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Zoho Support Review

Zoho Support
Our score: 8.8 User satisfaction: 98%

What is Zoho Support?

Zoho Support is a leading help desk software solution. This platform offers a very integrated and dynamic suite of help desk features including ticket management, automation, and reporting tools. With Zoho Support, businesses can create and maintain long-lasting and very productive relationships with their high value clients. With its powerful setup, Zoho Support allows businesses to engage their clients via various channels like chat, email, and social sites such as Facebook and Twitter. Workflows become automated and ticket management becomes much easier, enabling agents to handle and take care of large influxes of traffic and ticket requests and deliver appropriate responses to their issues.

Overview of Zoho Support Benefits

  • The platform is hosted online, allowing your agents to access data from anywhere and instantly deliver high quality support to their customers based on real time information.
  • Zoho Support comes with a myriad of features that bolster the productivity and effectiveness of your agents.
  • You can customize everything to suit your business demands and even your personal preferences. It’s possible to make Zoho Support your support platform from top to bottom.

Overview of Zoho Support Features

  • Work Mode
  • Advanced Reports & Dashboards
  • Advanced SLAs w/ Business Hours
  • Ticket Overview Dashboard
  • Multi-department Management
  • Cloud Telephony Integrations
  • Customizable Help Center
  • Remote Support
  • Agent Dashboards
  • Team Feed
  • Basic Reports
  • Community Forums
  • Helpdesk Automations
  • Scheduled Reports
  • Custom Ticket Templates
  • Domain Mapping
  • Live Chat Support
  • Email Inbox & Web-form
  • Manager Dashboards
  • Zoho BugTracker Integration
  • Priority Service Level Agreement
  • Contract Management
  • Multi-channel Support
  • Multi-brand Help Center
  • Knowledge Base
  • Re-Branding
  • Role-Based Access Control
  • Customer Happiness Ratings
  • Cross Department Reports
  • Two-way data sync (Zoho CRM)

Awards & Quality Certificates

This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

Zoho Support Position In Our Categories

Keeping in mind businesses have specific business-related requirements, it is only logical they avoid deciding on a one-size-fits-all, ideal business application. Be that as it may, it is almost impossible to try to find such a software product even among sought-after software systems.
The best thing to do would be to list the several significant functions that need analysis like critical features, plans, technical skill competence of the users, business size, etc. Then, you should double down on your product research to a full extent. Have a look at these Zoho Support analyses and check out each of the applications in your list more closely. Such comprehensive research guarantee you drop mismatched apps and buy the system which meets all the tools your business requires to achieve growth.

Position of Zoho Support in our main categories:

TOP 50

Zoho Support is one of the top 50 Help Desk Software products

If you are considering Zoho Support it could also be beneficial to analyze other subcategories of Help Desk Software gathered in our database of SaaS software reviews.

There are well-liked and widely used solutions in each software category. But are they essentially the best fit for your enterprise’s special needs? A popular software application may have thousands of customers, but does it present what you need? For this reason, do not blindly invest in popular systems. Read at least a few Zoho Support Help Desk Software reviews and think about the elements that you desire in the software such as the price, main features, available integrations etc. Then, select a few solutions that fit your requirements. Try out the free trials of these apps, read online opinions, get explanations from the vendor, and do your homework systematically. This exhaustive research is sure to help you find the finest software platform for your organization’s specific needs.

How Much Does Zoho Support Cost?

Zoho Support Pricing Plans:

Free Trial

Free

Free

Professional

$15/agent/month

Enterprise

$30/agent/month

Zoho Support has a free plan and two premium offerings. You may also explore the software first through its free trial for 15 days. Here’s information about the plans:

Free – $0

  • Team Feed
  • Agent Dashboards
  • Basic Reports
  • Remote Support
  • Work Mode
  • Priority Service Level Agreement
  • Re-Branding
  • Community Forums
  • Configurable Help Center
  • Email Inbox & Web-form
  • Domain Mapping
  • Ticket Overview Dashboard
  • Manager Dashboards
  • Knowledge Base

Professional – $12/agent/month (annual billing)

  • $15/agent/month (monthly basis)
  • All features in the Free plan
  • Helpdesk Automation
  • Multiple department Management
  • 2-way data sync (Zoho CRM)
  • Rating for Customer Happiness/Satisfaction
  • Zoho BugTracker Integration
  • Multi-channel Support
  • Cloud Telephony Integrations
  • Advanced SLAs w/ Business Hours
  • Advanced Reports and Dashboards

Enterprise – $25/agent/month (annual billing)

  • $30/agent/month (monthly basis)
  • All features in the Professional plan
  • Scheduled Reports
  • Contract Management
  • Live Chat Support
  • Help Center for Multiple Brands
  • Cross-Department Reports
  • Customizable Ticket Templates
  • Role-Based Permission and Access Control

User Satisfaction

Positive Social Media Mentions 55
Negative Social Media Mentions 1

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Zoho Support reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Zoho Support. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Zoho Support Comparisons

Zoho Support user reviews

Great for managing day-to-day support requests

Read full review >
Administrator
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.09.2018 Company Size: 1-10 Employees Industry: Maritime

A marketing company that uses Zoho Support

Read full review >
Rebecca
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.09.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

Zoho Support solved our customer support issues, and we are using it as an internal service ticket system

Read full review >
Tu
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.08.2018 Company Size: More than 100 Employees Industry: Computer Software

My review on Zoho Support

Read full review >
Thomas
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.12.2017 Company Size: More than 100 Employees Industry: Information Technology

What are Zoho Support pricing details?

