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What Is Zoho Desk?

Zoho Desk is a powerful web-based issue tracking software. The issue tracking cycle begins when a customer reports a problem and ends when the customer leaves feedback on the support they received. Zoho Desk helps you manage this entire cycle and ensures a reliable and error-free issue tracking process. Advanced process automation, feedback loops, team collaboration, case management, customizable dashboards, and reports make Zoho Desk an ideal option to track and solve issues faster.

Who Uses Zoho Desk?

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk

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Reviews of Zoho Desk

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sanjay
Sanjay
Business Development Manager in South Africa
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Zoho Desk- Efficient Support Tool

5.0 last month New

Comments: It's great. Good tool and does the job.

Pros:

Easy Setup Good 3rd Party Intergration Provides the user experience we need

Cons:

There should be more telephony providers for more countries

Peter
Consultant in Denmark
Renewables & Environment, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Offers multiple options to help customers get their issues resolved quickly

5.0 2 months ago

Comments: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Nikita
Nikita
Marketing Manager CRM in Germany
Verified LinkedIn User
Machinery, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Mediocre Communication Management System

3.0 last month New

Pros:

It has all the basic features that are requested.

Cons:

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Liam
CMO in UK
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Keep your customers happy

5.0 2 months ago

Comments: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Verified Reviewer
Verified LinkedIn User
Computer & Network Security, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

a very useful tool for organizations and MSP teams

5.0 10 months ago

Comments: In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.

Pros:

I like the customization of the system, creation of workflows, and automation

Cons:

I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.