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 addition of customer information into tickets logged in Zoho Desk and enables service agents to know more about the customers.

Pricing starting from:

$14.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Zoho Desk

- 50% faster implementation than most customer service software.

- Dedicated training program with a shallow learning curve.

- Customizable workspace that works across any industry, brand, and department.

- Hassle-free migration with the help of our account executives.

- No hidden costs, long-term contracts, and lock-ins.

- Compliant with data protection laws, such as GDPR, HIPAA, and CCPA.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Argentina, Australia, Belgium, Brazil, Canada and 23 others

Supported Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch and 14 others

Pricing starting from:

$14.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Personalization
Zoho Desk Software - Guided Conversations
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - ZIA - AI Assistance of Zoho Desk
Zoho Desk Software - Blueprint Automation
Zoho Desk Software - Help Center Customization
Zoho Desk Software - Sentimental Analysis
Zoho Desk Software - Customers of Zoho Desk
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Zoho Desk video
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Zoho Desk Software - Instant Messaging
Zoho Desk Software - Personalization
Zoho Desk Software - Guided Conversations
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - ZIA - AI Assistance of Zoho Desk
Zoho Desk Software - Blueprint Automation
Zoho Desk Software - Help Center Customization
Zoho Desk Software - Sentimental Analysis
Zoho Desk Software - Customers of Zoho Desk

Features

Total features of Zoho Desk: 159

  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management Software
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Billing & Invoicing
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring Software
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking Software
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management Software
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot Software
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Content Management System (CMS) Software
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • 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
  • Drag & Drop
  • Email Alerts
  • Email Management Software
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • For Insurance Industry
  • 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
  • Lead Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding Software
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization and Behavioral Targeting Software
  • Pre-built Templates
  • Predictive Analytics Software
  • Prioritization
  • Proactive Chat
  • Project Management Software
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Data
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • 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
  • Templates
  • Text Analysis Software
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant Software
  • VoIP Connection
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Redbooth

4.4
#1 Alternative to Zoho Desk
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HubSpot Service Hub

4.4
#2 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
#3 Alternative to Zoho Desk
Zoho CRM is a cloud-based customer relationship management (CRM) software that helps businesses of all sizes close...

WHMCS

4.1
#4 Alternative to Zoho Desk
WHMCS is a web hosting automation platform which can manage signups, provisioning, billing and support for web hosting...

Reviews

Overall rating

4.5 /5
(2,144)
Value for Money
4.5/5
Features
4.5/5
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.

Showing 5 reviews of 2,144
Tacho
Tacho
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 01/09/2021

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.

Letlet
Overall rating
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

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

Boost Your Customer Satisfaction Levels with Zoho Desk

Reviewed on 22/02/2023

We were having a hard time managing customer service and support because customers could contact us...

We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service.

Pros

The unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates.

Cons

Although Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Switching to Zoho Desk

Zoho Desk has several advantages over its competitors in the help desk software market. Firstly, Zoho Desk seamlessly integrates with other Zoho products, such as Zoho CRM, Zoho SalesIQ, and Zoho Projects. This makes it easier for businesses to have a comprehensive solution that streamlines their sales, marketing, and support operations.Another advantage of Zoho Desk is its affordable pricing. Zoho Desk offers a range of pricing plans that are affordable and scalable for businesses of all sizes. In fact, its pricing is often more competitive than other help desk software solutions in the market, making it an excellent value for businesses looking to streamline their customer support operations.
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 24/08/2018

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?

Armando
Overall rating
  • Industry: Law Practice
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

My experience with Desk

Reviewed on 19/02/2024

Pros

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Cons

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.

Nitin
Nitin
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 08/09/2021

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

tawk.to and Freshdesk

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 2,144 Read all reviews

Zoho Desk FAQs

Below are some frequently asked questions for Zoho Desk.

Zoho Desk offers the following pricing plans:

  • Starting from: $14.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

Free - up to 3 users, forever! Express - $7/user/month billed annually Standard - $14/user/month billed annually Professional - $23/user/month billed annually Enterprise - $40/user/month billed annually 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/X, Zadarma, Zapier, Zoho Analytics, Zoho Assist, Zoho Billing, 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 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.