Zoho Desk

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

In Betracht gezogene Alternativen

Zendesk Suite

Warum Zoho Desk gewählt wurde

We needed a more advanced solution to support our team scaling/

Gründe für den Wechsel zu Zoho Desk

Zoho Desk was a cheaper alternative than Zendesk.

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

Con Zoho desk è possibile rispondere alle richieste dei clienti, in modo veloce e molto semplice, caratteristiche che difficilmente ho riscontrato nella concorrenza

Nachteile

Il piano a pagamento è un po' oneroso a mio modo di vedere

Vorteile

Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.

Nachteile

Unfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.

Vorteile

The ticketing system is user-friendly and the automation features save tons of time.

Nachteile

Integration with other Zoho products could be smoother, and the reporting features could be more robust.

Vorteile

Seamless ticket management and a user-friendly interface make Zoho Desk a must-have for our team.

Nachteile

The reporting features could use some improvement, and we've experienced occasional glitches with the mobile app.

Vorteile

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

Nachteile

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

In Betracht gezogene Alternativen

Salesforce Sales Cloud und SurveyMonkey

Zuvor genutzte Software

Freshdesk, JIRA Service Management und Kayako

Vorteile

it helps me simplify customer service operations, improve agent productivity, etc

Nachteile

the app is too expensive, if there was a package for young startups like us it will be very good

Vorteile

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Nachteile

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

In Betracht gezogene Alternativen

Freshdesk, HubSpot CRM und Zendesk Suite

Gründe für den Wechsel zu Zoho Desk

I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

Vorteile

It is optimised for initial starting business and tasks can assigned reassigned and updated, u can divide the task, categories them based upon the projects

Nachteile

It has some glitches and maintenance time is little bit high

Vorteile

La posibilidad de crear áreas para el correcto manejo y seguimiento de tickets.

Nachteile

El ingreso, engorroso y poco funcional. La verificación por mensaje atrasa y si no tienes el móvil cerca no puedes ingresar.

Vorteile

It's the budget alternative to Zendesk, and it gets the job done.

Nachteile

WAY too many bugs. It would take me an hour to list them all. However, it's usable, so it's not completely junk. Some tasters of what's wrong with it include the fact that email templates are not unified. You have to edit each of them one by one, and if you want to change the sender address, you need to open each template and save it. If you save ten in a row too quickly, then you need to wait for their system to stop blocking your requests because their throttling mechanism will nab you.

Another is that when you go to add a new agent, you fill out the form and THEN it asks you to upgrade your package. Sometimes the subscription upgrade page won't open. A better way to make it work is to replace the "Add Agent" button with a button to quickly add a new "seat" to your plan at the click of a button and then let you add an agent. They'll get money much faster that way, too.

If you delete an agent to replace one, you need to reassign all of your tickets, even if the tickets need to be assigned to the new agent. So, someone else gets hit with all of the tickets instead of having the ability to add them to the new agent at all.

Vorteile

Zoho Desk has enhanced smooth interactions in our corporation between team and clients in real time.

Nachteile

The self service portal available on Zoho Desk is a bit tricky to configure during initial setup without looking for tutorials.

Vorteile

Intuitive interface and its integration with Zoho CRM is my favourite. It's relatively low priced compared to Zendesk and provides some unique features the more expensive competitors don't provide, such as 24x5 Chat Support and all apps for running business from writing, presenting, reporting etc...
In addition, it provides a free plan while Zendesk does not.

Nachteile

It's little bit slow to load. Its website menus have unique colors for each which seems to be inconsistent in my opinion.

Vorteile

I liked the software for it's functionality. It did do what we needed, it just wasn't really that easy to use. It's semi-extensive with it's ability to archive tickets, and the fields are laid out in a way that makes it understandable, but not easy.

Nachteile

Zoho would have issues / outages semi often. This would cause emails to not automatically generate tickets, which, when fixed, would cause a surge of tickets all at once. This left customers without a reply for possibly hours. It's kind of clunky, and not exactly what I expect from a ticket system, which needs to be fast and effective.

Vorteile

The software is very easy to use, doesn't require training for the team.

Nachteile

Reporting system is not very robust, AI layer is also very basic.

In Betracht gezogene Alternativen

HubSpot CRM

Warum Zoho Desk gewählt wurde

Needed more features mainly query identification and TAT setting for each type if query.

