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.

Contras:

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
Funcionalidades
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 1.775 opiniones de usuarios de Capterra.

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Filtrar opiniones (1.775)

Derek
Derek
CEO
Usuario de Linkedin verificado
Gestión de organizaciones sin ánimo de lucro, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

A great tool for managing your brand and supporting customers

3,0 hace 12 meses
Los subtítulos en español están disponibles en el reproductor de vídeo
Juanito
Juanito
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

5,0 el año pasado

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.

Contras:

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

Alternativas consideradas: Zendesk Suite

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

MUY COMPLETO

5,0 hace 2 años

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.

Contras:

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

Uso de Zohodesk

4,0 hace 10 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.

Contras:

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

ANDRES
ANDRES
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

5,0 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

Contras:

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

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

Revision del sistema zoho

5,0 hace 2 años

Puntos a favor:

el fácil manejo de las tareas y asignación

Contras:

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

5,0 hace 2 años

Puntos a favor:

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

Contras:

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

Ariel
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

5,0 hace 2 años

Comentarios: muy buena

Puntos a favor:

que hasta ahora funciona y cumple con lo que promete

Contras:

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

Vanessa
Vanessa
Operational Finance en EE. UU.
Usuario de Linkedin verificado
Construcción, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Work and communicate with your clients safely

5,0 hace 4 semanas Nuevo

Comentarios: The great utility that this tool offers is fascinating, it has served me both for work and personal use. Within my company we usually use this tool to communicate with our clients from all over the country, it also makes our work easier since it is available on mobile phones and we can use it wherever we are.

Puntos a favor:

Zoho Desk is a great tool for both work and personal use since it allows us to carry out different actions such as sending emails, sending text messages, making live chats, and making calls to our clients, among others. In addition, this tool is one of the most used in my industry since it has greatly benefited us with its ease of use and the variety of options it contains.

Contras:

This tool offers several options for its use and the way it can work is amazing. However, what I don't like about this tool is that it is somewhat expensive and has competition with other software.

Ana
Ana
Security Architecture Discipline leader en España
Usuario de Linkedin verificado
Banca, 10.000+ empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

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

4,0 el mes pasado Nuevo

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Alternativas consideradas: Zendesk Suite

Razones para elegir Zoho Desk: We are creating the first in-house service solution for the company. Having a managed solution to handle requests that other team members can monitor and resolve is much better than trying to handle email support requests that sit in an inbox with many other unrelated emails.

Software anterior: Freshdesk

Razones para cambiar a Zoho Desk: We are a growing company and we need to track our issues not only by the customer but also by specific serial number. We had a very rudimentary system to do this, but our size is pushing us to modernize to stay on top of everything. This system should help us.

Matt
Owner en RU
Software informático, Trabajador autónomo
Ha utilizado el software durante: Más de un año
Fuente de la reseña

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

3,0 la semana pasada Nuevo

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Alternativas consideradas: Freshdesk, HubSpot CRM y Zendesk Suite

Razones para cambiar a Zoho Desk: I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

Sarah
Sarah
System Administrator en EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

The gold standard in customer service!

5,0 hace 2 meses

Comentarios: Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Puntos a favor:

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Contras:

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

Peter
CCO en Bélgica
Hardware informático, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Zoho Desk, a great tool within the Zoho One platform

4,0 hace 3 semanas Nuevo

Comentarios: All issues related with our hardware and software are logged and tracked byt creating tickets. Customers can follow-up tickets themselves, and issues that come back often can be moved to a knowledge base (some kind of FAQ) to lower the support load. It has good features to divide tickets between our products and departments.

Puntos a favor:

Does not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining)

Contras:

It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company

Usuario verificado
Director en Países Bajos
Usuario de Linkedin verificado
Servicios jurídicos, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

My office manager my secretary and my bodyguard

5,0 hace 2 semanas Nuevo

Comentarios: 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

Puntos a favor:

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

Contras:

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

Ahmet Fatih
Ahmet Fatih
School Principal en Turquía
Usuario de Linkedin verificado
Administración educativa, 11-50 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Overlooked but gold

5,0 hace 3 semanas Nuevo

Puntos a favor:

I like how it is simple and efficient in document creation. Has numerous options when you want to integrate cloud services. The free version offers a lot.

Contras:

The layout can be hard to get used to after being toxinated by common stars of office programs.

Ankit
Ankit
Manager - CEG en India
Usuario de Linkedin verificado
Tecnología y servicios de la información, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Easy to use and user friendly

5,0 la semana pasada Nuevo

Comentarios: It was really awesome to work and use zoho desk as a ticketing tool.

Puntos a favor:

User interface is so much simple and smooth to use by tech and non tech person. Easy to track our concern with transparency.

Contras:

Need to add some more feature in the free version to understand and utilize the basic feature of the zoho to get premium.

Richard
Richard
Owner en EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, Trabajador autónomo
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Great platform, and very easy to use!

5,0 hace 2 semanas Nuevo

Comentarios: I am able to keep track of my customer engagements and any ticket resolution histories.

Puntos a favor:

I like that all of the Zoho software are compatible with their software packages.

Contras:

At this time I do not see any improvements that can be made with this software.

Hossam
Hossam
Engineer en Arabia Saudí
Usuario de Linkedin verificado
Comercio mayorista, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

It is working find but there is other options you may consider

4,0 hace 2 meses Nuevo

Puntos a favor:

The user interface very easy and the system is fast

Contras:

subscription pricing high in comparison to other alrernaitvises

Liza
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.

5,0 hace 4 meses

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.

Contras:

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.

Umang
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

5,0 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

Contras:

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

5,0 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.

Contras:

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
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

5,0 hace 5 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.

Contras:

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
Nitin
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

4,0 el año pasado

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.

Contras:

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
Tacho
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

5,0 el año pasado

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.

Contras:

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

Peter
Peter
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

5,0 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.

Contras:

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

Alternativas consideradas: Freshdesk y Zendesk Suite

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

Zoho Service desk

4,0 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.

Contras:

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.