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Über Zoho Desk

Zoho Desk ist eine effektive Issue-Tracking-Software, die Prozessautomatisierung und fehlerfreie Nachverfolgung gewährleistet und den Kundenservice vereinfacht.

Erfahre mehr über Zoho Desk

Vorteile:

The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.

Nachteile:

No alerts to end user when the ticket is passed from one agent to the next.

Bewertungen zu Zoho Desk

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.4
Kundenservice
4.3
Funktionen
4.5
Preis-Leistungs-Verhältnis
4.5

Weiterempfehlungsquote

8.5/10

Zoho Desk hat eine Gesamtbewertung von 4.5 von 5 Sternen basierend auf 2’155 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (2’155)

Derek
Derek
CEO
Verifizierter Nutzer auf LinkedIn
Non-Profit-Organisation Management, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

A great tool for managing your brand and supporting customers

3.0 vor 3 Jahren
Untertitel auf Deutsch sind im Videoplayer verfügbar
Töffel
Gastronomin in Deutschland
Verifizierter Nutzer auf LinkedIn
Gastgewerbe, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Wir sind soweit zufrieden testen gerade

5.0 vor 2 Jahren

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

Saskia
Saskia
Senior Director Sales Marketing in USA
Verifizierter Nutzer auf LinkedIn
Restaurants, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Excellent solution that meets all of our requirements.

5.0 vor 11 Monaten

Kommentare: Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more and more requests. I've been using Zoho Desk for quite some time now, and it's been invaluable for streamlining my operations and those of my customer service staff.

Vorteile:

As a ticketing and customer service platform, Zoho Desk comes highly recommended from me. Because of how simple and straightforward it is to use, my staff has had no trouble adapting it for handling client concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to other Zoho products. We also like how quickly and effectively the customer service team responds to our inquiries and resolves any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures.

Nachteile:

Although the program provides a great return on investment, the upfront fees might be prohibitive, especially for startups. One other thing that may be improved with Zoho Desk is the reporting capabilities. I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate.

Peter
Consultant in Dänemark
Erneuerbare Energien & Umwelt, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Offers multiple options to help customers get their issues resolved quickly

5.0 vor 3 Wochen Neu

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.

Matt
Owner in UK
Computer-Software, Selbstständig
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

3.0 vor 2 Jahren

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.

Liam
CMO in UK
Software für die Automobilindustrie, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Keep your customers happy

5.0 letzten Monat Neu

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).

Christian
Christian
Human Resources Manager in USA
Verifizierter Nutzer auf LinkedIn
Gesundheit, Wellness & Fitness, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

A fantastic tool for answering customer queries

4.0 vor 9 Monaten

Kommentare: Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.

Vorteile:

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Nachteile:

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.

Emily
Emily
Human Resources Specialist in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

For managing tickets and tasks, Zoho Desk provides all I need

4.0 vor 10 Monaten

Kommentare: Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through.

Vorteile:

Setup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable.

Nachteile:

Zoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Transport/Güterfrachtverkehr/Schienenverkehr, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung
Quelle: GetApp

Zoho Desk Best Customer Support

5.0 letzten Monat Neu

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

Andrei
Branch Manager in UK
Buchhaltung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Pleased with Zoho Desk

5.0 letzten Monat Neu

Kommentare: Overall Zoho Desk is a great app in managing customers issues. Really helped the company with customers issues.

Vorteile:

Setting up the app was very easy an fast. It has a clean UI and everybody had no trouble learning how to use it. Is really fast, having 3000+ customers is not easy, every 5 minutes one needs support and Zoho Desk really make the support team a easy job.

Nachteile:

There are some very small things but does not worth mentioning because they are far from a deal breaker. Other will not even notice them.

