Zoho Desk Reviews

We use the Zoho Desk for support and ticketing.

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. 

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

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

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

The solution's setup is easy. 

We can get ROI with the tool's use. 

Zoho Desk's pricing is more flexible. 

I would rate the solution an eight 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 to manage customer SLAs.

The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.

Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough. 

I have been using Zoho Desk for a few months. 

It is stable and scalable. 

Their support is really good. It's available online. They also have a few partners, if you want any additional help.

I have used other products in my previous company but I find Zoho to be more user-friendly. 

The initial setup is very easy. It takes around half a day.

It requires zero maintenance. Once it is deployed it is easy to maintain. If there is any customization or any downtime you can do it yourself. If there is something you can't do, you can send an email to Zoho. I will be using this product at least for the next two to three years.

We did the implementation ourselves. 

In terms of pricing, Zoho is economical. They offer a fair price. You can pay either on a monthly or yearly subscription.

I would recommend Zoho. I would rate it an eight out of ten. 

In the next release, I would like to see more automation features. 

Public Cloud

We use the solution for asset management, procurement, ticket management, etc. 

The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool. 

I like the tool's UI. It won't create any confusion. 

The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes.  I also need to see improvements that can help to find the assets under a previous owner. 

I have been working with the solution for two years. I use the tool's cloud service where the versions get always updated. 

The tool is scalable. We have around 60-70 technician licenses for the tool in our company. 

The tool's initial setup was without any complications or hiccups. 

We used third-party support for the tool's deployment. 

I would rate the product an eight out of ten. It is very easy to use the tool. 

We use Zoho Desk for support tickets. We have a web interface where each customer can log in and open tickets, which are then escalated within the company to support the customer. The operation is quite simple.

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized with better integration of tools beyond the current offerings. The integration could extend to supporting financial accountability in Brazil.

The first time I used Zoho CRM was in 2017 when I was in the UK with another company. Currently, we use Zoho Desk, Zoho CRM, and Zoho Projects at Altasnet.

I find the response time in emails to be very good, and the solutions provided are simple. Overall, I would rate the customer service as eight out of ten.

Positive

The control provided by the service and the cost-saving aspect are good. The analytics tool is very powerful but underutilized. The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website prices are not considered adequate for the tool. The pricing for each user is around $350, with penalties if not all users in a company are licensed.

Overall, I consider Zoho CRM to be one of the best CRMs in the market today. In 2017, it was not a good tool, but over the past years they have improved significantly, putting it on the same level as HubSpot or Salesforce. I rate Zoho CRM nine out of ten.

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