Zoho Desk


 

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.

Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.

Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers.

The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems. 

 

Zoho Desk - Response time dashboard
 
  • Zoho Desk - Response time dashboard
    Response time dashboard
  • Zoho Desk - Team feed
    Team feed
  • Zoho Desk - Bandwidth monitoring
    Bandwidth monitoring
  • Zoho Desk - Ticket screen
    Ticket screen
  • Zoho Desk - Conversations
    Conversations
  • Zoho Desk - Countdown work mode
    Countdown work mode
Unterstützte Betriebssysteme:
Webbrowser (OS-agnostisch)

1595 Bewertungen über Zoho Desk

 

Peter F. Branche: Informationstechnologie & -dienste Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

23.7.2019

23.7.2019

Quelle der Bewertung: Capterra

Great on its own, OUTSTANDING when synced with Zoho CRM

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Vorteile

The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing.

It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk.

Powerful automation features.

Love the customer portal + knowledge base, we use it every day.

Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Nachteile

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Grace P. Branche: Groߟhandel Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

30.12.2019

30.12.2019

Quelle der Bewertung: Capterra

Affordable platform

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Vorteile

Affordable, have functions most platform has

Nachteile

no app for apple mail or apple desk top. I’d like integration with apple desktop.

Verifizierter Rezensent Branche: Einzelhandel Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

13.11.2019

13.11.2019

Quelle der Bewertung: Capterra

Great customer support platform loaded with features

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Bedienkomfort

 

Funktionalität

 

Produktqualität

 

Preis-Leistungs-Verhältnis

 

Kundenbetreuung

 

Bedienkomfort
Bedienkomfort
Funktionalität
Funktionalität
Preis-Leistungs-Verhältnis
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Kundenbetreuung

Overall, it is a nice platform and provides all the necessary tools to effectively run our customer service team. It helps facilitate our customer service processes and ensures proper designation and channels for customer inquiries. However, ironically, the over simplified UI could hinder our teams efficiency since the layout and 'readily' viewable information could use some improvement.

Vorteile

Zoho desk is a great alternative to other helpdesk systems as it provides a huge amount of tools and features such as automatically timing each response time, attaching resolutions, assigning and auto-assigning tickets, and allowing multiple departments to work on a specific ticket if needed. It also provides the ability to make macros and assign tags. Their platform really seems to try and make the whole helpdesk team be as efficient as possible.

Nachteile

The biggest issue we have with zohodesk is the UI and settings layout. It is clean and simple. However, we found that looking for a specific option or setting could be very time consuming and difficult to find. Having an overly clean and simple interface also seems to have resulted in limited information being visible. For example, you cannot see the time a ticket or response was received (only the time that has elapsed since it was received). Basically, you have to do math to find out when it was actually received or responded to unless you actually click in and view the details of the ticket itself.

Verifizierter Rezensent Branche: Computer- & Netzwerksicherheit Anzahl der Mitarbeiter:  Selbstständig Mitarbeiteranzahl:  Selbstständig

24.8.2018

24.8.2018

Quelle der Bewertung: Capterra

Everything is in BETA, after you are sold into a purchase...

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I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

Vorteile

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.

HTTPS had to be requested and is not a part of the package unless you call up and request it.

Nachteile

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

Neo G. Branche: Fotografie Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

26.12.2019

26.12.2019

Quelle der Bewertung: Capterra

Perfect!

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Bedienkomfort

 

Funktionalität

 

Produktqualität

 

Preis-Leistungs-Verhältnis

 

Kundenbetreuung

 

Bedienkomfort
Bedienkomfort
Funktionalität
Funktionalität
Preis-Leistungs-Verhältnis
Wert
Kundenbetreuung

Vorteile

It's perfect for our needs. Easy to use, navigate, and customize.

Nachteile

No cons here. The product is wonderful for us.