Zoho Desk

4,5 (2 178)
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O primeiro software de helpdesk sensível a contexto do setor

Classificação geral

4,5 /5
(2 178)
Relação qualidade/preço
4,5/5
Recursos
4,5/5
Praticidade
4,4/5
Suporte ao cliente
4,3/5

94%
dos usuários recomendam este app
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2178 avaliações

Felipe
Felipe
Classificação geral
  • Setor: Atacadistas
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Ótima sistema de chamados

Avaliado em 11/05/2023

Vantagens

O Zoho Desk tem uma ótima interface, para abrir chamados para cliente e parceiros de negócios, sua interface é bem limpa e organizada.

Desvantagens

As vezes o carregamento com o servidor é um pouco lento para abrir os chamados. Sua interface poderia ser mais limpa .

Avaliador Verificado
Classificação geral
  • Setor: Consultoria de gestão
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

Zoho Desk is Amazing but needs better design

Avaliado em 14/02/2023

Conseguimos abrir solicitações dos clientes facilmente, mas vejo que poderiam liberar mais...

Conseguimos abrir solicitações dos clientes facilmente, mas vejo que poderiam liberar mais funcionalidades com integração ao WhatsApp Business tradicional e integrá-lo ao Zoho Desk. Somos do Brasil e muitos clientes usam muito o WhatsApp para abrir solicitações.

Vantagens

A simplicidade no uso. É vantajoso usar uma ferramenta que permite que nossos colaboradores a usem de forma simples. Somos uma consultoria e nossos clientes buscam agilidade em consumir de uma empresa pequena, esse é nosso principal diferencial relacionado às grandes organizações.

Desvantagens

O design poderia ser melhor. Vejo o Fresh Desk como referência nesse quesito, permitindo otimizar a experiência dos clientes integrando funcionalidades de edição CSS no tema dele. Poderiam replicar para a Zoho Desk

Priscìla
Priscìla
Classificação geral
  • Setor: Fotografia
  • Porte da empresa: Profissional autônomo
  • Usado Mensal durante Avaliação gratuita
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Prático

Avaliado em 29/07/2022

Vantagens

A usabilidade é perfeita e muito prática

Desvantagens

Não tenho o que reclamar com a ferramenta

Emily
Emily
Classificação geral
  • Setor: Hospitais e Saúde
  • Porte da empresa: 5 001 - 10 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

For managing tickets and tasks, Zoho Desk provides all I need

Avaliado em 02/08/2023

Maintain the things we offer by attending to the routine upkeep tasks that clients email us about....

Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through.

Vantagens

Setup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable.

Desvantagens

Zoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times.

Avaliador Verificado
Classificação geral
  • Setor: Segurança de rede e informática
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

a very useful tool for organizations and MSP teams

Avaliado em 27/09/2023

In general terms, a very good experience, a tool that makes our work much easier by optimizing...

In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.

Vantagens

I like the customization of the system, creation of workflows, and automation

Desvantagens

I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.

Razões para mudar para o Zoho Desk

ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.)
Bolortuya
Classificação geral
  • Setor: Software
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 1.0 /10

Zoho review

Avaliado em 30/11/2023

Vantagens

Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.

Desvantagens

Unfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.

Stacey
Classificação geral
  • Setor: Organização cívica e social
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Need a ticking system try them

Avaliado em 30/09/2024

One of the easiest ticking system you can create from scratch.

One of the easiest ticking system you can create from scratch.

Vantagens

Fairly easy to work with the developers to create a ticketing system.

Desvantagens

It's an overseas product and it's hard to communicate due to there accents. I dislike some of the development things. Even with the higher package you were still very limited how to set the help desk ticking system up. It was easy to change the basics like logo, fonts, website layout.The important features wasn't available most times.

Gerardo
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 8.0 /10

Very easy of use and immediately documentations.

Avaliado em 09/06/2023

We are happy because we also use Zoho CRM and then we have all the end users' info in one place. We...

We are happy because we also use Zoho CRM and then we have all the end users' info in one place. We can check all the tracking since the lead born and how we attended each customer, including help desk ticketing.

Vantagens

The replies that we receive from the end users are immediately registered on the tickets without need of wait a couple minutes or press F5 to update the page.

Desvantagens

The conversations navigation. You have to scroll down to check the previous documentations and it gets some difficult to do because there are other help desk brands that allows you to change from one description to another by clicking on a button without need of scroll down.

Joicy
Classificação geral
  • Setor: Consultório médico
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Try Zoho Desk it's highly recommended in his cathegory

Avaliado em 30/05/2023

I have been one of the decision maker in my previous company to decide buying Zoho Desk after our...

I have been one of the decision maker in my previous company to decide buying Zoho Desk after our trial period, because of its clean interface and facility to be used to everyone including those without experience in team work organization online.

Vantagens

Clean interface, minimalista, easy to understand including to those who are not familiar with a management team platform.

Desvantagens

sincerly I do not have anything to add for the moment, maybe in a short future.

Alternativas consideradas

LiveAgent e Zendesk Suite

Razões para mudar para o Zoho Desk

As said before, because of its clean interface, minimalista dynamic and fast response.
Sudhanshu
Classificação geral
  • Setor: Serviços ao consumidor
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

Love Zoho Desk

Avaliado em 13/02/2023

My overall experience with Zoho Desk has been great so far, managing the items becomes handy and...

My overall experience with Zoho Desk has been great so far, managing the items becomes handy and easy with zoho desk

Vantagens

I highly recommend Zoho Desk as a customer support and ticketing software. It is user-friendly and intuitive, making it easy for my team to navigate and manage customer inquiries.

Desvantagens

I dislike that the software can be a bit slow to load at times, which can be frustrating when trying to quickly respond to customer inquiries

Stephanie
Stephanie
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 10 000+ funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Zoho maintains automated tickets that are easy to attend to

Avaliado em 05/04/2023

Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our...

Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.

Vantagens

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

Desvantagens

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

glory
glory
Classificação geral
  • Setor: Pesquisa de mercado
  • Porte da empresa: 2 - 10 funcionários
  • Usado Semanal durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Great Value for money

Avaliado em 26/05/2023

It helps me lower my work loads and keep new customers. The scheduling and automation is really...

It helps me lower my work loads and keep new customers. The scheduling and automation is really great.

Vantagens

It's easy to use, has more features, is less complex unlike other apps and the pricing is far lower than others with great value.

Desvantagens

It gives lots of value for the price. All great.

Dnyanoba
Dnyanoba
Classificação geral
  • Setor: Indústria farmacêutica
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Zoho for Customer management

Avaliado em 07/03/2023

Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT...

Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT department for resolving ticketing of internal employees.

Vantagens

Software is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.

Desvantagens

Desktop application is not available and to get started with zoho desk need lot of modification in the computer system.

Alternativas consideradas

Zendesk Suite

Razões para escolher o Zoho Desk

Zoho desk has multiple options and low cost of operation and aslo handles lot of tickets.

Software anterior

Freshdesk e Zendesk Suite
Armando
Classificação geral
  • Setor: Escritório de advocacia
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

My experience with Desk

Avaliado em 19/02/2024

Vantagens

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Desvantagens

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.

Rachel
Rachel
Classificação geral
  • Setor: Serviços meio ambientais
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

An easy-to-use tool with great built-in features for a good quality customer service

Avaliado em 27/12/2023

Compared to other customer support tools, it is cheaper. I use it every day and still discover new...

Compared to other customer support tools, it is cheaper. I use it every day and still discover new possibilities of use!

Vantagens

Once you learn how to navigate in the settings, you can access so many advanced features - you can set your own rules for the entire ticketing system, create automatic replies and message templates, create surveys, etc.

Desvantagens

It is easy and intuitive to learn to use it for the basic ticketing system, however, it takes some time if you want to dive into its more advanced features for the rules creation.

Ar-jay Angelo
Classificação geral
  • Setor: Fabricação de alimentos
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Solid Help Desk Solution for Growing Teams

Avaliado em 17/09/2024

Zoho Desk is a reliable support platform with great automation, but the user interface could be...

Zoho Desk is a reliable support platform with great automation, but the user interface could be more streamlined for better usability.

Vantagens

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

Desvantagens

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

Andrei
Classificação geral
  • Setor: Contabilidade
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Pleased with Zoho Desk

Avaliado em 04/05/2024

Overall Zoho Desk is a great app in managing customers issues. Really helped the company with...

Overall Zoho Desk is a great app in managing customers issues. Really helped the company with customers issues.

Vantagens

Setting up the app was very easy an fast. It has a clean UI and everybody had no trouble learning how to use it. Is really fast, having 3000+ customers is not easy, every 5 minutes one needs support and Zoho Desk really make the support team a easy job.

Desvantagens

There are some very small things but does not worth mentioning because they are far from a deal breaker. Other will not even notice them.

Omid
Omid
Classificação geral
  • Setor: Hardware
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Zoho Desk for Help Desk Ticketing

Avaliado em 07/12/2023

We can’t function without zoho desk. It has greatly improved our productivity and customer...

We can’t function without zoho desk. It has greatly improved our productivity and customer experience.

Vantagens

Zoho desk has been a critical part of our company by helping us stay on top of customer issues and tracking statuses.

Desvantagens

Customizable organizational options would be helpful.

Ashley
Classificação geral
  • Setor: Roupa e moda
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 10.0 /10

Zoho + Communication = Happy Customers

Avaliado em 19/10/2023

With this software, our company is able to assist over thousands of customers on a daily basis with...

With this software, our company is able to assist over thousands of customers on a daily basis with they equipment.

Vantagens

The most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful

Desvantagens

One feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system

Murat
Classificação geral
  • Setor: Aparelhos médicos
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Highly recommended

Avaliado em 08/02/2024

It is useful. Serves it purpose welll. Great suppport from Zoho.

It is useful. Serves it purpose welll. Great suppport from Zoho.

Vantagens

Full featured support and ticketing system for excellent price.

Desvantagens

Like many Zoho products, they are stand alone and integration between Other ZOHo products and Desk is not ideal.

Brandon
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Efficient customer support management

Avaliado em 12/10/2023

Zoho Desk has allowed us to effectively manage our security incidents and requests, providing...

Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers.

Vantagens

I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.

Desvantagens

At times, it can be a bit limited in terms of fully accommodating our specific security needs.

Christine Rose
Classificação geral
  • Setor: Seguros
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Semanal durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

The Best Help Desk Software

Avaliado em 09/02/2024

Vantagens

Ticket assignment has been made easier using Zoho Desk. It helps me reach out to different departments in my company easily whenever I need any kind of support. I love that we get a ticket number for tracking which issues have been resolved and are still in progress.

Desvantagens

I filled out the form halfway and accidentally clicked on the tickets tabs, when I got back to completing the form I realize that I had to start from scratch. I hope there's some kind of history or "resume where you left off" button

Alejandro Enrique
Alejandro Enrique
Classificação geral
  • Setor: Telecomunicações
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

With Zoho Desk, your organization offers the best omnichannel customer service.

Avaliado em 09/06/2023

The Technical Support team of a technology company is perhaps the part of the organization that is...

The Technical Support team of a technology company is perhaps the part of the organization that is more in contact with end users, from here start all the requirements, fault reports and claims for the same provision of services, having a tool that allows direct contact with users by providing the means to approach our organization leaves very high quality of service and satisfaction of the same customers, Zoho Desk with the quality and multiplicity of functions allows both our team and the same customers to have a pleasant experience with the Technical Support group and incidentally with the organization which is left with an excellent impression to customers.

Vantagens

As a member of the Technical Support group I can say that we are facing one of the most complete tools and that facilitates our work with customers, allows automatically creating tickets for the different incidents that users present and thanks to the predefined rules of assignment to each role these tickets are assigned to each member of the different groups that make up technical support; We can as administrators create profiles and assign or remove members in a simple way; analyze the management times of the tickets which is a point of vital importance due to the different types of customers because it affects the service level agreement, real-time notifications to users of the tickets created and the evolution of the same, finally the integration with CRM allowing you to view customer data for future contacts.

Desvantagens

Having a tool that allows us to be in contact with our customers regardless of the communication channel (chat, telephone, social networks, etc.) is to strengthen the commercial and social relationship between the two, Zoho Desk has fully met the expectations of a tool to create customer requests and for those cases where we have had some difficulty the technical support has intervened promptly, so far nothing negative I can say about the tool.

Himanshu
Himanshu
Classificação geral
  • Setor: Logística e cadeia de fornecimento
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Best CRM for your business!!

Avaliado em 10/12/2023

A very reliable and trustworthy dashboard and with cloud support, we can access it from anywhere.

A very reliable and trustworthy dashboard and with cloud support, we can access it from anywhere.

Vantagens

Zoho Desk has an easy to use interface. It incorporates so many new functionalities on the dashboard.

Desvantagens

Some of the icons difficult to understand. More work needs to be done on it.

Diwakar
Classificação geral
  • Setor: Pesquisa
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Best tools for customer service and customer communication.

Avaliado em 29/11/2023

Vantagens

Ticket customization and best automation tools to respond customers. The UI interface is very easy to use. Customer service is the best in class as they come up with resolution very fast.

Tracking of customer complain is easy, email, live chat. SMS are the best features available in this tools.

Desvantagens

No major dislike, but in free plan we are not able to use full features.