15 anos ajudando empresas brasileiras
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Sobre Zoho Desk

Ofereça um atendimento ao cliente exemplar com recursos multicanal e multidepartamento, um poderoso assistente de inteligência artificial e a automação do Zoho Desk.

Saiba mais sobre o Zoho Desk

Vantagens:

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

Desvantagens:

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

Notas do Zoho Desk

Pontuação média

Praticidade
4,4
Atendimento ao cliente
4,3
Recursos
4,5
Relação qualidade/preço
4,5

Probabilidade de recomendação

8,5/10

O Zoho Desk tem uma classificação geral de 4,5 em 5 estrelas com base em 2.159 avaliações de usuários no Capterra.

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Filtrar avaliações (2.159)

Derek
Derek
CEO
Usuário do LinkedIn Verificado
Gestão de organizações sem fins lucrativos, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

A great tool for managing your brand and supporting customers

3,0 há 3 anos
Legendas em português disponíveis no player de vídeo
Avaliador Verificado
Usuário do LinkedIn Verificado
Consultoria de gestão, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Zoho Desk is Amazing but needs better design

5,0 ano passado

Comentários: 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

Felipe
Felipe
Ceo, Brasil
Usuário do LinkedIn Verificado
Atacadistas, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Ótima sistema de chamados

5,0 ano passado

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 .

Priscìla
Priscìla
Priscìla Costå, Brasil
Usuário do LinkedIn Verificado
Fotografia, Profissional autônomo
Usou o software para: Avaliação gratuita
Fonte da avaliação

Prático

5,0 há 2 anos

Vantagens:

A usabilidade é perfeita e muito prática

Desvantagens:

Não tenho o que reclamar com a ferramenta

Sanjay
Sanjay
Business Development Manager, África do Sul
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Zoho Desk- Efficient Support Tool

5,0 há 4 semanas Novo

Comentários: It's great. Good tool and does the job.

Vantagens:

Easy Setup Good 3rd Party Intergration Provides the user experience we need

Desvantagens:

There should be more telephony providers for more countries

Peter
Consultant, Dinamarca
Energias renováveis e meio ambiente, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Offers multiple options to help customers get their issues resolved quickly

5,0 há 2 meses Novo

Comentários: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Vantagens:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Desvantagens:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Nikita
Nikita
Marketing Manager CRM, Alemanha
Usuário do LinkedIn Verificado
Maquinário, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Mediocre Communication Management System

3,0 há 4 semanas Novo

Vantagens:

It has all the basic features that are requested.

Desvantagens:

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Liam
CMO, Reino Unido
Automotivo, 51–200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Keep your customers happy

5,0 há 2 meses

Comentários: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Vantagens:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Desvantagens:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Avaliador Verificado
Usuário do LinkedIn Verificado
Segurança de rede e informática, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

a very useful tool for organizations and MSP teams

5,0 há 10 meses

Comentários: 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.

Alternativas consideradas anteriormente: ManageEngine ServiceDesk Plus e SolarWinds Service Desk

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.)

Lisa
Recruiting and Employer Branding Specialist, Áustria
Serviços financeiros, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Creates an organized and collaborative teams for easy ticket resolution

4,0 mês passado Novo

Comentários: Experience an automated support, self-service management and professional customization.

Vantagens:

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Desvantagens:

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

Avaliador Verificado
Usuário do LinkedIn Verificado
Transporte rodoviário e ferroviário, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação
Fonte: GetApp

Zoho Desk Best Customer Support

5,0 há 2 meses

Comentários: Great support solution for tickets and addressing customer needs

Vantagens:

Easy features and smooth access to shortcut

Desvantagens:

Log in process is cumbersome and not intuitive

Faith
Digital Marketing Specialist, EUA
Hotelaria, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Customer Engagement at Par with Zoho Desk

4,0 há 3 semanas Novo

Comentários: Zoho Desk allows me to connect and engage with customers via live chat and messaging.

Vantagens:

Zoho Desk offers call center management, collaboration and account management tools in one place.

Desvantagens:

Well, the only challenge is lack of offline access when not connected to the internet.

Sayma
Sayma
IT Technician, Reino Unido
Usuário do LinkedIn Verificado
Gestão da educação, 51–200 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Great overview of info

4,0 há 4 semanas Novo

Comentários: Overall, it's quite helpful, even though there is quite a lot going on, especially with the AI.

Vantagens:

Has a great dashboard, and everything is neatly labelled making it easy to learn. It even has an AI feature.

Desvantagens:

Sometimes I thought that there is too many features. It takes a few extra steps to go to where you want to be.

Laura
Content creator, EUA
Publicidade e marketing, Profissional autônomo
Usou o software para: Avaliação gratuita
Fonte da avaliação

Great website

5,0 mês passado Novo

Comentários: Awesome and great website and also customer service.

Vantagens:

I liked everything about Zoho Desk!!!!!!

Desvantagens:

I don't have a response to this question.

Umang
Sr Director Data and Systems, EUA
Gestão de organizações sem fins lucrativos, 51–200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

One of the best investments for our organization

5,0 há 4 anos

Comentários: Great - and their customer service is great as well.

Vantagens:

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

Desvantagens:

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.

