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.
Usuario verificado Especialidad: Tecnología y servicios de la información Número de empleados: 2-10 empleados
Con este programa pudimos organizarnos mejor en la atencion a nuestro clientes.
Que no tengan un centro de atención tanto en lo comercial, como en el soporte con habla hispana
Ariel A. Especialidad: Software informático Número de empleados: 2-10 empleados
que hasta ahora funciona y cumple con lo que promete
extrictamente nada, esta muy bueno, aunque la interfas de desk nesecita color
Peter F. Especialidad: Tecnología y servicios de la información Número de empleados: 2-10 empleados
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.
Gerard H. Especialidad: Telecomunicaciones Número de empleados: 2-10 empleados
Have used a trial under a different company test name.
A really excellent product.
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.
Probably too many options available.
A lot of time spent so far just understanding the whole platform
Usuario verificado Especialidad: Servicios financieros Número de empleados: 2-10 empleados
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.