🪃 Isaac
🪃 Isaac
CPO in Frankreich
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

Streamlining Customer Service with Zoho Desk

4.0 vor 2 Monaten Neu

Vorteile:

I was highly impressed with Zoho Desk's intuitive interface and comprehensive feature set. The platform is exceptionally user-friendly, making it easy for our team to manage tickets efficiently. One of the standout features is its automation capabilities, which significantly reduce the manual workload by routing tickets based on predefined rules. This has led to a faster response time and increased customer satisfaction. Additionally, the integration with other Zoho products and third-party tools is seamless, providing a unified approach to our customer service processes.

Nachteile:

While Zoho Desk offers many advantages, one area that could see improvement is its mobile app. The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version. This can be a drawback for teams that rely heavily on mobile access to provide timely customer support. Enhancing the mobile experience would make Zoho Desk even more robust for on-the-go users.

Alexandru
Inside Sales Support in Rumänien
internationale Angelegenheiten, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Simple view and works great!

5.0 vor 2 Monaten Neu

Vorteile:

The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime.

Nachteile:

The customization of the ticket layouts and of the reporting could be improved.

Umang
Sr Director Data and Systems in USA
Non-Profit-Organisation Management, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

One of the best investments for our organization

5.0 vor 4 Jahren

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.

Shivam
Executive in Indien
Personalbeschaffung & -besetzung, Selbstständig
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

4.0 vor 2 Jahren

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.

Dan
IT Manager in UK
Erneuerbare Energien & Umwelt, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Shines above other products we had

5.0 letztes Jahr

Kommentare: An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.

Vorteile:

It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.

Nachteile:

The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.

Warren
General Manager in UK
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zoho - One of the best ticket systems around

4.0 letztes Jahr

Kommentare: The initial setup was quick and easy, and since then it has been very smooth. The team enjoy using the software, the customers are feeling the benefit of the reliable ticket features.

Vorteile:

The best bit about the software is that my team enjoy using it. It's user friendly, and visually appealing. The setup was also very pain free. Couple hours and we were ready to go.

Nachteile:

We miss the FAQ's section of our previous helpdesk supplier. This is so handy and is really something that needs adding to Zoho.

Gerardo
Product Manager in Mexiko
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Very easy of use and immediately documentations.

4.0 letztes Jahr

Kommentare: We are happy because we also use Zoho CRM and then we have all the end users' info in one place. We can check all the tracking since the lead born and how we attended each customer, including help desk ticketing.

Vorteile:

The replies that we receive from the end users are immediately registered on the tickets without need of wait a couple minutes or press F5 to update the page.

Nachteile:

The conversations navigation. You have to scroll down to check the previous documentations and it gets some difficult to do because there are other help desk brands that allows you to change from one description to another by clicking on a button without need of scroll down.

Beatriz
CUSTOMER SUPPORT SPECIALIST in USA
Verifizierter Nutzer auf LinkedIn
Transport/Güterfrachtverkehr/Schienenverkehr, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Zoho desk is a go!

4.0 vor 12 Monaten

Vorteile:

Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.

Nachteile:

The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.

Cherry
Customer Success Manager in Philippinen
Essen & Trinken, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Zoho Desk Is Best so Far

5.0 letztes Jahr

Kommentare: Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most importantly, it is user friendly and you do not need special training to be able to set it up, thay have it all in their help page.Zoho also is not sensitive to IP addresses, it is accessible everywhere and is very helpful to companies that employ remote workers.

Vorteile:

For more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later.

Nachteile:

There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me.

Julio
Julio
General Manager in USA
Verifizierter Nutzer auf LinkedIn
Personalbeschaffung & -besetzung, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Everything runs on Zoho Desk

5.0 letztes Jahr

Kommentare: The entire company uses Zoho Desk to manage our daily processes and report on our projects. We track our daily records with all the basic modules such as Contacts, Accounts and Transactions. We have customized most of these modules to better reflect our own internal processes, as this is easy to do in Zoho Desk. The built-in reporting features allow us to easily customize reports the way we want, giving us excellent business insights.

