Over Zoho Desk
Stel klantenservice centraal in uw bedrijf. Maak klanten tevredener, agenten zelfstandiger en uw bedrijf gezonder.
The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.
No alerts to end user when the ticket is passed from one agent to the next.
Reviews filteren (2.003)
Reviews filteren (2.003)
A great tool for managing your brand and supporting customers
A Robust Help Desk Solution
Opmerkingen: Zoho Desk can be used by companies of all sizes to provide a comprehensive and efficient help desk solution. It can be used to create tickets and manage customer requests, store and share knowledge, set up automated workflows, generate reports, and more.
> 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.
> The user interface can be a bit confusing for first-time users.
Boost Your Customer Satisfaction Levels with Zoho Desk
Opmerkingen: We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service.
The unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates.
Although Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool.
Overwogen alternatieven: Freshdesk en Zendesk Suite
Redenen om over te stappen op Zoho Desk: Zoho Desk has several advantages over its competitors in the help desk software market. Firstly, Zoho Desk seamlessly integrates with other Zoho products, such as Zoho CRM, Zoho SalesIQ, and Zoho Projects. This makes it easier for businesses to have a comprehensive solution that streamlines their sales, marketing, and support operations.Another advantage of Zoho Desk is its affordable pricing. Zoho Desk offers a range of pricing plans that are affordable and scalable for businesses of all sizes. In fact, its pricing is often more competitive than other help desk software solutions in the market, making it an excellent value for businesses looking to streamline their customer support operations.
Zoho Desk isn't a favourite option of mine, but it works.
Opmerkingen: Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it.
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.
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.
Overwogen alternatieven: Freshdesk, HubSpot CRM en Zendesk Suite
Redenen om over te stappen op 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.
The best Ticket dealing with stage that is a business fundamental device"
Opmerkingen: Many highlights and various ways of communicating with potential client base. As a web engineer, coordinating it into my site was shockingly simple and smooth. We see a ton of potential for smoothing out our deals cycle decreasing information section errands while having the option to arrive at additional clients consistently, without the requirement for a meddlesome contact structure and call that a ton of the more youthful customers are staying away from in these business sectors.
There is no Work area application for Zoho Work area, a vital missing element. The alternate route symbol for Late things might have been set better, perhaps in the top header menu rather than in the footer. The footer menu should be more noticeable, as it is unrecognizable on more modest size screens.
The easy to use android and IOS applications are one of the most outstanding elements of Zoho Work area, which I like the most. Different highlights which I likewise respect are-It furnishes a basic gadget code with a couple of snaps once you choose to coordinate it with your site or application; you can undoubtedly follow your tickets in general and specialists from the dashboard interface; you can embed labels with each pass to bunch them into explicit classifications for examination and investigating.
Overwogen alternatieven: Bitrix24
Redenen om over te stappen op Zoho Desk: We were at that point involving Zoho for their salesIQ so we know its a strong stage. I was dazzled with the combination to our exisiting frameworks ( I have right now sent it on a test site, hoping to go live presently)The tagging framework is fantastic and permits a decent level of customisation. There is additionally less time engaged with going live rather than similar frameworks presented by Engagebay or utilizing power computerize on Office.The CRM abilities are the ideal good to beat all for us, yet we haven't utilized this capability a lot as of now.The folks additionally have great instructional exercises accessible, which responded to a large portion of my inquiries, so I have not needed to connect with help (yet).
A Good ITSM tool - Zoho Desk
Opmerkingen: It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.
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.
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.
Overwogen alternatieven: JIRA Service Management
Redenen om over te stappen op Zoho Desk: Its having good UI and also customizable as per your requirement to an great extent.
Zoho for Customer management
Opmerkingen: Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT department for resolving ticketing of internal employees.
Software is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.
Desktop application is not available and to get started with zoho desk need lot of modification in the computer system.
Overwogen alternatieven: Zendesk Suite
Redenen om voor Zoho Desk te kiezen: Zoho desk has multiple options and low cost of operation and aslo handles lot of tickets.
Overgestapt van: Freshdesk en Zendesk Suite
Revolutionize Your Customer Support with Zoho Desk - A Game Changer in Help Desk Software
Opmerkingen: Overall, I highly recommend Zoho Desk to anyone looking for a comprehensive help desk solution. Whether you're a small business or a large enterprise, Zoho Desk has something to offer.
Zoho Desk is a fantastic help desk software that has everything you need to deliver top-notch customer support. It's user-friendly, intuitive and comes packed with a plethora of features that streamline support operations and make life easier for agents and customers alike.
