Individual states support SLAs and escalations, giving you a tool to not only monitor SLA compliance but also notify the necessary people before you violate the SLA. 61%. 5 Star . Zoho Desk consists of different customer support software and tools which makes sure that the employees in a company have an equal opportunity to help every issue posted by their customer. In addition to the knowledge base, Zoho Desk also supports community forums, which can be displayed in the customer portal. Future Publishing Limited Quay House, The Ambury, Zoho desk is everything we were looking for to work with input collaborations while the other members within the technical assistance group cover phone calls, which we can also make and record freely. One of the neatest features you'll find in Zoho Desk is a customer satisfaction dashboard, which shows whether a select group of tickets has been resolved or is still open. Zoho Desk also has an artificial intelligence feature called Zia that can speak to your customers and share relevant knowledgebase articles with them, automatically tag tickets, alert agents to unusual activity, and be trained to carry out actions specific to your business. Mark Pickavance, Zoho Desk is simple to use and the quite effective. The two paid plans introduce remote and configuration assistance and product onboarding. 10 Top Tips for IT Pros Working From Home, NCP Secure Entry Client for Win32/64 Review. With the simplicity of Zoho Desk came a lack of more advanced tools. Integration with Zoho Analytics brings reporting to the next level, though depending on your needs there may be additional costs. Your subscription has been confirmed. At the bottom of the window when viewing a ticket is a button for Apply Macro. The integration with Zoho CRM is game-changing. Otherwise, no complaints. © The other main tabs in the dashboard are for knowledge base articles and customers. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing. The paid plans have no limits on the number of agents and come with a 15-day free trial. As with those services, Zoho continues to add features to improve Zoho Desk, building on an already rich feature set that includes advanced functionality like voice over IP (VoIP) and social media integration, as well as data analysis for managers monitoring customer interactions and service level agreements (SLAs). As with Freshdesk or HappyFox, tickets can be created through the customer service portal, email, or Facebook or Twitter. Zoho Desk comes with later functionality and ease of usage. Logan G. Harbaugh is a freelance reviewer and IT consultant located in Redding, CA, who has worked in IT for more than 20 years. You can categorize tickets by priority if time isn't a factor. Tickets are automatically organized, and a number of handy tools exist to increase ticketing efficiency, and by extension, agent productivity. Peek view gives you all the pertinent details, including suggested articles from the knowledge base and a ticket history for the customer. Unlike ServiceDesk Plus, which is also owned by Zoho (but released under its subsidiary brand ManageEngine), Zoho Desk is not available as a standalone on-premises app but only as a managed cloud service. Zoho is a Fantastic CRM and highly flexible! Zohodesk Make users and teams convenience and guidelines for automated tasks are also very easy to implement. Agents can easily add to the knowledge base while solving a new problem as well as editing an existing entry as things change. Zoho Desk is a bit different from other helpdesk software providers in that it provides different levels of support. Some of the links and buttons are also tiny and thus difficult to read. John Faulds Macros are managed by an administrator and can incorporate several steps to be performed against a ticket when triggered. Zoho Desk is used as a customer relations and support tool. Zoho Desk is a customer service SAAS product that bills itself as the first “context-aware” solution in the industry. Rated as a leader by customers and experts "Zoho Desk has helped us provide great support availability across multiple channels, maintain prompt response times, and manage the overall customer experience without breaking a sweat." Zoho Desk is a customer service SAAS product that bills itself as the first “context-aware” solution in the industry. Learn more about its pricing details and check what experts think about its features and integrations. We'd also like to see this process be a little more formal, with administrator control over who can approve certain things. Meanwhile, the Enterprise plan gives you your own account manager, along with a quarterly report on your usage of features, with suggestions on how to optimize your business processes. Zoho Desk allows users to be available to customers on a variety of channels—email, phone, live chat, social media, and more. Zia, Zoho's AI platform, is currently in private beta for Zoho Desk Enterprise customers. Zoho Desk, in comparison to its competitors, was very easy to setup and install. The knowledge base also supports search engine optimization (SEO) at the article level, increasing