Zoho Desk


Zoho Desk - Logo

 

1604 avis (4,5/5)
 

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
Système(s) d'exploitation pris en charge :
Navigateur web (indépendant du système d’exploitation)

1604 avis sur Zoho Desk

 

Peter F. Secteur: Services et technologies de l'information Nombre d'employés:  2-10 employés Nombre d'employés:  2-10 employés

23/07/2019

23/07/2019

Provenance de l'avis : Capterra

Great on its own, OUTSTANDING when synced with Zoho CRM

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Avantages

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.

Inconvénients

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

Alexis M. Secteur: Marketing et publicité Nombre d'employés:  13-50 employés Nombre d'employés:  13-50 employés

22/10/2019

22/10/2019

Provenance de l'avis : Capterra

Basic customer support software - good for getting started

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Avantages

We used Zoho Desk when starting out when we needed a way to manage customer support outside of email. Zoho Desk is a basic customer support software - great that there is a free version for starting out.

Inconvénients

We simply outgrew it and needed more features and automation.

Kassy C. Secteur: Sports Nombre d'employés:  13-50 employés Nombre d'employés:  13-50 employés

27/04/2020

27/04/2020

Provenance de l'avis : Capterra

Inexpensive Customer Service Software

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Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy. Zoho has an excellent suite of products and this one is no exception! Easy to use (the basics at least). And, it's very inexpensive.

Avantages

We chose Zoho because of the cost and the fact that we were already familiar with their software setup as we use their Survey software as well.

Inconvénients

Setting up some of the automations is a bit daunting, but we really just haven't taken the time to set it all up. Otherwise, our team really loves it!

Utilisateur vérifié Secteur: Informatique et sécurité réseau Nombre d'employés:  Auto-entrepreneur Nombre d'employés:  Auto-entrepreneur

24/08/2018

24/08/2018

Provenance de l'avis : 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.

Avantages

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.

Inconvénients

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?

Gerard H. Secteur: Télécommunications Nombre d'employés:  2-10 employés Nombre d'employés:  2-10 employés

13/03/2020

13/03/2020

Provenance de l'avis : Capterra

Zoho Desk for Small Business

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Have used a trial under a different company test name.
A really excellent product.
Still learning.

Avantages

We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Inconvénients

Probably too many options available.
A lot of time spent so far just understanding the whole platform