The only downside to Zoho Desk is that it can be a bit overwhelming at first, with so many features to explore. However, once you get the hang of it, it's a breeze to use.
Zoho Desk is your mate when you are in a company
Opmerkingen: The features are great, support is great and value for money is really acceptable.
It is a turn-key solution to monitor your business and share knowledge. Its great.
Facing a bit of a problem with text editing when using Bold option as it is not working.
Opmerkingen: Good product, and price value. It's flexible with all the integrations to scale as we grow.
Support ticketing, integrated telephone, chat, and knowledge base. Also the integration suite options
Not having a direct chat to support. Have to call or use whats app
The one-stop solution for our customer service woes!
Opmerkingen: It has not only assisted us in successfully resolving client inquiries and requests, but it has also supplied us with useful insights and data to enhance our procedures. I would strongly advise any small business wanting to optimise their customer support operations to use Zoho Desk.
Customer satisfaction is at the top of my priority list as a small business owner. My team and I were trying to successfully handle customer queries, requests, and comments using spreadsheets and emails. That's when we came across Zoho Desk. We were able to optimise our customer support operations by utilising its powerful ticketing system, which ensured that each request was monitored and addressed in a timely way. The platform also provided several modification possibilities, allowing to personalise it to specific unique requirements. Another significant advantage is its sophisticated reporting and analytics capability. The platform gives us insights into our customer service performance, allowing us to discover areas for development. You can also measure client satisfaction and make data-driven decisions to improve your customer service practises.
Additional features such as chatbots and AI-powered support might potentially benefit the platform, improving the customer support experience. Furthermore, the site might improve its mobile experience, as accessing all functions on mobile devices can be tough. Finally, the platform's reporting and analytics features could use some more flexibility. We would like to see more flexibility in producing and editing reports, as well as the possibility to export data in various formats.
Overwogen alternatieven: Groove
Zoho Desk, a great tool within the Zoho One platform
Opmerkingen: All issues related with our hardware and software are logged and tracked byt creating tickets. Customers can follow-up tickets themselves, and issues that come back often can be moved to a knowledge base (some kind of FAQ) to lower the support load. It has good features to divide tickets between our products and departments.
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)
It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company
Great on its own, OUTSTANDING when synced with Zoho CRM
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.
Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.
Overwogen alternatieven: Freshdesk en Zendesk Suite
Redenen om over te stappen op Zoho Desk: The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but Zoho Desk came as part of the Zoho One suite. I couldn't be happier with it.
Zoho Service desk
Opmerkingen: Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.
I like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.
Complicated to setup and training is required.
Overwogen alternatieven: WHMCS en Freshdesk
Redenen om over te stappen op Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.
Powerful ticketing system with lots of options.
Opmerkingen: We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.
I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.
Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.
Overwogen alternatieven: HappyFox Help Desk, Freshdesk en SolarWinds Service Desk
Redenen om over te stappen op Zoho Desk: It had more of the features we need and we use other Zoho products so they link together quite easily.
Great value and support
Opmerkingen: Overall a great product, and fantastic value for money when used as part of Zoho One.
Support from Zoho is excellent. We are Zoho One customer, so we also use other Zoho products, hence the native integration is also nice. We also like the Blueprint feature, which is a visual process designer for business process automation.
We are limited to 20 Blueprints, regardless of how many users we have. Sync functionality to Zoho CRM has not been suitable for us, so we built our own sync service.
Overwogen alternatieven: Zendesk Suite
Redenen om over te stappen op Zoho Desk: Zoho One offering, in concert with recommendation from a trusted associate.
Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.
Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!
It helps improve the level and quality of support provided to clients.
Opmerkingen: In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.
Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.
I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.
Excellently constructed with fantastic Automation features
Opmerkingen: We may use Zoho Desk to solve and track concerns brought by our members. This feature emphasises the member experience by allowing them to trace the concerns they raised through the helpdesk environment. Before this technology, our internal communication and customer service channels were a shambles. We now have a centralised ticketing system that produces automatic ticket numbers, and our customers are kept up to speed on our progress through the Resolution and Time Entry choices.
The most useful feature is the helpdesk and chat function, which allows us to engage with our customers in real-time. All of the agents' visibility, ticket status, and ticket submission page are excellent. The Contacts field allows us to add and update customer information, making it a comprehensive system for client management. Unlike some other mobile app solutions, it delivers push alerts when a new ticket is received. Its benefit is that it displays the entire ticket history. At the same time, I can generate requests fast. You may also automate and define rules for many of your chores. Simple to use, and the customer support website allows you to quickly build a FAQ and an article.
