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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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Mostrando 1.677 opiniones

Juanito O.
Juanito O.
DevOps in Bolivia
Usuario de Linkedin verificado
Software informático, 11-50 empleados
Used the Software for: Más de un año
Fuente de la reseña

Un gran aliado para servicio al cliente

5 hace 3 meses

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

Pros:

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

Cons:

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

Alternatives Considered: Zendesk

Reasons for Switching to 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 in España
Internet, 2-10 empleados
Used the Software for: Prueba gratis
Fuente de la reseña

MUY COMPLETO

5 hace 9 meses

Pros:

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.

Cons:

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

Alternatives Considered: Zoho Remotely y Zoho CRM

Switched From: Jira

Andres F.
Andres F.
operaciones in Ecuador
Usuario de Linkedin verificado
Seguros, 11-50 empleados
Used the Software for: 1-5 meses
Fuente de la reseña

EXCELENTE HERRAMIENTA PARA SERVICIO AL CLIENTE

5 hace 6 meses

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

Pros:

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

Cons:

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

Usuario verificado
CEO in Paraguay
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Used the Software for: Prueba gratis
Fuente de la reseña

Ayuda a nuestro trabajo

5 el año pasado

Pros:

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

Cons:

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

Edwin B.
Ingeniero in Honduras
Telecomunicaciones, 11-50 empleados
Used the Software for: 6-12 meses
Fuente de la reseña

Revision del sistema zoho

5 hace 9 meses

Pros:

el fácil manejo de las tareas y asignación

Cons:

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

Ariel A.
ing informatico in Chile
Software informático, 2-10 empleados
Used the Software for: 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

Comments: muy buena

Pros:

que hasta ahora funciona y cumple con lo que promete

Cons:

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

Tacho T.
Tacho T.
Driving instructor in Bulgaria
Usuario de Linkedin verificado
Administración educativa, 2-10 empleados
Used the Software for: 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 2 meses New

Comments: 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.

Pros:

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.

Cons:

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

Nitin S.
Nitin S.
Senior Graphics Designer in India
Usuario de Linkedin verificado
Tecnología y servicios de la información, 201-500 empleados
Used the Software for: 6-12 meses
Fuente de la reseña

Very friendly user interface and easy to integrate

4 hace 2 meses New

Comments: 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.

Pros:

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.

Cons:

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.

Alternatives Considered: tawk.to y Freshdesk

Reasons for Switching to Zoho Desk: Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.

Usuario verificado
Owner in EE. UU.
Usuario de Linkedin verificado
Seguridad informática y de redes, Trabajador autónomo
Used the Software for: 1-5 meses
Fuente de la reseña

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

2 hace 3 años

Comments: 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.

Pros:

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.

Cons:

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?

Peter F.
Peter F.
Co-Owner in EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Used the Software for: Más de un año
Fuente de la reseña

Great on its own, OUTSTANDING when synced with Zoho CRM

5 hace 2 años

Pros:

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.

Cons:

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

Alternatives Considered: Freshdesk y Zendesk

Reasons for Switching to 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.

Abe B.
Abe B.
Tech Director in EE. UU.
Usuario de Linkedin verificado
Marketing y publicidad, 201-500 empleados
Used the Software for: 6-12 meses
Fuente de la reseña

A smooth transition

4 hace 2 meses

Comments: Very honestly, Zoho appears to be a good CRM. I have neither huge successes nor disappointments with it, which is a good place to be for something used regularly: no big surprises either way. We use it to manage our leads, projects, and legal details - it does the job well.

Pros:

Zoho is comprehensive in terms of functionality as a CRM. It was easy enough to transition as a user from our previous CRM, with a lot of familiarity in terms of the set up and workflows. We really like the 'transitions' functionality, which allows us to have required fields at different stages of the process. This is helping us maintain data accuracy and input rates.

Cons:

The search functionality can be confusing within objects (it feels more natural to search within the filter pane that pops up, rather than go back into the search view). There are a lot of options when it comes to filtering and permissions which can cause some roadblocks, though that may be user error too!

Ercan Ç.
Program Manager in Turquía
Telecomunicaciones, 2-10 empleados
Used the Software for: Más de un año
Fuente de la reseña

zoho the best

5 hace 3 meses

Comments: Customers liked it. They choosed the Zoho first and We choosed. We liked.

Pros:

easy to use for us and our customer. we are able to follow customer ticket easily.

Cons:

SLA reporting part is easy and configurable.

Dilek C.
CTO in Turquía
Telecomunicaciones, 2-10 empleados
Used the Software for: Prueba gratis
Fuente de la reseña

Highly Recommended Ticket Management Tool

5 hace 4 meses

Comments: It's been pretty satisfying so far.

Pros:

Very easy to setup customized ticket management tool. End users can be added and there is no additional effort them to see their tickets

Cons:

It took time for me to find where to define End User. I don't know if I should specify this as Cons.

Grietz R.
Senior Business Analyst in Filipinas
Externalización/deslocalización, 201-500 empleados
Used the Software for: 1-5 meses
Fuente de la reseña

The Online Library

5 el mes pasado New

Comments: I am very satisfied with Zoho Desk because it helps in maintaining a single source of truth that the management staff and employees can access for any procedure manuals, memos, templates and so much more.

Pros:

I like the 3 - tier sub-levels you can set up that make categorizing articles very comprehensive.

Cons:

None so far. The tool is comprehensive in that it can accommodate Knowledgebase and Customer Support.

Alternatives Considered: Freshdesk

Reasons for Switching to Zoho Desk: I chose Zoho Desk because of its comprehensive 3-tier sub levels which in Freshdesk is only 1-tier.

