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Prabhakaran K - PeerSpot reviewer
Manager at Datacoretechnologies Pvt Ltd
Real User
Top 10
Cost-effective, quick to set up, and can be used for ticketing purposes
Pros and Cons
  • "The most valuable features of Zoho Desk are archiving queries and analytics."
  • "Sometimes, the solution has some email issues in a new data center."

What is our primary use case?

We use Zoho Desk for ticketing.

What is most valuable?

The most valuable features of Zoho Desk are archiving queries and analytics. The solution has team productivity features that track the number of hours spent by the end users to resolve tickets. Zoho Desk was effective in improving our customer satisfaction score.

What needs improvement?

Sometimes, the solution has some email issues in a new data center.

For how long have I used the solution?

I have been using Zoho Desk for more than one year.

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Zoho Desk
November 2024
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What do I think about the scalability of the solution?

Zoho Desk is a scalable solution.

How was the initial setup?

The solution’s initial setup was quick.

What about the implementation team?

The solution can be implemented in three to four days. However, customization takes time based on user needs.

What was our ROI?

We have seen a return on investment with Zoho Desk.

What's my experience with pricing, setup cost, and licensing?

Zoho Desk is a cost-effective solution.

What other advice do I have?

The solution has good reporting and analytics tools.

Overall, I rate the solution an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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reviewer2381877 - PeerSpot reviewer
Zoho One Developer at a non-tech company with self employed
Real User
Top 20
A ticketing solution to manage tickets with automation
Pros and Cons
  • "The solution doesn't have any bugs."
  • "As per customer requirements, it may have some limitations."

What is our primary use case?

Zoho Desk is a ticketing software. You have a bunch of customers, and you want to give them support. You can use Zoho Desk for that. They can raise a ticket from the Zoho Desk customer portal if they are having any issues with whatever product or service, you are offering them. They can simply create a ticket, and then you can follow up with the tickets. You can work on the tickets and once you resolve the tickets, you can update the client. The solution is to manage the ticketing system.

What is most valuable?

The important feature is managing support or giving support to your customers. It actually makes it a lot easier because you don't have to worry about it. If you miss something, it has all the data, and issues that your customers are facing in your system. You can actually track them, and your customer can also follow up. You can set up multiple automation if you don't want to miss anything. You can write some custom scripts as well so that, you can actually assist your customer in a better way. You can have multiple agents working on the same tickets. It gives you more flexibility.

What needs improvement?

Zoho Desk is a good product but that depends upon the customer's requirements. We may face some limitations because every customer has different requirements that they want to achieve with the applications.

For how long have I used the solution?

I have been using Zoho Desk for 3-4  years.

What do I think about the stability of the solution?

The solution doesn't have any bugs. As per customer requirements, it may have some limitations.

What do I think about the scalability of the solution?

The solution’s scalability is good.

How was the initial setup?

The initial setup is quite easy to accomplish. However, it varies depending on individual functional requirements or business needs, such as desired implementations and automation preferences. If users require certain automation, like follow-ups with customers, they can set them up without much hassle. However, customization may be necessary, which can take some time. For basic software use, initial setup requires only inputting organization details.

What's my experience with pricing, setup cost, and licensing?

The solution’s pricing depends on the region because Zoho has different plans based on different data centers. They have different data centers at different locations. They have an Indian data center for India and a different center for both Canada and United States.

What other advice do I have?

Overall, I rate the solution a 9 out of 10.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: customer/partner
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Buyer's Guide
Zoho Desk
November 2024
Learn what your peers think about Zoho Desk. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,636 professionals have used our research since 2012.
Muljo Witono - PeerSpot reviewer
CEO and Owner at PT Solusindo Total Teknikatama
Real User
Top 5
Easy to set up and available anywhere but support needs to be better
Pros and Cons
  • "The product is quite stable."
  • "Zoho Desk needs to be enhanced to support IT service management policies."

What is our primary use case?

We use the solution for customer feedback. If the customer complains, we capture and log the ticket or the problem on Zoho Desk. It helps us to capture our customer's problems, complaints, or requirements.

