Zoho Desk Overview
What is 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.
Zoho Desk Overview
Pricing
Pricing options
● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month
Zoho Desk Features
Media

Zoho Desk Reviews
Zoho Desk Reviews
One of the best investments for our organization
Great - and their customer service is great as well.
Zoho (SLA tracker)
Zoho Desk has been always my tool to analyze my support tickets stats and it help me play around with the data that is generated from different reports.
Its is very useful in assigning tickets based task to team members also helps in monitoring client support tickets logged on it and retrieving all history /steps of action performed on the ticket.
It helped me to maintain different SLAs of the client and in case of breaching the SLA it raises a flag and escalation to line manager which is a very good feature and practical.
Everything is in BETA, after you are sold into a purchase...
I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.
Zoho Service desk
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.
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Great on its own, OUTSTANDING when synced with Zoho CRM
Pros
The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing.
It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk.
Powerful automation features.
Love the customer portal + knowledge base, we use it every day.
Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.
Cons
Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.
One of the best investments for our organization
Great - and their customer service is great as well.
Pros
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
Cons
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.
Zoho (SLA tracker)
Zoho Desk has been always my tool to analyze my support tickets stats and it help me play around with the data that is generated from different reports.
Its is very useful in assigning tickets based task to team members also helps in monitoring client support tickets logged on it and retrieving all history /steps of action performed on the ticket.
It helped me to maintain different SLAs of the client and in case of breaching the SLA it raises a flag and escalation to line manager which is a very good feature and practical.
Pros
Reports and Dashboard since this is something which is beneficial in analyzing and decision making based on tickets data.
Cons
Filling data of the tickets since it was to be filled manually. Automation can help to cope up on this
Everything is in BETA, after you are sold into a purchase...
I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.
Pros
It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.
HTTPS had to be requested and is not a part of the package unless you call up and request it.
Cons
I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.
After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.
The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.
So far, everything does not work as advertised.
The support reps keep telling me that their integrations are in BETA.
BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.
I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.
I am further contacting my bank and the Attorney General for California.
I don’t pay for BETA software.
Is there another company that actually fulfills their sales pitches?
Zoho Service desk
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.
Pros
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.
Cons
Complicated to setup and training is required.
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Zoho Desk Pricing
Zoho Desk Pricing
● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month
● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month
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Zoho Desk Features
Zoho Desk Features
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Categories
Categories
Additional information for Zoho Desk
Additional information for Zoho Desk
Key features of Zoho Desk
- Accounts and Contacts
- Alerts and Notifications
- CRM integration
- Contracts and SLA
- Customizable reports
- Customization
- Graphic dashboards
- Happiness ratings
- Knowledge Base
- Notification rules
- Reports and Dashboards
- SLA
- Scheduled reports
- Self service portal
- Service escalations
- Social Media Support
- Third Party Integration
- Ticket assignment and management
- Time-based actions
- Workflow rules
Zoho Desk FAQs
Zoho Desk FAQs
Below are some frequently asked questions for Zoho Desk.
Q. What type of pricing plans does Zoho Desk offer?
Zoho Desk offers the following pricing plans:
Starting from: US$12,00/month
Pricing model: Free, Subscription
Free Trial: Available
● Free - up to 3 users, forever! ● Standard - $12/agent/month ● Professional - $20/agent/month ● Enterprise - $35/agent/month
Q. What are the main features of Zoho Desk?
Zoho Desk offers the following features:
- Accounts and Contacts
- Alerts and Notifications
- CRM integration
- Contracts and SLA
- Customizable reports
- Customization
- Graphic dashboards
- Happiness ratings
- Knowledge Base
- Notification rules
- Reports and Dashboards
- SLA
- Scheduled reports
- Self service portal
- Service escalations
- Social Media Support
- Third Party Integration
- Ticket assignment and management
- Time-based actions
- Workflow rules
Q. Who are the typical users of Zoho Desk?
Zoho Desk has the following typical customers:
Small Business, Large Enterprises, Freelancers, Mid Size Business
Q. What languages does Zoho Desk support?
Zoho Desk supports the following languages:
Chinese (Simplified), English, French, German, Japanese, Spanish
Q. Does Zoho Desk support mobile devices?
Zoho Desk supports the following devices:
Android, iPhone, iPad
Q. What other apps does Zoho Desk integrate with?
Zoho Desk integrates with the following applications:
Customer Thermometer, Workato, Zoho Analytics, Zoho CRM, Zoho Cliq, Zoho Creator, Zoho Flow, Zoho Forms, Zoho Projects, Zoho SalesIQ
Q. What level of support does Zoho Desk offer?
Zoho Desk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials