the system is really simple and complete. Finally a well-functioning and highly configurable software. In a few hours I made a basic configuration working for my team.
The interface is extremely pleasant and customizable.
The price is absolutely honest and correct for our field. Bewertung gesammelt von und auf G2.com gehostet.
the configuration panel is not always so clear. For example, there are some types of notifications that I can't understand when and how they are generated. But this could also be due to my still little knowledge of the product Bewertung gesammelt von und auf G2.com gehostet.
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Zoho Desk offers a user-friendly interface with powerful automation features that streamline ticket management. The customizable workflows, SLA management, and multi-channel support make it easy to track and resolve customer queries efficiently. The integration with other Zoho apps and third-party tools is seamless, allowing for better collaboration and data syncing across platforms. Additionally, the pricing is competitive compared to other help desk solutions, making it a great value for businesses of all sizes. Bewertung gesammelt von und auf G2.com gehostet.
While Zoho Desk is packed with features, the initial setup and customization can be a bit overwhelming. Some advanced automation options require a learning curve, and the reporting tools, while functional, could be more intuitive. Additionally, the mobile app experience could be improved for better responsiveness and ease of use. Bewertung gesammelt von und auf G2.com gehostet.
I am still on trial, but our main requirement was to be able to use an Exchange Shared Mailbox as a support email to avoid creating a regular user. Out of many solutions we reviewed Zoho Desk was only one that provided this capability. Thanks to that client facing email is in our domain and we don't need to worry about message delivery or authentication.
Another thing that we liked are customizations - Zoho Desk allows to customize not only email addres or customer portal address (to be in the company domain), but also customize visualy customer portal to match company brand and website visual design. However, it could allow a little bit more - as in some cases not all bottons or elements can be fully customized. Bewertung gesammelt von und auf G2.com gehostet.
Customer portal visual customizations could allow a little bit more :)
Would love to see way to integrate with Clockify to automatically track time on tickets - I know Zoho has this option, but we're using Clockify as our main time tracking system to track time over all projects, not only support. Still need to explore other Zoho products - perhaps there's a way to use one of Zoho tools to track time globally. Bewertung gesammelt von und auf G2.com gehostet.

The knowledge base feature is what I am most interested in as we already use a different ticketing system.
The knowledge base is really easy to use and very quick to implement and set up. Bewertung gesammelt von und auf G2.com gehostet.
The user guides can't be siloed without having to do user group administration. When we have a lot of customers who plan to use the platform, and we have multiple software platforms to document, not having siloed guides that aren't visible from one another is a downside.
The video content can only be uploaded via a URL. I need to have a 3rd party video host to host our video and then link the video to the guide. I also find this a bit of a downside as others have built-in Loom integration Bewertung gesammelt von und auf G2.com gehostet.

Wir haben in den letzten Tagen die Testversion des Professional-Plans von Zoho Desk genutzt, und es ist sehr flexibel in der Anwendung. Für fast alle unsere Anforderungen hat Zoho Desk eine integrierte Lösung. Großartige Plattform zum Arbeiten. Bewertung gesammelt von und auf G2.com gehostet.
Es gibt keine Möglichkeit, Massen-E-Mails an unsere Kontakte oder Agenten zu senden, wie es Zoho Recruit bietet. Außerdem können wir Zoho Desk und Zoho Recruit nicht miteinander integrieren. Bewertung gesammelt von und auf G2.com gehostet.
Zoho Desk stands out with its automated, AI-driven workflows and smooth integrations. An easy to use and an effective ticketing system helps you keep track of customer issues, so you can work to resolution. Productivity is also enhanced with workflow automation, multi-channel support, and powerful reporting. The customized automation and its seamless implementation enhance the frequency of use, providing our agents with a more efficient platform that they can rely on daily. Zoho’s virtual assistant Zia AI includes sentiment analysis and smart recommendations, so teams can respond quicker. Additionally, its range of custom SLAs and personalized dashboards make it a flexible solution for companies of all sizes. Bewertung gesammelt von und auf G2.com gehostet.
Compared to some of its competition, the automation rules and workflows of Zoho Desk can be limiting. Integration with external applications outside the Zoho ecosystem may require more workarounds. Also, the response time from customer service is a bit inconsistent, and is quite irritating when something really urgent pops up. In general a UI and the automation can be more flexible and good. Bewertung gesammelt von und auf G2.com gehostet.
Competitive pricing compared to other helpdesk solutions in the market
Part of the broader Zoho ecosystem, which can be beneficial if you use other Zoho products
Basic ticketing functionality works well for simple support needs Bewertung gesammelt von und auf G2.com gehostet.
