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Product Information on Zoho Desk
What is Zoho Desk?
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Overall experience with Zoho Desk
“Zoho Desk has multiple customer engagement channels to speed up support services.”
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Company Description
Zoho Corporation is a privately held software company that is focused on delivering solutions to help businesses grow. The company's portfolio of more than 55 products is used by over 100 million people around the world and is designed to cater to varying business requirements such as sales, marketing, support, collaboration, finance, and recruitment. Zoho is concentrated on creating digital tools with a strict adherence to user privacy. It does not rely on an ad-revenue model, even for its free products. The firm's global reach extends from its headquarters in Austin, Texas to international offices in Chennai, India and other worldwide locations.
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Reviewer Insights for: Zoho Desk
Zoho Desk Likes & Dislikes
Zoho Desk has efficient ticket management features which help us to effectively handle all the requests we receive from customers, allowing us to quickly respond and resolve all the issues raised by our customers. Zoho Desk has multiple engagement channels which makes it possible for us to provide support services to our customers in whichever platform they are on. Zoho Desk has great AI conversation analytics which help us to understand the unique needs of each customer, allowing us to provide them with personalized services. Zoho Desk has very impactful process automation features which have helped us to deploy automations to handle routine service delivery tasks like replying to customer requests.
The SDP instance from Zoho Service Desk is our primary means to handle user requests, their issues, and meet user requirements. With the wide range of functionalities and services available on SDP, Zoho has allowed us to efficiently manage our enterprise operations related to user assets and their management. Additionally, we have been getting timely webinars from the SDP and ManageEngine teams that demonstrate any new features or functionality they launch. Our experience with their teams has been really fruitful so far and it has helped us keep up with the market standards and emerging technologies.
Intuitive User Interface. A Comprehensive Set of Features. Zoho Customer Support
Our experience with Zoho Desk has been prolific and there has not been even a single time that we have hated anything about it.
One thing we would like them to change or improve would be their chatbot interface. We have been working to configure their ZIA chatbot feature and that has been quite challenging for us. The documentation available for setting up this instance didn't help and is insufficient for us. We have tried seeking help from their support but even they could not help us figure that out. They share the same set of documents we have been referring to so far.
The advanced reporting features appear to be less intuitive and likewise, the mobile app could benefit from a more intuitive interface to match the desktop experience. Integration with non-Zoho products could be improved.
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Zoho Desk Reviews and Ratings
- Software Development Project Manager50M-1B USDSoftwareReview Source
Zoho Desk has multiple customer engagement channels to speed up support services.
We are working with Zoho Desk to facilitate our customer support services and our experience with it has been a great success. Zoho Desk provides us with a fantastic platform for interacting with our customers which helps us to deliver our IT support services with ease. We have had an easy time working with Zoho Desk to handle our customer support operations which has enabled us to keep our customers satisfied by offering them professional and easy to access services. Zoho Desk has a reliable AI assistant function that has helped us to tap into the capabilities of AI in customer support, allowing us to improve the quality of IT support services we provide to our customers. - Desktop Support Technician I50M-1B USDSoftwareReview Source
A Comprehensive User Management Premise
We primarily use Zoho for Service Desk Plus, and their user management tools and services. It's been 5 years I am using their tools and services on our premise and so far, the experience has been good. With integration to ManageEngine, Zoho Desk is our one-stop solution for managing all our user assets, their surveillance and optimization. - Intranet Administrator<50M USDReal EstateReview Source
Positive Zoho Desk Evaluation
I've been evaluating Zoho Desk for our customer support needs and so far the experience has been promising. With Zoho CRM, Forms and Campaigns already in place and being used, Zoho Desk appears to be much the same in offering a flexible and intuitive user interface alongside a comprehensive set of features. - Manager, Customer Service and Support<50M USDSoftwareReview Source
Positive points in flexibility, while video class lack greater depth
Intuitive and practical tools for configuration and deployment. - Chief Executive Officer<50M USDServices (non-Government)Review Source
Zoho Desk for the win.
So far its been a great solution on our service ticket solution.