キャプテラ - 企業の最適な
ソフトウェア選びをサポートし15年

Zoho Deskとは

カスタマー・サービスをビジネスの中心に据えましょう。エージェントの生産性やマネージャーの影響力が高まり、顧客の意見を取り入れやすくなります。

Zoho Deskの製品詳細

良いポイント:

The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.

改善してほしい点:

No alerts to end user when the ticket is passed from one agent to the next.

Zoho Deskの評価

評価ポイント

使いやすさ
4.4
カスタマーサービス
4.3
機能
4.5
価格の妥当性
4.5

おすすめ度

8.5/10

Zoho Deskの総合評価は4.5/5です。 (キャプテラに寄せられた2,143件のレビューより集計)。

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レビューを絞り込む (2,143件)

Derek
Derek
CEO
認証済みLinkedInユーザー
非営利団体運営, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

A great tool for managing your brand and supporting customers

3.0 3 年前
動画プレイヤーで日本語字幕を表示できます
Sarah
Sarah
アメリカのSystem Administrator
認証済みLinkedInユーザー
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

The gold standard in customer service!

5.0 2 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

Allan
オーストラリアのHead of Information Security
教育管理, 201~500人規模の会社
使用期間: 1~5か月
投稿経路

A great start to a ticketing system

5.0 2 か月前 新着

製品を使ってみた感想: It is a good experience for the price point.

良いポイント:

It's very simple to use and has heaps of powerful features

改善してほしい点:

There are missing "complex workflows" that would make our teams life easier

Matt
英国のOwner
コンピュータ・ソフトウェア, 自営業
使用期間: 1年以上
投稿経路

検討した類似製品:

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

3.0 2 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

Enrico
アメリカのCustomer Service Manager
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

My Experience With Zoho Desk

5.0 2 か月前 新着

良いポイント:

I like the knowledge management features It comes with amazing help desk support features

改善してほしい点:

Zoho Desk has been great and no issues yet.

Armando
メキシコのClient Success Manager
弁護士業界, 201~500人規模の会社
使用期間: 2年以上
投稿経路

My experience with Desk

5.0 2 か月前 新着

良いポイント:

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.

改善してほしい点:

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

Bolortuya
カナダのBusiness Operations Manager
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 1~5か月
投稿経路

Zoho review

3.0 4 か月前

良いポイント:

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.

改善してほしい点:

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.

Leroy
パナマのIT
情報技術、情報サービス, 2~10人規模の会社
使用期間: 2年以上
投稿経路

Zoho Desk all in one help desk

5.0 3 週間前 新着

良いポイント:

This is the perfect suite for supporting clients, with multiple integrations for chat, CRM, and other communication channels.

改善してほしい点:

In the customer section, segments are needed for criteria with domain email or business or home clients.

VEERESH
インドのSnr Manager
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

One stop solution for your daily Impact operations

5.0 4 週間前 新着

良いポイント:

User interface and the user experience is good compared to other CRM tools

改善してほしい点:

support is zero if at all i want to talk to the team

Murat
アメリカのCEO
医療機器, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Highly recommended

4.0 2 か月前

製品を使ってみた感想: It is useful. Serves it purpose welll. Great suppport from Zoho.

良いポイント:

Full featured support and ticketing system for excellent price.

改善してほしい点:

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

認証済みレビュアー
認証済みLinkedInユーザー
健康、ウェルネス、フィットネス, 2~10人規模の会社
使用期間: 1年以上
投稿経路
ソース:GetApp

Zoho Desk is pretty Good

5.0 2 か月前 新着

製品を使ってみた感想: Very good to use and easy to maanage, reports have to be better structured.

良いポイント:

Easy to use and comfortable user interface.

改善してほしい点:

Limited in free version and i needed to test its features.

Umang
アメリカのSr Director Data and Systems
非営利団体運営, 51~200人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

One of the best investments for our organization

5.0 4 年前

製品を使ってみた感想: Great - and their customer service is great as well.