Zuvor genutzte Software

Zendesk Suite

Vorteile

Pretty easy to use if it works

Nachteile

Limitations in features and a reporting solution which is on the level of 1999. Besides this, don't expect to serve your own customers correctly because the system may be down a couple of times per month

Vorteile

Robus system - it never failed on us when we used it.

Nachteile

It was so much hassle to set up the whole system. The UI is old and sometimes you need time to figure out where is what. Definitely needs a big UI and UX overhaul.

Vorteile

It is cheap and easy to use, yet has a lot of useful features

Nachteile

It is not very beginner-friendly, training needed

Vorteile

Very Simple to use, just Like the other softwares by zoho.

Nachteile

The interface and not so complete Like other ones.

In Betracht gezogene Alternativen

SolarWinds Service Desk

Vorteile

A lot of features, robust, does everything a ticketing system needs to do, reasonably priced, does the kob

Nachteile

Not the best support, some funky bogs, some elements look outdated, the whole package lacks some features.

Vorteile

It has some very good features and you can really setup the customer support in few minutes using Zoho desk.

Nachteile

Zoho has got very poor customer support team that do not understand the customer issues and are incompetent to provide quick solution.

Vorteile

Love the fact that you can link it to the Zoho workdrive genie.

Nachteile

It has strong security that makes it log out unnecessarily

Vorteile

Ability setup agents, customer companies and several contacts within customer contacts. Numerous settings for tracking tickets like vehicle of initiating ticket, additional classifications within product line.

Nachteile

Reporting could be expanded on free to evaluate. full software isn't cost effective for small companies. Would like to see what options beyond general ticketing. for example, fixed, bug, future development options to move tickets into.

Vorteile

This has been our primary customer support system. I like that it is free. It has decent functioning usability.

Nachteile

After marking tickets as closed, they stay in the inbox right with all the other messages. It would be nice if we could move them into a different folder to reduce clutter.

Vorteile

- Ease of doing business
- Ticketing tool
- Escalation rules set up ease
- Migration is smooth
- free version

Nachteile

- pathetic customer support
- Bugs
- Unreliable for tickets generating through mails
- Problem with big attachments in tickets.

Vorteile

Zoho Desk can be customized as per business needs. It is a very effective tool to support sales support and tracking of sales, customer satisfaction and ongoing customer support

Nachteile

It is a good software and at present it has served our requirement

Vorteile

It is simple to use and keep track of all leads. Their customer service is commendable, and their ticketing system is quite effective.

Nachteile

It would be great to be able to track the entire process with a single ticket number if Zoho Desk was integrated with Zoho CRM and inventory.

Vorteile

I like that it is easy to use and you can search for tickets quick and easy. I like that you can close out a ticket with out the email being sent to the client as well. Over all it is pretty easy to use.

Nachteile

I feel like it really needs to be updated. Tickets that come over never match the clients information that send in the ticket as it seems to not pull over from the CRM. It is never accurate information which make for more work to try to figure out who the client is.

Vorteile

The software is pretty; the user interface is very attractive and impressive. It does seem well developed.

Nachteile

The software was difficult to navigate and ultimately setup. I found it confusing and not very intuitive or straight forward. After struggling for a little bit I completely gave up.

In Betracht gezogene Alternativen

Freshdesk

Gründe für den Wechsel zu Zoho Desk

I didn't

Vorteile

I love that it has a two-way integration with ZOHO CRM

Nachteile

The customer support has been an issue with ZOHO products in the past. Maybe this time will be different

In Betracht gezogene Alternativen

Freshdesk und HubSpot Service Hub

Warum Zoho Desk gewählt wurde

HubSpot Service Hub Pro was way way more expensive than ZOHO, but I have to say HubSpot's customer service and quality was out of this world GOOD! I hope ZOHO features can fill the HubSpot shaped hole in my heart.

Zuvor genutzte Software

HubSpot Service Hub

Gründe für den Wechsel zu Zoho Desk

Price. Zoho just cannot be beat on price. I believe for the price, I can make it work for my company.

Vorteile

You can make it work easily and fast enough to drive the new project. You can use default email template for basic automatic response and your own template after.

Nachteile

It 's not very fast. And some functionality like report are not working at 100%. You can have some difficulty in synchronizing your customers in your database and zoho database.

Vorteile

Ease of use and functionality for our CRM

Nachteile

The support from the global support, the 24/7 access helps and the prompt feedback also helps our business.

