duplicate tickets, which do the job much easier and faster. Other than that, it offers everything you need.

All integrated and seamless Experience

Dec 09, 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 ticket board, its making the urgency in my team to get things done, the help center has all the information that my customers require and the best part is how they like the customization part. this is simply world class.

Cons: I would've really loved more integrations other than Zoho integrations. Because i use tools like HubSpot and Intercom so I would've loved to get more flexibility in that.

Overall: The best, my customer care and helpline is now officially always on.

Great Product

Dec 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The product is great. The features are simple & easy to use. the team is also really happy by using them.

Cons: In trial version the email will get blocked without any initimation & the product will not be able to fetch it again.

Drop mic with this helpdesk

Dec 06, 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: Way cheaper than zendesk, great reports and easier customizations. The analytics is very insightfull, the prices are very affordable for any business and even the trial version is already better than any other

Cons: Poor language options and probably the design is not very flat and clean. But that can all be overlooked

The help desk system is a great tool, gives value to your money, and satisfies customers.

Dec 06, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is easy to track tickets, as an administrator you can have an easy control of tickets, generating reports is a simple task. Customers have an intuitive portal for the lifting of their tickets.

Cons: Configuring the software is a bit complicated the first time, once configured the way of interacting with the system is extremely simple.

Overall: My clients were satisfied from the first time they used it, the collaborators had better control when it came to supporting customers.

It has only been 3 days since I started to use this help desk. So far, everything is working well.

Dec 06, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 1. User Friendly
2. Alert System
3. Ad Free
This software has tons of features. Our company is mainly focusing on the ticketing system and the ease of customizing the ticket fields is helping us a lot.

Cons: I wish zoho desk had RMA tracker. I know it's not built for RMA but if zoho could provide add-on for RMA, we definitely would use it.

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Fantastic Ticket Management & Support System

Dec 06, 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: We at setindiabiz has been using freshdesk for quite a long time, however since we are deploying zoho for all process, after the launch of zoho desk we moved our support functions to them. We are enjoying the ease of doing work and seamless integration with zoho crm. I strongly recommend this product.

Cons: I am expecting better customer care, at least they must revert when they say will come back with the resolution.

Overall: my entire support function is robust and responsive now.

Zoho desk is very helpful for managing different inboxes and tasks within a team

Dec 04, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of use, Zoho desk is very helpful for managing efficiently different inboxes and tasks within a team

Cons: Limitations of the free version, only 1 inbox, integration with Zoho CRM and some emails got lost in the middle.

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Easy to use and straight forward to setup - you can get going with the online heldesk in 30 min.

Dec 04, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: Easy to setup. Lots of features. No infrastructure required. You can just decide to use it and you can just start using it for customers.

Cons: Confusing when setting up for a trial - by default you are in Enterprise Licensing, so you're not sure which features will be available after the trial ends.

The system was easy to navigate while still having powerful features to handle all types of issues.

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

Pros: Easy to integrate with Zoho CRM. Great user chat that is easy to integrate on site. Also the price is really affordable.

Cons: I wish there was more flexibility in the Knowledge Base so that writing articles could be more customized.

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Absolute Best

Dec 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: 9.0/10 Not
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Pros: Extremely easy to use. Easy to setup. Same features as Salesforce and other big names. Integrates nicely into other Zoho products.

Cons: Can be a bit pricey for a small company. Can get a little confusing when integrating into several programs.

Good user interface. Easy to use

Dec 02, 2017
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: Free trial lets you experiment with the features you company needs. Its fairly easy to use and web based.

Cons: The trial is too short but it can be extended by submitting reviews. It takes a while to learn some of the features.

Overall: Free trrial

Best of the Best!!!

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

Pros: We have use this help desk for about 2 years and we recommend it 100%. Personnel from zoho helps anytime needed over live chat

Cons: Sometimes it goes offline and we do not get notified. There is no option to duplicate tickets and chat can not be set with business hours.

This product had all the features we need for our growing organization, easy to understand and use.

Dec 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Customer portal can be branded to our organization. The interface for the customers is simple and easy to navigate.

Cons: Links to the portal were hard to find on our initial set up. It would be nice to see the link more clearly when first logging in.

Overall: Clear idea of customer issues, made it easier to tailor support needs to our customers.

