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Über Zoho Desk

Setze den Kundendienst in den Mittelpunkt deines Unternehmens. Mache Agenten produktiver, Manager wirkungsstärker und gib Kunden mehr Entscheidungsbefugnis.

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 2’141 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (2’141)

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 2 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 letztes Jahr

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 7 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.

Ana
Ana
Security Architecture Discipline leader in Spanien
Verifizierter Nutzer auf LinkedIn
Bankwesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

4.0 vor 2 Jahren

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.

Allan
Head of Information Security in Australien
Bildungsmanagement, 201–500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

A great start to a ticketing system

5.0 vor 2 Wochen Neu

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

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 letztes Jahr

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.

Buse
Buse
IT Manager in Türkei
Verifizierter Nutzer auf LinkedIn
Unterhaltungselektronik, 10’000+ Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

A lot better compared to similar tools in many aspects

5.0 vor 4 Monaten

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.

Enrico
Customer Service Manager in USA
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

My Experience With Zoho Desk

5.0 vor 3 Wochen Neu

Vorteile:

I like the knowledge management features It comes with amazing help desk support features

Nachteile:

Zoho Desk has been great and no issues yet.

Armando
Client Success Manager in Mexiko
Anwaltskanzlei, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

My experience with Desk

5.0 vor 2 Wochen Neu

Vorteile:

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Nachteile:

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.

Murat
CEO in USA
Medizinische Geräte, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Highly recommended

4.0 vor 4 Wochen Neu

Kommentare: It is useful. Serves it purpose welll. Great suppport from Zoho.

Vorteile:

Full featured support and ticketing system for excellent price.

Nachteile:

Like many Zoho products, they are stand alone and integration between Other ZOHo products and Desk is not ideal.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Gesundheit, Wellness & Fitness, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung
Quelle: GetApp

Zoho Desk is pretty Good

5.0 vor 2 Wochen Neu

Kommentare: Very good to use and easy to maanage, reports have to be better structured.

Vorteile:

Easy to use and comfortable user interface.

Nachteile:

Limited in free version and i needed to test its features.

Alexander
Project Manager in USA
Anwaltskanzlei, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Overall, a solid ticket management and blueprint system

4.0 vor 2 Wochen Neu

Vorteile:

Admin system is solid, but not the easiest to learn. Great features once you get it

Nachteile:

Difficult permissions management and it takes a long time to get off the ground with understanding how to customize

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 letztes Jahr

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.

Nitin
Nitin
Senior Graphics Designer in Indien
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Very friendly user interface and easy to integrate

4.0 vor 2 Jahren

Kommentare: Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.

Vorteile:

We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app. Startups who are trying to manage a team of customer support can go for free version and get a hand on it.

Nachteile:

Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.

Peter
Peter
Co-Owner in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Great on its own, OUTSTANDING when synced with Zoho CRM

5.0 vor 5 Jahren

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Rechtsberatung, Selbstständig
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

My office manager my secretary and my bodyguard

5.0 letztes Jahr

Kommentare: I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it

Vorteile:

I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend

Nachteile:

No list with Zoho is the 99% secure and privacy service provide

Alejandro Enrique
Alejandro Enrique
Helpdesk Operations Supervisor in Kolumbien
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

4.0 vor 9 Monaten

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.

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.

Amira
Site Architect in Jordanien
Bau, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

5.0 vor 2 Jahren

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.

Divaldo
Divaldo
CEO in Portugal
Verifizierter Nutzer auf LinkedIn
Verbraucherdienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

One of the best Help desk solution

5.0 vor 4 Monaten

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.

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

Matthew
Matthew
Director Of Marketing And Advertising in USA
Verifizierter Nutzer auf LinkedIn
Internet, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Full-Featured Business Software

5.0 vor 7 Monaten

Kommentare: By delivering a plethora of applications in one convenient package, Zoho One helps organizations with a wide range of issues. The technologies work together seamlessly, eliminating the need to jump between applications to complete a single task. This helps organizations save a ton of money and effort, which they can use into expansion rather than managing various software systems. Furthermore, teams are able to collaborate and produce superior outcomes because to the well-integrated and user-friendly tools available across all platforms. This facilitates effective communication and collaboration among geographically dispersed teams.

Vorteile:

With Zoho One, organizations get access to a suite of useful tools in a unified interface. All of the functions may be accessed and used without having to switch between applications, thanks to the excellent integration between the various tools. Teams may better coordinate their efforts and produce higher quality work thanks to the intuitive and well-integrated software.

Nachteile:

Although Zoho One provides access to a wide variety of applications, it is not without drawbacks. These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in comparison to free or low-cost alternatives.

Neha
Tax Consultant in Indien
Verifizierter Nutzer auf LinkedIn
Unternehmensberatung, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

Excellent CRM software with clean interface

4.0 vor 6 Jahren

Vorteile:

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Nachteile:

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Jeff
VP in USA
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

do not recommend

1.0 letztes Jahr

Kommentare: As I mentioned in cons, support is horrible and they need to focus on getting current modules working without bugs rather then what additional modules they can create to charge people for. I be happy when our company finally pulls the trigger and goes with another vendor.

Vorteile:

Pros-It does work with Zoho CRM and logs tickets in CRM

Nachteile:

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.