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Zoho Desk

Score7.7 out of 10

134 Reviews and Ratings

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What is Zoho Desk?

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

Categories & Use Cases

Media

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.
Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.
Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.
Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.
Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.
Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.

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Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.

Key Features

Learn about the best (and worst!) features Zoho Desk has to offer, as determined by TrustRadius' reviewers.
Based on 134 ratings of Zoho Desk's features
View all features

Top Performing Features

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 7.4

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

Areas for Improvement

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.1

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

Reviews

What users are saying about Zoho Desk.
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Zoho Desk is an all in one customer service experience. Mostly good with some important flaws

Incentivized
Greg RellafordView profile
Account Manager and Retention Specialist in Customer Service at Hope Squad (11-50 employees employees)

Use Cases and Deployment Scope

We use Zoho Desk to handle all of our customer service tickets. We also use the knowledge base function inside of Zoho Desk to address any customer questions and act as our FAQ. We need to be able to receive and answer customer questions easily and respond in a timely manner, which also allows us to have tracking and analytics. Zoho Desk satisfies this need quite well.

Pros

  • Set up is super easy for Zoho Desk.
  • The Customer Service platform lab works pretty well, and it’s easy to receive and respond to tickets.
  • The analytic section is pretty competent and is able to resolve a lot of questions about performance.
  • The knowledge-based feature is extensive and powerful and has the ability to answer customer and internal questions.

Cons

  • The analytic section lacks the ability to focus in on working hours.
  • The analytic section is also lacking the ability to choose specific date ranges.

Return on Investment

  • The Knowledge base has saved our customer service team countless hours. Maybe 1–2 hours per agent per week. Added up over a year, it’s a larger number.
  • For some reason, Zoho Desk does not grab all of our tickets, which has caused many customers to feel ignored. This is a big concern if you’re not watching your support inbox separately. I would estimate we missed 30%+ of all tickets that should’ve been created for some time before I caught it. This is a big negative.
  • The ticket feature is fantastic. It definitely helps us organize and, by having everything in one place, probably saves us 5-10 hours per week as a department.
  • The Analytics feature is great and saves us 1-2 hours a week in reporting; however, with a bit more work, it could save us an additional 1-2 hours a week that it cannot do right now.

Usability

Alternatives Considered

HubSpot CRM

Other Software Used

Zoho Books, Zoho Analytics, Zoho One, Zoho CRM, Zoho Expense, Lucid Visual Collaboration Suite, Zoho Projects, Microsoft Teams, Kajabi

Zoho Desk - Simplifies the Ticketing Process

Incentivized
Sanjay SinghView profile
Business Development Manager in Corporate at TrionTech (1-10 employees employees)

Use Cases and Deployment Scope

We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is:

Automated Acknowledgement Email to customer with a ticket number and greeting
Automated Assignment of Agent
Timer Started
SLA Timer Started

Pros

  • Automated Ticket Acknowledgement to Customer
  • Grouping of Data of Customer
  • organises ticket data into one pane of glass
  • Attaches files to case

Cons

  • It could do with a few pre populated email templates
  • Allow remote connections direct to Manage Engine Endpoint Central
  • Have a customer chat feature

Return on Investment

  • Positive - Automations save time
  • Positive - SLA alerts keep us within response times
  • Worth the cost in comparison to the ROI

Alternatives Considered

Asana

Other Software Used

Zoho Books, Zoho Mail, Zoho Marketing Automation

Zoho Desk is great as a customer support platform

Incentivized
Verified User
Analyst in Sales (51-200 employees employees)

Use Cases and Deployment Scope

We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.

Pros

  • Scheduled reports for Specific customers
  • Organizing data by customer and the customer can respond to a Zoho Desk ticket by email and the response will automatically be entered into the related ticket on our desk platform

Cons

  • The Zoho Desk community forum could use more options. If our customers could post questions or create a new topic on the forum we created we would be more apt to use it
  • When a new contact or account is added to Zoho Desk it automatically assigns the account owner to our Zoho Admin, with no sales office even when a sales office specific support agent controls the ticket and a sales office is specified on the ticket - so more thorough data transfer into the CRM would be an improvement.

Other Software Used

Zoho CRM, Zoho Books, Zoho Commerce, Zoho Forms, Zoho Sign, Zoho Projects

ZohoDesk, a great ticketing platform.

Incentivized
Verified User
Manager in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We currently use Zoho desk as our main ticketing system. We utilize a home grown ticketing system in our ERP and Zoho desk. We plan to consolidate to Zoho once we are ready to go. This platform captures everything we need, provides insights via KPIs and other relevant information for the end user and the technician that gets tickets assigned. We use the reporting all the time to see where the team is at. As a team, we can review all tickets together and improve.

Pros

  • Captures email and converts into tickets
  • Reporting
  • support
  • Ticket tracking

Cons

  • separating departments tickets
  • spam control
  • intuitive report searching.

Return on Investment

  • reporting has been great. We use to have to spend time creating reports and calculating numbers but these are built in. The numbers are done. We just have to download and present.
  • Faster response and tracking. Having a single dashboard for the team to see when a ticket comes through makes it easier to respond quickly and get to work.
  • Tracking tickets by status has helped keep things in front of us. Before, we use to try and remember if something needed attention again. Now we simply set the status, add a note and get back to it when appropriate.

Alternatives Considered

NinjaOne and Spiceworks Help Desk

Other Software Used

NinjaOne, VMware Carbon Black Endpoint, Microsoft Teams

Functional Service Desk Offering

Incentivized
Kevin AlmondView profile
Head of Customer Success in Customer Service at Forfusion Ltd (51-200 employees employees)

Use Cases and Deployment Scope

As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.

Pros

  • Browser-based
  • Cross-platform support and functionality
  • Customizable

Cons

  • It regularly experiences slow performance
  • The interface could be designed better
  • Customization can be a bit rigid and not as open as some platforms

Return on Investment

  • Rapid deployment to all parts of the business, saving time and effort of not having to visit end users directly.
  • It has improved our customer service levels by giving us the toolset to deal with customer service tickets in a more streamlined fashion than our previous system.
  • Cross-platform cloud offering ensured we deployed to the full range of staff across the UK and delivered service from day 1.
  • Platform slowness and glitches have hampered delivery on occasion, with these issues being more frequent than they should be.

Alternatives Considered

FreeAgent

Other Software Used

Zoho Analytics, Zoho CRM, Asana

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