Zoho Desk Comentários e detalhes do produto
Zoho Desk é um nome de longa data em sua categoria que oferece ferramentas de automação ricas em recursos que ajudam a tornar o trabalho de seus agentes mais fácil e eficiente. Um de seus recursos mais elogiados inclui um assistente de IA que pode identificar palavras-chave e opiniões repetidas no texto dos clientes para analisar o humor e o sentimento do cliente. Essas soluções inteligentes são combinadas com etiquetas automáticas para tickets. Você também pode enviar notificações automatizadas sobre o andamento do ticket, atribuir tickets a agentes específicos e atualizar registros por meio da plataforma.
| Capacidades |
|
|---|---|
| Segmento |
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| desenvolvimento | Nuvem/SaaS/baseado na Web, Android móvel, iPad móvel, iPhone móvel |
| Suporte | 24 horas por dia, 7 dias por semana (representante ao vivo), bate-papo, e-mail/Help Desk, perguntas frequentes/fórum, base de conhecimento, suporte por telefone |
| Formação | Documentação |
| Idiomas | Inglês |
Zoho Desk Prós e Contras
- Há muitos recursos de relatórios que fornecem informações sobre o cliente e dados de desempenho do agente
- Uma variedade de modelos está disponível para ajudá-lo a responder aos clientes de forma rápida e eficaz
- Você obtém insights em tempo real sobre as operações de suporte
- Há um bom plano gratuito para novos usuários
- A riqueza de recursos oferecidos pode tornar mais difícil para iniciantes pegar o software.
Very easy to use Easy to implement Features provided are awesome
Nothing to dislike yet. Just need to familiarise myself with the software
Keeping track of our support queries via email and having no analytics at this point in time
Customer support is good and helped a lot to integrate
Documentation for integration can be improved
Easy ticketing, and customer support
The ease and centraliziation of the program! It is compatible with our microsoft teams and is user friendly! We use this program every day so its been great so far!
Nothing to dislike as of right now! We are still in the beginning stages but so far so good.
Centralizing all of our customer communications and tickets in one simple platform
I particularry like the way everything just works. It just gets aling withoout the steep leanring curve like the competitors. The interfaces are easy easy to use and implementing when ready is instantly.
well, sometimes it can just be al little to much
Easy of use having all platfomrs needed in just one single environment.
Ease of use and control, it's perfect for tracking your work and ensuring your targets are being met. The team were fantastic to speak to and answer any questions iI had to get the platform up and running as somebody who had never done so before.
It could improve with a function based on timing, such as a calendar.
It's solving the issue of losing emails in individual inboxes should somebody take annual leave or move on, all history of their work and interactions being available to all staff is very helpful and time considerate.
Zoho desk is very user friendly & ease to use. It is also easy to integrate with your App. Also Zoho team support is great and anyone can easily connect with them anytime. It is robust and costs significantly less that its competitors. It has allowed our team to manage all client requests and problems in a timely manner. It also provide toolkit to set up web form, interactive CS button, and help center that's why it is ease of implementation our requirements. The ticketing features that are utilized by our team allow for team collaboration and tracking in order to ensure that all outstanding matters are addressed and documented
Currently exploring all it's feature. We'll update when i face any issue.
It helps us to resolve our contractors issue easily & on time. We can also do analysis of all raised tickets.
The part we like most about Zoho Desk is how easy it is to integrate into custom built software.
Takes a bit of time to get used to the UI/UX
It's creating a digital bridge between my support team and the end user(s).
Desk helps us do the customer support work much easier. Truly exceptional.
Customer support can be a little quicker. Now it is taking a few hours to be responded.
Maintaning a good dashboard with all customer tickets and ease of accessing it.
Integration Assis, system remote app and control rules acess this agents .
Front End could be more simplified and cleaner.
Support client's in my businnes.
Zoho Desk's user-friendly interface, knowledge base integration, and scalable design empower businesses to deliver exceptional customer support experiences.
The Zoho Desk mobile app may have limited features compared to the desktop version, posing challenges for users heavily reliant on mobile access.
Zoho Desk addresses the challenge of managing customer queries from multiple channels, offering a centralized solution that significantly enhances our efficiency.
all tickets can be raised great experience while using this app
nothing everything is perfect i have no bad experience
handle complaints
Possibilidade de usar inteligencia artifical, aparencia e configurações intuitivas são pontos fortes
Suporte tecnico e base de conhecimentos em ingles. Isso pode dificultar um pouco a implementação
Gerenciamento de chamados e contatos. Não perder mais atendimentos dentro do SLA é o mais importante
Invoicing system it comes in handy cause it automated
Not enough payment gateways like Payfast
It brings everything under roof
intuative and easy to use, can configure it pretty quick
lots to configure but at least its custom to you
internal ticketing and customer managment
structure, tutorials, support, follow up, help
would be great to have something like a wizard setup
tracking
The strength of its API functionality that allows system integration into internal processes and automation has helped us reduce redundant data inputs. It gives the capabilities to query the data collected in the portal of the ZOHO Desk and reuse the data internally to have a completely automated system.
Some API features don't return the data in the expected optional parameters. Multiple queries are needed to get all the data used internally for the automation we have implemented.
Single point of visibility and tracking capabilities when customers request service or support. This visibility is from the customer perspective and for tracking internal processing to ensure quality care is reached for every helpdesk situation.
Easily Track helpdesk tickets and other issues
I have found none so far, the software is comprehensive
Tickets, hardware, software
Fast, Multiplatform and ease of use and quick to access
nothing at this point, as I use it it does what I need
Quick remote access to machines in multiple locations throught the area
Zoho Desk is admired for its intuitive design, adaptable features, and a thorough ticketing system, making customer support seamless.
There is nothing about zoho desk, which I'm not like. Zoho desk is of superb features.
Zoho Desk helps me to manage customer communication smoothly by organizing messages and questions. This benefits businesses, by making it easier to handle customer issues, respond quickly, and keep everyone on the same page, improving overall customer satisfaction.
We are evaluating service desk apps for our logistics, IT and vehicle maintenance operations to support internal customers in a small (100 employees) local government entity). So far we are considering Autotask, ShopMonkey, ManagerPlus/Eptura, and Zoho Desk. The following notes are based on our evaluation so far. ○ Support has been responsive and helpful during our evaluation. ○ They provided a free one-hour orientation to help us get started ○ How the app is structured is much simpler to understand than AutoTask or ManagerPlus/Eptura. Autotask in particular is overwhelming in its configuration, although that makes it more customizable. We don't much experience yet with ShopMonkey ○ It offers SSO integration with Microsoft 365, which we also use ○ It appears to be easy to adapt to use with internal customers. ○ The offer some level of onboarding for free. Autotask quoted us over $1,000 for basic onboarding. ○ Multiple pricing levels are available, and even the highest is about half the cost per user of Autotask or ManagerPlus/Eptura
○ App does not appear to be as customizable as AutoTask. For example the "Accounts" construct cannot be renamed to internal departments or locations. ○ So far, email integration and SSO configuration is confusing, but we have not reached out for help from Zoho with those yet.
Our internal support staff receive requests from internal users for repairs, supplies and support. We need a solution to receive requests and automatically communicate status back to all employees that are affected by the ticket (other employees in the same department or location). We also want to track and communicate the status of requests that require multiple steps, track the cost of requests on a per-department basis and facilitate getting management approvals when needed