Great functionality

Nov 30, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to implement and use. Excellent features. Really happy with it. Tagging is easy, but mostly.... the views are useful.

Cons: Only seems to integrate with Zoho Crm, which isn't surprising really. Would be nice to being able to use with other CRMS.

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Was easy to use, and great value for money

Nov 30, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The 360 degree view of customer engagement enables us to stay on top of any and all inbound customer requests.

Cons: Lack of automated filtering ability can severely hamper our ability to effectively deal with larger request volumes.

great !

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

Pros: ticket system, great tracking ability. Very suitable for small business. I would recommend this to others.

Cons: need to find ability to mask ip and email, other function are not bad. Very suitable for small business

it is great for services

Nov 29, 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: 9.0/10 Not
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Pros: I like this application because it is the solution for my work. it is quick and reliable also it can integrated with Zoho Crm.

Cons: It is not free. And I don't like it hasn't enough translate for the Turkish language. if it has we can use more effectively.

Brilliant, easy and user friendly!

Nov 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: User-friendly, Ease of use, Support staff are very responsive. The Zoho family software is very good. We are still in the process of testing full functionalities. However, looks good so far

Works Well once organised

Nov 28, 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: Works very well once you have all the information set correctly. Everything then works seamlessly. Thanks

Cons: The only Con would be that it can be time consuming to get it setup and running the way you need it.

Much easier to use than competitors

Nov 27, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Integration with Zoho - many of the other chat and ticketing tools don't easily integrate with Zoho, or they only integrate on a limited basis with Zapier.

Cons: Some setup was difficult - to get the integration within zoho to actually work, it seemed like we had to go through a million steps.

good

Nov 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: 10.0/10 Not
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Pros: is a great choice for either internal helpdesk or external service desk scenarios. It integrates with Facebook, Google Analytics, Twilio, and Twitter to extend functionality and provide gateways for users to interact with agents using Voice-over-IP (VoIP) or social media, as well as to provide data analysis to managers monitoring customer interactions and service-level agreements (SLAs). All of that and a nice price tag earn it an Editors' Choice award in our helpdesk category, along with HappyFox and Vivantio Pro.

Cons: Overall, the Enterprise version of Zoho Desk is a very capable, easy-to-use, and nicely priced helpdesk system. A free trial makes creating a test bed simple and it provides a well-designed and capable UI for the Enterprise version. Unless you're specifically looking for a helpdesk system with integrated asset management

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I used Zoho Desk as an internal help desk system for my client: a leading bank in Palestine.

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

Pros: The software is simple, and user friendly with ability to customize it.
the main objective of software is mainly to mange customer service, but in my case, I used it for internal ticketing system for bank employees to send their maintenance requests to the maintenance officer.
Zoho Desk contains a customer portal with minimum needed functions to send and view requests. I can customize the colors and tabs names and views.
Contains lots of reporting views and lists in multiple filtering options.

Cons: I need the software in Arabic Language
it will be more attractive to super users (agents) to add more options for branding the system interface.

Very easy to use

Nov 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: 10.0/10 Not
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Pros: Zoho desk is the great toll to manage the contract and tickets. I am using Zoho books since last 3 yeras. it is very good and very easy for accounting

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.

Awesome value for the money

Nov 22, 2017
4/5
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: Incredibly easy to setup and integrate with their other products. The products are well thought out and have mobile apps as well.

Cons: prices can get out of control if you don't bundle their products. The lack of integration with Office 365 in disappointing.

Overall: Great for tracking customer issues via email or web form.

Seems great software to manage support tickets

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

Pros: easy ticket creation, reply is properly tagged to original tickets, multiple department options with multiple email configurations

Exceptional Service

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

Pros: Has Unique Helpdesk feature supporting as per channel. I got my agent started and it gives good functionality is escalation process

Cons: Too many things need proper documentation and also the trial period is short but it's enough for realizing the importance.

Still reviewing good value for money

Nov 21, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Price and has KB , Chat, Support, phone, and possibly can add text, Thought this would be a good product for a small business on a budget

Cons: Doesn't have wordpress plugin. This makes it difficult to integrate will only be a link to send person out of your site to Knowledge base.

