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

Business size

S M L

Deployment

  • Cloud-based
  • On-premise

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 Software
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • 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
  • 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 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
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Freshdesk

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HubSpot Service Hub

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HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer...

HappyFox Help Desk

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Reviews

Overall rating

4.5 /5
(1,751)
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 1,751
Sarah
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

The gold standard in customer service!

Reviewed on 2022-07-17

Invaluable progress has been made in facilitating communication. Helping us more effectively assist...

Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Pros

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Cons

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

Muhammad
Overall rating
  • Industry: Writing & Editing
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Zoho Desk

Reviewed on 2022-07-15

Zoho Desk is the best for customer care as it provides the facility to assign tickets automatically....

Zoho Desk is the best for customer care as it provides the facility to assign tickets automatically. It is stable for use.

Pros

Ticket assignment is automatically
It helps to enhance the relationship with clients
It is a stable tool

Cons

Workflow is sometimes not instinctive
There are limitations to living chat
confusing settings

Shaik
Overall rating
  • Industry: Automotive
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Helpful tool for management

Reviewed on 2022-07-06

It is better than previously used app and gets things done,

It is better than previously used app and gets things done,

Pros

It is optimised for initial starting business and tasks can assigned reassigned and updated, u can divide the task, categories them based upon the projects

Cons

It has some glitches and maintenance time is little bit high

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 Software
  • 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.
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001-10,000 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

Zoho Desk: Literally a Customer Delight

Reviewed on 2022-06-27

The overall experience has been good.Once we started using it, there is no need to explore any...

The overall experience has been good.Once we started using it, there is no need to explore any other tool. Solves our purpose completely

Pros

Zoho Desk allows our customer support team in handling queries in a sequential manner. Being a player in the SaaS domain tickets handling and ensuring optimal productivity of agent is a challenge which gets solved by this vendor of ours. Adding to this, various integration features with different applications ensure high level of optimization and reduced TAT.

Cons

UI/UX of the platform needs a big boost up. Various shortcut icons and analytics can be improved.

Showing 5 reviews of 1,751 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, 1,001-5,000

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 Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zoho Desk.