Zoho Desk – Bewertungsseite 6

Vorteile

When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.

Nachteile

One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.

Vorteile

Affordable, easy to use, readily available integrations, trail option available for testing it

Nachteile

Nothing to say... Low or bill bug issues seen

Vorteile

We've incorporated Zoho Desk into our web app so that our existing customers can submit issues detailing the issue they're having and including screenshots and a description of the process they went through to get there.

Nachteile

There is a critical lack of functionality in Zoho Desk due to the lack of a desktop application. The Recent tab's quick access icon might have been positioned more conveniently, perhaps in the main header menu as opposed to the footer.

Vorteile

For more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later.

Nachteile

There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me.

Vorteile

Does not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining)

Nachteile

It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company

Vorteile

L'intégration avec le produit a été facile et ce que j'ai apprécié est l'éfficacité des gestionnaires

Nachteile

Certains des processus sont difficiles et les notification sont difficiles à utiliser

Vorteile

Task management and ticket tracking and remote control, chat.

Nachteile

Less reports and task segregation, UI design

In Betracht gezogene Alternativen

Freshdesk und TeamSupport

Zuvor genutzte Software

TeamSupport

Vorteile

Zoho Desk permite solventar las incidencias de los clientes con una gran facilidad, permite varias formas de solventar los tickets en función de las necesidades de tu empresa y tiene la posibilidad de crear varios departamentos para organizarlos en función de la incidencia o prioridad, permitiendo así trabajar hasta un número ilimitado de personas dentro de la misma herramienta, pudiendo trabajar de forma ordenada.

Nachteile

Si requieres de una estructura de ticketing con varias personas trabajando con la misma herramienta, seguramente necesitarás a algún partner Premium de Zoho para que te ayude con la consultoría e implementación de la herramienta, ya que las guías para implementarlo correctamente no son muy completas y seguramente no le saques el máximo partido sin que un profesional te lo implemente.

Vorteile

Fue muy fácil comenzarlo a manejar, además se adapto a nuestras necesidades como empresa, por medio de este software llegamos a nuestros clientes de forma sencilla, personalizada, alegre, dinámica, nos permite programar y reprogramar con tiempo las acciones a ejecutar.

Nachteile

Acá diría que en algunas ocasiones esta un poco lento,pero no ha sido siempre y eso ha permitido que continuemos con el por mas de dos años.

Vorteile

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Nachteile

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

In Betracht gezogene Alternativen

GLPi und JIRA Service Management

Gründe für den Wechsel zu Zoho Desk

Its having good UI and also customizable as per your requirement to an great extent.

Vorteile

User interface is so much simple and smooth to use by tech and non tech person. Easy to track our concern with transparency.

Nachteile

Need to add some more feature in the free version to understand and utilize the basic feature of the zoho to get premium.

Vorteile

This product is very inexpensive yet effective. The productivity metric that you can draw out is really very practical. When meeting SLA (Service Level Agreements), this product is going be a boon for you. There are so many options to choose from when a customer creates a ticket. It is also enabled with AI sense that automatically searches a keyword in the description and auto-suggests articles and public docs from the knowledge base. It is known to save a lot of time. This also helps you to automate repetitive tasks and workflow via templates.

Nachteile

No such cons, but it would be much nicer to have more dynamically editable properties like ticket statuses, internal titles, and primary and secondary contacts. Auto trigger or manager recoveries etc. But overall, it does its work decently.

Vorteile

What I liked about this software is its cost. Its price is affordable for all social strata.

Nachteile

What I liked least about this software is that not all notifications are usable.

Vorteile

ZohoDesk is a cost-effective customer support platform with configurable analytics and the flexibility to interface with a wide range of third-party solutions. This includes but is not limited to very efficient customization options to get the most out of the system. Zoho Desk's user panel allows you to make phone calls, track client emails, get team and process reports, and create final reports. entire. Zoho Desk also allows consumers to view their tickets, which increases openness and allows me to see all requests from firms in one place.

Nachteile

So far, the platform's functionalities have all been quite beneficial and simple to set up. Other platform integrations operate well and are self-configurable. Calls by dial number or user may be delayed due to the large amount of records. As a result, you can make calls with distinct or inaccurate requests.

Vorteile

Support ticketing, integrated telephone, chat, and knowledge base. Also the integration suite options

Nachteile

Not having a direct chat to support. Have to call or use whats app

Vorteile

The ability to upload Knowledge Base and have it sync to Sales IQ chat into our website chat bot, along with ASAP feature that helps in giving help documentation within the website, and also the ability to integrate WhatsApp support (beta),

Nachteile

Zoho Support, oh god they are too slow :-( in resolving a single query.

In Betracht gezogene Alternativen

Freshdesk und Zendesk Suite

Gründe für den Wechsel zu Zoho Desk

Its Integration with other Zoho Apps

Vorteile

I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend

Nachteile

No list with Zoho is the 99% secure and privacy service provide

Vorteile

We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!

Nachteile

My only complaint about the software is that it is kind of difficult to set up initially.

