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.

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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
4,4
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 1.689 opiniones de usuarios de Capterra.

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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 2 meses Nuevo

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.

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 6 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 hace 12 meses

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 Remotely y Zoho CRM

Software anterior: Jira

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 hace 9 meses

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

Sara B.
Sara B.
Human Resources Generalist en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 5.001-10.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

It allows me to keep track without wasting time

5 hace 2 meses Nuevo

Comentarios: We've utilized this product for customer backing and administrations and it's whenever we first were utilizing comparative programming to analyze customer activities grounded on explicit models. The education wind is for nontechnical individuals thus one ought to comprehend the semantics of every tab.

Puntos a favor:

I truly like how this is not difficult to simple and associate with our leads progressively. I'm authentically happy with Zoho Office since it helps in keeping a solitary wellspring of the verity that the activity staff and laborers can puncture for any strategy preliminaries, updates, formats thus considerably more.

Puntos en contra:

You can not change the settings for all divisions at once in the past. You need to go to every office and change individual settings which are moderately tedious.

Stefanie R.
Solutions agent en EE. UU.
Dispositivos médicos, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Zoho

5 hace 2 meses Nuevo

Puntos a favor:

Easy to use and easy to learn. Can do things faster

Puntos en contra:

A little slowand has dead spots towards the end of the day

Usuario verificado
Owner en EE. UU.
Usuario de Linkedin verificado
Seguridad informática y de redes, Trabajador autónomo
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Everything is in BETA, after you are sold into a purchase...

2 hace 3 años

Comentarios: I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

Puntos a favor:

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out. HTTPS had to be requested and is not a part of the package unless you call up and request it.

Puntos en contra:

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite. After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly. The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise. So far, everything does not work as advertised. The support reps keep telling me that their integrations are in BETA. BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens. I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA. I am further contacting my bank and the Attorney General for California. I don’t pay for BETA software. Is there another company that actually fulfills their sales pitches?

Tyler L.
President en EE. UU.
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

so far its pretty great.

5 hace 3 meses

Comentarios: SO far I am really impressed.

Puntos a favor:

So far my team and I are really impressed with all the features. It has been quick for the test team learn how to use.

Puntos en contra:

the pricing structure can be difficult.

Alternativas consideradas: Kaseya VSA, NinjaOne y IT Glue

Razones para elegir Zoho Desk: More features. better support

Software anterior: Atera

Razones para cambiar a Zoho Desk: it had more to offer our company overall. with crm tools, accounting tools, hr tools, and much much more.

Usuario verificado
Customer Support Coordinator en EE. UU.
Usuario de Linkedin verificado
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Easy to Use

5 hace 2 meses Nuevo

Comentarios: Overall, can't imagine using a different software in replacement of Zoho Desk. It gives everything I need for work.

Puntos a favor:

Zoho Desk is so simple. It has so much to it, but the layout is easy enough that I think anyone could figure it out. Able to be understood very well.

Puntos en contra:

I would appreciate if Desk allowed for users to be able to customize more. Most of the customization options are only available for Admins. Having options available for users as well would be helpful.

Carl A.
Managing Director en Malta
Dispositivos médicos, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Very Satisfied

5 hace 2 semanas Nuevo

Puntos a favor:

Great Software for having visibility and reports on customer support performance

Puntos en contra:

A little bit tricky to integrate with own domain

Melissa C.
Career Coach en EE. UU.
Aprendizaje en línea, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Best CRM platform to increase relationships and streamline process

5 el mes pasado Nuevo

Comentarios: It has been great it has really helped increase a lot of customer loyalty within my business

Puntos a favor:

I love how simple and detailed this CRM platform is for customer relationships

Puntos en contra:

I wish there were a few additional features that help on a reporting scale

Raul A.
Manager en EE. UU.
Redes informáticas, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Support desk

5 hace 2 meses Nuevo

Comentarios: Love the functionality

Puntos a favor:

It's very easy to use I like how you can assign tickets and notifications you can add to them

Puntos en contra:

There isn't really that much I could say on things I didn't like.

Andrew M.
Director en RU
Propiedad inmobiliaria, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Cheap but great

4 el mes pasado Nuevo

Puntos a favor:

Zoho has tonnes of tightly integrated features, with mail, messaging (Cliq) and conferencing (Meeting), Bookings and CRM. Zoho is on a mission to cover every single possible business software use case. I would recommend Zoho for companies looking for lots of productivity features for good value.

Puntos en contra:

Zoho's tools aren't nearly as customisable in terms of workflow, automation, and user interface as Microsoft's and Gogole's.

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!

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 4 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: Freshdesk y tawk.to

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 5 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 el año pasado

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.

Joel B.
IT Specialist en EE. UU.
Propiedad inmobiliaria, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Basic but functional

4 hace 3 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Leonard J.
Technical Support en EE. UU.
Usuario de Linkedin verificado
Contabilidad, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña
Fuente: GetApp

Easy to use, but not enough features

5 hace 4 años

Puntos a favor:

Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Puntos en contra:

There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.