Vorteile:

The reporting feature is very good. Similarly, the ability to create custom "views" in our module log gave us greater insight into key data stored in Zoho Desk. Integration with other Zoho applications is critical for us, and Zoho Desk acts as a hub for project tracking, communication and task tracking for our team. Most, if not all other Zoho applications are natively integrated with Zoho Desk. Zoho Desk is highly customizable. Zoho Desk is a must-have for anyone using the rest of the Zoho Desk platform. In addition, it acts as a tightly integrated hub with other Zoho applications. Making it the only Zoho application where our project users can log in to check emails, tasks, deal status, etc. on a daily basis. As administrators, it is critical that we optimize the way we configure Zoho Desk to provide the most useful information to our users while requiring the least amount of data entry from them.

Nachteile:

Honestly, I can't say anything negative about Zoho Desk. One last thing to add is that Zoho Desk has so many features that it is difficult to configure each one to optimize our team's success. It is important to use the features that best reflect our company's internal processes. Integrate with Zoho Social or other social networking tools. This may be due to my lack of effort to make better use of this existing functionality. I would say some UI improvements, although this feature works with the upcoming canvas generator.

Brandon
Cyber Security Specialist in USA
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Efficient customer support management

5.0 vor 8 Monaten

Kommentare: Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers.

Vorteile:

I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.

Nachteile:

At times, it can be a bit limited in terms of fully accommodating our specific security needs.

Vinodh Kumar
Software Engineer in Indien
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A quick support and quick acknowledgement

5.0 letztes Jahr

Vorteile:

Task management and ticket tracking and remote control, chat.

Nachteile:

Less reports and task segregation, UI design

Palash
Customer Success Head in Indien
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Very user-friendly support desk

5.0 vor 2 Jahren

Kommentare: Overall its a very good software in terms of usability. Happy with this.

Vorteile:

User friendly Easy to setup Handles almost all requirements Knowledge base functionality is also good Good Automation

Nachteile:

- Searchability of tickets is an issue. Search with ticket number and many other parameters does not work properly - Zoho changes it pricing/ features in certain tier to make us shift in pricing tiers. The features once subscribed should not be changed for old users. - Once started, switching this software is not possible because of so many support articles added in knowledge base

Oliver
Oliver
Network Administrator in USA
Verifizierter Nutzer auf LinkedIn
Unternehmensberatung, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Easily deployable software that relates closely with our customers management needs.

5.0 vor 9 Monaten

Kommentare: User-friendly and reliable software. My experience so far is great and I would recommend it.

Vorteile:

A lot has been said about Zoho Desk but my experience is outstandingly genuine and worth sharing. Zoho gives live performance which is a big achievement for us. We are able to keep track of customers needs and satisfaction in real time. Adjustment is therefore effected immediately where need be. Apart from real time engagement, Zoho is quite affordable. With the much Zoho helps in achieving, it is worth our money and time over and over again. Other benefits of using Zoho Desk are, ease of customization, integration and implementation. Zoho is the real deal.

Nachteile:

For the longest time I have used Zoho Desk, I have no complaints. Neither do anyone in my team. I only feel the greatness of it.

Joel
IT Specialist in USA
Immobilien, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Basic but functional

4.0 vor 6 Jahren

Kommentare: Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Vorteile:

Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Nachteile:

Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Ngong
Lanzydesigns in Kamerun
Grafikdesign, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Best data management tools i have come across

5.0 letztes Jahr

Kommentare: excellent.I recently had the pleasure of using Zoho Desk, the customer service and helpdesk software. I found that the software was very intuitive and easy to use, with a well laid out dashboard that made navigation effortless. The various features, like ticketing system, knowledge base and customer self-service portal make managing customer data simpler. Furthermore, I found that I could customize the software easily, setting up automated workflows and add-ons to better suit my specific needs.

Vorteile:

Some advantages of using Zoho Desk consist of intuitive navigation, a powerful search function, a vary of useful features, and complete customer support. Additionally, it offers robust integration support and scalability.

Nachteile:

A drawback of using Zoho Desk is that its customization choices can be limited, the assist machine is no longer ideal, and the price can be too much for small businesses.