About Zoho Desk

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features include customer support tickets, a customer support portal, contract management, and report creation. The solution collates interactions from various media such as email, phone, chat, social media, a self-service portal, forums, and forms and presents them in one place.

Zoho Desk enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours, and adding help folders. Tasks such as ticket assignment, service escalations, notification rules, and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings, and a graphical dashboard for analyzing customer satisfaction.

The platform integrates with Zoho customer relationship management (CRM), which facilitates the adding of customer information into tickets logged in Zoho Desk and enables service agents to know more about the customers.

Pricing starting from:

US$14,00/month

  • Free Version
  • Free Trial
  • Subscription

Devices

Business size

S M L

Markets

United Arab Emirates, Argentina, Australia, Belgium, Brazil, Canada, Switzerland, Chile, China, Colombia, Germany, Dominican Republic, Ecuador, Spain, France, United Kingdom, Ireland, India, Italy, Mexico, Netherlands, New Zealand, Peru, Philippines, Poland, Portugal, Saudi Arabia, Singapore, Turkey, United States

Supported Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian, Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese

Pricing starting from:

US$14,00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Zoho Desk Software - ZIA - AI Assistance of Zoho Desk
Zoho Desk Software - Reports & Dashboard
Zoho Desk Software - Call Center Help Desk
Zoho Desk Software - Embed Live Chat Widget
Zoho Desk Software - Unified Ticket Screen
Zoho Desk Software - Zoho Desk Mobile App
Zoho Desk Software - Blueprint Automation
Zoho Desk Software - Help Center Customization
Zoho Desk Software - Team Feed
Zoho Desk Software - Sentimental Analysis
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Zoho Desk video
Zoho Desk Software - ZIA - AI Assistance of Zoho Desk
Zoho Desk Software - Reports & Dashboard
Zoho Desk Software - Call Center Help Desk
Zoho Desk Software - Embed Live Chat Widget
Zoho Desk Software - Unified Ticket Screen
Zoho Desk Software - Zoho Desk Mobile App
Zoho Desk Software - Blueprint Automation
Zoho Desk Software - Help Center Customization
Zoho Desk Software - Team Feed
Zoho Desk Software - Sentimental Analysis

Features

Total features of Zoho Desk: 144

  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Configurable Workflow
  • Contact Database
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Management
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management

Alternatives

Freshdesk

4,5
#1 Alternative to Zoho Desk
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Zendesk

4,4
#2 Alternative to Zoho Desk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

HubSpot Service Hub

4,4
#3 Alternative to Zoho Desk
HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer...

HappyFox Help Desk

4,6
#4 Alternative to Zoho Desk
HappyFox is a cloud based, all-in-one help desk and customer support software. HappyFox's ticketing system enables the...

Reviews

Overall rating

4,5 /5
(1 726)
Value for Money
4,5/5
Features
4,5/5
Ease of Use
4,4/5
Customer Support
4,3/5

Already have Zoho Desk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 1 726
Saswat P.
Overall rating
  • Industry: Education Management
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

It's good but with limited functionality

Reviewed on 2022/05/07

Pros

The ticketing mechanism is good and the suggestive feature of the knowledge base works quite well. The initial setup is a bit tricky but for the users of the organisation, it is good.

Cons

Hands down it is the User Interface and User Experience. The UI/UX is confusing for the first time user. The Live chat feature can get stuck at times and create troubles in the process.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Powerful ticketing system with lots of options.

Reviewed on 2022/05/27

We are using the system to log all customer faults making it easy to invoice for the time spent and...

We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.

Pros

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Cons

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Reasons for Switching to Zoho Desk

It had more of the features we need and we use other Zoho products so they link together quite easily.
Christian N.
Overall rating
  • Industry: Publishing
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best help desk software

Reviewed on 2022/05/27

Pros

Intuitive interface and its integration with Zoho CRM is my favourite. It's relatively low priced compared to Zendesk and provides some unique features the more expensive competitors don't provide, such as 24x5 Chat Support and all apps for running business from writing, presenting, reporting etc...
In addition, it provides a free plan while Zendesk does not.

Cons

It's little bit slow to load. Its website menus have unique colors for each which seems to be inconsistent in my opinion.

Liza C.
Overall rating
  • Industry: Renewables & Environment
  • Company size: 501-1 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

It helps improve the level and quality of support provided to clients.

Reviewed on 2022/06/01

In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided...

In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.

Pros

Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.

Cons

I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.

Gulshan N.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Basic ticketing system which can help a small team to manage their work

Reviewed on 2022/05/17

Pros

Customization is good, we can set custom rules, scalability and integration. Its meeting our basic needs of IT ticketing system and helping to manage all the task along with solutions.

Cons

Some custom feature are difficult to implement since its little complected to understand first. The interface gets slow some time. The administrator are counted as agents, where they should not. Because of this we are ended up paying for inactive users.

Showing 5 reviews of 1 726 Read all reviews

Zoho Desk FAQs

Below are some frequently asked questions for Zoho Desk.

Zoho Desk offers the following pricing plans:

  • Starting from: US$14,00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

? Free - up to 3 users, forever! ? Standard - $14/agent/month ? Professional - $23/agent/month ? Enterprise - $40/agent/month A 15-day free trial is available.

Zoho Desk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

Zoho Desk supports the following languages:

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian, Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese

Zoho Desk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zoho Desk integrates with the following applications:

Aircall, Asana, Bigin by Zoho CRM, Clearbit, GoTo Connect, Google Analytics 360, Google Workspace, Intercom, Jira, Kookoo, Mailchimp, Meta for Business, Microsoft Teams, Pipedrive, RingCentral Contact Center, Salesforce Sales Cloud, Slack, SurveyMonkey, Trello, Twilio, Twitter, Zadarma, Zapier, Zoho Analytics, Zoho Assist, Zoho Books, Zoho BugTracker, Zoho CRM, Zoho Cliq, Zoho Creator, Zoho Flow, Zoho Forms, Zoho Inventory, Zoho Invoice, Zoho SalesIQ, Zoho Social, Zoho Sprints, Zoho Subscriptions, Zoho Survey, babelforce

Zoho Desk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zoho Desk.