What is most valuable?

You can use the solution anywhere, anytime. You can use mobile phones also. 

There are users that have been using 40 people to use orders together. It's capable of supporting a lot of users.

The setup is simple. 

The product is quite stable. 

What needs improvement?

We'd like more integration with direct messages. 

Technical support could be more knowledgeable. 

Zoho Desk needs to be enhanced to support IT service management policies. Zoho Desk is pretty simple. However, if this application has to support IT business or IT department, sometimes it lacks of features - especially to support service management. They have to measure the service level, they have to measure the expenses notice, they have to measure the productivity of the IT staff and support and the quality of resolution. However, right now, the kind of IT service management features we need are not there in Zoho Desk.

For how long have I used the solution?

I've used the solution for four years. 

What do I think about the stability of the solution?

It is a stable solution. There are no bugs or glitches. It doesn't crash or freeze. 

What do I think about the scalability of the solution?

The solution can scale well. Hundreds of users are possible.

We do not have plans to increase usage at this point. 

We don't expect a lot of problems or complaints. That's why we try to manage the number of tickets - to keep them low. That's why the department of Zoho Desk is not quite as extensive.

How are customer service and support?

Technical support is okay. The issue is the knowledgability. Sometimes they don't understand what my question is or what our problems are.

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is fairly easy. You can have a special customization.

It can be deployed very quickly. You can have it up and running in a couple of hours. 

You only need one person for deployment and maintenance. They are an admin. 

What about the implementation team?

The setup can be handled in-house. Sometimes if you need a consultant, you can have it. It depends on how far or how extensively you want to use Zoho Desk.

What's my experience with pricing, setup cost, and licensing?

There's no licensing. You use the solution based on subscriptions. 

What other advice do I have?

I'd rate the solution six out of ten. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
AnandMaurya - PeerSpot reviewer
Sr. Zoho Developer at Absoft IT Solutions Pvt Ltd
Real User
Top 5Leaderboard
Helps with ticket presentations but needs improvement in pricing
Pros and Cons
  • "The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
  • "There is room for improvement with the pricing."

What is our primary use case?

We use Zoho Desk for ticket presentations. Also, the data for Zoho into the CRM for ticket presentation and contact also.

What is most valuable?

The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test.

What needs improvement?

There is room for improvement with the pricing.

For how long have I used the solution?

I have been using the latest version of Zoho Desk as a partner.

What do I think about the stability of the solution?

I would rate the stability of Zoho Desk a six to seven out of ten.

What do I think about the scalability of the solution?

I would rate the scalability of Zoho Desk a six to seven out of ten. In my company, 20 to 30 people are using this solution.

How are customer service and support?

Sometimes, we needed help from technical support. They would respond quickly.

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup is not complicated. It is very straightforward. The solution is deployed on the cloud.

What's my experience with pricing, setup cost, and licensing?

The solution is relatively cheap. However, there are additional licensing fees involved.

What other advice do I have?

I would rate the Zoho Desk an eight out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer:
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Olivier Stas - PeerSpot reviewer
Operations Manager at Licent
Real User
Cloud-based, easy to use, and inexpensive
Pros and Cons
  • "The ticketing feature is very easy to use, compared to other systems."
  • "I would like to have integrated support, and integration between the ticketing tool and the project management tool."

What is our primary use case?

We use this solution for accounting, invoicing, CRM, and we use support for our customers.

What is most valuable?

The ticketing feature is very easy to use, compared to other systems.

What needs improvement?

I would like to see to levels of support available. There should be a level of support for our customers and a separate one for our internal developers who are developing software.

We need a ticketing tool for our internal team, and for project managing, which is a part of ticketing. The project management tool and the ticketing tool should be linked. There is also another tool I would like to have integrated.

I would like to have integrated support, and integration between the ticketing tool and the project management tool. This way we wouldn't have to enter the information twice.

For how long have I used the solution?

I have been using Zoho Desk for just over two years.

