Zoho Desk

Vorteile

Dass man viele Möglichkeiten hat und sich relativ schnell in die Software einfindet

Nachteile

Die Stimme der anrufaufzeichnung klingt meist etwas Roboter mäßig aber nicht schlimm

Vorteile

Zoho Desk provides a great platform to make a nearly all inclusive space for CX to answer customer questions. The Knowledge Base feature is also a strong value add.

Nachteile

There are some odd ways about Desk operates. I recently discovered that for whatever reason, it only imports about half of our support emails. There are also quite a few features missing from their reporting and analytics, as well as leaving much to be desired in how notifications are disbursed

Vorteile

I love the ease of use! You can use the app on your desktop or your web browser! The reports are easy to set up and read!

Nachteile

I really have nothing bad to say about Zoho! It is so easy to use!!

Vorteile

Once our agents had familiarised themselves with the platform, they found it easy to complete their day to day tasks. Easily setup round robin assignment, which isn’t always included on some platforms.

Nachteile

Migrating from our existing email system was a poor experience. The support team is really poor, often tending to not understand the product or refer you to a dedicated ‘Deluge’ team for basic functionality

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Warum Zoho Desk gewählt wurde

Gründe für den Wechsel zu Zoho Desk

Vorteile

The layout and usability is excellent. Being able to separate locations by departments allows us to see all tickets on one screen if needs be

Nachteile

Sometimes settings are hard to find without reading articles on the knowledge base or asking someone

Vorteile

Zoho Desk has the best interface with powerful automation, making customer support seamless and efficient. Its AI-driven insights and multi-channel support enhance productivity and customer satisfaction.

Nachteile

Zoho Desk's customization options can be limited, and its reporting features may require improvement

Vorteile

I like that it has the option to approve a request to access the knowledge base

Nachteile

It can be difficult to set up the knowledge base settings the first time.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Zoho Desk

Vorteile

Zoho Desk is easy to implement and enwrapped with a clear and easy to use UI. It also provide with a comprehensive customer service and help desk solution with features that enhance our customer interactions and team efficiency. I highly appreciate the ticketing system. It allows us to quickly sort customer tickets and organize our routine operations enabling us to attend and personalizing feedback for every enquiry without missing any. Zoho Desk has also empowered our customers to help themselves through the self service portal and knowledge base. They help customers find solutions for common problems as we are handling the complex issues. Without a hassle of multiple pages we receive and answers tickets through various channels e.g instant messaging, online forms, social channels and live chats. The context aware interface provides customer interaction history, ticket status, and ticket timelines for timely answers. Lastly Zoho Desk provide us with the best data protection for communication and customer data security.

Nachteile

The lower subscription plans are kinda limiting to businesses that need more flexibility because they lack customization options. Additionally, the customer portal cannot be customised or designed to match company's brand colours and consistency.

Vorteile

Zoho Desk is a client care device to oversee client questions and backing tickets from various channels like email, talk, informing, online entertainment stages, and so on is one of the best stage for giving client care administrations to the individuals who are utilizing your administrations or items and to give an answer for them. it works Consistently and effectively coordinates with other Zoho apparatuses, You can focus on the ticket and even make your own insight base in Zoho to computerize the reaction. In the event that any client raises a question, its man-made intelligence created Chatbot will answer naturally based on your insight base

Nachteile

Is by all accounts a sufficient tagging framework. My issue with the product comes from an improvement point of view. Attempting to use there Programming interface to get to end client usefulness is unimaginable without the SDKs which are unusable in a cross stage improvement framework.

Vorteile

We can use it with limites excess of internet

Nachteile

Clumsy, and not intuitive along with gaping holes in sales

Vorteile

I like the support is to quick and we all are satisfied with this product.

Nachteile

It's very effective platform to work and simple to work.

Vorteile

It is a necessary tool to facilitate excellent synchronization and communication between employees.
It has a well-designed interface that is pleasing to the eye.
It allows you to keep track of the problems that arise in each department of the company and respond more effectively.

Nachteile

It is an efficient product and so far we have not had any major problems.

Vorteile

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

Nachteile

There should be more telephony providers for more countries

Vorteile

The layout is intuitive easy to navigate, even for beginners. I could set up my help desk quickly, and training my team to use the platform. Everything is organized neatly, from tickets to customer profiles, making it simple to stay on top of tasks.

Nachteile

The basic and mid-tier plans have limited customization options compared to the higher-priced plans.

Vorteile

Simple and easy to use. Could integrate teams with zoho. Ticket system was easy to use.

Nachteile

Some functions wouldn't work based on the IT feedback

Vorteile

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Nachteile

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.

Vorteile

Fairly easy to work with the developers to create a ticketing system.

Nachteile

It's an overseas product and it's hard to communicate due to there accents. I dislike some of the development things. Even with the higher package you were still very limited how to set the help desk ticking system up. It was easy to change the basics like logo, fonts, website layout.The important features wasn't available most times.