Free version is severely limited in functionality, making it practically unusable for most business needs
Missing essential features that are standard in competitor products, such as private agent notes
Requires significant investment in paid tiers to access basic functionality that other helpdesk solutions offer in their standard packages
The upgrade path from free to paid versions can be costly for small businesses Bewertung gesammelt von und auf G2.com gehostet.
Mi Experiencia con Zoho Service Desk: Una Herramienta que Transforma la Gestión de PQRS
Desde que implementé Zoho Service Desk, la gestión de PQRS ha dado un giro total. Antes, lidiar con solicitudes en Excel era un caos: información dispersa, seguimientos manuales y el riesgo constante de perder datos. Ahora, con Zoho, cada solicitud tiene su ticket único, lo que permite a los usuarios hacer seguimiento en tiempo real y a nosotros gestionar todo desde una sola plataforma.
Lo que más valoro es la automatización. Ya no perdemos tiempo asignando casos manualmente, el sistema lo hace por nosotros, notificando a las áreas responsables y asegurando que ninguna solicitud se quede sin respuesta. Además, la transparencia ha mejorado: los ciudadanos pueden verificar el estado de sus casos sin necesidad de escribir correos o hacer llamadas interminables.
Otro punto clave es la seguridad. Con Zoho, cada interacción queda registrada, evitando modificaciones no autorizadas o pérdida de información. Además, los reportes en tiempo real nos permiten medir tiempos de respuesta y asegurarnos de cumplir los SLA establecidos.
En resumen, Zoho Service Desk nos ha permitido evolucionar de una gestión manual y desorganizada a un sistema eficiente, confiable y alineado con las necesidades de una entidad pública. Es una herramienta que realmente cambia la forma en que se atienden las PQRS. Bewertung gesammelt von und auf G2.com gehostet.
No hay clarida frente a los precios por por licencia y los alcances. Bewertung gesammelt von und auf G2.com gehostet.
I’ve been using Zoho Desk for a while now, and I must say it’s one of the best helpdesk solutions available. Here are some of the key things I love about it:
• User-Friendly Interface – The platform is well-designed and easy to navigate, even for beginners. It doesn’t take much time to get familiar with the features.
• Powerful Automation – Zoho Desk has excellent automation tools that streamline ticket management, reducing manual work and increasing efficiency. The workflows and AI-powered assistance (Zia) help optimize customer support.
• Multi-Channel Support – I appreciate how Zoho Desk allows me to manage tickets from multiple channels like email, social media, live chat, and even phone calls in one place. It improves response time and customer satisfaction. Bewertung gesammelt von und auf G2.com gehostet.
Limited Mobile App Functionality – The mobile app lacks some key features available on the desktop version. Managing tickets on the go is not as seamless as it should be. Bewertung gesammelt von und auf G2.com gehostet.
Die Benachrichtigungen sind ausgezeichnet und stellen sicher, dass wir nichts Wichtiges verpassen. Die Suchfunktion ist erstklassig und erleichtert das schnelle Auffinden von Tickets oder Informationen. Die Art und Weise, wie Tickets organisiert sind, funktioniert perfekt für unseren Arbeitsablauf. Darüber hinaus ist die mobile Anwendung weitaus überlegen im Vergleich zu anderen Ticketingsystemen, die wir verwendet haben, und bietet ein viel besseres Benutzererlebnis unterwegs. Bewertung gesammelt von und auf G2.com gehostet.
Ich hätte es gerne gehabt, wenn die Plattform manchmal etwas schneller und reaktionsschneller wäre. Auf dem Dashboard wünschte ich mir, dass es mehr Anpassungsoptionen gäbe, um es an unsere spezifischen Bedürfnisse anzupassen. Das könnte jedoch bei den höherstufigen Plänen möglich sein, aber ich bin mir nicht ganz sicher. Bewertung gesammelt von und auf G2.com gehostet.
We are currently using out MSP's ConnectWise for a ticketing system. We are paying a per user fee, per month. The cost of this system, annually, is less then 2 months of ConnectWise. ConnectWise is feature filled, and robust, and is WAY more than we need, as we are only a 100-employee medical practice. The interface is clean, not wordy, and the time to learn the new system was minimal. Pretty straight forward. in the rial period, features are limited. I really want to see how this integrated into Teams, as we use teams heavily at our practice Bewertung gesammelt von und auf G2.com gehostet.
I am having a problem with the system refreshing to show any new tikets that have arrived. Tech is helping, so I am hoping this gets resolved. Bewertung gesammelt von und auf G2.com gehostet.