Zoho Desk

Vorteile

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

Nachteile

I am happy with all features in Zoho Desk

Vorteile

With Zoho One, organizations get access to a suite of useful tools in a unified interface. All of the functions may be accessed and used without having to switch between applications, thanks to the excellent integration between the various tools. Teams may better coordinate their efforts and produce higher quality work thanks to the intuitive and well-integrated software.

Nachteile

Although Zoho One provides access to a wide variety of applications, it is not without drawbacks. These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in comparison to free or low-cost alternatives.

Vorteile

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.

Nachteile

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

Vorteile

¡Zoho Desk es la bomba! Es una plataforma de soporte al cliente super completa que tiene de todo lo que necesitas. La interfaz es fácil de usar y la personalización es genial, así que puedes adaptarlo a tus necesidades. Además, las integraciones con otras herramientas son una bendición, así que puedes tener todo en un solo lugar. La función de gestión de correo electrónico es una maravilla, ¡no tienes que preocuparte por perder un correo electrónico de un cliente nunca más!

Nachteile

Puede ser un poco difícil de navegar para los nuevos usuarios al principio.

Vorteile

> Zoho Desk is an easy-to-use and comprehensive help desk solution.> It offers a comprehensive range of features, such as ticketing, knowledge base, customer portal, automation, reporting, and more.> It is highly customizable, allowing you to tailor the solution to your specific needs.> It integrates seamlessly with other Zoho products and third-party applications.

Nachteile

> The user interface can be a bit confusing for first-time users.

Vorteile

Always assured and confident in demeanour and presentation of ideas without being aggressively over-confident. Reaches a decision rapidly after taking account of all likely outcomes and estimating the route most likely to bring success. The decisions almost always turn out to be good ones. When ideas are challenged by others, the agent listens to their view politely, but is able to maintain a position firmly and persuasively without aggression. Prioritizes and sequences own tasks and those of other people in the team. Makes sure that the priority tasks are always completed on time.

Nachteile

Able to concentrate and stay focused for periods of several hours, even when tasks are relatively mundane, and doesn't make mistakes. He has a high boredom threshold. the agent pays great attention to detail. He always presented work properly checked and completely free of error. the agent always completes any assignment on time and to a high standard. From a set of data, the agent is able to establish a principle, or work out a rule, or suggest a reason for failure or success.

Vorteile

Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs.

Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform.

Training is well laid out and there are plenty of online resources to reference to get going.

Nachteile

There isn't that many... it takes a little getting used to, but once understood it is fairly straight forward.

Ticket handling could be a little better, but the question is how to get customers to open new tickets rather than replying to old tickets, and it is not really a software issue.

Vorteile

The new frame it's really something else. Congrats!

Nachteile

I can't tell one yet

Vorteile

Going throug Hundreds of tickets everyday and Assigning those manually was painful, but thanks to the ZOHO desk, I am able to automate tickets based on the employee skill set, now all tickets are automatically sent to the employees and i dont even have to look in to this.

Nachteile

I would appreciate if someone removes the Escalation part from this software, Hehehe Just Kidding.

Vorteile

Great service works fine for small and big teams, the best choice relative by price and service. I'll choose Zoho for all my teams

Nachteile

We don't have cons, possible cons:
- Add custom domain
- Add custom ssl

But it's not a a problem...

Vorteile

Keeps Team On one page with our customers.
Affordable
Not Bulk
Great Design Layout
Responsive Customer Service

Nachteile

Would like to see a customer Desk facing app.

Vorteile

Zoho Desk makes it easy to manage tickets and has an easy to use interface. It has very good CRM features

Nachteile

since I use Zoho Desk it works fine for me.I haven't had any complications yet

Vorteile

We migrated to Zoho Desk to offer an easier and more flexible support option for our customers, changing from WEB to EMAIL as the prefer channel. The results were great. Also we are very happy with the customer ratings option to evaluate each support interaction.

Nachteile

The ENTERPRISE version is a little bit price but the PRO version has a lot of features. I'll like to see the CHAT to be more affordable as a support option. Migration needs support involvement if you want to keep your comments and resolutions from other systems.

Vorteile

Reporting is strong - ability to consolidate all channels is also very helpful.

Nachteile

Setup learning curve is steep - especially if you have not set up a ticketing system before.

Vorteile

Clean layout and relatively easy to set up, nice reporting out of the bag. The granular permissions sets are great and the branding options are a nice touch, especially the custom domain option. Linking customers to cases and calls is what we need but needs to be done is specific route/journey

Nachteile

For some odd reason I am restricted to only having 5 custom multi pick lists on my cases template and layout. This was almost a deal breaker.