Zoho Support Pricing Plans:

Free Trial

Free

Free

Professional

$15/agent/month

Enterprise

$30/agent/month

Zoho Support has a free plan and two premium offerings. You may also explore the software first through its free trial for 15 days. Here’s information about the plans:

Free – $0

  • Team Feed
  • Agent Dashboards
  • Basic Reports
  • Remote Support
  • Work Mode
  • Priority Service Level Agreement
  • Re-Branding
  • Community Forums
  • Configurable Help Center
  • Email Inbox & Web-form
  • Domain Mapping
  • Ticket Overview Dashboard
  • Manager Dashboards
  • Knowledge Base

Professional – $12/agent/month (annual billing)

  • $15/agent/month (monthly basis)
  • All features in the Free plan
  • Helpdesk Automation
  • Multiple department Management
  • 2-way data sync (Zoho CRM)
  • Rating for Customer Happiness/Satisfaction
  • Zoho BugTracker Integration
  • Multi-channel Support
  • Cloud Telephony Integrations
  • Advanced SLAs w/ Business Hours
  • Advanced Reports and Dashboards

Enterprise – $25/agent/month (annual billing)

  • $30/agent/month (monthly basis)
  • All features in the Professional plan
  • Scheduled Reports
  • Contract Management
  • Live Chat Support
  • Help Center for Multiple Brands
  • Cross-Department Reports
  • Customizable Ticket Templates
  • Role-Based Permission and Access Control

What integrations are available for Zoho Support?

Zoho Support offers integration with Zoho CRM.

Zoho Support average rating:

Average score
4.6/5 (4 user reviews)
4/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Thomas

PROS: We are very happy to have integrated our Zoho CRM with Zoho Support, I think it was the best decision we made this year. I feel extremelly motivated to recommend Zoho Support's team, and I have no words to describe how dedicated they've been ever since the software was introduced. I heard they are working on a new UI now, I am really looking forward to it. I wish you all the best!

CONS: There are few things I dislike, however. I would add a sorting option in the department view, and would definitely increase the update capability through the CRM. The subject text on ticket descriptions cannot be edited. Integration with Zoho Motivator is also grown for updates, I think. Maybe this depends on the version you're using, I'm not really able to compare.

Reviewed 2 years ago

Read full review >

The least favorable review

Tu

PROS: Frankly, I've never worked with a more intuitive tool. I love their graphic design, and I appreciate the smooth and seamless workflow.

CONS: The program is highly customizable, and that's good. I just wish some customizations were more straight forward, I get lost with certain features. Otherwise, I wouldn't change a thing.

Reviewed 1 year ago

Read full review >

More reviews from 4 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Great for managing day-to-day support requests

Read full review >
Administrator
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.09.2018 Company Size: 1-10 Employees Industry: Maritime

PROS: Struggling to handle emails? Go for Zoho Support! It does its job fast, and it is very intuitive to use. Some time ago they launched an iPhone app, and as a satisfied user I can tell you it is their greatest product so far.

CONS: I appreciate their frequent efforts to improve the product, but I'd prefer to be notified about it. Creating tickets can be painful too, I don't understand why they didn't stick to a more intuitive procedure, emailing, for instance.

What do you think about this review? Great Poor

A marketing company that uses Zoho Support

Read full review >
Rebecca
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.09.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: What can I say, a great and intuitive tool, firstly. It is navigated simply, and it leads to significant time saving.

CONS: I am not going to deny that the setup was complicated. I expected something simpler so I had to ask for professional help. However, once you're done with it, using the program is fairly simple.

What do you think about this review? Great Poor

Zoho Support solved our customer support issues, and we are using it as an internal service ticket system

Read full review >
Tu
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.08.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Frankly, I've never worked with a more intuitive tool. I love their graphic design, and I appreciate the smooth and seamless workflow.

CONS: The program is highly customizable, and that's good. I just wish some customizations were more straight forward, I get lost with certain features. Otherwise, I wouldn't change a thing.

What do you think about this review? Great Poor

My review on Zoho Support

Read full review >
Thomas
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.12.2017 Company Size: More than 100 Employees Industry: Information Technology

PROS: We are very happy to have integrated our Zoho CRM with Zoho Support, I think it was the best decision we made this year. I feel extremelly motivated to recommend Zoho Support's team, and I have no words to describe how dedicated they've been ever since the software was introduced. I heard they are working on a new UI now, I am really looking forward to it. I wish you all the best!

CONS: There are few things I dislike, however. I would add a sorting option in the department view, and would definitely increase the update capability through the CRM. The subject text on ticket descriptions cannot be edited. Integration with Zoho Motivator is also grown for updates, I think. Maybe this depends on the version you're using, I'm not really able to compare.

What do you think about this review? Great Poor
Reviewed By Louie Andre
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