Zoho Desk

Avantages

this product is very easy to use. me and my employees are always using it to ask questions or fix issues

Inconvénients

this product has only one down fall. which is the time it takes to update

Avantages

The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and Zoho Desk is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products

Inconvénients

I have had the best 2 years of use. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off

Avantages

Zoho Desk provides a seamless ticket management system, allowing for organized and streamlined customer support.

Inconvénients

Customization options may be limited depending on needs.

Avantages

As a member of the Technical Support group I can say that we are facing one of the most complete tools and that facilitates our work with customers, allows automatically creating tickets for the different incidents that users present and thanks to the predefined rules of assignment to each role these tickets are assigned to each member of the different groups that make up technical support; We can as administrators create profiles and assign or remove members in a simple way; analyze the management times of the tickets which is a point of vital importance due to the different types of customers because it affects the service level agreement, real-time notifications to users of the tickets created and the evolution of the same, finally the integration with CRM allowing you to view customer data for future contacts.

Inconvénients

Having a tool that allows us to be in contact with our customers regardless of the communication channel (chat, telephone, social networks, etc.) is to strengthen the commercial and social relationship between the two, Zoho Desk has fully met the expectations of a tool to create customer requests and for those cases where we have had some difficulty the technical support has intervened promptly, so far nothing negative I can say about the tool.

Avantages

Ease of use. Clean interface. Reliable.

Inconvénients

Time based scheduling feature is missing

Avantages

Zoho Desk is Ease to use,Customer Service.

Inconvénients

Its early to say. We are using from past 3 months

Avantages

The replies that we receive from the end users are immediately registered on the tickets without need of wait a couple minutes or press F5 to update the page.

Inconvénients

The conversations navigation. You have to scroll down to check the previous documentations and it gets some difficult to do because there are other help desk brands that allows you to change from one description to another by clicking on a button without need of scroll down.

Avantages

It allows search of information needed and information is provided with related others searching

Inconvénients

It is easy to implement in system verification

Avantages

Thanks to this software, I've been able to develop some really impressive work tactics, such as the fact that I'm now able to control my employees in real time.

Inconvénients

you have to admit that sometimes the fluidity of communication isn't that great.

Avantages

Has a great dashboard, and everything is neatly labelled making it easy to learn. It even has an AI feature.

Inconvénients

Sometimes I thought that there is too many features. It takes a few extra steps to go to where you want to be.

Avantages

Me gusta que tiene muchas herramientas utiles para todas las labores que se gestionan.

Inconvénients

Su interfas de usuario podria ser mas amigable a la vista.

Avantages

The ticketing system is simple to use and helps our team stay organized and responsive.

Inconvénients

I wish the reporting features were more robust and customizable to track different metrics.

Avantages

me parecion un programa muy agradable, intuitivo y facil de implementar.

Inconvénients

por el momento no tengo queja alguna de esta herramienta.

Avantages

It's set up well and has a usable mobile app, unlike some other products

Inconvénients

Had some issues integrating with office 365, that's about it

Avantages

The UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities.

Inconvénients

Really have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance.

Avantages

en mi caso particula me apoya en la gestion y fabricacion de proyecto en apoyo a cutlistoptimizer ya que tengo la medidas y corte me permite un seguimiento adecuado de actividades , gestionado y danda soluciones el otro uso es la gestion de cliente desde la creacion de mismo hasta la solucion de problema con un seguimiento hasta solucionarlo ,de la mejores atencion a cliente apoyo contante

Inconvénients

en la gestion de problema ,sigue siendo limitada la participacion del cliente no es tan amplio y se termina confirmado problema y datos para darle solucion

Avantages

el impacto para generar oportunidades con los clientes y cerrar el negocio

Inconvénients

hay que ser muy especifico en la informacion

Avantages

My favorite process of the software is the automation of tasks such as managing tickets, it also quantifies the performance of the support team by generating reports so that better decisions can be made.

Inconvénients

Sometimes the response time of the customer service is a little slow. Also, the number of agents according to the contracted plan could be a limitation.

Avantages

It's good to track the progress of all the tickets and do an effective job. It's also facilitates communication with my company colleagues, which I really appreciate.

Inconvénients

The interface could look more modern, that it's just a feel, nothing that compromises the work.

Avantages

You can upload document, make user according to there grade & position which only able to access the limited resource . It will help to save different format of document and access all these resources even when you are working remotely . Work from home pattern we faced recently then you can arrange all your work accordingly.

Inconvénients

Not to say more about that but every system need to improvement in any case, security feature in it needs to improve. Time tracking of user screen if possible then will add on this is a beneficial for it.

Avantages

They interface is very user friendly.get started also very easy.Zoho desk have many features that assist with solving customer compliant.the integration part also very easy.

Inconvénients

I have not found a any downside yet.thank for the team.

Avantages

I greatly appreciate the seamless integration of Zoho Desk with other Zoho products and third-party applications. This feature allows me to manage all my business processes from one central location, making it more convenient and efficient. I also like the automation tools, such as workflows and macros, offered by Zoho Desk.

Inconvénients

I don't have any dislike for this tool as it help streamline and simplify customer service processes, making my work easier and more productive.

Avantages

Il vantaggio principale è quello di poter far confluire le segnalazioni dei nostri utenti all'interno di un'unica piattaforma e di poterle categorizzare al fine di analizzare e migliorare il servizio di assistenza interna.

Inconvénients

L'interfaccia web a volte risulta un pò lenta e macchinosa.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Zoho Desk

Principalmente per il pricing vantaggioso in relazione alle funzionalità offerte.

Avantages

all your help desk needs in one place in one app

Inconvénients

maybe too many features on this app but everything is covered

Avantages

gestione dei case e interconnessione con gli altri moduli

Inconvénients

latenze frequenti, poca customizzazione

Avantages

Easy to navigate and more options than competitor.