The UI is not massively intuitive. Even after using it for almost a week I still get lost and a little frustrated as it's not obvious where things are and the menu layout is a pain. This might come from a the lack of consistency between hover over and clickable menu items.

Custom reports are a steep learning curve, especially with custom data.

Adding a call to a case connected to a customer only really works in one way/flow, any deviation seems to blank out the form or detach from the customer.

Vorteile

Zoho is a great productivity tool, it helps you keep organized. You can see all your tasks int he main dashboard, check the ones that are late and prioritize the most important ones. I really like the thread view, where I usually take notes to myself so I have a thread of what was going on on the project.

Nachteile

Something that could be improved is the image viewing. When you attach an image to the task thread and click on it after saving, it opens in full screen. I don't need to see this image so big! It would be nice to have it responsive to the size of the window.

Vorteile

It's feature rich, there are so many options that make Zoho Desk a complete service. It's a good surprise to see a new service offering so many features.

Nachteile

The interface is sometimes confuse. But this is not a real con, I think that a little redesign will put Zoho Desk on top of his competitors in terms of design.

Vorteile

The interface is user-friendly and accessible. Everything you need is in one place and the integration with other third-party software.

Nachteile

The App Creator module is the most important in my opinion, however it is not easy to set it up without expert knowledge.

Vorteile

What impressed me the most about Zoho Desk is its ability to manage multiple domain names from the same platform.

Nachteile

However, its handling requires a detailed tutorial.

Vorteile

The application has a lot of features and it is very user friendly. We have tried it with a few users and it went ok

Nachteile

Some users have a little dificult to mange the user interface, but after a little while they got it.

Vorteile

Ease of use
Agents management,
Ticketing system,
Account management
Contact management
Agentwise monitoring

Nachteile

Report generation is a big issue. Exporting the report will give you a maximum limit of 3000 entries.

Vorteile

It's easy to use, i can manage all tickets automatically with several rules by default, you can have many agents that can focus in specific tickets without interfering with others. It has a great and clean interface with many options that helps to reduce processing request times.

Nachteile

Sometimes email messages can't be sended or received, it has one or another bug that last at least one week to fix it.

Vorteile

1. Amazing, intuitive and easy to use interface
2. Role level view of the dashboard
3. Ticket view where you can see all the tickets at once
4. Cost is relatively less(not much) than other softwares

Nachteile

This has relatively less number of feature as compared to zendesk but they are sufficient unless you have a very big customer support team

Vorteile

A seamless system with automatic ticket management, in app mailing tool and even a knowledge base. Quite intuitive as well

Nachteile

Limited trial period. Could have extended this to 20 days. Also should have added some default/built-in options like mail notification and default rules for ticket assignment.

Vorteile

Great for a startup looking for great value for price. The interface is well done and it seems like there is a ton of good functionality.

Nachteile

Was a little hard to customize the FAQ at first. Spent a good deal of time trying to figure it out. Ended up with something simple, but it works for now.

Vorteile

The clarity of the software. We use the software daily and we are very pleased with the usability and clarity of the software.

Nachteile

Some functionalities are not available in the helpdesk software and in some cases it can take a very long time to get a new functionality implemented.

Vorteile

I liked all integration the features to capture leads are quite confuse.

Nachteile

missed the way how to integrate APIs accordingly.

Vorteile

Es de los más completos que conozco, pero en la versión más cara, que aún así, es la más económica del mercado, con onmicanal, voz, chat, etc.

Nachteile

Es un poco engorroso encontrar las funciones en los menus, pero hace tan tantas cosas que es normal.

In Betracht gezogene Alternativen

Zuvor genutzte Software

Vorteile

Visual clean, integration with Zoho CRM + SalesIQ
Great features for tasks
Mobile apps is well designed

Nachteile

Would need a little more color to identify the state of a ticket
The apps has frozen 2 time during my trial (hope this is temporarly)

Vorteile

Zoho Desk is a great tool for our company. Too easy for customers, and too easy for our account managers.

Nachteile

Probably Zoho needs a redesign. We needed some time to get used the interface. Sometimes the page load take too long.

Vorteile

- The clean interface
- Customize the product
- The product stays in a server out of my infrastructure

Nachteile

The translate of the product to Portuguese. Many of the texts still in english and disturb some users.

Vorteile

Its fluidity, its responsiveness when opening a ticket. Ergonomic professional use.
It is a software that allows me at the moment to rotate several technicians in the field. It allows me to manage the SFR management interface much more easily.

