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

1398 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 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

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

Zoho Desk Reviews Recently Reviewed!


Excited for Possibilities

Jun 15, 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: It has all features required for supporting our customers. The Mobile app is perfect and easy to use.

Cons: Configuring the settings takes some time but it worth it. It is sometimes slow to operate on a browser

Capterra-loader

great integrated enterprise experience

Jun 14, 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: allows to integrate with other enterprise process needs. great value add features. complete value for money.

Cons: no one available for an inperson support - pre and post sale. getting presales support is difficult.

Amazing Service

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: It has all features required for supporting our customers. The Mobile app is perfect and easy to use.

Cons: More advanced reporting and two factor authentication. If they go more tight integration with Google / Office 365 it would be better

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
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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.

Excited for Possibilities

Jun 12, 2018
5/5
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: We've implemented this as part of our processing department to process tech related requests. I can see the potential for revolutionizing and streamlining our department and am very excited.
I'm still learning many of the features (which is why it is a 4 * for ease of use and features - because I'm still trying to learn how to make the system handle all of our needs)

Cons: We need to be able to customize the notifications better - it seems like all agents are getting al emails and I haven't yet been able to figure out how to customize this. Also - several emails were duplicated into the system and it caused a bunch of duplicate tickets vs. putting them with the same originating one.

Overall: being able to monitor the incoming requests and have a repository for them that isn't stuck in someone's email box is invaluable. I'm still learning the product but see a lot of potential.

Very good email software

Jun 12, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Lot of features, i like that i can set up due dates for certain emails. It a great software, i recommend it to everybody.

Cons: Configuring the settings takes some time but it worth it. I haven't found other obstacles that would be worth mentioning.

Great Help Desk with Huge Features at Great Price.

Jun 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to track agents progress and how they respond to tickets on time, plus the ability to edit contacts from email and the amount of features you have to make the tickets a better experience.

Cons: The lack of customization to the Help Desk. The tabs layout feels aged and there are no other templates to be used like other help desks.

It's a very nice app and easy to use to manage the support queries and other works by service team

Jun 02, 2018
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: Easy to use of tickets and linking to tasks. Also manage the customer details, set the reminders for the task and the comments entry in time based.

Cons: Little get confusion about the fields and values at the initial time. Also its very helpful the customization part will put more simple.

Overall: Can manage the support tickets more efficiently. Also put the tasks in right path.

Easy to use and powerful helpdesk software

Jun 01, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
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Pros: It covers all the ways tickets flow in e-mail, phone, and social in one platform. Once set up it makes it easy to onboard new team members and get them going

Cons: It takes a while to set it up how you like, and the per agent costs can add up quickly if you want to add more people to help your team.

made easy for the customers.

May 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Every year, we take customer survey and after getting Zoho desk, they were really pleased with how much better our customer support had gotten. Managing things have become easier because of them.

Cons: The packages might be unreasonably priced for some businesses and I felt this a lot. Who knew customer support could be so much expensive.

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
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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

ZohoDesk is used for customer support tickets in my current company

May 30, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like how easy it is to customize ticket statuses, templates, and tags that are helpful for reporting on customer needs and common calls to drive product improvements.

Cons: The customer support is not great. I've ended up having to explain the correct answer to the representative I'm working with after they have led me in the wrong direction in the past.

Capterra-loader

Zoho Desk is a great help desk software - nice feature set at a good price!

May 30, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zoho Desk is easy to get started with. It's easy to set up and you can be up and running in a matter of minutes. It has a lot of advanced features that help you in running your help desk in an efficient manner.

Cons: Information on setting up the system to implement some of the complex requirements is hard to find. Would have liked 24/7 support.

Overall: It simplified our help desk process quite a bit. We now get all the relevant KPIs out of the system easily.

simple program to use

May 29, 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: general notification is simple enough to view. Able to assign task thru ticket which is great for follow up action.

Cons: search function has limited view, have to export to excel for more data manipulation. Otherwise it is usable.

Overall: no conflicted copies of documentation compared to using excel on dropbox.

Great tool for our business for our support channel

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: This is a great tool for our business for our support channel. All of our support tickets come in through this and its great to stay organized and respond to requests.

Cons: Link account owners in CRM to tickets when they come in would be a good feature. Therefore we are able to get a notification when we receive a new ticket.

Overall: This is a great tool for our business for our support channel. All of our support tickets come in through this and its great to stay organized and respond to requests.

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

Capterra-loader

Awesome helpdesk application

May 27, 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: This is an essential helpdesk software for organisations of all sizes. I have bee n using it for about a year and fairly happy with it.

Cons: This can be a bit expensive if you have a lot of agents working with you can be kind of pricey hence some people end up going for solutions with a software that has unlimited agents

Overall: Easy to use and agents can chat with each other

Well designed ticketing system

May 25, 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: User friendly interface. Advanced reporting using Zoho reports. work flow automation. SMS integration & collaboration.

Cons: Can't complain really.

Customer Support extremely easy

May 24, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The built-in remote support make us ditch teamviewer which overcomes the limitation of 5 minutes per session.

Cons: The ability to completely remove an agent and re-assign all of his/her task when the agent is not with the company anymore.

Zoho Desk is powerful and useful ticking system tool

May 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Zoho Desk is an easy to use tool for maintaining bugs and customer requirements. Zoho Desk can be used to log any kind of work may it be a software ticketing system, call center tickets, helpdesk support tickets, surveys, feedbacks etc. It shows all pending task and to do lists in a single page,

Cons: I didn't find any difficulty using the ZOHO desk software. If you don;t wan to mess with thousands of tickets do update your tasks regularly.

Overall: We are using ZOHO desk to track the tasks coming from our clients that are from non technical background. ZOHO desk can be easily learned by anyone. ZOHO desk has made our life easier.

Very intuitive system

May 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to use. It has many different functions, everything you need and more. But still you do not get lost in it's possibilities.

Cons: If you want to use all its possibilities and users, it gets expensive. Not really others cons for this application.

very useful, all you need for help desk software

May 24, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: fast to implement, convenient to use. Not to many fields, just what you need to register and manage tickets. Clear and well designed user interface.

Cons: Product database, Serial number trucking. Would like to have and need more powerful functionalities in that field.

it is very helpful and i like the chat and remote feature

May 23, 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: Overall the remote tool is very handy, it is nice to have users key in all issues in one place. I can show my supervisors my progress and update the teams as needed.

Cons: none at this time i really like the software and it is very easy to use. i use this daily for my business and i cant work without it.

Overall: remote software support and ticketing

Capterra-loader

a nice and easy form to keep to hand all issues like task and bugs that I and my team needs resolve

May 17, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: task and issues organizate
It´s haveviews more practices and cleans
easy to use it´s intuitive software.

Cons: I can´t see any cons but i can say that it´s needs a dasboard to show metrics about issues by status.

Overall: to organizacion and distribution of task in the team, control of bugs and take the time in the resolution. Our costumers have his ticket number for his issues and can identify clearly the case.

Fantastic! Just what we were looking for.

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use, really clear and customizable. Best app we've used to track the relationships with our customers.

Cons: So far it has everything we want. One thing I miss is to be able to access to the rest of the apps in the same window. But not such a big deal.

Very good soft with nice integration with CRM

May 15, 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: The integration with the Zoho product family. For example, you can chat with your team directly within Zoho Desk.
The mobile app is great.

Cons: You can do so much things that you can be a little bit lost at the beginning.
With the rest of Zoho apps, it´s not always easy to configure their integration.

Overall: Integration with task management and collaboration tool, CRM, Support...

It is very easy to set up and get using!

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that the software is very versatile and allows you to do a lot in terms of customer support with it.

Cons: However, I feel like the free version is way too limited. At least allow a few more free agents (5 maybe?) and more from emails!

Easy to use!

May 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This software is great and easy to use. The integrations to our social media and the 24 hour support is great to have! Love to get the analyzed reports and updates

Cons: We have no issues with Zoho Desk. They are helpful and the software is a tool that helps us out each day

Initial feel and function look to be pretty intuitive.

May 07, 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: Initial feel and function look to be pretty intuitive. Also has a very good extension on the free trial period. As with all things ZOHO it has seamless integration into other ZOHO platforms.

Cons: Good and bad is that it has a lot of features and will take time to get to grips with the full functionality.