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Powerfull support software, tricky to translate

Nov 21, 2017
5/5
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: I can control mi technicians and their work, create tickets from social networks, emails and on site. Great web forms to create tickets.

Cons: No fully transtaltion to spanish, templates still in english if you choose spanish. We had to translate all of them, not intuitive to adjust some templates.

The solution is easy to use

Nov 20, 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: 8.0/10 Not
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Pros: I like the Workflows and the costs. Most systems I have reviewed has a higher cost. In addition it has good integration to outlook as we use this to manage all mail communication

great

Nov 20, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: software allows the users to sort the tickets by date/preferences. Also allows the search function to look into a previous ticket

Cons: sometime the emails could be buit hectic. Would reccoemnd to set up a rule based system as in Outlook.

Overall: customers happy

Zoho Desk is one of the best tool i have came across

Nov 20, 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: 7.0/10 Not
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Pros: ease of management multiple channels has good Mobile App to use Zoho desk anywhere online knowledge-base is very helpful.

Cons: HTML emails signature is hard to configure. took long time to configure it. bulk ticket management is hard

Works quite well for small business

Nov 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: The tag feature is very helpfull in finding typical needs, bugs or product related interests. The same with the knowledgebase.

Cons: The integration to other Zoho products could be easier as well as It´s a bit pricy as an add on to the already existing Zoho CRM premium plan we are using.

Pretty convenient to organize customer support

Nov 18, 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: Fairly easy to use. It gives you many tools, with most of the fields you need to manage an good cutomer support system, no matter in which industry you're in.

Cons: So rich that it may take some time to setup if one wants to benefit its full potential. Still need to get my back into it to turn it into a pro.

Overall: Clear and convenient to use. Pretty powerful

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

Fantastic

Nov 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It has so many functionalities that will help you to manage your relationships with your costumers in a more proper way. You can use it along with Zoho CRM and other Zoho applications and the benefits are even higher. Just by clicking in a costumer, you will be able to see everything related with him, from his personal contact information to all tasks related with him, mails received, etc. It is highly useful, moreover, it offers more ways to have a higher control over your employees.

Cons: The major problem was the difficulty in learnig its usage, and, consecuently, start taking advantage of the software itself. Apart from the difficulty, the users guide wasn't very useful and I think that they would need to improve that. Other aspects are the design that could be imporved or small and insignificant bugs.

Overall: Despite the problems that I have described, this software is totally worthwile and I recommend other enterprises to start using it to. It is an incredibly useful tool in costumer management so I encourage other people to start implementing, and to not feel anxious if they feel that they don't understand how it works, it takes some time.

Is a very useful application. The live chat is a really great tool and agents respond very fast.

Nov 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: Easy to use, easy to customize and you can do whatever you need for your call center or help desk. I have another Zoho account that have been using for years and works perfect.

Cons: Tickets can't be duplicated, mandatory fields can not be assigned to certain users. other than that the software has all needs necessary for us.

Overall: Excellent customer Support.

Best helpdesk / support ticket system we have tested!

Nov 16, 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: Easy to use, integrated with other Zoho apps. Make support interactions seamless and helps us document all support requests. It's easy to use and affordable for even the smallest startups.

Overall: The primary benefit was to allow us to document / archive all support requests from our customers. Before Zoho Desk we were using spreadsheets. Spredsheet are not efficient in documenting customer support interactions to say the least. With Zoho Desk we have an archive of ALL interactions and actions taken.

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Still testing it out

Nov 15, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: snippets so far seem kind of useful. Cant compare this to other desk software platforms though as I dont have the experience.

Cons: Cant schedule emails to be sent automatically at specific times. No response if calling their support #. Need some sort of import that checks headers, for say GDocs, to the knowledge base.

Excellent Request Management Tool

Nov 15, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The amount of functionalities it has. Having all these different functions really helps you to manage in a proper way you relations with customers. Moreover, this software allows you to have a little more control over your employees. At the end, this program makes you able to control a lot of different things in a quicker and easier way than before. 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: It was a little bit difficult to fully understand how it works, making us loose some time learning how to use it. We noticed the lack of a useful guide on its working method. It has no bugs but some aspects that could be better designed, but it is not a big problem. 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.