One thing I didn't enjoy about the mobile app was that you couldn't turn off alerts for particular sorts of tickets. When merging a request, it throws an error as if it had a timer and does not merge. We aim to give it another shot because, in addition to the fundamental helpdesk responsibilities, it would be a critical component to increasing service efficiency.
Zoho Desk Is Best so Far
Opmerkingen: Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most importantly, it is user friendly and you do not need special training to be able to set it up, thay have it all in their help page.Zoho also is not sensitive to IP addresses, it is accessible everywhere and is very helpful to companies that employ remote workers.
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.
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.
An ideal tool to achieve the best tracking and interaction with customer requests
Opmerkingen: Zoho Desk has enabled us to interact in an innovative way with customers and increased the cooperation of team members to ensure that all open tickets are closed and all inquiries are answered in the specified times and without delay, which raised the level of satisfaction of our customers with the rapid response to them.
I appreciate the ease of use and ease of setting up operations in Zoho Desk, as it makes everything go smoothly and the staff can also be in harmony with each other when performing jobs. I love the design of the customer portal, where you find all the information, as well as requests and pending tasks, as well as the dates required to be completed with it. I also love the communication channels that Zoho Desk provides, which keeps the work team connected at all times and under all circumstances. I also like the capabilities that Zoho Desk provides, which also enables customers to easily know the status of their orders, which enhances customer confidence in the organization in general.
It is not a lot of negative or complicated matters, as it is easy to enable all members of the work team to use it optimally. I really appreciate the very helpful support provided by the Zoho Desk team as well as their regular email guides, which have been instrumental in simplifying things and making the best use of the system.
Lots of Features, Solid Performance
Opmerkingen: Overall experience is positive but not perfect. I would recommend Zoho as a serious option for most mid size organizations. Their support is hit and miss, just depends on who you get but they are continuously releasing new versions and have an active support line.
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.
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.
Easy to use, but not enough features
Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.
There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.
So far it has been a great service
Opmerkingen: We picked Zoho because of the worth and in this manner the indisputable reality that we were at that point familiar with their product arrangement as we utilize their Survey programming too. Things were getting lost or overlooked about and it had been making me insane. Zoho has a great set-up of items and this one isn't any special case! Simple to utilize (the essentials at any rate). What's more, it's very reasonable.
I like the way that it converses with all or any of the rest of our Zoho items. It appears only an apparatus inside the framework. It plays pleasantly and interfaces in just barely like the rest of the items. I in reality simply like the appearance of the product, the format, and the way simple it's to utilize. we've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Most likely such a large number of alternatives accessible. huge amounts of your time spent up to this point simply understanding the whole stage. I'm despite everything perusing the UI yet it feels a touch less cordial than an elective decision I'm assessing.
Great alternative to Zendesk
Opmerkingen: Overall the Zoho Desk platform has been a good move for us. We switched from using Zendesk and have not looked back since. There are tools in Desk that you can import your Zendesk info to aid in migration to make it almost seamless. As with any other tech platform made for larger scales of users, there are some things that are frustrating because that is not how we want to do it. But the system has enough features to be able to work around those frustrations and continue with the process.
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.
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.
Improving Customer Support with Zoho Desk: An In-Depth Review
Opmerkingen: Zoho Desk is generally well-regarded by its users and is considered a cost-effective and user-friendly customer support platform.
Affordable pricing: Zoho Desk is a cost-effective solution for businesses, offering a range of pricing options to fit different budgets.Customizable: Zoho Desk allows users to customize the platform to meet their specific needs, including the option to add custom fields and forms.Integration with other Zoho products: Zoho Desk integrates with other Zoho products, such as Zoho CRM, making it easier for businesses to manage their customer support processes.User-friendly interface: Zoho Desk has a user-friendly interface that is easy to navigate, reducing the learning curve for new users.Comprehensive support: Zoho Desk offers a wide range of support options, including email, live chat, and phone support, making it easy for customers to get help when they need it.
Limited customization options: While Zoho Desk allows some customization, there are limitations on what can be tailored to meet specific needs.Technical issues: Some users have reported technical issues with Zoho Desk, including slow load times and system crashes, which can be frustrating for support teams.Limited international support: While Zoho Desk is available in multiple countries, its support for international customers is limited, which may be a concern for businesses with a global customer support presence.Steep learning curve: Although the interface is user-friendly, there is still a steep learning curve for new users who need to get up to speed on all of the features and functionality of the platform.Lacks some advanced features: While Zoho Desk is a comprehensive support platform, it may lack some of the advanced features offered by other support solutions, such as advanced reporting and analytics.