Vorteile

What I like most about the Zoho Desk are the total capabilites it has available to users. From CRM, support, campaigns, tracking, etc. It is very diverse.

Nachteile

What I liked least about Zoho Desk is how frustrating the UI is to work with. I am used to working with simpler applications and Zoho was a bit of a learning curve to me.

Vorteile

I was highly impressed with Zoho Desk's intuitive interface and comprehensive feature set. The platform is exceptionally user-friendly, making it easy for our team to manage tickets efficiently. One of the standout features is its automation capabilities, which significantly reduce the manual workload by routing tickets based on predefined rules. This has led to a faster response time and increased customer satisfaction. Additionally, the integration with other Zoho products and third-party tools is seamless, providing a unified approach to our customer service processes.

Nachteile

While Zoho Desk offers many advantages, one area that could see improvement is its mobile app. The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version. This can be a drawback for teams that rely heavily on mobile access to provide timely customer support. Enhancing the mobile experience would make Zoho Desk even more robust for on-the-go users.

Vorteile

User interface and the user experience is good compared to other CRM tools

Nachteile

support is zero if at all i want to talk to the team

Vorteile

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Nachteile

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Vorteile

This is the perfect suite for supporting clients, with multiple integrations for chat, CRM, and other communication channels.

Nachteile

In the customer section, segments are needed for criteria with domain email or business or home clients.

Vorteile

Admin system is solid, but not the easiest to learn. Great features once you get it

Nachteile

Difficult permissions management and it takes a long time to get off the ground with understanding how to customize

Vorteile

I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.

Nachteile

At times, it can be a bit limited in terms of fully accommodating our specific security needs.

Vorteile

Zoho desk has been a critical part of our company by helping us stay on top of customer issues and tracking statuses.

Nachteile

Customizable organizational options would be helpful.

Vorteile

It's a very intuitive plataform, the way you can manage the tickets

Nachteile

Maybe a little overwhelming the application

Vorteile

The pros of Zoho Desk are....
User friendly interface
Omnichannel support
Automation
Reporting and analytics
Integration
Affordable
Mobile apps

Nachteile

The cons of Zoho Desk are...
Limited advanced features
Steep learning curve
Limited customization
Dependance on Zoho Ecosystem

Vorteile

Bastante fácil para implementar, pero tiene demasiados utilidades para el negocio como el mío

Nachteile

De tantas opciones que tiene para implementar, lo vuelve un poco confuso, y el soporte no siempre está al 24/7 para apoyar

Vorteile

Zoho Desk makes it super easy to deliver customer experiences via real-time live chat and audio calls.

Nachteile

Zoho Desk is cloud-based and it is only premium, thus it has no free version.

Vorteile

Make communication proactive with Zoho Desk. It has a very easy to use user interface, very easy to use. Ticket management and real time alerts and notification makes Zoho Desk our top priority. A game changer you ought to try.

Nachteile

Let's learn to focus on the positive side, Zoho Desk can never let anyone down.

Vorteile

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Nachteile

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

Vorteile

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.

Nachteile

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

Vorteile

I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options.

Nachteile

The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization.

Vorteile

It is simple to communicate and engage with customers across multiple communication channels with Zoho Desk. It enhances faster customer issues resolution. It provides 24/7/365 customer support.

Nachteile

My experience with Zoho Desk is great hence I lack anything to dislike.

Vorteile

Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.

Nachteile

Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.

Vorteile

Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.

Nachteile

The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.

Vorteile

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.

Nachteile

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

Vorteile

easy to use CRM, works well with other software integrations

Nachteile

quite expensive for the enterprise plan, it had all the features we wanted and I pretty much had to pay for it

Vorteile

What I like most about Zoho Desk is its intuitive and user-friendly interface, making it easy to manage customer support tickets. It offers excellent automation features for

Nachteile

Zoho Desk is its occasional performance lags, especially with larger ticket volumes.

Vorteile

Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software

Nachteile

Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function.

Vorteile

Zoho Desk is simple to use and inexpensive when compared to similar and easy to track their tickets.

Nachteile

It helps us to connecting our clients in very short time

Vorteile

The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime.

Nachteile

The customization of the ticket layouts and of the reporting could be improved.

Vorteile

Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time.Additionally it is very easy to use and has a very user-friendly UI.

Nachteile

Some occasional system slowdowns can affect productivity.

Vorteile

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Nachteile

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Vorteile

The ticketing feature is the one I use in my day job

Nachteile

I am happy with all features in Zoho Desk

Vorteile

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

Nachteile

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

Vorteile

It has all the basic features that are requested.

Nachteile

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

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Zoho Desk

Vorteile

its easy to use and work allocation would be easy

Nachteile

Less support to explore and implement all the modules

Vorteile

Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers.

Nachteile

It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial.