Zoho Desk

Zoho Desk

Industry's first context-aware Helpdesk Software

4.5/5 (1589 reviews)

Zoho Desk Overview

What is Zoho Desk?

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company. Save the world from bad customer service! Put customer service at the heart of your company. Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer. Close tickets. Open happiness. Zoho Desk gives your team the best tools to help customers while automating frequent tasks that otherwise take up precious time. Don't improvize. Improve. With Zoho Desk, identify the right trends and patterns in your team's efforts, make improvements, and inspire better performance. One company. One team. Zoho Desk helps bring together employees from across departments, to give customers a truly unified customer service experience. Convenience is key. When your customers want to reach out, be available for them over a variety of channels—email, phone, live chat, social media and more. Self-help is the best help. Equip customers so they can find answers to questions on their own and help their peers in the true spirit of a community. Your help desk, truly yours. Zoho Desk understands the uniqueness of your business, and allows you to customize extensively and integrate it with other apps. Sync contacts and users. Add business contacts from Google Contacts to Zoho Desk. Stay connected to every contact by syncing them with Google.

Zoho Desk Overview

Pricing

Starting from
$12.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month


Zoho Desk Features

Devices
Business size
S M L
Markets
Asia, Australia, Canada, China, Europe and 5 others, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), English, French, German, Japanese, Spanish

Screenshots

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

Zoho Desk Reviews

Zoho Desk Reviews

Overall rating
4.5
/
5 1589 reviews
Excellent
932

Very good
551

Average
90

Poor
11

Terrible
5

Value for Money
4.5
Features
4.4
Ease of Use
4.4
Customer Support
4.3
93% recommended this app
Verified Reviewer

Awesome Software


Peter F.

Great on its own, OUTSTANDING when synced with Zoho CRM


Neha T.

Excellent CRM software with clean interface


Joel B.

Basic but functional

Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.


Leonard J.

Easy to use, but not enough features


Verified Reviewer

Awesome Software

Used Weekly for 1-5 months
Reviewed on 7/22/2018
Review Source: GetApp

Pros

Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time .

Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far.

With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement.

This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.

Cons

Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs.

We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues.

There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Peter F.
Industry: Information Technology & Services
Company size: 2-10 Employees

Great on its own, OUTSTANDING when synced with Zoho CRM

Used Daily for 1+ year
Reviewed on 7/23/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Neha T.
Industry: Management Consulting
Company size: 10,001+ Employees

Excellent CRM software with clean interface

Used Daily for 2+ years
Reviewed on 6/19/2018
Review Source: GetApp

Pros

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Cons

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails.
It does not allow to place field to attach files in the advanced web form.
It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Joel B.
Industry: Real Estate
Company size: 51-200 Employees

Basic but functional

Used Daily for 1+ year
Reviewed on 11/14/2018
Review Source: Capterra

Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Pros

Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Cons

Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk.

Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it.

Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Rating breakdown

Ease of Use

Likelihood to recommend: 7.0/10

Leonard J.
Industry: Accounting
Company size: 51-200 Employees

Easy to use, but not enough features

Used Daily for 2+ years
Reviewed on 7/3/2018
Review Source: GetApp

Pros

Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Cons

There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8.5/10
Based on 1,589 user ratings

Zoho Desk Pricing

Zoho Desk Pricing

Starting from
$12.00/month
Free Trial
Free
Subscription
Value for money

● 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

Value for Money
4.5/5
Based on 1,589 user ratings

Zoho Desk Features

Zoho Desk Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.4/5
Based on 1,589 user ratings

Categories

Videos and Tutorials

Videos and Tutorials

Additional information for Zoho Desk

Additional information for Zoho Desk

Key features of Zoho Desk

  • Accounts and Contacts
  • Alerts and Notifications
  • 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

Benefits

● Agents can save up to two hours a day on routine tasks.
● Managers have all the data they need to make important and impactful decisions.
● Customer service becomes a company-wide commitment.

GetApp Analysis

GetApp Analysis

Lasting customer relationships don’t happen by chance. In most cases, they’re the result of dedicated support teams that make themselves available to customers at all hours of the day. Zoho Desk is a web-based support and help desk solution that provides organizations with a unified view of their customers’ needs.

Zoho Desk uses a multi-channel ticket management system, along with custom reporting tools and task automation features, to make it easier for businesses to impress customers with high levels of customer service. Built to scale up and down, Zoho Desk is available for businesses of all sizes. At the industry-level, Zoho Desk is most frequently used by organizations that are involved in IT solutions, ecommerce, SaaS, consumer durables, education, and governance.

Example of a Zoho Desk dashboard page.

