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, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian, Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese, pt-br

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: 146

  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management Software
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Billing & Invoicing
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management Software
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot Software
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Content Management System (CMS) Software
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management Software
  • Document Storage
  • Email Distribution
  • Email Management Software
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Forms Management
  • Full Text Search
  • Gamification Software
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • 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 Software
  • Offline Form
  • On-Demand Communications
  • Onboarding Software
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization Software
  • Predictive Analytics Software
  • Prioritization
  • Proactive Chat
  • Project Management Software
  • 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 Software
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On Software
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Template Management
  • Text Analysis Software
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.4
#1 Alternative to Zoho Desk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Freshdesk

4.5
#2 Alternative to Zoho Desk
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

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...

Zoho CRM

4.3
#4 Alternative to Zoho Desk
Zoho CRM is a cloud-based customer relationship management (CRM) software that helps businesses of all sizes close...

Reviews

Overall rating

4.5 /5
(1,681)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.4/5
Customer Support Software
4.3/5

Already have Zoho Desk?

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

Write a Review!
Showing 5 reviews of 1,681
Tacho T. Tacho T.
Overall rating
  • Industry: Education Management
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

Zoho desk allows me to track all incoming requests and to convert website visitors to real...

Reviewed on 2021-09-01

A good-looking dashboard and customizable reports make a significant difference from other products...

A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.

Pros

The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.

Cons

I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.

Juanito O. Juanito O.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Un gran aliado para servicio al cliente

Reviewed on 2021-07-15

Una grata experiencia hasta ahora, es muy accesible económicamente.

Una grata experiencia hasta ahora, es muy accesible económicamente.

Pros

Me encanta lo sencillo que es para usarlo, ofrece una gran facilidad. Tiene una amplia integración con otros servicios.

Cons

Nos costó un poco la integración a nuestros sistemas, pero se solucionó con la ayuda del soporte de zoho.

Alternatives Considered

Zendesk

Reasons for Switching to Zoho Desk

Por las prestaciones que ofrecía, su tabla de precios escalable y relativamente accesible para pequeñas y medianas empresas. Y por el respaldo de buen servicio que ofrece Zoho, de la cual tengo otros servicios también.
Tyler L. Tyler L.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

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

so far its pretty great.

Reviewed on 2021-11-02

SO far I am really impressed.

SO far I am really impressed.

Pros

So far my team and I are really impressed with all the features. It has been quick for the test team learn how to use.

Cons

the pricing structure can be difficult.

Alternatives Considered

Kaseya VSA, IT Glue and NinjaOne

Reasons for Choosing Zoho Desk

More features. better support

Switched From

Atera

Reasons for Switching to Zoho Desk

it had more to offer our company overall. with crm tools, accounting tools, hr tools, and much much more.
Verified Reviewer
Overall rating
  • Industry: Computer & Network Security
  • Company size: Self Employed
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 1.0 /10

Everything is in BETA, after you are sold into a purchase...

Reviewed on 2018-08-24

I realized I need a product that will fully integrate with my Google contacts and calendar, be able...

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?

Nitin S. Nitin S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Very friendly user interface and easy to integrate

Reviewed on 2021-09-08

Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and...

Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.

Pros

We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app.

Startups who are trying to manage a team of customer support can go for free version and get a hand on it.

Cons

Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.

Alternatives Considered

Freshdesk and tawk.to

Reasons for Switching to Zoho Desk

Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.
Showing 5 reviews of 1,681 Read all reviews

Zoho Desk FAQs

Below are some frequently asked questions for Zoho Desk.

Zoho Desk offers the following pricing plans:

● 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+

Zoho Desk supports the following languages:

Arabic, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian, Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese, pt-br

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, Facebook for Business, GoToConnect, Google Analytics, Google Workspace, Intercom, Jira, Kookoo, Mailchimp, 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 Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zoho Desk.