Good trial so far, like the feature set and interface

Nov 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The interface is neat and intuitive. I like the feature set and the ability to integrate with other vendors like JIRA and Twilio, which is a must for us

Cons: When signing up it started sending invitations to all the contacts with my same domain, which created a lot of chaos, I may have done something wrong but as far as I recall I did not touch anything that could have caused that

Very good product

Nov 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: 9.0/10 Not
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Pros: Very good product. Clean and clear intuitive interface with detailed and configurable options. Definitely would recommend.

Cons: Problems with Outlook. Images are downloading very slow and produce freezing and forcing app to close.

Intuitive Software

Nov 12, 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: This software knows it all. The UI is very clean, the module is very useful. The report customization is a plus on this one. We're looking at Zendesk, but now i'm thankful that we didn't go through and found out this one.

Cons: Hi Zoho, is there a way for us to get the enterprise plan lower? We will be having more than 10 agents.

great

Nov 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: i like the fact the software is free version so you can test it , zoho is like all in one tool for your consulting or other smbs

Cons: it is really hard to get hold of a live person, it gets tough for new users to understand and find all the features

Simple and very powerful, with powerful form creation

Nov 11, 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: We were looking for a new ticket management software.
We used an internal solution.
We have selected Zoho Desk.
With the power of creating these forms, the powerful management of statistics and is clearly superior to the competitor.

Cons: It still takes a few weeks to master the design of the software.
There are so many options, it really allows a lot of customization.
This is an advantage, but also a disadvantage

Easy to use, learn and the UI is intuitive. The setup of tickets and tracking is cool and very smooth.

Nov 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The price is a very good selling point and the software is easy to use. Notifications through email system helps a lot for tracking tickets closely and with automation and alerts you get full aware of things going on.

Cons: The information between the tickets and tasks modules are not fully integrated to create full reports of both of them combined in a single email template, which is a little bit frustrating.

Good Program. No issues.

Nov 06, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Price is a very good selling point. Software is easy to use. Notifications through email system is a positive.

Cons: Customer support is a little slow. I am not sure if they work weekends. i sent an email on Friday and didn't get a response until Monday.

Really loving this platform!

Nov 05, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ticket tracking, easy input to build a solid KB, live chat, i cant wait to find out what else it can do.!

Cons: The trial wasn't long enough to play with all the functions and features. I wish I would have have longer to see if this platform offers everything my company needs.

Overall: We havent integrated it yet, still trying to see if it fits our needs.

Lots of features

Nov 04, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Great custom branding options allows you to make it look and feel however you want. lots of features.

Cons: The con is that there are so many features and options, it can be confusing to use as an admin and often have to look up how to do simple things. UI should be improved for admins.

Zoho Desk help us to improve our support

Nov 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zoho Desk is very well suited for supporting our customers which are coming from multiple countries accross Europe. This is a real good companion

Cons: API is a bit tedious to use, some stuff like searching specific tickets from customer is not possible at the moment.

I just started to use the ZOHO

Nov 03, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The package gives a lot of features that are required for good customer service. It helps in daily management of all inquaieries

Cons: In some areas it is too complex which make it sometime difficult to implement. Only in Enrerpirise version it is possible to integrate the package with e-mail account.

It's has a very clean interface and is easy to set up.

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

Pros: Having it automatically create Knowledge Base articles when you resolve tickets; allows me to configure web form fields specific to our company; the ability to create automated responses and teplates; being able to assign an agent based off a keyword and\or tag.

Cons: Oddly enough - the only con I have is actually it's Pro. It's got SO many features - a small IT department like mine (3 people) can get lost in trying to configure how to restrict certain features until we become larger. (Such as chat and forum moderating). But that's probably because I'm still learning the system right now.

7892477ddc704986319dff3c816ed16b

Zoho is great!

Nov 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, easy to learn. The UI is intuitive, and the setup of ticketing and tracking is fantastic.

Cons: Some settings can be a little difficult to find without guidance. Some of the integrations take a bit of doing.

One of the best Tool s i have tried so far for ticketing system. The Enterprise ver has everything

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

Pros: The software is very easy to and can be customised a lot, the reports are great tool and include time tracking.

It was easy to work in the system.

Oct 31, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The time tracking feature within the software was great. It was able to track almost down to the second of what I was working on in the ticket.

