Zoho Desk for Microsoft Teams

Context-Aware Ticketing – It gives agents full context for each customer, including past interactions, making support more personal and efficient. Automation Tools – Workflow rules, SLAs, and AI suggestions (via Zia) help reduce repetitive tasks and speed up response times. Multi-Channel Support – You can manage emails, chat, social media, and calls from one place without juggling platforms. Customizability – You can tailor the interface, fields, and workflows to match your business process, even in the lower pricing tiers. Self-Service Options – The knowledge base and community forums are easy to set up and encourage customers to find answers themselves. Value for Money – It offers a solid feature set even at lower tiers, which is rare among competitors.

1. Clunky User Interface The UI can feel outdated and unintuitive. Many users report that it takes too many clicks to perform basic actions, and the layout isn’t always logically organized. 2. Steep Learning Curve While it’s feature-rich, Zoho Desk isn’t very beginner-friendly. New users may find it overwhelming and poorly guided during onboarding. 3. Slow Performance Some users experience lag, especially with large volumes of tickets or during peak hours. 4. Mobile App Limitations The mobile app lacks many features found in the desktop version, and it can be buggy or slow to load. 5. Customization Complexity While Zoho Desk allows deep customization, it’s not easy. It often requires technical knowledge or the use of Zoho’s scripting language, which isn’t accessible to all users. 6. Inconsistent Customer Support Ironically, a helpdesk tool’s own support can be slow or unhelpful. Users sometimes report delayed responses or having to escalate repeatedly. 7. Integration Frustrations Although it integrates well with Zoho’s own suite, third-party integrations (like Slack, Jira, etc.) can be limited or unreliable.

Problems Zoho Desk Solves: 1. Scattered Customer Communication It centralizes support requests from email, chat, phone, social media, and web forms into one dashboard. 2. Poor Ticket Management It organizes and tracks support tickets efficiently, assigning them to the right agents automatically with SLAs and priority rules. 3. Lack of Accountability & Visibility Managers get detailed analytics and reports to monitor performance, response times, and customer satisfaction. 4. Inefficient Workflow Automation features (like macros, workflows, and blueprints) reduce manual work and speed up ticket resolution.

user friendly interface, customizable workflow

that they dont support tiktok integration

gathering all customer reach in one platform

Zoho desk has comprehensive set of features and looks promising to use.

Nothing at the moment, we are still evaluating it.

Managing customer tickets, and knowledge base.

Workflows and supervisor rules, allowing for automation of tasks and sending out emails to our staff.

Not being able to remove specific information from the "edit ticket" window, we personally don't need to see it, so we would like the option to remove it completely rather than having it uneditable.

Warranty tracking and following the process from start to finish.

The ease of integration with other Zoho products, the network of contractors available to assist with integrations and the capabilities of their knowledge base checked all the boxes for us. We're happy to be moving forward with our deployment.

The different zoho apps can be disparate and difficult to work together, but the desk/crm integration has been very clean thus far.

Establishing a knowledge base that we can integrate with both our web app and mobile app. Integration with CRM because we have a unique onboarding process where we involve CS early in the consideration process - so having a custom workflow has been really helpful.

Ease of use, simple UI and great experience. Great price. Quick implementation, great support and feature rich.

Till now we have not found anything specific to dislike.

Ticket management and support.

Zoho offers a platform where all the details are oraginsed at single place without making process complicated. The way tickets are sorted and assigned automatically has saved our team so much time.

If I had to pick one thing then it would be initial setting up of process and knowledge bytes

Zoho Desk helped us organize all customer queries in one place, making it so much easier to track, respond, and stay on top of everything. It’s saved us a lot of time and made our support team way more efficient.

When you configure it by your needs it just works. And super like you can jump from one trial version to another in few clicks, you really can till trial end know what you will get for your money.

Its a little hard to configure and it have A LOT settings.

Customers now can contact me in more ways, and I have all tickets in one place and don't need to search all my inbox, or try to remember what and who ask me what over phone.

Zoho tickets system is really good when comes to integrate issue resolving system.

there are no such proplem i found in zoho.

complaining system

predictive dialer to me is a game changer

nothing negative to say over all a great experience

they do what other companies dont do which is thay do more for there customers then anyone would they are creating raving fans