Zoho Desk Erfahrungen

Wir sind soweit zufrieden testen gerade

Kommentare: Wir sind soweit sehr zufrieden und für unsere Zwecke ist das eine sehr gute Software

Vorteile:

Dass man viele Möglichkeiten hat und sich relativ schnell in die Software einfindet

Nachteile:

Die Stimme der anrufaufzeichnung klingt meist etwas Roboter mäßig aber nicht schlimm

My Zoho Desk Review

Kommentare: I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Vorteile:

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Nachteile:

I understand that it can be a bit uphill for a small team of 3 technicians and an administrator financially! I would give at least two technicians for free

Zoho maintains automated tickets that are easy to attend to

Kommentare: Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.

Vorteile:

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

Nachteile:

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

Zoho Desk isn't a favourite option of mine, but it works.

Kommentare: Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it.

Vorteile:

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Nachteile:

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

In Betracht gezogene Alternativen: Freshdesk, HubSpot CRM und Zendesk Suite

Gründe für den Wechsel zu Zoho Desk: I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

Offers multiple options to help customers get their issues resolved quickly

Kommentare: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Vorteile:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Nachteile:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Zoho Desk: easy to use, customizable, and evolving service desk suite

Kommentare: We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.

Vorteile:

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

Nachteile:

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

In Betracht gezogene Alternativen: Zendesk Suite

Warum Zoho Desk gewählt wurde: We are creating the first in-house service solution for the company. Having a managed solution to handle requests that other team members can monitor and resolve is much better than trying to handle email support requests that sit in an inbox with many other unrelated emails.

Zuvor genutzte Software: Freshdesk

Gründe für den Wechsel zu Zoho Desk: We are a growing company and we need to track our issues not only by the customer but also by specific serial number. We had a very rudimentary system to do this, but our size is pushing us to modernize to stay on top of everything. This system should help us.

Keep your customers happy

Kommentare: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Vorteile:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Nachteile:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Creates an organized and collaborative teams for easy ticket resolution

Kommentare: Experience an automated support, self-service management and professional customization.

Vorteile:

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Nachteile:

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

A great start to a ticketing system

Kommentare: It is a good experience for the price point.

Vorteile:

It's very simple to use and has heaps of powerful features

Nachteile:

There are missing "complex workflows" that would make our teams life easier

Zoho Desk Best Customer Support

Kommentare: Great support solution for tickets and addressing customer needs

Vorteile:

Easy features and smooth access to shortcut

Nachteile:

Log in process is cumbersome and not intuitive

Zoho Desk excellent plataform for Customer Service

Kommentare: A plataform full of features, many ways to comunicate with, good support

Vorteile:

It's a very intuitive plataform, the way you can manage the tickets

Nachteile:

Maybe a little overwhelming the application

One of the best investments for our organization

Kommentare: Great - and their customer service is great as well.

Vorteile:

We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB) + KB easily integrates into tickets + Tickets can be handled by multiple departments and permissions can be restricted to those departments + Single Sign On (SSO) integration for customers + A robust API + ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB + A good mobile app (I personally use it on the iPhone) + Customizable reporting ~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now We look forward to additional releases

Nachteile:

It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.

In Betracht gezogene Alternativen: Jira

Warum Zoho Desk gewählt wurde: It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Gründe für den Wechsel zu Zoho Desk: We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.

The best Ticket dealing with stage that is a business fundamental device"

Kommentare: Many highlights and various ways of communicating with potential client base. As a web engineer, coordinating it into my site was shockingly simple and smooth. We see a ton of potential for smoothing out our deals cycle decreasing information section errands while having the option to arrive at additional clients consistently, without the requirement for a meddlesome contact structure and call that a ton of the more youthful customers are staying away from in these business sectors.

Vorteile:

There is no Work area application for Zoho Work area, a vital missing element. The alternate route symbol for Late things might have been set better, perhaps in the top header menu rather than in the footer. The footer menu should be more noticeable, as it is unrecognizable on more modest size screens.

Nachteile:

The easy to use android and IOS applications are one of the most outstanding elements of Zoho Work area, which I like the most. Different highlights which I likewise respect are-It furnishes a basic gadget code with a couple of snaps once you choose to coordinate it with your site or application; you can undoubtedly follow your tickets in general and specialists from the dashboard interface; you can embed labels with each pass to bunch them into explicit classifications for examination and investigating.

In Betracht gezogene Alternativen: Bitrix24

Gründe für den Wechsel zu Zoho Desk: We were at that point involving Zoho for their salesIQ so we know its a strong stage. I was dazzled with the combination to our exisiting frameworks ( I have right now sent it on a test site, hoping to go live presently)The tagging framework is fantastic and permits a decent level of customisation. There is additionally less time engaged with going live rather than similar frameworks presented by Engagebay or utilizing power computerize on Office.The CRM abilities are the ideal good to beat all for us, yet we haven't utilized this capability a lot as of now.The folks additionally have great instructional exercises accessible, which responded to a large portion of my inquiries, so I have not needed to connect with help (yet).

A Good ITSM tool - Zoho Desk

Kommentare: It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.

Vorteile:

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Nachteile:

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

In Betracht gezogene Alternativen: GLPi und JIRA Service Management

Gründe für den Wechsel zu Zoho Desk: Its having good UI and also customizable as per your requirement to an great extent.

Zoho Service desk

Kommentare: Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.

Vorteile:

I like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.

Nachteile:

Complicated to setup and training is required.

In Betracht gezogene Alternativen: WHMCS und Freshdesk

Gründe für den Wechsel zu Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.

Helpdesk internal ticketing system - life changing!