Inconvénients

Too many options and functions to know what to really do with.

Avantages

I like Zoho Desk as it has lot of features in terms of CRM and helpdesk which is very informative and helpful.

Inconvénients

There is nothing that I have to offer in terms of negativity for this absolutely goregous software.

Avantages

Me encanto que tiene un sistema de tickets muy amplio y completo.

Inconvénients

no me quejo estoy contenta con este aplicativo.

Avantages

The GUI is quite intuitive, so you won't need any tutorial to start using Zoho Desk. On the other hand, I appreciate the possibility to customize the product quite deeply.

Inconvénients

Customization functions are not accessible to entry level user, just on payment plans.

Avantages

Numerous benefits are available with Zoho Desk for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates.

Inconvénients

Even though Zoho Desk has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability.

Avantages

Zoho is supported by Zoho sale IQ another Incorporated with zoho apps and ticketing is easy

Inconvénients

It support auto response and also allows chatting with multi clients at the same time.It also allows response from clients

Avantages

I use this software to notify the clients about any changes in the business such as discounts offer and promotions but also handling client is complaints by giving them feedback through the service.

Inconvénients

This software has a free version which operates successful as a paid version therefore it supports small business holders helps their clients

Avantages

Well developed for communication purpose with a proper integration.

Inconvénients

Not easy to sign up using other email accepts zoho mail

Avantages

I love how tickets are organized in Zoho Desk. I can search and find current and past issues easily, and the details of tickets are laid out in a clean way.

Inconvénients

With the clean layout, there were some options and functionality that may have been excluded to not clutter things up, like seeing a dashboard of ticket stats.

Avantages

Customer support is so active and fast on responding to questions

Inconvénients

Unfortunately the software is slow and this waste time

Avantages

Support team responds to inquries in time and in proper ways

Inconvénients

The tool only works when online and support team doesnot respond when using the free mode

Avantages

The clean, easy-to-use interface.

I have been using the web-based interface and the IOS app. Both are really easy to use and look very good and professional.

Inconvénients

It is still not a complete solution. For example, it is missing timesheets management.
For example, when an agent works on a ticket, if he/she could also record the time for payroll processing, that would be great!

Avantages

This is the help desk I have ever used and it has done for me the greater work sincerely it integrates with Google Microsoft and other applications

Inconvénients

Realistically the software is available whenever I need it and is one of the reliable soft areas when it comes to live chat

Avantages

Ease of distribution. Patch availability

Inconvénients

No cons at present, still learning the system

Alternatives envisagées 

NinjaOne

Pourquoi passer à Zoho Desk

Currently I was just looking for a patch manager. I like the thought that if we decide to expand to other support items, there are options without having to purchase from another company.

Avantages

Zoho Desk effective ticket management tools , supports multiple communication channels and integrates with other Zoho products

Inconvénients

Zoho Desk has customization options are limited

Avantages

Another great solution from Zoho. Allows clients to record their issues with notarised updates

Inconvénients

The user interface isn't very friendly. Navigating can sometimes be challenging.

Avantages

Zoho Desk has a beautiful and well organized dashboard. Has a very stable cloud, I’ve never experienced any hitch or data issue. It’s pocket friendly, you don’t have to robe a bank to afford. Ticket creation and allocation to available agents is fast and easy. Live chat feature is superb, reduces the wait time to sort out clients. Zoho Desk reporting system is powerful, I’m able to build and customize in several ways. Integrates well with other Zoho products.

Inconvénients

You’ll get value for money with Zoho Desk. I give the tool a 5star rating, no challenges so far, I’m a happy user

Avantages

Transfers are smooth and audio is very clear

Inconvénients

I can't complain at all systems work much better than my older systems

Avantages

- La chiarezza dell'interfaccia.- La divisione dei ticket su stato.- La possibilità di personalizzazione grafica e dei flussi di lavoro.

Inconvénients

- Tanti rallentamenti, specialmente tramite la nuova interfaccia

Avantages

Clean interface, minimalista, easy to understand including to those who are not familiar with a management team platform.

Inconvénients

sincerly I do not have anything to add for the moment, maybe in a short future.

Alternatives envisagées 

LiveAgent et Zendesk Suite

Pourquoi passer à Zoho Desk

As said before, because of its clean interface, minimalista dynamic and fast response.

Avantages

Creating a team on zoho desk is very easy and admin on zoho desk has full control.

Inconvénients

Zoho desk integrates with all zoho apps therefore after logging in is easy to use other apps.

Avantages

I liked everything about Zoho Desk!!!!!!

Inconvénients

I don't have a response to this question.

Avantages

The ticketing management, Multi-channel support, automation and workflow, and knowledge base.

Inconvénients

Reporting, customization, integrations and analytics

Avantages

One of the things I liked most about Zoho Desk was its comprehensive and user-friendly interface. The software provided a well-organized and intuitive dashboard that made it easy to navigate and access various features. The ticket management system was particularly impressive, allowing efficient tracking, prioritization, and assignment of customer queries. The automation and workflow capabilities were also noteworthy, enabling streamlined processes and improving team productivity. Additionally, the integration with other Zoho applications and third-party tools added versatility and enhanced overall user experience.

Inconvénients

One aspect I liked least was the limited customization options in terms of design and branding. The software offered some level of customization, but there were certain limitations in fully aligning the customer-facing interface with the company's branding guidelines. Having more flexibility in customizing the appearance of the help center, email templates, and customer portals would have been beneficial to create a more cohesive and branded customer experience.

Avantages

UI is easy to understand and user-friendly. Error free solution

Inconvénients

the way we are creating the agents, it is not easy, not able to rectify the errors