Sasheena D.
Communications and Admin Officer in Jamaica
Contabilidad, 201-500 empleados
Used the Software for: 1-5 meses
Fuente de la reseña

Zoho Desk is a brilliant Accounting Software

5 hace 6 meses

Comments: It makes it much easier to follow step by step the ordering process and it double as a decent customer database.

Pros:

Using Zohodesk was definitely a learning curve for me but the features , particularly Estimates and Invoicing makes it worth it

Cons:

There should be an option to add tax to the overall invoice/estimate vs just line items.

Umang B.
Sr Director Data and Systems in EE. UU.
Gestión de organizaciones sin ánimo de lucro, 51-200 empleados
Used the Software for: Más de un año
Fuente de la reseña

One of the best investments for our organization

5 el año pasado

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

Pros:

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

Cons:

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.

Alternatives Considered: Jira

Reasons for Choosing 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.

Reasons for Switching to 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
Used the Software for: 1-5 meses
Fuente de la reseña
Fuente: GetApp

Awesome Software

5 hace 3 años

Pros:

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.

Cons:

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!

Johnny G.
Principal consult in Canadá
Telecomunicaciones, 2-10 empleados
Used the Software for: Más de dos años
Fuente de la reseña

Zoho Service desk

4 hace 11 meses

Comments: 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.

Pros:

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.

Cons:

Complicated to setup and training is required.

Alternatives Considered: WHMCS y Freshdesk

Reasons for Switching to Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.

Neha T.
Tax Consultant in India
Usuario de Linkedin verificado
Consultoría de gestión, 10.000+ empleados
Used the Software for: Más de dos años
Fuente de la reseña
Fuente: GetApp

Excellent CRM software with clean interface

4 hace 3 años

Pros:

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.

Cons:

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 in EE. UU.
Propiedad inmobiliaria, 51-200 empleados
Used the Software for: Más de un año
Fuente de la reseña

Basic but functional

4 hace 3 años

Comments: 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.

Pros:

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.

Cons:

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 in EE. UU.
Usuario de Linkedin verificado
Contabilidad, 51-200 empleados
Used the Software for: Más de dos años
Fuente de la reseña
Fuente: GetApp

Easy to use, but not enough features

5 hace 3 años

Pros:

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.

Cons:

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.

Jorn K.
CEO in Hong Kong
Internet, 2-10 empleados
Used the Software for: Más de dos años
Fuente de la reseña

As for the overall Zoho suite it easily integrates with multiple other extensions that are essential

5 hace 4 años

Comments: Makes customer management extremely easy once you get going.

Pros:

Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs. Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform. Training is well laid out and there are plenty of online resources to reference to get going.

Cons:

There isn't that many... it takes a little getting used to, but once understood it is fairly straight forward. Ticket handling could be a little better, but the question is how to get customers to open new tickets rather than replying to old tickets, and it is not really a software issue.

Denise W.
Denise W.
Assistant Manager in EE. UU.
Usuario de Linkedin verificado
Alimentación y bebidas, 10.000+ empleados
Used the Software for: Más de un año
Fuente de la reseña

So far it has been a great service

5 el año pasado

Comments: We picked Zoho because of the worth and in this manner the indisputable reality that we were at that point familiar with their product arrangement as we utilize their Survey programming too. Things were getting lost or overlooked about and it had been making me insane. Zoho has a great set-up of items and this one isn't any special case! Simple to utilize (the essentials at any rate). What's more, it's very reasonable.

Pros:

I like the way that it converses with all or any of the rest of our Zoho items. It appears only an apparatus inside the framework. It plays pleasantly and interfaces in just barely like the rest of the items. I in reality simply like the appearance of the product, the format, and the way simple it's to utilize. we've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.

Cons:

Most likely such a large number of alternatives accessible. huge amounts of your time spent up to this point simply understanding the whole stage. I'm despite everything perusing the UI yet it feels a touch less cordial than an elective decision I'm assessing.

Gerard H.
Technical Sales Director in Irlanda
Telecomunicaciones, 2-10 empleados
Used the Software for: Más de dos años
Fuente de la reseña

Zoho Desk for Small Business

5 hace 2 años

Comments: Have used a trial under a different company test name.
A really excellent product.
Still learning.

Pros:

We have been using CRM for 7 years and needed more of a ticketing system instead. While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons:

Probably too many options available. A lot of time spent so far just understanding the whole platform

Alternatives Considered: HubSpot Service Hub

Reasons for Switching to Zoho Desk: Had a lot of exposure to the CRM. Comfortable with the product

Usuario verificado
Director Of Ecommerce in EE. UU.
Usuario de Linkedin verificado
Maquinaria, 51-200 empleados
Used the Software for: 6-12 meses
Fuente de la reseña

Great alternative to Zendesk

4 hace 3 años

Comments: Overall the Zoho Desk platform has been a good move for us. We switched from using Zendesk and have not looked back since. There are tools in Desk that you can import your Zendesk info to aid in migration to make it almost seamless. As with any other tech platform made for larger scales of users, there are some things that are frustrating because that is not how we want to do it. But the system has enough features to be able to work around those frustrations and continue with the process.

Pros:

In our organization we use several products from the Zoho suite, so the biggest pro for us was integration. Other features that were notably positive were custom domain mapping, converting tickets to articles in the knowledge base, suggested articles for agents, and of course the robust rules and macros that can be set up for the account to automate as many repetitive tasks as possible.

Cons:

While most items were pretty intuitive to setup, I do feel that some of the documentation was pretty sparse and sometimes hard to find. Also having to bump up to the highest tier plan just to be able to integrate with all of the Zoho services we utilize was a bit frustrating. I could see not letting free accounts do this, but doubling the cost/agent just to fully integrate with your services that we already pay separately for was pretty disappointing.