What do I think about the stability of the solution?

I have no issues with the stability of the Zoho Desk.

What do I think about the scalability of the solution?

We are small, a team of three, so this is an area that we have not yet experienced, but it is my understanding that it is a scalable solution.

How are customer service and technical support?

We have not contacted technical support.

How was the initial setup?

There is no installation required, as it is a cloud-based solution.

What's my experience with pricing, setup cost, and licensing?

For what it does, it's quite cheap.

There is a subscription.

Which other solutions did I evaluate?

There was a comparison with another solution but we chose Zoho because it was a better fit for us.

What other advice do I have?

We have no servers, everything is in the cloud, except for your laptops and preferred devices.

I would rate Zoho Desk a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Manav Sharma - PeerSpot reviewer
Project Manager at a tech services company with 1-10 employees
Real User
Top 5
A stable solution that can be used for ticket management and customer support management
Pros and Cons
  • "The most valuable feature of Zoho Desk is the parent and child task management feature."
  • "Zoho Desk should provide more integrations and improve the Zoho project integration."

What is our primary use case?

Zoho Desk is used for ticket management and task management. If a customer has any requests, they can make a ticket. The software is very good, and I'm currently using it in my environment for ticket management and providing support to customers.

What is most valuable?

The most valuable feature of Zoho Desk is the parent and child task management feature.

What needs improvement?

Zoho Desk should provide more integrations and improve the Zoho project integration.

For how long have I used the solution?

I have been using Zoho Desk for three years.

What do I think about the stability of the solution?

I rate Zoho Desk eight and a half out of ten for stability.

What do I think about the scalability of the solution?

I rate Zoho Desk eight and a half out of ten for scalability.

How was the initial setup?

Zoho Desk's initial setup was very easy.

What was our ROI?

We have seen a return on investment with Zoho Desk.

What's my experience with pricing, setup cost, and licensing?

Zoho Desk's cost is pretty much okay.

What other advice do I have?

I am using the latest version of Zoho Desk.

Zoho Desk is deployed on-cloud in our organization. Zoho Desk is the best software for setting up ticket management or customer support management.

Overall, I rate Zoho Desk a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Samuel Torres - PeerSpot reviewer
Support Engineer Tier II at Security First IT
Real User
Top 5Leaderboard
Provides an efficient graphical interface and has good stability
Pros and Cons
  • "It is a scalable platform."
  • "It could be easier to link Zoho Desk and Outlook."

What is our primary use case?

We use the product as a ticketing system.

What is most valuable?

The product’s most valuable feature is its graphical interface. The placement of the options is accessible. 

What needs improvement?

It could be easier to link Zoho Desk and Outlook. It should display the scheduled appointments and calls on Outlook and Microsoft Calendar.

For how long have I used the solution?

We have been using Zoho Desk for four months.

What do I think about the stability of the solution?

It is a very stable product. I rate its stability a nine out of ten.

What do I think about the scalability of the solution?

It is a scalable platform. We have 12 users for it in our organization.

Its scalability is a nine or ten out of ten.

How was the initial setup?

We have deployed Zoho Desk on the cloud. It took a week to complete the process.

What other advice do I have?

It is a good tool. I rate it a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Senior Zoho Developoer at Techloyce
Real User
Top 5Leaderboard
A flexible and strong solution that helps to manage support and ticketing
Pros and Cons
  • "The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
  • "I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

What is our primary use case?

We use the Zoho Desk for support and ticketing.

What is most valuable?

The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective. 

What needs improvement?

I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns. 

For how long have I used the solution?

I have been working with the solution for more than six months.

What do I think about the stability of the solution?

I would rate the product's stability a seven out of ten. 

What do I think about the scalability of the solution?

I would rate the solution's scalability an eight out of ten. 

How was the initial setup?

The solution's setup is easy. 

What was our ROI?

We can get ROI with the tool's use. 

What's my experience with pricing, setup cost, and licensing?

Zoho Desk's pricing is more flexible. 

What other advice do I have?

I would rate the solution an eight out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user