#1 most frequent
United States of America
37.1%519 installations of 1,400
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
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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.
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
Who Buys & Uses Zoho Desk
#2 most frequent
India
22.4%314 installations of 1,400
#3 most frequent
Canada
5.4%75 installations of 1,400
Zoho Desk is an all in one customer service experience. Mostly good with some important flaws
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
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
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
Functional Service Desk Offering
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
Handle your trouble tickets and customer queries like a pro with Zoho Desk
Use Cases and Deployment Scope
We have integrated Zoho Desk with our web application to be able to have our existing customers submit tickets with screenshots and description of the problem being faced or for any general query of any feature. It is being used by the customer success and development teams currently and through Zoho Desk, we have been able to track all requests/issues by the existing customers as well getting them resolved or answered in the shortest possible time.
Pros
- It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
- There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
- You can easily track all of your tickets and agents from the dashboard interface.
- You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.
Cons
- There is no Desktop application for Zoho Desk which is a crucial missing feature.
- The shortcut icon for Recent items could have been placed better, maybe in the top header menu instead of in the footer.
- The footer menu needs bigger icons as some are unrecognizable on smaller size monitors.
Return on Investment
- The main issue we faced before using Zoho Desk was handling and responding to all the queries and trouble tickets by our existing customers, which has now been solved by Zoho Desk.
- We have been able to achieve more than 100 % ROI, as most of our pain points resolved with the free edition of Zoho Desk with minimal costs on hiring fewer agents and around 50 percent of the time saved for the development and success teams.
- There has been slight lags, which has been annoying sometimes, on using our browsers for the web application of Zoho Desk as we do not have a very stable internet connection.
Alternatives Considered
Bitrix24
Other Software Used
Zoho Forms, Zoho CRM, Zoho SalesIQ
Usability
Complete customer support managing platform available for businesses
Pros
- Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
- The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
- I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
- It is completely a feature rich platform.
Cons
- The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
- [I feel] its customer support needs improvement.
Return on Investment
- Designed with much-modernized UI and dashboard is very pleasing to use and to have the best experience on it.
- It gives nice reporting.
- Well organized and developed with smart features.
Alternatives Considered
SherpaDesk
Other Software Used
McAfee Cloud Workload Security, Dacima Survey, Adobe InDesign
