I recently had the pleasure of using Zoho Desk, and I must say, it exceeded my expectations as a comprehensive customer support solution. Zoho Desk is an outstanding platform that offers an array of features designed to streamline customer service operations and deliver exceptional support experiences. Here's my in-depth review:
User-Friendly Interface:
One of the first things that impressed me about Zoho Desk was its intuitive and user-friendly interface. Navigating through the various features and functionalities was a breeze, even for someone who is not particularly tech-savvy. The layout is clean, well-organized, and provides easy access to all the essential tools required for efficient customer support management.
Ticketing System:
Zoho Desk's ticketing system is top-notch. It allows you to effortlessly create, assign, and track customer queries, ensuring that nothing falls through the cracks. The ticketing system also offers intelligent automation features that can help categorize and prioritize tickets based on predefined rules, saving valuable time for support agents.
Multichannel Support:
Zoho Desk truly excels in providing multichannel support. It seamlessly integrates with various communication channels, including email, social media, live chat, and phone, enabling businesses to provide support on the channels their customers prefer. This ensures that customers can reach out for assistance using their preferred method, enhancing overall satisfaction.
Knowledge Base:
The knowledge base functionality of Zoho Desk is remarkable. It allows you to create and maintain a comprehensive repository of articles and FAQs to address common customer queries. The knowledge base is easily searchable and can be customized to match your brand's look and feel. This feature significantly reduces the number of repetitive inquiries, empowering customers to find answers on their own.
Automation and Customization:
Zoho Desk offers extensive automation and customization capabilities, allowing businesses to tailor the platform to their specific needs. You can automate routine tasks, create custom workflows, and define business rules to streamline processes and improve productivity. This flexibility ensures that Zoho Desk can adapt to the unique requirements of any organization.
Analytics and Reporting:
The robust analytics and reporting features provided by Zoho Desk are invaluable for monitoring and improving customer support performance. It offers detailed insights into various metrics, such as ticket volume, response times, agent productivity, and customer satisfaction. This data-driven approach enables businesses to identify areas for improvement and make data-backed decisions.
Integration and Scalability:
Zoho Desk integrates seamlessly with other Zoho products, as well as third-party applications, offering a complete ecosystem of business tools. This integration allows for a smooth flow of data across platforms, enhancing efficiency and collaboration. Moreover, Zoho Desk is highly scalable, catering to the needs of small businesses as well as large enterprises.
Customer Support:
It's worth mentioning that the customer support provided by Zoho Desk is exceptional. The team is responsive, knowledgeable, and genuinely committed to resolving any issues or queries that arise. They offer extensive documentation, video tutorials, and a community forum to assist users in getting the most out of the platform.
In conclusion, Zoho Desk is an outstanding customer support solution that delivers a seamless and efficient support experience. With its user-friendly interface, powerful features, and exceptional customer service, it empowers businesses to provide top-notch support to their customers. Whether you're a small business or a large enterprise, Zoho Desk is definitely worth considering for your customer support needs. Review collected by and hosted on G2.com.
Complexity for Small Businesses: While Zoho Desk offers extensive customization and automation capabilities, the sheer number of features and options can be overwhelming for small businesses with limited resources or less complex support needs. The platform may feel overly robust and complex for those seeking a simpler solution without the need for advanced customization.
Learning Curve: Zoho Desk's feature-rich environment can lead to a steeper learning curve for new users. While the interface is generally user-friendly, it may take some time for users to fully understand and utilize all the available features. The abundance of options and settings may require additional training and support to maximize the platform's potential.
It's important to note that the aspects mentioned above are subjective and depend on the specific needs and preferences of each user. For some businesses, the customization and advanced features offered by Zoho Desk may be precisely what they require, while others may prefer a more streamlined and simplified customer support solution. Review collected by and hosted on G2.com.
Video Reviews
Great for small startups
6,196 out of 6,197 Total Reviews for Zoho Desk
Overall Review Sentiment for Zoho Desk
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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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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 Review collected by and hosted on G2.com.
We've been using Zoho Desk's trial version of professional plan from last few days and it's very flexible to use. For almost all of our requirements Zoho Desk has solution inbuilt. Great platform to work on. Review collected by and hosted on G2.com.
There's no option to send mass emails to our contacts or agents like Zoho Recruit has. Also, we can't integrate Zoho Desk and Zoho Recruit with each other. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
No hay clarida frente a los precios por por licencia y los alcances. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
The notifications are excellent and ensure we never miss anything important. The search functionality is top-notch, making it easy to find tickets or information quickly. The way tickets are organized works perfectly for our workflow. Additionally, the mobile application is far superior to other ticketing systems we’ve used, offering a much better user experience on the go. Review collected by and hosted on G2.com.
I would have liked the platform to be a bit faster and more responsive at times. On the dashboard, I wish there were more customization options available to tailor it to our specific needs. That said, this might be possible on the higher-tier plans, but I’m not entirely sure. Review collected by and hosted on G2.com.
I am setting up de platform, I planned to use to receive alerts from Site24x7 as well as assign tickets to my Field Support team. I am having a very good impression of how it works, it is very easy to integrate and setup the alerts to generate tickets. The integrations between Zoho Desk and Site24x7 works smoothly and once the service is running again the tickets are closed automically.
I am now setting up for the Field Service Support team and I am sure I will have a huge improvement on my Service Management and SLA Management outcomes. Review collected by and hosted on G2.com.
I am struggling with Product categories update, I havent found yet where to create new ones. Review collected by and hosted on G2.com.
Zoho Desk è una delle migliori soluzioni di help desk disponibili sul mercato. L’interfaccia è intuitiva e ben organizzata, facilitando la gestione delle richieste di supporto in modo efficiente. Grazie alle sue funzionalità avanzate, come l’automazione dei ticket, l’integrazione con altre applicazioni Zoho e la reportistica dettagliata, permette di ottimizzare i flussi di lavoro e migliorare l’esperienza. I miei collaboratori si sono trovati benissimo, dopo aver seguito la guida online hanno fatto presto ad orientarsi nell'utilizzo. Review collected by and hosted on G2.com.
difficoltà nella creazione dei campi per gli import/export di:
- anagrafica contatti
- posta inviata
- posta ricevuta Review collected by and hosted on G2.com.
The dashboard is intuitive and easy to navigate. Even without formal training on the software you can learn the majority of its core functions. Review collected by and hosted on G2.com.
Specific to our use; we wish there was clearer and more intuitive ways to connect our products to the service, such as being able to mass upload products from a CSV to the database and directly connect them to the knowledge base. It also would be nice to have a way to search up our products using different identification numbers, such as a UPC, SKU, Model Number, or product name. Review collected by and hosted on G2.com.
