Zoho Desk

Puntos a favor

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.

Puntos en contra

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

Puntos a favor

Affordable, have functions most platform has

Puntos en contra

no app for apple mail or apple desk top. I’d like integration with apple desktop.

Overall, it is a nice platform and provides all the necessary tools to effectively run our customer service team. It helps facilitate our customer service processes and ensures proper designation and channels for customer inquiries. However, ironically, the over simplified UI could hinder our teams efficiency since the layout and 'readily' viewable information could use some improvement.

Puntos a favor

Zoho desk is a great alternative to other helpdesk systems as it provides a huge amount of tools and features such as automatically timing each response time, attaching resolutions, assigning and auto-assigning tickets, and allowing multiple departments to work on a specific ticket if needed. It also provides the ability to make macros and assign tags. Their platform really seems to try and make the whole helpdesk team be as efficient as possible.

Puntos en contra

The biggest issue we have with zohodesk is the UI and settings layout. It is clean and simple. However, we found that looking for a specific option or setting could be very time consuming and difficult to find. Having an overly clean and simple interface also seems to have resulted in limited information being visible. For example, you cannot see the time a ticket or response was received (only the time that has elapsed since it was received). Basically, you have to do math to find out when it was actually received or responded to unless you actually click in and view the details of the ticket itself.

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.

Puntos a favor

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.

Puntos en contra

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?

Puntos a favor

It's perfect for our needs. Easy to use, navigate, and customize.

Puntos en contra

No cons here. The product is wonderful for us.