Sobre Zoho Desk

Pon la atención al cliente en el corazón de tu empresa. Los agentes se vuelven más productivos, los gerentes se vuelven más impactantes y los clientes adquieren más poder.

Descubre más sobre Zoho Desk

Puntos a favor:

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

Puntos en contra:

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

Valoraciones de Zoho Desk

Evaluación media

Facilidad de uso
4,4
Atención al cliente
4,3
Funciones
4,5
Relación calidad-precio
4,5

Probabilidad de recomendación

8,5/10

Zoho Desk tiene una valoración global de 4,5 estrellas sobre 5 según las 1.724 opiniones de usuarios de Capterra.

¿Has utilizado Zoho Desk?

Comparte tu experiencia con otros compradores de software.

Filtrar opiniones (1.724)

Juanito O.
Juanito O.
DevOps en Bolivia
Usuario de Linkedin verificado
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Un gran aliado para servicio al cliente

5 hace 11 meses

Comentarios: Una grata experiencia hasta ahora, es muy accesible económicamente.

Puntos a favor:

Me encanta lo sencillo que es para usarlo, ofrece una gran facilidad. Tiene una amplia integración con otros servicios.

Puntos en contra:

Nos costó un poco la integración a nuestros sistemas, pero se solucionó con la ayuda del soporte de zoho.

Alternativas consideradas: Zendesk

Razones para cambiar a Zoho Desk: Por las prestaciones que ofrecía, su tabla de precios escalable y relativamente accesible para pequeñas y medianas empresas. Y por el respaldo de buen servicio que ofrece Zoho, de la cual tengo otros servicios también.

Carlos M.
CIO en España
Internet, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

MUY COMPLETO

5 el año pasado

Puntos a favor:

Es de los más completos que conozco, pero en la versión más cara, que aún así, es la más económica del mercado, con onmicanal, voz, chat, etc.

Puntos en contra:

Es un poco engorroso encontrar las funciones en los menus, pero hace tan tantas cosas que es normal.

Alternativas consideradas: Zoho CRM y Zoho Remotely

Software anterior: Jira

Natalia G.
IT MANAGER en Perú
Comercio minorista, 51-200 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Uso de Zohodesk

4 hace 7 meses

Comentarios: Centralización de información, evito el tener muchos correos por cada solicitud.

Puntos a favor:

El producto es facil de usar, intuitivo y nos ayuda a gestionar dentro de una plataforma todos los tickets de atención que nos solicitan nuestros puntos de venta.

Puntos en contra:

Por el momento todas las funcionalidades gratuitas nos han ayudado mucho.

Andres F.
Andres F.
operaciones en Ecuador
Usuario de Linkedin verificado
Seguros, 11-50 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

EXCELENTE HERRAMIENTA PARA SERVICIO AL CLIENTE

5 el año pasado

Comentarios: una excelente experiencia orientada a nuestra necesidad de poder atender de manera mas eficaz a nuestro clientes.

Puntos a favor:

LA IMPLEMENTACION ES MUY FACIL, TIENE MUCHAS HERRAMIENTAS QUE AYUDAN AL FACIL MANEJO Y REDISTRIBUCION DEL TRABJO PARA EL SERVCICIO AL CLIENTE Y EJECUCION DE LOS AGENTES

Puntos en contra:

EL REALIZAR LA INTEGRACIONES CON MAS APP QUE SE ENCUENTRAN EN NUESTRA ORGAINIZACION NO TAN ACCECIBLE

Edwin B.
Ingeniero en Honduras
Telecomunicaciones, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Revision del sistema zoho

5 el año pasado

Puntos a favor:

el fácil manejo de las tareas y asignación

Puntos en contra:

me gustaría tener un periodo mas de prueba para poder ver todas las características de zoho.

Usuario verificado
CEO en Paraguay
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Ayuda a nuestro trabajo

5 hace 2 años

Puntos a favor:

Con este programa pudimos organizarnos mejor en la atencion a nuestro clientes.

Puntos en contra:

Que no tengan un centro de atención tanto en lo comercial, como en el soporte con habla hispana

Ariel A.
ing informatico en Chile
Software informático, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

El software es muy bueno, y se esta evaluando para poder seguir con la version paga de este servicio

5 hace 2 años

Comentarios: muy buena

Puntos a favor:

que hasta ahora funciona y cumple con lo que promete

Puntos en contra:

extrictamente nada, esta muy bueno, aunque la interfas de desk nesecita color

Saswat P.
Saswat P.
Content Strategist and Community Manager en India
Usuario de Linkedin verificado
Administración educativa, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

It's good but with limited functionality

5 hace 2 meses Nuevo

Puntos a favor:

The ticketing mechanism is good and the suggestive feature of the knowledge base works quite well. The initial setup is a bit tricky but for the users of the organisation, it is good.

Puntos en contra:

Hands down it is the User Interface and User Experience. The UI/UX is confusing for the first time user. The Live chat feature can get stuck at times and create troubles in the process.

Usuario verificado
CEO en RU
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Powerful ticketing system with lots of options.

5 el mes pasado Nuevo

Comentarios: We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.

Puntos a favor:

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Puntos en contra:

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Alternativas consideradas: HappyFox Help Desk, Freshdesk y SolarWinds Service Desk

Razones para cambiar a Zoho Desk: It had more of the features we need and we use other Zoho products so they link together quite easily.

Christian N.
Medical Copy Editor en Ruanda
Edición, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

The best help desk software

3 el mes pasado Nuevo

Puntos a favor:

Intuitive interface and its integration with Zoho CRM is my favourite. It's relatively low priced compared to Zendesk and provides some unique features the more expensive competitors don't provide, such as 24x5 Chat Support and all apps for running business from writing, presenting, reporting etc... In addition, it provides a free plan while Zendesk does not.

Puntos en contra:

It's little bit slow to load. Its website menus have unique colors for each which seems to be inconsistent in my opinion.

Liza C.
HR Officer en Jordania
Energías renovables y medio ambiente, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

It helps improve the level and quality of support provided to clients.

5 hace 4 semanas Nuevo

Comentarios: In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.

Puntos a favor:

Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.

Puntos en contra:

I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.

Gulshan N.
Associate Director en India
Tecnología y servicios de la información, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Basic ticketing system which can help a small team to manage their work

5 el mes pasado Nuevo

Puntos a favor:

Customization is good, we can set custom rules, scalability and integration. Its meeting our basic needs of IT ticketing system and helping to manage all the task along with solutions.

Puntos en contra:

Some custom feature are difficult to implement since its little complected to understand first. The interface gets slow some time. The administrator are counted as agents, where they should not. Because of this we are ended up paying for inactive users.

Usuario verificado
Analyst en India
Usuario de Linkedin verificado
Estudios de mercado, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Offering 24/7 Support to Customers with Zoho Desk

4 hace 4 semanas Nuevo

Comentarios: It enhanced our reporting and analysis as it is well integrated with social media and the internal messaging system. Using Zoho Desk helps us to reach and resolve more customer issues faster.

Puntos a favor:

Zoho Desk integration capabilities with our Web application is one of the best fits for us, it easily helps us to track all the tickets and agents from the dashboard interface. The light agent seat count was one of the features that made their service considerably more appealing to our organization.

Puntos en contra:

The implementation took time and can be improved. There is not much problem in the solution.

Mario S.
CEO en Alemania
Aprendizaje en línea, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Zoho Desk for customer support

5 la semana pasada Nuevo

Comentarios: Simply: all problems and questions since using Zoho Desk could be solved within a very short period of time and out of that you can create a database for the future.

Puntos a favor:

At the (personally customizable) dashboard you can see all tickets.

Puntos en contra:

Not very simple to start. There are so many possibilities and functions that it is overwhelming at first.

Alternativas consideradas: Zendesk

Razones para cambiar a Zoho Desk: Price.

Nikhil R.
Nikhil R.
Assistant Marketing manager en India
Usuario de Linkedin verificado
Marketing y publicidad, 10.000+ empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Best tool for growing business efficiently

4 la semana pasada Nuevo

Comentarios: Very good experience it is helping me grow my business efficiently.

Puntos a favor:

. Very good automation, workflows and rules . Can be integrated into the website and system . Easy tracking . Easy to use .Safe, secure, and reliable . Good customer support services

Puntos en contra:

. I'm happy current features of the Zoho desk, but there is a need for some improvement.

Rodrigo alejandro A.
Rodrigo alejandro A.
Deal Closer en EE. UU.
Usuario de Linkedin verificado
Hostelería, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Easy Ticket Management - CRM all in one communication platform

4 hace 4 semanas Nuevo

Comentarios: Excellent, this is extra useful when managing the communication from your business, especially in my case that was handling the Sales Leads

Puntos a favor:

Multi-platform communication in one place, easy SLA management

Puntos en contra:

Initial implementation with some features, but things that can be completed with time

Benjamin C.
Information Systems Administrator en EE. UU.
Seguridad pública, 51-200 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Simple but effective solution

5 hace 2 meses Nuevo

Comentarios: Overall, the free version is amazing. It has limited amount of agents but for a small IT department it is perfect. We use it for a ticketing system just to stay on top of the many projects/requests from the employees. It also keeps a record of work loads and task completed to show officials of the effectiveness of the department.

Puntos a favor:

The ease of use of this tool and the features were exactly what we need.

Puntos en contra:

I am using the free price point and for that price point there is very little to complain about. I have not cons at this time.

Umang B.
Sr Director Data and Systems en EE. UU.
Gestión de organizaciones sin ánimo de lucro, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

One of the best investments for our organization

5 hace 2 años

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

Puntos a favor:

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

Puntos en contra:

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.

Alternativas consideradas: Jira

Razones para elegir Zoho Desk: 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.

Razones para cambiar a 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.

Usuario verificado
Pakistán
Usuario de Linkedin verificado
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña
Fuente: GetApp

Awesome Software

5 hace 4 años

Puntos a favor:

Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.

Puntos en contra:

Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!

Amira D.
Site Architect en Jordania
Construcción, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

5 hace 2 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Nitin S.
Nitin S.
Senior Graphics Designer en India
Usuario de Linkedin verificado
Tecnología y servicios de la información, 201-500 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Very friendly user interface and easy to integrate

4 hace 10 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: tawk.to y Freshdesk

Razones para cambiar a Zoho Desk: Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.

Tacho T.
Tacho T.
Driving instructor en Bulgaria
Usuario de Linkedin verificado
Administración educativa, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Zoho desk allows me to track all incoming requests and to convert website visitors to real customers

5 hace 10 meses

Comentarios: A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.

Puntos a favor:

The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.

Puntos en contra:

I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.

Peter F.
Peter F.
Co-Owner en EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Great on its own, OUTSTANDING when synced with Zoho CRM

5 hace 3 años

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.

Alternativas consideradas: Freshdesk y Zendesk

Razones para cambiar a Zoho Desk: The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but Zoho Desk came as part of the Zoho One suite. I couldn't be happier with it.

Johnny G.
Principal consult en Canadá
Telecomunicaciones, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Zoho Service desk

4 hace 2 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

Complicated to setup and training is required.

Alternativas consideradas: WHMCS y Freshdesk

Razones para cambiar a Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.

Neha T.
Tax Consultant en India
Usuario de Linkedin verificado
Consultoría de gestión, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña
Fuente: GetApp

Excellent CRM software with clean interface

4 hace 4 años

Puntos a favor:

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.

Puntos en contra:

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.