I love it and I fully recommends

May 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: It is so easy to start, with a basic free setup and upgrade as your company grows or develops the need for more features. The actualization makes your life easy if you have more programs to complement your job, because is all in one

Cons: there is not exist an on-site version for those people that distrust the cloud and safe the information there and it is not dedicated asset management features and so many user did not like it

The best easy Application for Service Desk

May 03, 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: I like the hopeful functionality that is easy to configure. We do not need to train employees who work with this service. We easily upload monthly reports to work with our partners

Cons: I do not like periodic (about once a year) updates that require you to understand how to reconfigure the service

Overall: We maintain a register of requests and quickly build monthly reports

It is simple, configurable and user-friendly software

May 03, 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: We can customize this software according to our needs without depending on any developer. I can add new fields, workflows etc

Cons: Its user-friendly, there is no need of any training. They have provided enough help documents in their knowledge base.

Overall: We were able to track all our clients requirements in the form of tickets.

Zoho Desk helps to build best call center and support services and is the best service available.

Apr 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 24x7 hours customer support to resolve their query instantly. It provides features of integration multiple channels like facebook, twitter, and Instagram. Ticketing system to resolve any query is the best feature they provide. Reporting and insights on various issues.

Cons: There is nothing wrong with the Zoho desk service that I could find. Their services and availability is meritorious.

Overall: Running a customer care service with the help of Zoho Desk.

this software is making my life easier by the day !

Apr 26, 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: I love the fact that this software is Easy to use,. When I have confronted some confusion due to user error, the steps the provide to fix the issue is very straightforward. I can only say that they have great support and that their team is a dedicated one.

Cons: I can really can't think of any at this point, I know I may encounter some in the future, but so far it has been great.

Overall: easy on my customer support and organizing my tickets .

Cool solution for helpdesk

Apr 25, 2018
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Cool user interface. Pretty easy to use for end users. Allows to customize the notifications emails and add html to the kb. I't available also on the free version. Great.

Cons: It takes a time to understand where are all the options and how it works. When moving from free to paid you need to reactivate some options (like automatic respond emails) in order to do them work again. Clients and end users account are quite easy to manage. However, there is no way to register all your customers easily. You need to register each one manually and it takes about two to five minutes per user.

Free/Cheap software that assists in the management of assigned tasks/tickets

Apr 23, 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: 8.0/10 Not
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Pros: It is a one stop for submitting and managing tickets. It is great for the value of the software and helps keep track of pending assignments. Very easy to use and has some cool integrations

Cons: It can be confusing to navigate at times. Would be nice if you could set up a spot where people could post anonymously

Overall: Can't compete with the free/cheap aspects of this particular software.

Zoho Desk is a great option

Apr 23, 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: 9.0/10 Not
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Pros: It's easy to use and easy to integrate with other Zoho products, so it's easy to have all the customers information related

Cons: It should improve language support for spanish, also more design options for the customer portal user interface.

Good support software with a free plan

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Full featured support software with a free plan and it has good native mobile apps for managing tickets.

Cons: Not as good as Intercom and other paid products but it works. The knowledge base interface is outdated.

The software is great, and offers fantastic streamlining of Support functions with CRM tools

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: It's easy and extremely user friendly and offers a unique white lable feature, even for the free option.

Cons: The only issue I can see, is the SSL certificate addition required when whitelabling the software to your own domain.

Overall: A complete and comprehensive support desk with all the bells and whistles.

Good

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: Excellent , Have simplified our work flow , Its fine application Excellent , Have simplified our work flow , Its fine application Excellent , Have simplified our work flow , Its fine application Excellent , Have simplified our work flow , Its fine application

Great tool to set up client support processes for startups

Apr 18, 2018
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: Ease of Use for first time configuration, all the possible channels available to communicate with clients.

Cons: Some menu options are difficult to find whe you know the tools and get experience using it, you want to set up some thing and are not easy to find, but there are they.

Overall: Free trial.

Capterra-loader

Nice application for customer management and ticketing system

Apr 18, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Multifunctional help desk management software, Ability to offer multiple support channels to customers through this, Good reporting ability and good integration facilities. Overall good software for the price!

Cons: I think the functions should be more organized and learning should be therefore easy. Also the customer support process should be faster with customer response time made better.

Overall: A good helper to manage customers!

Good program

Apr 17, 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: 8.0/10 Not
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Pros: Links in with other zoho software and offers free or competitive pricing. Good software for entry level businesses.