Cons: Not Hipaa compliance which is a big concern when looking to purchase service desk software. The reason why is because we have medical and person information that comes through our system.

The tool is a one stop solution for all the information

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

Pros: Reporting and the notification system. Can see the pending and closed issues perfectly sorted out. Can handle the support calls easily

Cons: Chat which is not user friendly. The chatting is only on issue based. Unable to see the contacts to perform the chat.

using zoho desk was gud

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

Pros: Zoho Desk is so easy to use and see what has happened with the issue related to the ticket. Working as a team, we can see what other people have done on a ticket.

Cons: Everything is good in Zoho Desk but free trial can be extended for some more days.And there should be support option here also like zoho crm (chat).

Free Trial

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

Pros: There is lots of functionality and options included in the lower priced license, probably more than I need.

Cons: Has more features than needed and can get confusing but was disappointing the group functionality was not included in my license.

Very easy to use and setup; a pleasure

Oct 30, 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: 9.0/10 Not
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Pros: Ease of use and training. I was able to get folks on and using it very quickly. The UI was intuitive.

Cons: Limited in filtering capabilities and view creation. Need support for more conditions and clauses to build up custom views.

Simple to use and Multilingual

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We were looking for a multilingual CRM and HelpDesk software. When we found Zoho we were surprised by its ease of use and the multi-module just to make our life easy

Cons: After registration, you need to configure the entire thing. even if it is easy it is also complex and one must know what he is doing cause it can stop working.

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Zoho desk creates a great solution to manage your request workflow.

Oct 30, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Add company branding
Access with email, phone, txt, and web.
Dashboard on activity has been very intuitive.
Chat help feature with Zoho support team is very responsive.

Cons: Paying extra for reporting add-on.
Also creating a workflow to discard requests if they have a certain subject would be helpful. You can auto close them but they still show up in the reporting.

Overall: Cloud workflow system

Easy Tracking

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of being able to communicate privately or publicly within the office and other users. We also like the fact we can track the work being assigned.

Cons: At times we loose track of our tickets because we haven't fully learned how to make labels for our tasks. We are learning it though.

Good for the price

Oct 30, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I use several Zoho apps, and this is no different from the others. They are perfect for starting out and can scale with you as you do.

Cons: I have not found any thing I don't like except they should make one area you can use all of the Zoho apps at once.

Great Product

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Great product, loads of features. Well worth a try. Easy user interface and easy to connect to other apps.

Cons: Very difficult to differentiate between what functions that are included and not with the free version

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Great solution. Gives our organization a professional support ticketing system

Oct 30, 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: 10.0/10 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.

Awesome Most of the TIme

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Great Saas tool and very easy to use. Great results from our clients and very easy to manage tickets. Employees seem to have no complaints.

Cons: I have had emails that have not been received that were sent, but it seems great otherwise. Other than that I have no issues.

Reasonably simple and quick setup of an on-line helpdesk function

Oct 30, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of deployment made it quick to setup on our website. Try before you buy option is very useful. Large feature set, sufficient to setup a basic service.

Cons: Integration with other ZoHo modules and 3rd party products is unclear. The setup of SLAs and workflows requires a little more effort to comrehend.

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Great custom service software. It has tons of options. But needs quite some UI Improvements

Oct 30, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - Has tons of features
- Covers almost every requirement
- Good channel management
- Categorisation is great.
- Better for larger teams
- Fairly usable UI...

Cons: - The settings and options are too cluttered.
- You will have to traverse through a multitude of options to achieve something
- Unfortunately, it creates a ticket even if a mail from and to is same (the support email)

Finally found the software for our team after searching for ages!

Oct 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: Really easy to use and get up and running quickly.
Covers all the bases.
Strong case management.
The UI is simple to work with but doesn't sacrifice functionality to achieve this.

Cons: If i had one minor complaint it's that there doesn't appear to be an easy way to change the layout/colours/fonts etc. Not that it's a major issue but would be nice.

Overall: This was the first software help desk solution that we didn't have to spend a long period of time configuring to get it working how we needed it to. Out of other options we had tried at the time when undertaking our research, most had to have scripted or difficult configs to make it our go to platform.

A great product for support

Oct 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's very easy to use and operate as a single person and also as a team. Very happy with the support as well.

