Zoho Desk


Zoho Desk Logo

 

1611 Bewertungen (4,5/5)
 

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.

Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.

Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers.

The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems. 

 

Zoho Desk - Response time dashboard
 
  • Zoho Desk - Response time dashboard
    Response time dashboard
  • Zoho Desk - Team feed
    Team feed
  • Zoho Desk - Bandwidth monitoring
    Bandwidth monitoring
  • Zoho Desk - Ticket screen
    Ticket screen
  • Zoho Desk - Conversations
    Conversations
  • Zoho Desk - Countdown work mode
    Countdown work mode
Unterstützte Betriebssysteme:
Webbrowser (OS-agnostisch)

1611 Bewertungen über Zoho Desk

 

Peter F. Branche: Informationstechnologie & -dienste Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

23.7.2019

23.7.2019

Quelle der Bewertung: Capterra

Great on its own, OUTSTANDING when synced with Zoho CRM

Übersetzen auf: Deutsch
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Vorteile

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.

Nachteile

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Elizabeth M. Branche: Informationstechnologie & -dienste Anzahl der Mitarbeiter:  Selbstständig Mitarbeiteranzahl:  Selbstständig

27.9.2019

27.9.2019

Quelle der Bewertung: Capterra

Scalable Help Desk

Übersetzen auf: Deutsch
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Zoho Desk is an easy to learn help desk for most sized teams.

Vorteile

Zoho Desk is an easy to use, easily scalable help desk option for teams of many sizes. The interface is intuitive​ and nicely designed. It is affordably priced compared to other options and integrates well with other Zoho products.

Nachteile

With the simplicity of Zoho Desk came a lack of more advanced tools. Otherwise, no complaints.

Denise W. Branche: Essen & Trinken Anzahl der Mitarbeiter:  10.001+ Mitarbeiter Mitarbeiteranzahl:  10.001+ Mitarbeiter

10.6.2020

10.6.2020

Quelle der Bewertung: Capterra

So far it has been a great service

Übersetzen auf: Deutsch
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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.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent Branche: Computer- & Netzwerksicherheit Anzahl der Mitarbeiter:  Selbstständig Mitarbeiteranzahl:  Selbstständig

24.8.2018

24.8.2018

Quelle der Bewertung: Capterra

Everything is in BETA, after you are sold into a purchase...

Übersetzen auf: Deutsch
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Preis-Leistungs-Verhältnis

 

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Kundenbetreuung

I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

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?

Gerard H. Branche: Telekommunikation Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

13.3.2020

13.3.2020

Quelle der Bewertung: Capterra

Zoho Desk for Small Business

Übersetzen auf: Deutsch
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Have used a trial under a different company test name.
A really excellent product.
Still learning.

Vorteile

We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Nachteile

Probably too many options available.
A lot of time spent so far just understanding the whole platform