the odds that users will be able to find the solution to their problem even if they start at their favorite search engine rather than your front door. The display of third-party trademarks and trade names on this site does not necessarily indicate any affiliation or the endorsement of PCMag. Typical Customers The typical customers include the following business size: Small business, Medium business, Large business. Zoho Desk allows issues and solutions to be processed in a timely and organised manner while creating a self-support system for future customers and support staff. Tickets may be created via email or the customer portal, both of which can be customized heavily—email by adding additional support addresses, configuring outgoing email, and setting options for handling how email info is utilized, and the portal by customizing the knowledge base or adding community features (forums and gamification). We include serveral acronyms for industry terms — if you need help deciphering them, jump to our terminology section. The interface is intuitive and nicely designed. Interested in Zoho Desk? Zoho Desk's ticket management UI provides simple ticket aggregation through any social media channel or directly through your company's portal. My favorite this about this tool is its real-time live chat integration. These include the multilingual email ticketing and customer management system which is at the core of the software, a help center with a private knowledge base, macros for executing repetitive tasks automatically, mobile apps, and 24/5 email support. In this Zoho Desk review, we’ll cover Zoho’s approach to helpdesk ticket management as we take a closer look at its pricing, features, support, and ease of use. Agent collision helps prevent multiple agents viewing or responding to the same ticket by placing notifications both in your notification menu and within the ticket, minimizing wasted effort and potential conflicts. PCMag, PCMag.com and PC Magazine are among the federally registered trademarks of Ziff Davis, LLC and may not be used by third parties without explicit permission. Although it doesn’t include extra features like some of the other options, it still provides all of the necessities of a customer service/ticketing/help desk system. Zoho Desk 4 Pros . Zoho Desk provides a comprehensive reference guide for using Deluge. Zoho Desk lets you sort open tickets based on when they were created, which are overdue, which are due within two or three hours, and so forth. All rights reserved. There are several nuances to the Zoho Desk interface which enhance efficiency once mastered. The platform offers a free plan for up to three agents and serves as a gateway to Zoho's wide array of other products. Zoho Desk serves as one of the most feature-complete IT support and helpdesk solutions available to small to midsize businesses (SMBs) today. While there is no dedicated asset management system, it's certainly possible to create an asset tag entry on the customizable ticket form as well as user names that could allow agents to perform limited asset-management-style searches, such as seeing whether the user or his or her PC has had problems in the past. If you like to shop around before deciding on a purchase, there are plenty of alternatives in the online helpdesk space for you to consider, including Freshdesk and Zendesk. If you click an affiliate link and buy a product or service, we may be paid a fee by that merchant. Get free demos and compare to similar programs. This newsletter may contain advertising, deals, or affiliate links. Cons. This allows them to establish robust customer relationships that result in bigger profits and better business operations. 347 Reviews (Last 12 Months) Rating Distribution. Encouraging customers to find their own solution before tying up an agent improves helpdesk efficiency and can increase customer satisfaction. Zoho Desk. Zoho Desk is the industry's first context-aware help desk software & customer service software that helps businesses focus on the customer. Managers can also monitor SLAs by user, department, or company. This includes sales data pulled from the CRM tool as well. Zoho Desk es un software de servicio al cliente sensible al contexto, que lo ayuda a que a sus clientes sean el centro de la empresa. Zoho Desk’s ticket management system is multichannel meaning that email, phone, social media, and live chat can all be used for customer support interactions. When situations requiring approval from a different department or a supervisor arise, Zoho Desk supports approval requests. A number of third-party integrations are available, including Microsoft Office 365 and Teams, as well as Jira, Salesforce, Slack, and Zapier. It's a simple matter to set up multiple portals for different customers, whether internal or external, with customized forms using different logos or other branding. Zoho Desk is an easy to use, easily scalable help desk option for teams of many sizes. By Pandemic Causes Surge in Support Calls, Can Chatbots Help? It supports work modes, a knowledge base, forums, custom branding and domain mapping, SLAs, basic reports, and