Cons: Haven't figured out any cons yet as we are still exploring the system. I think the design can be simplified (with more space) a bit for user experience.

Integrates with Zoho CRM

Oct 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Integrates with Zoho CRM which is an inexpensive CRM so we can track accounts from lead to potential and then track inbound questions or cases.

Cons: Ease of setup is not intuitive. I am not sure how many accounts I have to purchase on Zoho Desk as I just want 4 or 5 so testing.

Good platfrom to test the waters

Oct 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: good for startups who want to move to a platform for their ticketing system that has a lot of features

Cons: all my users keep getting a trial over popup eveytime they login. This should ideally be there only for the administrator

In simple words I would rather call it as a legendary advancement in service industry and business

Oct 28, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Integration of desk and CRM helps to obtain on time instant reports to understand the trend and focus points to enhance performance; this enables the entire organization's business to be more productive and every productive

Cons: Too many bridging sub-options and menu's which resembles similar in most of the application pages
when I tried to change the desk name and site connections the entire desk and site found corrupted with error 404 "Page not found"

Overall: Simplified and indepth solution for team handling, performance monitoring, business management, account management, training, website management rather I would say its an universal business tool for business - customer service and service management

great product

Oct 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: 9.0/10 Not
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Pros: this is the third app I have used from Zoho. Never cease to deliver. Their Support desk is very responsive, considering a worldwide company.

Cons: I really have not run into a problem using them - there was one instance I did not get a response as quickly as I anticipated. But that ended up being an escalation issue.

Overall: easy to use.

Great software

Oct 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: Ease of use and integration with the rest of the suite. There are another good pieces of software from zoho that can be integrated with Desk.

Cons: Pricing. I keep thinking that any helpdesk software must cost less. A 'per company' pricing model would be great

Easy to use

Oct 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: To have able the options to follow tickets. Notifications are helpfully for our daily job and easy to manage

Cons: I tryed to adjust the form according user request or for our needs in the company but it was not possible.

Overall: To have registered activities for our technicians

Easy to use, wonderful support desk tool that you'll actually WANT to use

Oct 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: 10.0/10 Not
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Pros: The software is so simple to use and very intuitive. With zero training whatsoever, I was able to set up the entire workflow for multiple agents and begin taking support tickets within 20 minutes.

Overall: Help desk support made easy.

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.

Basic

Oct 27, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: The ticket desk, it has a very professional look and feel to it. I also like the fact im able to extent the trail.

Oct 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: 7.0/10 Not
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Pros: this software is good about overall Quality, Ease of Use,Features & Functionality,Customer Support,Value for Money

I had very great experience with Zoho Desk.

Oct 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: 7.0/10 Not
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Pros: The integration with Twilio Could Communications is very important. This is the most crucial requirement for me.

Cons: The Live Chat is not rich. It lacks some reporting features. I hope you will add more features to that.

Overall: It helped us reach our customers from single platform.

Still in the trial period and testing the functionality for our organisation

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

Pros: The dynamic workflow in regards to integrations between Zoho Desk to Zoho CRM and Twilio. Custom templates and user environments.

Cons: Some limitations in terms of full integration with Twilio, however much more flexible than other products out there.

Very happy with using Zoho Desk. We increased our productivity and efficiencty

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

Pros: The best thing with zoho desk is how easy it is too use. The autocompletion and suggestions from the knowledge base is perfect for everyday use.

Cons: The most annoying thing for us is that there is so much integration in the software so it becomes a bit annoying. We are also a small company so the price is a bit to steep for us to freely buy agent seats.

We will need more time to test all the features. It is few time for the free time.

Oct 26, 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: 7.0/10 Not
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Pros: The Price/user is good.
Many avanced features.
Everything seems customizable.
The user interface is friendly.

Cons: The administrator front end has many menus (front, bottom, left, rigth). It is dificult understand where is each option.
The form customization is too few.

very user friendly

Oct 26, 2017
3/5
Overall
3 / 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: Extra features that are very helpful and fully execute the needed jobs and get the needed reports and graphs

Cons: nothing bad enough to mention , could do a little bit more with the reports and graphs that can be executed.

Overall: Countless

Amazing

Oct 25, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Simplicity, good ui, easy to use, easy to learn, nice documentation, agents loved it, you are better than LiveAgent.

Cons: No calendar support provided, no customer support portal, support staff could be a little faster to respond.

Awesome Support Desk Tool

Oct 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: We have been using Zoho Desk tool for a month now and have been very happy with the software. It has helped our team to get back to client on time and increase the customer satisfaction.

Cons: The initial setup does take some time but the Zoho team was always available to help us out.

Nice UI with modern look 'n feel and very customizable fields

Oct 25, 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: 7.0/10 Not
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Pros: What I like most about Zoho Desk is the field customization. I can add up to 50 fields for the Accounts/Customers area which is great. The software is also very speedy.

Cons: The search ability within the KB is a bit lacking because it appears to search only based on meta words added to a document rather then the words within the document itself. I can understand the reason for this so as to help reduce the number of returns when doing a search so it's really a minor con.

Very self explanatory making it easy to understand.

Oct 24, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Creating customer happiness is our company's x factor so being able to solve clients problems immediately or so at least they can see that we are doing all we can to solve it and keeping them updated on progress is very important. Zoho Desk allows this immediate client interaction.

Overall: Client interaction leading to increased customer happiness

Great, has several modules to help in projects, leads, helpdesk.

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

Pros: all the modules are linked, the leads with projects, the projects with assist and helpdesk. very nice.

Cons: I think is not that easy to understand at the first time, there are no index online to look for the functionality you are testing.

Most feature complete for the price

Oct 24, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: HIPAA compliant and easy to introduce nontechnical people to. We found that it was a matter of minutes before the users were getting in and finding how to assign tickets, search for them, and answer questions.

Cons: Some of the filters take a little while to apply or take effect. When you close a ticket there's a noticeable delay between then and when it disappears from the list of tickets.

Overall: Integration with CRM and with our application with minimal work.

Affordable help desk solution, decent features and good Zoho CRM intergration but needs improvement

Oct 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Affordable help desk solution, decent features and good Zoho CRM intergration. Easy to use once you get the hang of it.

Cons: Features need to be improved, vis a vis top competitors like Zendesk and Freshdesk. Customer support also needs to be improved.

Zoho has fulfilled all my requirements

Oct 24, 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: Zoho as an internal platform to manage your customer interactions is a great decision for any business and the cost makes sense.

Cons: Sometimes I feel like there is a bit too much going on at any one time. Many applications lie dormant and it would be nice to be able to hide those from view so as to be able to focus on the key sections for my business.

258728b058289e306e0cb1a802f7324b

Moved from HelpScout and Groove to Zoho Desk

Oct 23, 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: The Pricing was the first attraction but their team's support and interaction was what made us switch.

Cons: The front end is really heavy - I love using Zoho Desk on the App as that is more how a 2017 software should work, other than this setting up was a bit of a challenge but now things are moving nicely. The only downside that we see is not having standard replies properly done - there are snippets and templates - but canned replies is missing - that hits a bit.

Overall: Helped us bring our cost down per month. We are also using it for our support and ticketing desk and our team is loving the interface - while there are short comings this is working perfectly fine for us.

Our biggest win has been the pricing and the teams efficient communications with our team when rolling out this solution.

Easy to adopt, easy to use.

Oct 23, 2017
5/5
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: The seamless integration with Zoho CRM and the dynamic UI sold this solution to us. The in-app windows in both Zoho Desk and Zoho CRM allows users to have a quick overview of a given client's profile, and allows us to easily navigate from one platform to the other. It also offers a better visibility over opened tickets, both at the agent level and at the admin level.

To top it all off, we expect to save enough per month to see a ROI within six months.

Cons: The Portal section is a bit bulky and is somewhat a challenge to customise. There also seems to be some limitations in regard to the permission level of users for the portal.

Overall: The integration with our current CRM proved to be invaluable. Information sharing between the two departments will help us streamline communications within our organisation to provide a smoother client experience.

We are looking for different help desks solutions but Zoho desk was Awesome

Oct 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: The things that we like about zoho desk is

Ease of use
you can quickly brand it according to your company branding
and its integration with other zoho projects

Cons: Well there are few things which i would recomend team zoho to have a look and provide features

1 Custom Reports
2. We can track Issues per companies rather then products