Zoho Support Review
Zoho Support – More Happiness per Ticket
Summary: A runaway low cost favorite, Zoho Support offers great automation, customization, and time tracking features on a shoestring budget, perfect for small and large businesses. With live chat, phone, and social media responding, your customer support can be lightning fast. It does not integrate well with other platforms, only other Zoho offerings.
Website: https://www.zoho.com/support/
You might prefer this software if:
- You already use other Zoho platforms
- You want advanced features at a low cost
- You respond to tickets through social media
You might prefer another if:
- You need a program that integrates well with other applications
- You really like a certain feature – Zoho Support is pretty great!
| Desk.com | Freshdesk | Zendesk | SupportBee | Zoho Support | HappyFox | Kayako | |
|---|---|---|---|---|---|---|---|
| Best Premium | Best for integrations & scalability | Best for Social Media | Without Distinction | Best Low Cost | Best for Email tickets | Best for Phone Support | |
| Customisable Support Centre | y | y | y | y | y | y | |
| Unlimited Users | BEST | ||||||
| Template Responses | y | y | y | y | y | y | y |
| Statistics | y | y | y | y | y | y | y |
| Reporting/Analytics | y | BEST | y | y | y | y | |
| Custom Reporting | BEST | y | y | y | y | ||
| Ticket Time Stamps | y | y | y | y | y | y | y |
| Advanced Time Tracking | y | y | y | y | |||
| Bug Tracking | y | BEST | |||||
| Ticket Filters | y | BEST | y | y | y | BEST | y |
| Workflow Filters & Rules | BEST | y | y | y | y | y | |
| Social Media Monitoring | y | y | y | BEST | |||
| Social Media Responding | y | y | BEST | y | y | ||
| Email Tickets | y | y | y | y | y | BEST | y |
| Phone Integration | y | y | y | y | BEST | ||
| Live Chat Integration | BEST | y | y | y | y | ||
| Self-Service Portal | y | y | y | y | y | BEST | |
| Trial Period | 14 days | 30 days | 30 days | 14 days | 15 days | 30 days | 30 days |
| Payment style | per agent | per agent | per agent | ticket volume | per agent | per agent | per agent |
| Basic | $30/month | $16/month | $29/month | $29/month | $15/month | $19/month | $29/month |
| details | all features except advanced analysis and customization | social media, phone and chat features, automation and filtering features | Regular features - no automation/workflow features | unlimited users, 500 tickets/month | no live chat | no custom reporting or advanced tiime tracking | per agent, live support features OR email filtering features |
| Top-tier | $95/month | $40/month | $69/month | $149/month | $25/month | $49/month | $49/month |
| details | full enterprise features | multiple languages and more customization | Pro features, automation features, no multiple brand support | unlimited users, 5000 tickets/month | alll features | all features | per agent, all features |
| Annual Discount | yes | yes | yes | no | yes | yes | yes |
Zoho Support is powerful enough to compete with more higher priced software in the Category. Its strong sides are: 1) Social Media Monitoring and 2) Analytics and Reporting options. Weak sides: 1) Advanced Time Tracking and 2) Bug Tracking.
Zoho Support integrates with 3 out of 54 third party software analysed while the category’s arithmetic mean is 17/31.
Zoho Support has 5% Integration Score (one of the lowest among all software analysed). Obviously, it was made to only integrate with other Zoho systems.
| Desk.com | Freshdesk | Zendesk | SupportBee | Zoho Support | HappyFox | Kayako | |
|---|---|---|---|---|---|---|---|
| API | y | y | y | y | y | y | |
| Google Aps | y | y | y | y | |||
| Zapier | y | y | y | y | y | ||
| CRM | |||||||
| Capsule CRM | y | y | y | ||||
| Pipeline Deals | y | ||||||
| InfusionSoft | y | y | |||||
| Nutshell | y | ||||||
| Microsoft Dynamics | y | ||||||
| SugarCRM | y | y | |||||
| Hubspot | y | ||||||
| Salesforce | y | y | y | y | y | ||
| PipeDrive | y | y | |||||
| Insightly | y | y | y | ||||
| Highrise | y | y | y | y | |||
| Vibe | y | y | |||||
| Batchbook | y | y | y | ||||
| Zoho CRM | y | y | y | y | |||
| Nimble | y | ||||||
| Chat | |||||||
| Hipchat | y | y | y | ||||
| LiveChat | y | y | |||||
| Olark | y | y | y | y | |||
| Snapengage | y | y | y | y | |||
| MailChimp | y | y | y | y | y | ||
| GMail | y | y | y | y | y | y | |
| GetResponse | y | ||||||
| ConstantContact | y | ||||||
| iContact | y | ||||||
| CampaignMonitor | y | ||||||
| Project Management | |||||||
| Slack | y | y | y | y | y | ||
| Basecamp | y | y | |||||
| CMS | |||||||
| Wordpress | y | y | |||||
| Drupal | y | y | |||||
| Joomla | y | y | |||||
| Evernote | y | ||||||
| Dropbox | y | ||||||
| Ecommerce | |||||||
| Shopify | y | y | y | y | |||
| Bigcommerce | y | y | y | ||||
| Magento | y | y | y | y | |||
| WHMCS | y | y | y | ||||
| WooCommerce | y | ||||||
| Wombat | y | y | |||||
| Accounting | |||||||
| Freshbooks | y | y | y | y | |||
| BillLiving | y | ||||||
| Bug Tracking | |||||||
| Bugherd | y | y | |||||
| Bugify | y | ||||||
| Instabug | y |
Nominations
Commended
Commended as one of the Best in the Category, Zoho Support can be labelled as the Best low cost option. It is the most advanced budget option in the Category, beating several higher priced options in available features – but Freshdesk is more powerful.
Battle wins
- Zoho Support vs. SupportBee
- Zoho Support vs. Kayako
- Zoho Support vs. Happyfox
- Zendesk vs. Zoho Support
Zoho Support would win on 1 vs. 1 battles due to its cheapest per agent cost for such advanced analytics, reporting, and automation features. Zoho Support would lose to Freshdesk and Desk due to low integration and language support (it supports 6 languages while Freshdesk supports 18 languages). Yet, the it stands really close to Freshdesk as per our analysis.