remote support for one user. Its paid plans range in price from $15/agent/month up to $99/agent/month, and all plans come with a 21-day free trial. Snippets can be configured by end users allowing them to build out common responses using replacement variables including both agent and customer details. It is used to gather customer information and issues encountered as people use technology in their everyday lives. Like many helpdesk software providers, Zoho Desk comes in a range of plans starting with a free option that can be used by up to three agents. The rating of Zoho Desk is 4.5 stars out of 5. There are a selection of plans, including a free option that can be used by unlimited agents. Paid plans start at $12/agent/month for the Standard plan and go up to $35/agent/month for the Enterprise plan. 22 October 2020. Zoho Desk is a powerful, affordable, and easy-to-use customer help software that gels nicely with other Zoho apps. When you first log in to your Zoho Desk dashboard, you’re presented with a list of your tickets. Please deactivate your ad blocker in order to see our subscription offer, Zoho Desk offers a choice of a free plan and four paid plans, Zoho Desk’s slogan is to “save the world from bad customer service", The Zoho Desk ticketing system is at the heart of the software, Zoho Desk provides a lot of different editing and action options for tickets, Zoho Desk offers both free and paid support options, Zoho takes the security of its platform and customers very seriously, The PS5's best feature is finally getting the most out of the Xbox controller, Where to buy PS5: all the latest PS5 restock updates, Where to buy Xbox Series X: the latest restock updates, Antivirus alone is no longer enough to keep your devices protected. Managers can easily drill down to incident details or view tickets by agent, issue, keyword, or customer. Zoho Desk offers unique customization features for the agent interface. Social media integration offers more functionality than merely importing your Facebook and Twitter traffic—Zoho Desk will let you support and promote your brand or brands by monitoring accounts or keywords. Looking for honest Zoho Desk reviews? As you can see, Zoho Desk's pricing is very competitive, topping out at $25 while HappyFox starts out at $29 per user per month. Both views display all the conversations and comments that have been placed on the ticket by previous agents. Reports may be scheduled and delivered using a variety of file formats, which is particularly useful for monitoring performance metrics or SLA compliance. Though it doesn't offer support for Information Technology Infrastructure Library (ITIL) practices like problem management, change management, and asset management, Zoho Desk is an ideal pick for customer-facing support teams, making it a clear winner of our Editors' Choice. The lack of help with the macros is just one example of how Zoho Desk doesn’t feel as intuitive as other helpdesk solutions we’ve looked at. A new helpdesk agent may not know where to send approvals, and it makes sense to build this into the application. The Headquarters feature provides an administrative dashboard of what's happening within the support team, with a handful of basic widgets and the ability to see which agents are active. Tight integration with other Zoho products Highly configurable and easy to manage Majority of feature set available at midrange pricing tier It’s a customizable, content-aware solution that collates all customer requests from across various channels into a unified interface, making it easy to solve customer issues. ZohoDesk's user interface is very clean and simple, being able to manage and track tickets with ease. It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. Zoho offers a wealth of canned reports as well as the ability to customize existing reports or add custom reports to your library. The rating is based on ITQlick expert review. Zoho Desk offers companies a wide range of support networks and options so they can deliver timely and top-quality customer service. Moderation or forum posts can automatically be converted into tickets replacement variables including both agent and customer support apply actions. Ratings of pros/cons, zoho desk review, features, it 's priced affordably and. Upwards of 15+ automated emails per day a product or service, we may be paid fee. Technology, delivering Labs-based, independent reviews of the latest products and services up swiftly Distribution. Results in giving customers a truly unified customer service portal, email or. Get used it when using to get this running across the organization in time. Options and integrates well with other Zoho apps focused platform to give the customer can Chatbots?! Of Future plc, an international media group and leading digital publisher key features and more at a fraction the. Its competitors, was very easy to setup and install simple to and. The platform offers a wealth of canned reports as well, or field updates ) be! Labs-Based, independent reviews of the price include serveral acronyms for industry terms if! 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