Sobre o Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation. Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction. Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers. The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.
Zoho Desk response time dashboard
Zoho Desk team feed
Zoho Desk bandwidth monitoring
Zoho Desk ticket screen
Zoho Desk conversations
Zoho Desk countdown work mode
Zoho Desk - Vídeo
Zoho Desk response time dashboard-thumb
Zoho Desk team feed-thumb
Zoho Desk bandwidth monitoring-thumb
Zoho Desk ticket screen-thumb
Zoho Desk conversations-thumb

Preço do Zoho Desk

Zoho Desk possui uma versão gratuita e oferece versão de teste grátis. Versão paga do Zoho Desk a partir de US$ 14,00/mês.

Preço inicial:
US$ 14,00/mês
Detalhes dos preços:
● Free - up to 3 users, forever! ● Standard - $14/agent/month ● Professional - $23/agent/month ● Enterprise - $40/agent/month
Versão gratuita:
Sim
Versão de teste gratuita:
Sim

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Avaliações do Zoho Desk

Nota do recurso

Relação qualidade/preço
4,5
Funcionalidade
4,5
Praticidade
4,5
Suporte ao cliente
4,5
5 avaliações do 1.648 Ver todas as avaliações
Peter F.
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente em Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
4
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 23/07/2019

Great on its own, OUTSTANDING when synced with Zoho CRM

Vantagens

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.

Desvantagens

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Umang B.
  • Setor: Gestão de organizações sem fins lucrativos
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente em Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 14/07/2020

One of the best investments for our organization

Great - and their customer service is great as well.

Vantagens

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

Desvantagens

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.

Eamonn S.
  • Setor: Serviços financeiros
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente em Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
4
Praticidade
5
Suporte ao cliente
4

4
Avaliado em 22/03/2021

Mamanging customer growth and issues with Zoho Desk.

Solving customer issues and recording solutions so they can be searched and shared on the Kb if the problem occurs again.

Vantagens

The ticketing interface and merging of tickets

Desvantagens

The SAML setup is not as easy to integrate as expected.

Avaliador Verificado
  • Setor: Segurança de rede e informática
  • Porte da empresa: Profissional autônomo
  • Usado Diariamente em 1 a 5 meses
  • Fonte da avaliação
Relação qualidade/preço
1
Recursos
1
Praticidade
2
Suporte ao cliente
4

2
Avaliado em 24/08/2018

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

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.

Vantagens

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.

Desvantagens

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?

Carlos M.
  • Setor: Internet
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente em Avaliação gratuita
  • Fonte da avaliação
Relação qualidade/preço
0
Recursos
5
Praticidade
4
Suporte ao cliente
3

5
Avaliado em 29/01/2021

MUY COMPLETO

Vantagens

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.

Desvantagens

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

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