Cons: Takes a bit to get used to the features and functions but other then that there is not any cons that we discovered for our use.

Overall: Helped us manage cases and issues on project management.

Capterra-loader

Great Option for Collaboration

Apr 15, 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: We needed a unique customer service software that would allow vendors outside of our organization to have access to collaborate on tickets, while not providing them complete access to our system nor the ability to communication with customers directly. Zoho's Light Agent feature was the perfect solution. With the paid subscription for Zoho Desk, you can add as many Light Agents as you need which allows you to provide the best service possible to your customers.

Cons: I am interested in the Zoho One suite for our organization, however you cannot have Light Agents limited to one product at this time. But I do believe the company is working on this as well.

Capterra-loader

Great product for TI departments looking any customer support software.

Apr 13, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: -The free version offers all the items for SMB.
-Integration with other Zoho products.
-Always improving his interface and available options for end users.
-Integration between the knowledge base and the ticket system it's amazing.
-Customer Support it's always available to help us.

Cons: -Need experienced users to configure all the available options.
-End users get confused every update because sometimes they change all the functions available.
-The user guide isn't very useful for new users.
-Mobile app needs all the options available on the website.

Overall: -Manage customer support cases on a Centralize Management Software.
-Add a better option for knowledge base and project management site.

Zoho Desk

Apr 13, 2018
4/5
Overall
3 / 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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Extremely
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Pros: Zoho Desk is great. The features are robust. I particularly like the ability to use the live chat feature with all agents.

Cons: I did find that customer service at times was slow to respond. I would also like to see native email ability to send and receive.

Good trial - looking forward to the full program

Apr 13, 2018
4/5
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: The features and the price. I also like the ability to use livechat funtion within the site. We have been pleased.

Cons: customer service was slow at times. I also have some issues with the inability to send and receive native email through the site.

using zohoCRM and zoho desk is THE tool I was looking for to ensure a great customer support service

Apr 13, 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: it's easy to understand, to tech Agent and it's highly configurable and modulable. It helps us to operate our customer service with focus and quality.

Cons: up to now everything seems good. but I tried now for 2 months and I'm pretty satisfied. I'm so excited about the solution that up to now I cannot find a real cons.

A good customer requests management tool.

Apr 11, 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: 7.0/10 Not
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Pros: With the support of this software, I can manage and help all my customers. Apart from that, I have a chance to track all the indicators. A wonderful method of working with the interface. It's always nice to have the chance to make the right decision. You can always control your customers and know what they need. We are working with a wonderful program that can help us support our customers. I have the best method to cooperate with my colleagues. A great opportunity to apply the workflow through a mobile application.

Cons: It will be much better to have an easy method of training. I will not say, in fact, that everything was easy and bistro. A large number of necessary tools for use. We have no big difficulties with this software.

Evaluation

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the traceability feature workflows can be created I like the ability to assign tasks I like to make arrangements according to corporate identity

Cons: inadequate translation of turkish language I do not want your support to be inadequate I consider the lack of a desktop application as a shortcoming

Great Service

Apr 09, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Great Mail, great support, great invoicing. Really good job of moving this into the cloud. Thank you so much ZOHO.

Cons: Sometimes issues with the load times. And when they upgrade, annoying to have to reload the screen if in the middle of something.

Straightforward simple interface. Fun to use.

Apr 09, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Interface is easy to understand. Have option to convert voice calls to ticket using IVR. Multiple departments can be set up.

Cons: Reply mail comes from Zoho.com Domain. It goes to customer's spam mail folder (this can be fixed by adding SPF record to our DNS).

Overall: Happy customer.

One of the best help desk software

Apr 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Is very easy to set up, great assistance with live chat if needed. The chat is great to integrate into your company's web page.

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

used to manage customers in small insurance business

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: we use zoho desk to manage our customers and potential customers in small insurance business. great to have it cloud based!

Cons: no cons, it has been seamless and our employees have had much success in learning to use and learning to manage our customers.

Zoho has a lot of products/solutions for start ups

Apr 05, 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: We use zoho for a variety of tech needs, service is always quick and friendly with a desire to help out as much as needed.

Cons: Sometimes there's a few too many tools in zoho's tool box, lots of their products have 'tasks' features but none of them carry over from platform to platform.