Alternativas consideradas anteriormente: Jira

Razões para escolher o Zoho Desk: It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Razões para mudar para o Zoho Desk: We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.

Shivam
Executive, Índia
Emprego e contratação, Profissional autônomo
Usou o software para: Mais de um ano
Fonte da avaliação

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

4,0 há 2 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Alternativas consideradas anteriormente: Bitrix24

Razões para mudar para o Zoho Desk: We were at that point involving Zoho for their salesIQ so we know its a strong stage. I was dazzled with the combination to our exisiting frameworks ( I have right now sent it on a test site, hoping to go live presently)The tagging framework is fantastic and permits a decent level of customisation. There is additionally less time engaged with going live rather than similar frameworks presented by Engagebay or utilizing power computerize on Office.The CRM abilities are the ideal good to beat all for us, yet we haven't utilized this capability a lot as of now.The folks additionally have great instructional exercises accessible, which responded to a large portion of my inquiries, so I have not needed to connect with help (yet).

Rahul
System Engineer, Índia
Saúde, bem-estar e condicionamento físico, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

A Good ITSM tool - Zoho Desk

4,0 ano passado

Comentários: It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.

Vantagens:

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Desvantagens:

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

Alternativas consideradas anteriormente: GLPi e JIRA Service Management

Razões para mudar para o Zoho Desk: Its having good UI and also customizable as per your requirement to an great extent.

Peter
CCO, Bélgica
Hardware, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Zoho Desk, a great tool within the Zoho One platform

4,0 há 2 anos

Comentários: All issues related with our hardware and software are logged and tracked byt creating tickets. Customers can follow-up tickets themselves, and issues that come back often can be moved to a knowledge base (some kind of FAQ) to lower the support load. It has good features to divide tickets between our products and departments.

Vantagens:

Does not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining)

Desvantagens:

It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company

Johnny
Principal consult, Canadá
Telecomunicações, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Zoho Service desk

4,0 há 4 anos

Comentários: Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.

Vantagens:

I like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.

Desvantagens:

Complicated to setup and training is required.

Alternativas consideradas anteriormente: WHMCS e Freshdesk

Razões para mudar para o Zoho Desk: Seemed to have better support and product dev that the others. Features seemed more matured.

Alejandro Enrique
Alejandro Enrique
Helpdesk Operations Supervisor, Colômbia
Usuário do LinkedIn Verificado
Telecomunicações, 501–1.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

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

4,0 ano passado

Comentários: 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.

Buse
Buse
IT Manager, Turquia
Usuário do LinkedIn Verificado
Eletrônicos, 10.000+ funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

A lot better compared to similar tools in many aspects

5,0 há 8 meses

Comentários: Zoho Desk is a pretty nice tool because it lets us bring all our customer service stuff together in one place. We can handle support tickets, calls, emails, and even social media messages right in Zoho Desk. It's got a bunch of handy features and tools that help us run support smoothly. We can check out how we're doing with analytics, automate boring tasks, and set up our own custom workflows. Long story short, Zoho Desk has made our customers happier, improved our relationships with them, and kicked our customer support game up a notch.

Vantagens:

Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers.

Desvantagens:

It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial.

Priyanshu
Manager, Índia
Software, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

My experience with Zoho Desk

4,0 ano passado

Comentários: Zoho Desk is a solid customer service software option that offers a range of features and customization options. However, businesses should carefully evaluate their needs and compare Zoho Desk to other options to determine if it is the right fit for them.

Vantagens:

Desk has a user-friendly interface, making it easy for both agents and administrators to navigate.It offers support for multiple communication channels, including email, phone, social media, and more, allowing businesses to manage customer interactions from a centralized platform.It offers a variety of customization options, allowing businesses to tailor the platform to their specific needs.It offers automation features that help businesses save time and streamline their customer service processes.It provides detailed analytics and reports, allowing businesses to track and analyze their customer service performance.

Desvantagens:

Zoho Desk offers limited integrations with other software and tools, which can be a drawback for businesses that rely on multiple platforms.Some users have reported that Zoho Desk lacks some of the more advanced features offered by other customer service software platforms.The mobile app does not offer as many customization options as the desktop version, which may be a drawback for businesses that rely heavily on mobile devices.While Zoho Desk offers a free version, businesses that require more advanced features may find the pricing to be on the higher side compared to some other customer service software options.

Andrew
Customer Service Manager, Quênia
Serviços e tecnologia da informação, 51–200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Excellent and awe-inspiring Help Desk Solution.

5,0 há 5 meses

Comentários: I'm happy because Zoho Desk delivers great customer services.

Vantagens:

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Desvantagens:

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Goma
Instructor, Nepal
Gestão de organizações sem fins lucrativos, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

User Friendly Help Desk Software with Excellent Customer Support

5,0 ano passado

Vantagens:

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.

Desvantagens:

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
Senior Data Scientist, EUA
Serviços e tecnologia da informação, 51–200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Improve customer satisfaction and the efficiency of your services

5,0 há 10 meses

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

David
David
Software Engineer, EUA
Usuário do LinkedIn Verificado
Semicondutores, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Provides the customer with a dynamic and personalized service

5,0 há 2 anos

Comentários: This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process.

Vantagens:

It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.

Desvantagens:

When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.