Kommentare: Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk!

Vorteile:

We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!

Nachteile:

My only complaint about the software is that it is kind of difficult to set up initially.

In Betracht gezogene Alternativen: Salesforce Sales Cloud

Warum Zoho Desk gewählt wurde: SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.

Zuvor genutzte Software: SysAid

Gründe für den Wechsel zu Zoho Desk: The cost was much higher with Salesforce and was also not nearly as robust.

With Zoho Desk, your organization offers the best omnichannel customer service.

Kommentare: The Technical Support team of a technology company is perhaps the part of the organization that is more in contact with end users, from here start all the requirements, fault reports and claims for the same provision of services, having a tool that allows direct contact with users by providing the means to approach our organization leaves very high quality of service and satisfaction of the same customers, Zoho Desk with the quality and multiplicity of functions allows both our team and the same customers to have a pleasant experience with the Technical Support group and incidentally with the organization which is left with an excellent impression to customers.

Vorteile:

As a member of the Technical Support group I can say that we are facing one of the most complete tools and that facilitates our work with customers, allows automatically creating tickets for the different incidents that users present and thanks to the predefined rules of assignment to each role these tickets are assigned to each member of the different groups that make up technical support; We can as administrators create profiles and assign or remove members in a simple way; analyze the management times of the tickets which is a point of vital importance due to the different types of customers because it affects the service level agreement, real-time notifications to users of the tickets created and the evolution of the same, finally the integration with CRM allowing you to view customer data for future contacts.

Nachteile:

Having a tool that allows us to be in contact with our customers regardless of the communication channel (chat, telephone, social networks, etc.) is to strengthen the commercial and social relationship between the two, Zoho Desk has fully met the expectations of a tool to create customer requests and for those cases where we have had some difficulty the technical support has intervened promptly, so far nothing negative I can say about the tool.

A lot better compared to similar tools in many aspects

Kommentare: Zoho Desk is a pretty nice tool because it lets us bring all our customer service stuff together in one place. We can handle support tickets, calls, emails, and even social media messages right in Zoho Desk. It's got a bunch of handy features and tools that help us run support smoothly. We can check out how we're doing with analytics, automate boring tasks, and set up our own custom workflows. Long story short, Zoho Desk has made our customers happier, improved our relationships with them, and kicked our customer support game up a notch.

Vorteile:

Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers.

Nachteile:

It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial.

An ideal tool to achieve the best tracking and interaction with customer requests

Kommentare: Zoho Desk has enabled us to interact in an innovative way with customers and increased the cooperation of team members to ensure that all open tickets are closed and all inquiries are answered in the specified times and without delay, which raised the level of satisfaction of our customers with the rapid response to them.

Vorteile:

I appreciate the ease of use and ease of setting up operations in Zoho Desk, as it makes everything go smoothly and the staff can also be in harmony with each other when performing jobs. I love the design of the customer portal, where you find all the information, as well as requests and pending tasks, as well as the dates required to be completed with it. I also love the communication channels that Zoho Desk provides, which keeps the work team connected at all times and under all circumstances. I also like the capabilities that Zoho Desk provides, which also enables customers to easily know the status of their orders, which enhances customer confidence in the organization in general.

Nachteile:

It is not a lot of negative or complicated matters, as it is easy to enable all members of the work team to use it optimally. I really appreciate the very helpful support provided by the Zoho Desk team as well as their regular email guides, which have been instrumental in simplifying things and making the best use of the system.

powerful and efficient customer service

Kommentare: Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication is impressive. Efficiency and communication management is improved with this platform.

Vorteile:

I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.

Nachteile:

At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.

One of the best Help desk solution

Vorteile:

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Nachteile:

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Zoho Desk makes your customers covered 24/7

Vorteile:

The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and Zoho Desk is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products

Nachteile:

I have had the best 2 years of use. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off

Provides the customer with a dynamic and personalized service

Kommentare: This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process.

Vorteile:

It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.

Nachteile:

When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.

Lots of Features, Solid Performance

Kommentare: Overall experience is positive but not perfect. I would recommend Zoho as a serious option for most mid size organizations. Their support is hit and miss, just depends on who you get but they are continuously releasing new versions and have an active support line.

Vorteile:

Our company has been using Zoho for numerous products including this one for the better part of 7 years. Overall we are quite happy with it and the feature set is very large, almost too large at times. It can truly be configured to accommodate a number of business processes. The amount of customization is really endless as well.

Nachteile:

The UI has always been a bit clunky for me. It's something that you can get used to quickly but I feel like it could be better. They are continuously trying to improve it but it still lacking other comparable options in the industry. Also, depending on the scope and size of you IT Support team it can be too much in terms of options and functions whereby a team ends up only using about 10-20% of the actually capabilities of the system.

The Best Customer Service Software, Zoho Desk

Kommentare: My experience everytime is a good one. I love it all over again when I use Zoho Desk every day of the week

Vorteile:

Zoho Desk creates a timely communication channel where without delays communication is sent to the right people, this has helped my business get more clients as they are happy they dont have to wait for long to get any help they may require. Its customizable. Zoho Desk is cloud based which is very strong and I have never experienced any challenge with data issue. Its inexpensive comparing to other funtionless softwares. Easy to generate customer ticketing. It has a live chat feature which is really helpful to sort customers queries in real time. Zoho Desk integrates seamlessly with other Zoho products. Its pretty easy to asign tasks to agents. Its easy to see all tickets statuses.

Nachteile:

No drawbacks. I like the entire funtionality and It can only get better and I’m here for all that. I reccomend it to all that wants to take Customer service to a whole new level