Quick to Set Up and Go

Apr 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to set up, simplified helpdesk. Was able to get up and running within 30 minutes after trying multiple other options.

Cons: App is laggy on the iphone, doesn't seem to always function the way it should. Also can't seem to mask the outgoing email address

Overall: Simplified Helpdesk to offer customers and handle support ticket flow

organizing the attention

Apr 01, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like being able to have the order and take control of the assistance we provide to customers. It is also good to have the solutions within reach by the time they are resubmitted.

Cons: Generating web forms is a bit complicated. I have created some but they are not 100% functional. I wish they could be better embedded.

Overall is excellent experience

Mar 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Amazing tool and a fantastic interface, User portal is pretty intuitive and makes it easy to file tickets, Lots of integrations with development tools.

Cons: The response time and loading speed sometimes can be laggy or slow and expensive for small companies.

The big opportunity to work even faster

Mar 31, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 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 simple to deploy and easy to integrate with existing services. Zoho desk provides what's needed for an enterprise level customer service, in a simple, easy to setup and easy to learn package. It also has well-documented API specifications. I also like search feature, we can search without any problems. Also, the possibility to integrate telephony and the chat is perfect. We manage to organize, simplify and unify communication with our clients. Zoho Desk is the best way to solve questions, troubleshooting, and other issues to our customers.

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

Good support desk Platform

Mar 31, 2018
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: I like in this program it simple management, the appointment of tickets and that the program works as an extension of other functions and is perfectly combined with billing. I really like the feedback from customer satisfaction, which is provided in closed letters and opening tickets, receiving an email. I do not need to make a ticket. E-mail takes the sender and creates a ticket for me. If you are looking for a simple solution and you do not want to pay a lot of money, you should try this program. Moreover, they have an excellent free version. Despite the problems that I described, this software is completely worth it, and I recommend that other businesses start using it. Using this program, we try to avoid mistakes in our growth, and this makes our work more efficient. We have a better way to cooperate with my colleagues. A tremendous ability to use the workflow through a mobile application.

Cons: The main problem was the complexity of studying its use and, therefore, the beginning of the use of the software itself. Another problem is the design, which can be improved with small and minor errors.

Used to answer questions

Mar 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is fairly easy to use in keeping communication open between clients and employees. I'd say it is second best.

Cons: Their customer support was not the best. It didn't fulfill the rest of your needs. Not that bad though.

Great tool laser-focused on support ticketing, with an integrated knowledge base.

Mar 30, 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: Zoho Desk is very flexible, allowing customized fields in Tickets, Contacts and Accounts, even for the free version. It is possible to turn off all of the customer-facing features (e.g. email notifications, public Help Center, public Knowledge Base articles) and use it as a purely internal tool for tracking support cases. The company seems very responsive: there have been numerous improvements to Desk while we've been using it, and the one minor bug I reported was quickly fixed.

Cons: I'm still exploring the Time Entry feature; it seems easy to log time entries, but less seamless to get that info out, e.g. for billing purposes. I'm not seeing a built-in report to get that info out; it seems like their Zoho Reports addon might be needed, or I'm overlooking something obvious.

"MEH"

Mar 29, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I like that Zoho has a lot of options when it comes to integration tools. You can customize the system,

Cons: The support team is definitely slow when it comes to responses. Also, They don't really understand what you are trying to describe.

Excellent service to help customers

Mar 29, 2018
5/5
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: I like that tickets are created automatically. It is also possible to connect many communication channels and keep all messages in one service. There is also integration with other products from Zoho and other popular services. I, for example, connected JIRA. The interface is intuitive, it works fast. The price is available even for a self-employed.

Cons: A large variety of submenus. Sometimes it's hard to find the right function or setting. However, this is a payment for the huge functionality and power of the platform.

Zoho if you want a simple support Desk System

Mar 29, 2018
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: For free users, worth to try out.

Pros: Pricing is good. Free edition is enough to run a simple support portal Easy navigation. App and web based

Cons: Features overlapping each other A lot of clutter. most options are difficult to add to a ticket Email notifications come in late

I've been a long time user of Zoho Desk and I must say how user friendly and reliable it has been.

Mar 28, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I can get notifications for service request on my mobile devices. I can manage service request outside of the office. I can assign calls on the fly.

Cons: I have none so far, but to satisfy the review requirements, I will say I wish I had access to video tutorials.