What is Zoho Desk?

Zoho Desk is a help desk software solution for businesses. Businesses that use Zoho Desk are able to create full-featured online help desks—which include ticket management, automation, and reporting tools—with the ultimate goal of building longer-lasting, more valuable relationships with their most important customers.

Zoho Desk allows businesses to engage with their customers across multiple channels, including Twitter, Facebook, and email. Support agents are able to manage incoming tickets and handle large influxes of traffic with request management features and automated workflow options. Integrated knowledgebases, which can also be created with Zoho Desk, are one of many tools that agents are able to use to search for relevant answers to frequently asked customer queries.

Zoho Desk's 'Getting Started' wizard.

Zoho Desk Main Features

Pulling Customer Requests From Multiple Channels

Zoho Desk pulls in customer service requests from multiple channels, such as email, phone, social media, chat, self-service help center, forums and community and web forms. It lets managers setup service-level agreements. Each ticket is slapped with a due date and time based on this SLA commitment. When tickets go unanswered for an extended period of time, the software automatically alerts a set of people and can even assign the ticket to another agent.

Multi-Channel ticket management.

Improving Productivity With Automations

Much of the value in using a help desk software is in improving the productivity of the team and being able to emulate incumbent processes. Zoho Desk provides flexible automation rules to accommodate various prevalent processes. Time-based action rules help in automating activities like closing inactive tickets. Notification rules keep customers informed about developments in a ticket and build transparency. Macros help agents perform a multitude of tasks together in a single click.

Automations and workflow rules.

Integrating with Zoho CRM

You only service what you sell. Customer information from a CRM system is very critical to offering customer service of any kind. It brings much-needed context to the conversations. Without this information, a ticket has no face to it. Support agents don’t know enough information about customers during the first few interactions, because they didn’t sell anything. By automatically pulling in customer information from CRM and keeping it up to date, Zoho Desk’s integration with Zoho CRM helps put tickets in the right context. Support agents can see all the information about a particular customer, complete with custom fields. Likewise, sales reps within CRM can see the latest tickets a particular customer has raised. This gives them better context about how happy the customer is, based on which they can make sales calls and build relationships further.

Zoho Desk's CRM integration.

Ensuring Customer Happiness

The ultimate metric in a customer service operation is customer happiness. By measuring that directly, Zoho Desk helps managers understand the impact of their customer service efforts. By helping track several other metrics related to the customer service operation, Zoho Desk enables managers to understand which areas to improve in order to create more customer happiness.

Customer happiness analytics.

Answering Tickets From Anywhere

Zoho Desk is available for iOS and Android. Agents can answer tickets from anywhere. There’s also a feed displaying recent updates in tickets. Users can choose to follow a particular ticket, contact or account. All developments related to those show up automatically on the feed in real time. Agents can also @mention their colleagues and ask for help internally. Push notifications ensure that agents are able to maintain good response times even when they’re not at their desks.

Mobile customer support module.

Zoho Desk Integrations

Zoho Desk integrates with Zoho CRM and Zoho BugTracker. Zoho CRM is a web-based customer relationship management solution. Zoho BugTracker is an issue tracking service for businesses. Integrating Zoho Desk with these two solutions enables businesses to give their agents more context for dealing with customer issues and requests.

A developer API enables Zoho Desk users to integrate the solution with third-party applications, including accounting, e-commerce, and ERP platforms. Organizations are able to export the data they generate through Zoho Desk in a number of formats.

Zoho Desk Pricing

Zoho Desk offers three pricing levels for organizations. A free plan available for very small businesses and startups allows those organizations to add unlimited users without worrying about licensing costs.

As those organizations grow in size and get more people involved, they’re encouraged to sign up for the Professional plan. This plan costs $12 per user, per month, and it is meant for businesses that have growing needs but don’t have rigid processes already established. At the upper end of the spectrum, Zoho Desk offers an Enterprise plan for $25 per user, per month. This plan is recommended for “seasoned” businesses and companies with very specific needs and logistical requirements.

Zoho Desk Bottom Line

  • Provides organizations with a unified view of their customers’ needs.

  • Multi-channel ticket management solution.

  • Task automation enables agents to handle large volumes of incoming requests.

  • Customized reporting tools help companies improve performance.

  • Optimized for accessibility on mobile devices.

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: $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
  • 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:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Zoho Desk support?

Zoho Desk supports the following languages:

Chinese (Simplified), English, French, German, Japanese, Spanish

Q. What type of pricing plans does Zoho Desk offer?

Zoho Desk has the following pricing plans:

Free, Subscription

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