In Betracht gezogene Alternativen

Salesforce Sales Cloud

Warum Zoho Desk gewählt wurde

SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.

Zuvor genutzte Software

SysAid

Gründe für den Wechsel zu Zoho Desk

The cost was much higher with Salesforce and was also not nearly as robust.

Vorteile

This is one of the most reliable software for customer support. It has some of the most amazing features like I can contact with the customers through multiple channels for example emails, calls etc. also automated emails is a great feature, with the help of this I can send emails to my customers if there is any new offer.

Nachteile

I didn't find any cons so far for this product.

Vorteile

1. Its a great addition to the zoho suite.2. Customize everything according to your needs.3. Very easy to understand and use, Additional tools are very good like remote access tool.4. Customer service is much much better then any other similar tool.

Nachteile

1. Sometimes the downtime really makes you crazy.2. Sometime E-mail service does not work properly.

Vorteile

Zoho Desk creates a timely communication channel where without delays communication is sent to the right people, this has helped my business get more clients as they are happy they dont have to wait for long to get any help they may require. Its customizable. Zoho Desk is cloud based which is very strong and I have never experienced any challenge with data issue. Its inexpensive comparing to other funtionless softwares. Easy to generate customer ticketing. It has a live chat feature which is really helpful to sort customers queries in real time. Zoho Desk integrates seamlessly with other Zoho products. Its pretty easy to asign tasks to agents. Its easy to see all tickets statuses.

Nachteile

No drawbacks. I like the entire funtionality and It can only get better and I’m here for all that. I reccomend it to all that wants to take Customer service to a whole new level

Vorteile

It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.

Nachteile

When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.

Vorteile

We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was:

+ Easily integrate into the Knowledge Base (KB)
+ KB easily integrates into tickets
+ Tickets can be handled by multiple departments and permissions can be restricted to those departments
+ Single Sign On (SSO) integration for customers
+ A robust API
+ ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB
+ A good mobile app (I personally use it on the iPhone)
+ Customizable reporting

~ A semi-workaround to integrate with Github (via Zoho Project)

We're looking forward to Guided Conversations that's in development right now
We look forward to additional releases

Nachteile

It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable.

The above would not impact me choosing this platform again.

In Betracht gezogene Alternativen

Jira

Warum Zoho Desk gewählt wurde

It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Gründe für den Wechsel zu Zoho Desk

We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.

Vorteile

That you can do everything in one place.
email
Support
Escalations
Database
24/7 having someone there

Nachteile

Wish they could incorporate meetings to make everything a blast for me!

Vorteile

Our company has been using Zoho for numerous products including this one for the better part of 7 years. Overall we are quite happy with it and the feature set is very large, almost too large at times. It can truly be configured to accommodate a number of business processes. The amount of customization is really endless as well.

Nachteile

The UI has always been a bit clunky for me. It's something that you can get used to quickly but I feel like it could be better. They are continuously trying to improve it but it still lacking other comparable options in the industry. Also, depending on the scope and size of you IT Support team it can be too much in terms of options and functions whereby a team ends up only using about 10-20% of the actually capabilities of the system.

Vorteile

Zoho software is highly simple to use, secure, reliable, multi- tasked, easy to use, price is also affordable, easy teaming, and makes easier workflow.

Nachteile

No cons I have found in Zoho Desk till now.

Vorteile

Facile, intuitivo, veloce, può essere una buona soluzione per chi non ha molto tempo per la formazione

Nachteile

Prezzo e forse piuttosto semplice nel suo complesso come esperienza di utilizzo

Vorteile

Easy to track issues for employees and the app makes it great for when i'm away from my desk.

Nachteile

that one time it broke for multiple hours

Vorteile

Zoho desk is great for the help desk. I used this in college.

Nachteile

Nothing bad about this product. I liked it.

Vorteile

la facilité d'utilisation de la plateforme, ainsi que la capacité à centraliser les interactions avec les clients via différents canaux, tels que la messagerie en temps réel, les e-mails et les réseaux sociaux. Les fonctionnalités avancées telles que l'automatisation des tâches, la gestion des tickets, la personnalisation de l'interface utilisateur et l'analyse des performances ont également été appréciées par les utilisateurs.

Nachteile

les fonctionnalités de personnalisation limitées et des des difficultés à intégrer le logiciel avec d'autres outils de leur stack technologique

Vorteile

Auto revert with ticket number.escalationextract report

Nachteile

Whenever we close any complaint, and if the customer reverts after that complaint closure or after few days then the request does not reflect on the top and we can not see if any customer has reverted to us. to find such emails we have to search by putting ticket number after reminder from the customer.

Vorteile

It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.

Nachteile

The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Zoho Desk gewählt wurde

The previous product was not cloud-based.

Gründe für den Wechsel zu Zoho Desk

Value for money and ease of use, long list of capabilities.

Vorteile

After looking through a hundred or so integrated PPM, Project Management and Ticketing solutions, zoho scored best. They address most of our concerns out of the box.

