Zoho Desk Logo Award Winner Product Badge
Zoho Desk Logo Award Winner Product Badge
Zoho

Zoho Desk

8.8 / 10
Category
Zoho Desk
8.8 / 10

What is Zoho Desk?

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

Company Details


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Awards & Recognition

Zoho Desk won the following awards in the Customer Service - Midmarket category

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Zoho Desk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zoho Desk.

89 Likeliness to Recommend

1
Since last award

99 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+93 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zoho Desk?

0% Negative
5% Neutral
95% Positive

Pros

  • Reliable
  • Trustworthy
  • Client Friendly Policies
  • Fair

Feature Ratings

Average 83

Customer Service Workflow Management

86

Customer Community Management

85

Customer Service Knowledge Management

84

Intelligent Search

84

Multi Channel Support

82

Contact Center Integration

82

Analytics and Reporting

82

Customer Self Service Capabilities

81

Mobile Customer Care

78

Vendor Capability Ratings

Average 81

Breadth of Features

95

Availability and Quality of Training

94

Ease of Implementation

93

Ease of IT Administration

93

Quality of Features

93

Ease of Data Integration

92

Vendor Support

92

Usability and Intuitiveness

91

Business Value Created

90

Ease of Customization

90

Product Strategy and Rate of Improvement

90

Zoho Desk Reviews

Jackline C.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Easy to integrate the tool

Likeliness to Recommend

10 / 10

What differentiates Zoho Desk from other similar products?

Zoho Desk is pricey and yet with more features like the live chat, social media integrations, knowledgebase system and a professional customer care team who are responsive to both technical and sales inquiry.

What is your favorite aspect of this product?

I like the tool because it is easy and simple to deploy and implements, it comes with ticket templates that can guide you on how to customize the tool to meet your requirements, I furthermore like the social media integrations which pulls on messages from different social media tools to one dashboard and hence helping me resolve questions faster.

What do you dislike most about this product?

The user interface of the tool needs a lot of improvement and the dark mode setting needs to be adjusted at the top bar for easy accessibility

What recommendations would you give to someone considering this product?

I would recommend the tool because it is easy to use and does not cost a lot of money like other ticketing and knowledgebase tool

Pros

  • Reliable
  • Inspires Innovation
  • Fair
  • Altruistic

Kashana S.

  • Role: Operations
  • Industry: Retail
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Zoho is a user-friendly and super helpful tool.

Likeliness to Recommend

8 / 10

What differentiates Zoho Desk from other similar products?

Zoho Desk integrates with a variety of other business tools, making it easy for me to centralize all customer data. The analytics function also provides analytical reports on team performance and customer happiness, which allow me to make better choices about how to improve our support services. Overall, I’m amazed by Zoho Desk’s capabilities and efficiency. It has significantly enhanced my customer care process, resulting in more productivity and overall happiness for both my team and consumers.

What is your favorite aspect of this product?

I enjoy Zoho Desk because it is a comprehensive and accessible help desk software. The design is sleek and basic to use, allowing me to manage all customer queries and tickets in one area. I appreciate the automated options, which save time and improve the assistance process. Another feature I like about Zoho Desk is its customized workflows and ticket escalation procedures. This enables me to tailor the support experience for my customers based on their needs.

What do you dislike most about this product?

Zoho Desk may require some adjustment for new users. The platform has a vast range of capabilities, and it may take some time for users to become fully adept at navigating and utilizing all components of the system.

What recommendations would you give to someone considering this product?

I adore Zoho Desk for its highly user-friendly interface and powerful ticketing system. It’s wonderful how well it combines with other Zoho products and third-party tools, making my workflow more fluid and efficient. The customization capabilities are a game changer, allowing me to design the service to our exact specifications. Plus, the automated tools save us a lot of time. Highly recommended!

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Stephanie W.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Zoho simplifies support management

Likeliness to Recommend

8 / 10

What differentiates Zoho Desk from other similar products?

Zoho Desk consolidates all our messages into a single location and, using predefined criteria, directs 95% of them to the right group or individual. There has also been notable improvement for our engineering staff.

What is your favorite aspect of this product?

Without distributing system credentials to numerous individuals or groups, it allows numerous users to manage different types of requests. Alternatively, we can provide them with HelpDesk credentials so that everything is stored centrally.

What do you dislike most about this product?

Zoho Desk is a feature-rich tool, but it can be difficult to navigate the options to achieve precisely what I need when creating processes for our product. That's the only complaint I have about using it.

What recommendations would you give to someone considering this product?

Instead of relying solely on back-and-forth email correspondence, Zoho now manages customer communications in a more professional manner. The result is an improved customer experience that is easier for agents to manage.

Pros

  • Continually Improving Product
  • Reliable
  • Unique Features
  • Over Delivered

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