Vorteile

Customer support response fast for any inquiries I have.
Few times I asked something and the response been SATISFACTORY

Nachteile

limitation of features. It seemed it has fewer features compared to its competitors. However, I am still happy with it

Vorteile

I had a basic use to the product that was integrated with the zoho account system and other zoho products

Nachteile

required users to create a zoho account in order to use the self service portal, instead of our own company email

In Betracht gezogene Alternativen

SysAid

Gründe für den Wechsel zu Zoho Desk

I canceled this product

Vorteile

What differentiate Zoho Desk than others in the market are it support for multiple channel help desk center. User also you can do their own branding on the SaaS offering.
It also come with AI features which is excellent value added services to customers.

Nachteile

Zoho Desk is a great product, however with too many integrated plugin or 3rd party apps will make it hard for user to navigate the system

Vorteile

They provide a good amount of documentation that allows us to work with this software. In addition, they offer basic webinars on how to use this product which is helpful to our employees. This software does allow us to build stronger customer relationships, which is always a plus in our books.

Nachteile

The company provides online support. However, in some instances, having phone support would be preferred because it is hard to explain certain problems online. Support is online and support is only available during certain hours. Some of the reporting features this software offers are not so good. Some instructions are unclear and hard to understand.

Vorteile

It's easy to use, you have several features you can take advantage of. Everything is in order, it's easy to understand how the platform works.

Nachteile

It can be updated with better reports, integrations.

Vorteile

Intuitive design
Look and feel
Combined customer support suite
Multi department features
Integration with many tools

Nachteile

Support is not good
difficult to merge two tickets
Search functions are not working properly. Most of the time you can't search with body of the content or subject contents
Customer rating features are not moderated, even operators can do the rating themselves

Vorteile

Compared to other help desk software it is good for the price. It allows agents to customize how they want to view tickets/dashboard. It has a very modern looking color scheme and layout.

Nachteile

There were many times when there was a lag time when emails were sent from the system. The Free trail period is too short. We didn't like that our agents had to create a ZoHo Social account.

Vorteile

Cost and features. This helps us to run a ticketing system easily, and cost is very affordable for a startups.

Nachteile

some bugs unattended for ages, it seems. At times it becomes really slow which is defending the purpose of using ticket system itself which is actually to speed up the processes. Support replies really slow.

Vorteile

amazing to manage your company from it, immediately emails for tickets, having a mobile app which helpful for using

Nachteile

they don't have a live support and this something annoying me I need to get fast response for my question so I have thread all article to get what I want

Vorteile

I was able to track tickets and customer information quite easily. It did the job but there is still way better service softwares out there.

Nachteile

I found Zoho Desk was confusing at first and the demo was not very helpful. We couldn't track who placed the ticket which became a little confusing. Overall, it was lacking in some features but it did it's job.

Vorteile

When we looked to create our backoffice infrastructure we looked at Zoho CRM. From there we quickly were drawn into a full service platform.

Nachteile

Way too complex for a start up. You'll need a full-time administrator to set up the tools correctly. If you invest, Zoho will be a powerhouse, but as a start up it's not a good investment of time and money.

Vorteile

What I like best about Zoho is the ticketing system and how it can integrate with my gmail inbox so all my emails show up in one place.

Nachteile

What I do not like about Zoho is how open tickets do not close by themselves after resolving an issue. I have to manually close each ticket after sending a resolution and that clutters my inbox if I forget.

Vorteile

snippets so far seem kind of useful. Cant compare this to other desk software platforms though as I dont have the experience.

Nachteile

Cant schedule emails to be sent automatically at specific times. No response if calling their support #. Need some sort of import that checks headers, for say GDocs, to the knowledge base.

Vorteile

The fact that it is available in the cloud and is multi-user. You dont have to maintain multiple excel files and wait for unlocking by other users.

Nachteile

Not that fast UI. Pretty slow which is frustrating. Cannot add attachments through the public portal. General attachment system is pretty old school.

Vorteile

This is the tool if you are looking for providing great customer service and live chat. We used it for a free trial and found it extremely useful and easy.

Nachteile

Slow support, integration took time but no complaints as we were using free trial.

Vorteile

Available anywhere on the internet. The software does a good job of storing metadata on our clients and easing the access to that information.

Nachteile

Understanding the software and how to setup. In addition, the ability to understand how the different applications interact with each others is challenging.

Vorteile

Plenty of features to compete with Zendesk, etc. including multiple portals, telephony, and customizable agent views.

Nachteile

The setup and user interface take some time. The interface is not the same as other Zoho products like CRM.