Nachteile

would be great to push tasks to desk from project. A unifying view of both systems would make the solution more well rounded.

Vorteile

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.

Nachteile

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?

Vorteile

A simplicidade no uso. É vantajoso usar uma ferramenta que permite que nossos colaboradores a usem de forma simples. Somos uma consultoria e nossos clientes buscam agilidade em consumir de uma empresa pequena, esse é nosso principal diferencial relacionado às grandes organizações.

Nachteile

O design poderia ser melhor. Vejo o Fresh Desk como referência nesse quesito, permitindo otimizar a experiência dos clientes integrando funcionalidades de edição CSS no tema dele. Poderiam replicar para a Zoho Desk

Vorteile

It's one place for everything for the satisfaction of the customer as I can solve the issue and track the result of the complaint.

Nachteile

It needs canned responses to make engaging faster and easier.

Vorteile

Pros-It does work with Zoho CRM and logs tickets in CRM

Nachteile

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.

Vorteile

One of the qualities of this tool that I generally like is that it has functions that increase the number of customers that you usually have, being one of the most complete customer service tools, allowing everything from automation to self management for better operations.

Nachteile

I did not find it a complicated or difficult tool to implement, its functions help large or medium-sized companies to achieve their objectives

Vorteile

Zoho is comprehensive in terms of functionality as a CRM. It was easy enough to transition as a user from our previous CRM, with a lot of familiarity in terms of the set up and workflows. We really like the 'transitions' functionality, which allows us to have required fields at different stages of the process. This is helping us maintain data accuracy and input rates.

Nachteile

The search functionality can be confusing within objects (it feels more natural to search within the filter pane that pops up, rather than go back into the search view).
There are a lot of options when it comes to filtering and permissions which can cause some roadblocks, though that may be user error too!

Vorteile

The best thing I feel about Zoho is its user-friendly interface for ticketing systems. We can easily categorize the tickets by tagging them as required. Implementation and setup were also very smooth and fast—excellent customer service from Zoho.

Nachteile

I feel the price point is becoming highly competitive. Rest all is satisfactory and good.

Vorteile

It is a tool that increases customer loyalty and even allows analyzing customer opinion, it is the type of system that is organizationally fundamental, if you work with trading systems as well as those that provide a service, this allows in an understandable way and that provides solutions to customers mainly

Nachteile

The tool is one of the systems that are not usually difficult to understand digitally. In addition, if you have doubts, there is online advice to make the best use of it.

Vorteile

We've tried a lot of apps, but Zoho Desk stood out since it looked like a separate software. There is a free version for startups who need help managing a team of customers. I like Zoho Desk because it keeps a single, verifiable source of information available to both management and employees.

Nachteile

Scaling can be a little tricky when moving from a free version to a paid one, and certain modules may be able to be improved and made more efficient as a result.

Vorteile

Zoho desk's User interface is intuitive and easy to use Also it provides valuable insights and reports that help me to make informed decision and continuosly improve my support operations.

Nachteile

I have been using zoho desk for two years but i didn't find something dislikable in this.

Vorteile

The base of the program is very complete, it is really easy to install and use, the data it gives us is accurate, we can obtain data from emails, from live chats, personnel qualification, post sales, customer retention, rewards to potential clients and much more, the program helps us to generate all this in a friendly and simple way.

Nachteile

I have nothing bad to say about Zoho Desk, it has met all my expectations, it has provided us with information that other programs wasted among so many options and undesirable configuration.

Vorteile

Makes ticket management really easy to use and track.

Nachteile

Lots of functionalities appreciated but not really that useful, as they are usually done by other dedicated software (like screen sharing).

Vorteile

Zoho Desk integration capabilities with our Web application is one of the best fits for us, it easily helps us to track all the tickets and agents from the dashboard interface. The light agent seat count was one of the features that made their service considerably more appealing to our organization.

Nachteile

The implementation took time and can be improved. There is not much problem in the solution.

Vorteile

In our organization we use several products from the Zoho suite, so the biggest pro for us was integration. Other features that were notably positive were custom domain mapping, converting tickets to articles in the knowledge base, suggested articles for agents, and of course the robust rules and macros that can be set up for the account to automate as many repetitive tasks as possible.

Nachteile

While most items were pretty intuitive to setup, I do feel that some of the documentation was pretty sparse and sometimes hard to find. Also having to bump up to the highest tier plan just to be able to integrate with all of the Zoho services we utilize was a bit frustrating. I could see not letting free accounts do this, but doubling the cost/agent just to fully integrate with your services that we already pay separately for was pretty disappointing.

Vorteile

The solution is very useful in managing incidents and escalating to teams and their respective members, streamlining quick responses based on knowledge management.

Nachteile

The tool is very useful, however, when managing the indicators, it is very difficult, however, when generating the data in CSV, it is possible to generate the necessary indicators. It's time-consuming work.

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

The flexibility of the configuration of the solution is allowed until a certain level, which is sufficient for the entry-level requirements.

Nachteile

Facing some difficulty about integrating with some pre-existing in-house applications. (ie. inventory system)