Zoho Desk Reviews

We use Zoho Desk for ticketing.

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.

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

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

Zoho Desk is a scalable solution.

The solution’s initial setup was quick.

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

We have seen a return on investment with Zoho Desk.

Zoho Desk is a cost-effective solution.

The solution has good reporting and analytics tools.

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

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.

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.

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.

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

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

The solution’s scalability is good.

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.

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.

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

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.

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.

I have been using Zoho Desk for three years.

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

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

Zoho Desk's initial setup was very easy.

We have seen a return on investment with Zoho Desk.

Zoho Desk's cost is pretty much okay.

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.

We use the product as a ticketing system.

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

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

We have been using Zoho Desk for four months.

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

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

Its scalability is a nine or ten out of ten.

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

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

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.

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. 

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.

I've used the solution for four years. 

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

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.

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

Positive

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. 

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.

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

I'd rate the solution six out of ten. 

I use the solution as a ticketing system.

The product’s Professional edition is very valuable to us. The product has a lot of features.

The solution could improve its stability and scalability.

I am currently working on two modules, including Round Robin and the direct module.

I rate the solution’s stability an eight out of ten.

I rate the product’s scalability an eight out of ten.

Sometimes we contact support. Our experience with support has been good.

The initial setup is easy.

The solution costs INR 8400 per user.

I will recommend the tool to others. Overall, I rate the product an eight out of ten.

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

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.

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

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

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.

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

Neutral

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

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

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

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

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

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.

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

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

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.

We have not contacted technical support.

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

For what it does, it's quite cheap.

There is a subscription.

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

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.