良いポイント:

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

改善してほしい点:

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.

Shivam
インドのExecutive
人材派遣、人材紹介, 自営業
使用期間: 1年以上
投稿経路

検討した類似製品:

The best Ticket dealing with stage that is a business fundamental device"

4.0 昨年

製品を使ってみた感想: Many highlights and various ways of communicating with potential client base. As a web engineer, coordinating it into my site was shockingly simple and smooth. We see a ton of potential for smoothing out our deals cycle decreasing information section errands while having the option to arrive at additional clients consistently, without the requirement for a meddlesome contact structure and call that a ton of the more youthful customers are staying away from in these business sectors.

良いポイント:

There is no Work area application for Zoho Work area, a vital missing element. The alternate route symbol for Late things might have been set better, perhaps in the top header menu rather than in the footer. The footer menu should be more noticeable, as it is unrecognizable on more modest size screens.

改善してほしい点:

The easy to use android and IOS applications are one of the most outstanding elements of Zoho Work area, which I like the most. Different highlights which I likewise respect are-It furnishes a basic gadget code with a couple of snaps once you choose to coordinate it with your site or application; you can undoubtedly follow your tickets in general and specialists from the dashboard interface; you can embed labels with each pass to bunch them into explicit classifications for examination and investigating.

Lillian
Lillian
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Zoho Desk makes troubleshooting and customer service easy

4.0 昨年

製品を使ってみた感想: Zoho Desk is now being utilized by our customer success and professional developers, and has helped us keep track of all the questions and concerns raised by our existing clientele and respond to them as quickly as possible.

良いポイント:

We've incorporated Zoho Desk into our web app so that our existing customers can submit issues detailing the issue they're having and including screenshots and a description of the process they went through to get there.

改善してほしい点:

There is a critical lack of functionality in Zoho Desk due to the lack of a desktop application. The Recent tab's quick access icon might have been positioned more conveniently, perhaps in the main header menu as opposed to the footer.

Warren
英国のGeneral Manager
情報技術、情報サービス, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

Zoho - One of the best ticket systems around

4.0 昨年

製品を使ってみた感想: The initial setup was quick and easy, and since then it has been very smooth. The team enjoy using the software, the customers are feeling the benefit of the reliable ticket features.

良いポイント:

The best bit about the software is that my team enjoy using it. It's user friendly, and visually appealing. The setup was also very pain free. Couple hours and we were ready to go.

改善してほしい点:

We miss the FAQ's section of our previous helpdesk supplier. This is so handy and is really something that needs adding to Zoho.

認証済みレビュアー
認証済みLinkedInユーザー
法律サービス, 自営業
使用期間: 2年以上
投稿経路

My office manager my secretary and my bodyguard

5.0 2 年前

製品を使ってみた感想: 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

良いポイント:

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

改善してほしい点:

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

Alex
コロンビアのSystems Analyst.
通信, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

A really good product, complete and easy to use.

5.0 11 か月前

製品を使ってみた感想: For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain and even increase it as much as possible, we implement new techniques to favor customer relationships and generate trust and an overall exceptional experience while they are using our services, It is here where Zoho Desk takes the place and plays an important role because thanks to its implementation, we managed to improve response times to their requests, customer service agents can view and manage tickets more efficiently and easily, which has allowed us to respond to their queries quickly and effectively; This has undoubtedly led to a significant increase of approximately 40% in their satisfaction, we have really benefited from the use of Zohk Desk.

良いポイント:

The UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities.

改善してほしい点:

Really have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance.

認証済みレビュアー
認証済みLinkedInユーザー
使用期間: 1~5か月
投稿経路
ソース:GetApp

Awesome Software

5.0 6 年前

良いポイント:

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.

改善してほしい点:

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!

