Zoho Desk Reviews

Name: Zoho Desk
Brand: Zoho
Rating: 4 (19 reviews)

Vendor: Zoho

4.2 out of 5

19 reviews
95% willing to recommend

What is Zoho Desk?

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.

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Zoho Desk is the #6 ranked solution in top CRM Customer Engagement Centers and top Help Desk Software. PeerSpot users give Zoho Desk an average rating of 8.4 out of 10. Zoho Desk is most commonly compared to ServiceNow: Zoho Desk vs ServiceNow. Zoho Desk is popular among the midsize enterprise segment, accounting for 63% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 58% of all views.

Helped 814,649 peers since 2012

Featured reviews

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Sainath Racherla

Associate Director at a computer software company with 11-50 employees

Before Zoho Desk, we used Atlassian Jira and Azure DevOps. We were trying to expand and then automate other functions like requirement capturing. We also tried setting up test suites in Atlassian and then in Microsoft DevOps. However, as a company, we didn't want it to pivot in that direction so early because of the adaptation. It is still on the road map. Zoho Desk is better than Atlassian Jira and Azure DevOps because it's very flexible. They're an agile team that hosts you in a dedicated part. There is dedicated help provided to you on chat. If you have a query, a particular person will take it up. In that sense, it is pretty agile and simple, and then you get straightaway support from them whenever required. But when you think from a long-term standpoint, there's no requirement management tool offered in their suite. Also, you cannot construct the test suite and then automate your test cases there.

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Vimal S

Senior Software Developer at Nurture Spark Digital

When I was employed at a previous company, I encountered a high volume of customer emails, receiving approximately ten emails every hour. It led to overlooking certain emails while focusing on others. Zoho Desk significantly improved my response time in such scenarios by providing timely reminders for each email received. These reminders were integrated with our internal messaging system. I used to receive notifications for the same without a need to visit the emails constantly. I was also able to change the ticket status. It has indeed increased our team's productivity. We've established an email address, where customers can send their inquiries. Whenever an email is received in this group email, all team members are promptly notified. Even when team members are on leave, they still receive notifications, enabling them to stay connected and informed about ongoing support issues. It is easy to integrate the platform with existing CRM. Even a person who doesn’t have coding knowledge can integrate it well. If you need ticket management software that operates in the cloud, I highly recommend considering Zoho Desk. Not only is it cost-effective regarding user licenses, but it also offers a comprehensive range of features. It has a good support service as well. The deployment process is swift, typically taking just one day, and includes customization and automation setup. I rate it an eight out of ten.

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Zoho Desk mindshare

Product category:

As of November 2024, the mindshare of Zoho Desk in the CRM Customer Engagement Centers category stands at 1.4%, down from 3.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Valuable Features

"The most valuable features of Zoho Desk are archiving queries and analytics."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

Room for Improvement

"Sometimes, the solution has some email issues in a new data center."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"They could enhance the product’s features to customize the automated email responses."

Pricing

"Zoho Desk is a cost-effective solution."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Zoho Desk Buyer's Guide for additional reliable information.