So far best product for the monthly cost for small business.

Mar 27, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Good customer service, were prompt to respond when I encountered an issue linking telephone provider. Seems to have a good amount of features for the price. I like that there is no cap on the number of contacts added, as some other programs seem to have. Price is very reasonable for a small business, and when I asked to give the trial another go after trying out some other programs, they were very accomodating.

Cons: A few limitations noticed with the integrated phone system, no SMS link to Twilio or RingCentral. Wish it integrated with Quickbooks, or some other programs.

I am still learning the system but I am finding it quite simple.

Mar 27, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: That I can use it with the telephony and crm. Also the ease for our agents to be able to use a platform that is not too lengthy to learn.

Cons: The ability to have more freedom with fields in the ticket and how many contacts can be notified at a time.

Capterra-loader

Great help desk product

Mar 27, 2018
4/5
Overall
5 / 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: It's too easy to use and setup. It will give you a great opportunity to start your professional customer service to work with your clients easily. Mobility and flexibility is amazing on the Zoho Desk. Highly recommended application.

Cons: But, Zoho Desk has lack of the integration with other softwares. And I suggest navigation bar and fuctions can be placed to easier areas for new learners.

Even the free version is great!

Mar 26, 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: 9.0/10 Not
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Pros: Great place for our employees to submit tickets for necessary action items. This allows us to respond to those tickets which notify via email. Also houses our documents for employees to access anywhere.

Cons: Not a whole lot of complaints, sometimes users have login issues and we are required to submit a ticket to Zoho with occasional no responses.

Does its job greatly, automatically integrates unique numbers for each ticket.

Mar 23, 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: 8.0/10 Not
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Pros: The best part about this software is that it is easily integrated into different systems, set it up with your own branding, etc. Functions of the free version are practically enough for daily use.

Cons: When you want to generate reports on deeper levels, you quickly run into issues with the free version. Luckily they offer a professional version, only disadvantage is that you have to pay per agent.

Overall: Better overview of running issues at customers, emails that are being read by colleagues, and forgotten to set to unread are no longer an issue.

Still in Trial Period But Looks Good So Far

Mar 23, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: - The ability to assign a ticket again a products
- Reporting
- Lots of Functionality
- Good intergrations

Cons: - Navigating setup can be a little tricky at first and there are a million menus. Over all though it is a very good system. Looking forward to using it.

Everything perfect works well. Has everything you might need for ticketing solution

Mar 22, 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: We were looking for a ticketing solution for our helpdesk needs, after evaluating multiple solutions, Zoho desk seems to provide all features that we needed in a competitive pricing. everything works well.

Cons: While it works really well in web browser based application, a desktop client app would also be a good addition

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

I'm having a great product experience.

Mar 22, 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: The ease I have to meet the requests, highly intuitive and easy to understand. With a most important detail is totally web.

Cons: Integrations with other tools, I think it could be less complicated, but nothing that prevents you from using this excellent tool.

Quality support

Mar 22, 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: Thanks to this tool you can have a control of how many requests your clients make. If it is the first time you attend one or you want to know how you are doing it, you can ask for feedback after closing the tickets.

Cons: In my opinion I feel that it has improved the design and the way to execute the processes (tickets), for the moment I have not found anything negative

All encompassing suite of office tools

Mar 20, 2018
3/5
Overall
1 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: When we looked to create our backoffice infrastructure we looked at Zoho CRM. From there we quickly were drawn into a full service platform.

Cons: Way too complex for a start up. You'll need a full-time administrator to set up the tools correctly. If you invest, Zoho will be a powerhouse, but as a start up it's not a good investment of time and money.

Great tool for a growing business

Mar 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: 10.0/10 Not
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Pros: advanced configurations are available, and amazing features. I like specifically the email piping and custom domain.

Cons: little hard to get around, so takes a second or two to get it all set up. Otherwise not a big deal.

Overall: effeciency

Decent CRM software that works but just barely

Mar 19, 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
Likely
Extremely
Likely

Pros: Love how affordable it is, probably one of the cheapest customer management systems I've seen out there.

Cons: Lacks a large amount of features, very simple and occasionally confusing dashboard design, ended up switched to Zendesk after a while.