Angelica
エクアドルのUniversity Intern
認証済みLinkedInユーザー
薬品, 501~1,000人規模の会社
使用期間: 無料トライアル
投稿経路

Optimize Your Support Processes with Zoho Desk: A Critical Review

5.0 10 か月前

製品を使ってみた感想: I had the chance to use Zoho Desk as an intern in the university's pharmaceutical research and development division to handle customer service enquiries pertaining to our research projects. The application was effective in managing and resolving customer issues. We were able to properly track and prioritize requests using its ticketing system, resulting in prompt responses and resolutions. Our connection with customers was streamlined because to the automated capabilities, like email templates, which ensured consistency and saved time. The collaboration tools in Zoho Desk enabled our support team members to communicate and coordinate easily. Overall, Zoho Desk greatly enhanced our customer care procedures, allowing us to give our stakeholders timely and effective service.

良いポイント:

Numerous benefits are available with Zoho Desk for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates.

改善してほしい点:

Even though Zoho Desk has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability.

Sophie
Sophie
アメリカのOffice Administrative
認証済みLinkedInユーザー
機械工業, 11~50人規模の会社
使用期間: 1年以上
投稿経路

powerful and efficient customer service

5.0 8 か月前

製品を使ってみた感想: Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication is impressive. Efficiency and communication management is improved with this platform.

良いポイント:

I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.

改善してほしい点:

At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.

Goma
ネパールのInstructor
非営利団体運営, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

User Friendly Help Desk Software with Excellent Customer Support

5.0 12 か月前

良いポイント:

One of the biggest pros of using Zoho Desk is its ease of use. The software is straightforward and intuitive. They have an excellent customer support, which is crucial when dealing with technical issues. Another pro of using Zoho Desk is its customization options. The software allows me to customize various aspects, such as ticket fields, layouts, and workflows, to match my business requirements.

改善してほしい点:

While the software offers excellent value for its price, the costs can add up, especially for small businesses. Another suggestion for Zoho Desk is to provide more comprehensive reporting options. The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance.

Yanyu
アメリカのSenior Data Scientist
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Improve customer satisfaction and the efficiency of your services

5.0 7 か月前

製品を使ってみた感想: The efficiency and competence with which this initiative has been launched is commensurate with the degree of support we had hoped to achieve. Our customers benefit immensely from its ease of use and practicality, notably in contact management, allowing us to answer their questions and handle their issues. If you want to invest in your infrastructure, use this program. The deployment of this system has been crucial in cutting down on costs connected with providing support to customers. Thanks to its handy features, you'll be able to respond to any concerns that arise from customers.

良いポイント:

The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys. Increased client satisfaction is a result of these additions. Zoho Desk is often recognized as the best option for efficiently meeting customers' requirements.

改善してほしい点:

This one's UI could be more polished than other applications in your specialty.

Palash
インドのCustomer Success Head
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Very user-friendly support desk

5.0 2 年前

製品を使ってみた感想: Overall its a very good software in terms of usability. Happy with this.

良いポイント:

User friendly Easy to setup Handles almost all requirements Knowledge base functionality is also good Good Automation

改善してほしい点:

- Searchability of tickets is an issue. Search with ticket number and many other parameters does not work properly - Zoho changes it pricing/ features in certain tier to make us shift in pricing tiers. The features once subscribed should not be changed for old users. - Once started, switching this software is not possible because of so many support articles added in knowledge base

Neha
インドのTax Consultant
認証済みLinkedInユーザー
経営コンサルティング, 10,000+人規模の会社
使用期間: 2年以上
投稿経路
ソース:GetApp

Excellent CRM software with clean interface

4.0 6 年前

良いポイント:

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.

改善してほしい点:

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.

Jeff
アメリカのVP
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 2年以上
投稿経路

do not recommend

1.0 昨年

製品を使ってみた感想: As I mentioned in cons, support is horrible and they need to focus on getting current modules working without bugs rather then what additional modules they can create to charge people for. I be happy when our company finally pulls the trigger and goes with another vendor.

良いポイント:

Pros-It does work with Zoho CRM and logs tickets in CRM

改善してほしい点:

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.

Joel
アメリカのIT Specialist
不動産, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Basic but functional

4.0 5 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.