Zoho Desk reviews

I like the customization of the system, creation of workflows, and automation

I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.

Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.

Unfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.

Fairly easy to work with the developers to create a ticketing system.

It's an overseas product and it's hard to communicate due to there accents. I dislike some of the development things. Even with the higher package you were still very limited how to set the help desk ticking system up. It was easy to change the basics like logo, fonts, website layout.The important features wasn't available most times.

I highly recommend Zoho Desk as a customer support and ticketing software. It is user-friendly and intuitive, making it easy for my team to navigate and manage customer inquiries.

I dislike that the software can be a bit slow to load at times, which can be frustrating when trying to quickly respond to customer inquiries

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

It's easy to use, has more features, is less complex unlike other apps and the pricing is far lower than others with great value.

It gives lots of value for the price. All great.

Software is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.

Desktop application is not available and to get started with zoho desk need lot of modification in the computer system.

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.

Once you learn how to navigate in the settings, you can access so many advanced features - you can set your own rules for the entire ticketing system, create automatic replies and message templates, create surveys, etc.

It is easy and intuitive to learn to use it for the basic ticketing system, however, it takes some time if you want to dive into its more advanced features for the rules creation.

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

Setting up the app was very easy an fast. It has a clean UI and everybody had no trouble learning how to use it. Is really fast, having 3000+ customers is not easy, every 5 minutes one needs support and Zoho Desk really make the support team a easy job.

There are some very small things but does not worth mentioning because they are far from a deal breaker. Other will not even notice them.

Zoho desk has been a critical part of our company by helping us stay on top of customer issues and tracking statuses.

Customizable organizational options would be helpful.

The most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful

One feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system

Full featured support and ticketing system for excellent price.

Like many Zoho products, they are stand alone and integration between Other ZOHo products and Desk is not ideal.

I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.

At times, it can be a bit limited in terms of fully accommodating our specific security needs.

Ticket assignment has been made easier using Zoho Desk. It helps me reach out to different departments in my company easily whenever I need any kind of support. I love that we get a ticket number for tracking which issues have been resolved and are still in progress.

I filled out the form halfway and accidentally clicked on the tickets tabs, when I got back to completing the form I realize that I had to start from scratch. I hope there's some kind of history or "resume where you left off" button

Zoho Desk has an easy to use interface. It incorporates so many new functionalities on the dashboard.

Some of the icons difficult to understand. More work needs to be done on it.

Ticket customization and best automation tools to respond customers. The UI interface is very easy to use. Customer service is the best in class as they come up with resolution very fast.

Tracking of customer complain is easy, email, live chat. SMS are the best features available in this tools.

No major dislike, but in free plan we are not able to use full features.

The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and Zoho Desk is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products

I have had the best 2 years of use. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off

Makes project management within the team a breeze!

No cons, it has been a good platform for our team.

Zoho Desk is full of functions and features, but I like most the stability of working with many sessions simultaneously.

The Zoho Desk mobile application is not flexible and not smooth.