Capterra-loader

Great Customer Service

Mar 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Zoho is a great product for a new business thats just getting started on a cost standpoint. Great products and awesome service

highly recommended

Mar 16, 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: seamless integration with other zoho products. intuitive interface is helpful in managing the platform

Cons: assigning tasks to multiple agents is missing. market place is limited for integration with required programs.

Zoho Desk helps up to provide top notch support to our customers

Mar 15, 2018
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: Multiple ways to integrate with other products Easily customize and Rebrand Lots of great features like workflows, SLAs, etc. Unlimited customers

Cons: Navigation is a little difficult within the app The monochrome interface would be nice if it had more colors

Capterra-loader

Zoho Desk is an okay software but nothing so special

Mar 14, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: They provide a good amount of documentation that allows us to work with this software. In addition, they offer basic webinars on how to use this product which is helpful to our employees. This software does allow us to build stronger customer relationships, which is always a plus in our books.

Cons: The company provides online support. However, in some instances, having phone support would be preferred because it is hard to explain certain problems online. Support is online and support is only available during certain hours. Some of the reporting features this software offers are not so good. Some instructions are unclear and hard to understand.

Overall: The benefits are limited and overall it is not such a good software product. Will think about discontinuing its use.

Excellent way to manage support tickets

Mar 14, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The system is very easy to use. There is a great community with help to lots of questions I had at the beginning

Cons: Their support team is quite slow at responding to requests. It would be better if they had live chat available like they do in Zoho CRM

Software portfolio from productivity software to point-of-sale

Mar 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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

Cons: Zoho desk has no on-site version for those who distrust the cloud. No dedicated asset management features.

Great to Keep Everyone in the Organizations Up to Date

Mar 14, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Mobility of the Application as it is in the cloud. Love the Application. Integrates with other Zoho Applications such as recruits, books and CRM

Cons: App Subscription is expensive on a monthly rate. Discounts only at Annual. Delays in Unassigned Tickets.

Good helpdesk too!

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Great multi-channel support, and ticket reponses is really great! The ability to start a live chat with a user, and then go right into creating a ticket from that interation is nice as well.

Cons: Training is necessary to use the tool. It should be a great idea if you improve your users manual or guides.

Zoho CRM is so easy to use. It has all the complicated processes most other CRM's have.

Mar 13, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Its simple. We use it to house all of our leads and to keep notes on our interaction with prospects. Also to keep track of pipeline and webhook events.

Cons: Tech support is a little spotty sometimes, they always answer the phone but if you get the right support is the issue.

Overall: Ease of use and the customisable organisation. Highly mouldable to suit the particular business and business operations.

Capterra-loader

To the point service desk tooling

Mar 11, 2018
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: Easy to get your support up and running and organise customer questions. It works fast and it helps you to start a professional support.

Cons: A crowded user interface. The user interface is somewhat busy, with many many options you don't need on a day-to-day use.

Overall: An organized support center!

Zoho Support is the best

Mar 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: The app is quite robust. It's got a lot of the features I'm looking for. And it's so affordable! I especially like the mobile app!

Poorly reporting. Not a functional or dynamic enough solution.

Mar 08, 2018
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Ready to go Support tool that can be implemented at any small business in a fairly short period of time.

Cons: Not a flexible product. Poor reporting features. Unable to easily integrate in with the software to push or pull tickets.

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.

Good

Mar 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We started working with this software a few months a go. Easy to use. A lot of functionalities.
Easy for our customers to use.

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.

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.

Excellent product for managing support queues

Mar 07, 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: I like the ease with which we can manage and share tickets between users and groups and the integration of Zoho Assist is excellent for providing support directly from the ticket itself

Excellent

Mar 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: its very good ticketing system and friendly to use it and you can check the status and last updates related to your ticket

Capterra-loader

Zoho desk sounds good, currently exploring.

Mar 02, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: All In One
Task can be arranged systematically
Custom branding feels good
Thanks to trail extension program.

Cons: Support not available easily.
Free Version doesn't have much and nagging to upgrade on every other step.
Configuring Custom Domain needs customer support.

Overall: I have started using it, hoping to manage and overview activities.

Tool for knowledge base and ticketing

Feb 28, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to setup, configure, integrate and automate. Affordable price. Great tool for ticketing and customer support.

Cons: Issues and outages semioften, so emails are not being sent. This app needs a better way to search for help, questions, or options.

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.