Nachteile

Changing the display of user tickets. Can not edit base cells.
The only negative point for me. It is the ticket customization that is not the taste of the day. Obligation to have written "Object" instead of something else.
Too bad

Vorteile

e-mail organization and reception of ticket.

Easy to comunicate the client by the zoho desk

Easy to control de Work Flow and Tickets flow

Integrations, customize, Contact list, Zoho product easy integration

Nachteile

Dont get how client accounts work. dont realize why all the tickets change accounts to the last used.

Vorteile

I like that it's fully integrated with the ZOHO ecosystem so as I grow and my needs grow I can grow with this. I can do just about everything I need to do to get my business off the ground right off the bat with minimal investment and learning curve. I can compete with much bigger entities.

Nachteile

I'd like to be able to allow users to be able to make some choices in the cart. I may yet be able to do this I am just not sure how.

Vorteile

The Zoho Desk System is easy to use and easy to train agents to use. It was affordable for our very small business. I am a very small business and I needed a program that was affordable.

Vorteile

It has alot of features to offer. Telephony integration is one good option as I can. Also the Chat, email and many other features.

Nachteile

Alot of features that it offers however a little complicated interface. Please make it more user friendly. The Dashboard of Zendesk & FreshDesk is a bit easier. maximum telephony integrations are not available in India.

Vorteile

* Integration with Zoho CRM
* Departments allow you to be structured based on your company
* Affordable compared to other Help Desk solutions
* Easy to set up and manage
* Free Trial
* It may be overwhelming at first to get everything set up, however after that its a fairly simple but powerful program.

Vorteile

- very well structured
- help desk domain knowledge represents in the user flow
- pricing is very competitive

Nachteile

- too many functions so sometimes get lost.
- User interface is kinda old school
- telephony is not supporting Taiwan

Vorteile

Good multi-plataform, ease of use, centralizes communication, think design, happy answers and integration to Zoho CRM

Nachteile

perfect solution for our objects, if possible say anything against, it would be the time allowed to use for free

Vorteile

We were looking for a solution that would integrate with our other processes. Zoho makes that easy. We use the whole suite of Zoho products and the integration works really well.

Nachteile

The navigation took a little bit to get used to, but it's second nature now. But really, I'm nit-picking. We've been happy with Desk so far.

Vorteile

So Zoho desk really helps me organize and get feed back on customer specific tasks. I own a virtual assistant, web design, and online marketing compnay. This way we can create tasks, support, tickes, and track progress on any given project. It's just really simply, plus, it automitacally gets feed back when we close a case so it's easy to stay on top of successes as well as issues.

Nachteile

I don't really have any, for me it fits all my needs.

Vorteile

The easy integration and vast dynamics really puts customer support on task. The ability to have live support, customer knowledge base and ticketing all in one place, makes life so much easier.

Nachteile

Right now I can not fine anything that I do not like. Every feature seems to fit exactly what I am looking for.

Vorteile

This sofware is very easy to use and the mobile app work well.
That i like the most is the capability to manage help desk SLA for each services !

Nachteile

The User Interface is too simple and not very "funny". For the moment I do not have bad point for this software ;)

Vorteile

I love the amount of detail and how it links up to other Zoho products. the ease and simplicity make working in a group easy and helps build communication between departments.

Vorteile

Automation, customization - brings a lot of features such as modules, templates, fields customization and the option of mapping dependencies whici is a great plus, customer portal is good also.

Nachteile

Still needs work on import/export and migration from other IT support/crm tools. There have been reported some issues with imports from other tools.

Vorteile

Integration with the Zoho Suite. Set of interesting features such as Community and task with tickets

Nachteile

Would like to have more visual interation. It looks that the User Experience and user interface could have been refined visualy with colors, example to display the statut of tickets (ref. :ZenDesk)

Vorteile

The ability to track agents' responses is one of the best feature of this software. It allows Managers to track and evaluate agents' performance.

Nachteile

I feel there's too much information on the page which can confuse the user. Also, I would prefer use of different colors to identify different functionalities.

Vorteile

the ui experience and the fact that most of the requirements that I can think of are already implemented.

Nachteile

Email automation and reminder system can be simplified further. Automated messages should be sent out to respective ticket owners at configured intervals

Vorteile

It helps people to help other people. It is very easy to use right after start. Design is best I saw from system like this.

Nachteile

Need to learn to find some functions. I was need to find call logs and it took a time to first investigate, thenread help.