TrustRadius Insights for Zoho Desk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Browser-Based and Cross-Platform Support: Users highly appreciate the flexibility offered by Zoho Desk's browser-based and cross-platform support, which allows for seamless access and usability across different devices and operating systems, enhancing their overall workflow efficiency.
Customizable Nature: The customizable features of Zoho Desk are valued by many users as they enable tailoring the platform to specific needs and preferences, providing a personalized experience that aligns with individual work processes and requirements.
Integration Capabilities: Many users find the integration capabilities of Zoho Desk impressive, especially noting the ease of integrating the platform with websites or applications using simple widget codes. This seamless integration enhances productivity by streamlining workflows and improving overall efficiency in customer support operations.
It is mostly being used by the customer support analysts in our company. It is a great customer relationship management tool that keeps us upto date with all the queries that are regularly raised by the customers. Problems and issues are tracked via tickets and also there is a live chat feature which makes work a lot easier.
Pros
Customer relationship management.
Ticket creation.
Ticket collaborations.
Live chat feature.
Cons
Live chats have limited customisation.
Workflow can be interrupted sometimes.
Settings can be confusing sometimes.
Likelihood to Recommend
It is well suited for collaborative work environment where an organisation can directly collaborate with the customers. The customer feedback option is really great which helps us keep a track of how well we are doing or what is lacking. User interface is really very clean and intuitive. Multiple options are available for ticket submission.
VU
Verified User
Analyst in Quality Assurance (Computer Software company, 501-1000 employees)
We use Zoho Desk as a customer support tool for a SaaS product called Samson's Classroom. It is only used by about eight people in our company. It helps us organize our support inquiries from customers and assign them to the appropriate people. Organization is important for this product, as some support questions are merely functionality questions whereas some are billing questions and we have different employees that handle each.
Pros
Organized
Ticketing system
Collaboration/teamwork
Cons
Data privacy concerns, since it's a free product
Likelihood to Recommend
If you need a free ticketing system for customer service, this is a great option. It's also great for communication, as you can have private conversations about the issue with your team. And one of the best features is the warning that another teammate is working on the same ticket as you.
VU
Verified User
Manager in Quality Assurance (Computer Software company, 51-200 employees)
Zoho [Desk] is used for several reasons in my company: We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded. The helpdesk system is customized based on the department within the company, so different tickets go to different departments. Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required. We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately. We used SalesIQ to offer an online chat system to our customers. We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding. We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
Pros
Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
Zoho CRM is great for entering as much relevant information as you can get for any customer.
Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
Cons
The filtering system at times can not be as responsive as expected. On Zogo desk can try to filter out non-relevant tickets but they can still show in results
You can run reports on Zoho based on any built in fields, but cannot run anything that comes from freetext, or responses based on keywords
Zoho Assist at times fails to send the invite to the customer
Likelihood to Recommend
Zoho [Desk] is well suited by certain services which are aimed at certain departments. I would think that each department uses one Zoho module based on what they do. As someone who is Admin on Zoho I have access and overview of all Zoho modules, but even I would not use most.
It does not combine all these services into one "complete" solution for all departments. It might be helpful to have all services netted together to create one complete solution that all departments use and can all pull the relevant info as required. If this is already the intended purpose then perhaps more instruction needs to be given when onboarding clients as I am not sure how clear it is currently.
VU
Verified User
Team Lead in Engineering (Computer Software company, 51-200 employees)
We are a software company. Zoho Desk is used in our company as the main entry point for customer support.
Pros
Support as a Service well executed
Easy to setup
Good link with existing Zoho products
Cons
Support team behind Zoho Desk is really deceptive (long response delay / not always accurate)
Customer enhancements are never done
Likelihood to Recommend
I think that Zoho Desk is a good product for small to medium-sized company. But when you want to support your customer at a high level like we want to do, it is really difficult to rely on Zoho Desk. The exchanges we have are not very constructive and we are not having the level of support we expect from a Support Service company.
It's being used to handle all support for customers and also as an internal communication tool between our organization's departments. It helps to give a quick answer to customers and suppliers, to avoid repetitive tasks from employees, and to organize works between departments and employees.
It also acts as a database for contacts, and allows us to have a history log of all our organization's communication, for later use or to improve workflows.
Pros
It offers everything you'll need to handle communication between your organization and external people.
Offers a great integration with other Zoho Services so you can increase the possibility of your data/workflows.
It has a good API to automate some things or feed any custom-made applications inside the organization.
It lets you organize support tasks and keep track of the organization and employees current status.
Cons
Their API is limited and there are many things you can't do.
Their search API is not on real time. If you wanna automate real time things, you can't.
Likelihood to Recommend
Zoho Desk is a great tool to handle all your organization's public and internal communications. If you have more than a few employees this tool will help you organize the work by adding tasks, private messages, ticket organization, etc.
You can adapt or increase your work based on tickets assigned and task to do.
Also it works great as a contact information database; you can contact or search any information from any supplier/customer/employee inside your organization.
