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.

Devices

Business size

S M L

Markets

Australia, Canada, China, United Kingdom, India, United States

Supported Languages

Chinese, English, French, German, Japanese, Spanish

Images

ZIA - AI Assistance of Zoho Desk
Reports & Dashboard
Call Center Help Desk
Embed Live Chat Widget
Unified Ticket Screen
Zoho Desk Mobile App
Blueprint Automation
Help Center Customization
Team Feed
Sentimental Analysis
View 11 more
Zoho Desk video
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

Features

Total features of Zoho Desk: 169

  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management Software
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication Software
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead 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
  • Complaint Management Software
  • Computer Telephony Integration
  • Configurable Workflow
  • Content Management System (CMS) Software
  • Customer Activity Tracking
  • 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
  • Data Migration
  • Decision Support Software
  • Disaster Recovery
  • Discussions / Forums
  • Document Management Software
  • Document Storage
  • Email Distribution
  • Email Management Software
  • Email Templates
  • Email Tracking Software
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Forms Management
  • Full Text Search
  • Gamification Software
  • Graphical Workflow Editor
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Distribution
  • Lead Nurturing Software
  • Live Chat Software
  • Loyalty Program
  • Macros/Templated Responses
  • Manual Dialer
  • Mind Maps
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring Software
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization and Behavioral Targeting Software
  • Portfolio Management
  • Predictive Analytics Software
  • Prioritization
  • Proactive Chat
  • Productivity Analysis
  • 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
  • Request Assignment
  • Resource Management Software
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • 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
  • Status Tracking
  • 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
  • Time & Expense Tracking
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Virtual Assistant
  • Web Forms
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.3
#1 Alternative to Zoho Desk
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

LiveAgent

4.7
#2 Alternative to Zoho Desk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Bitrix24

4
#3 Alternative to Zoho Desk
Bitrix24 is a free cloud & open source collaboration platform providing CRM, document management, tasking, time...

Salesforce Service Cloud

4.4
#4 Alternative to Zoho Desk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Reviews

Overall rating

4.5 /5
(1,648)
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.

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Showing 5 reviews of 1,648
Peter F.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 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

Great on its own, OUTSTANDING when synced with Zoho CRM

Reviewed on 23/07/2019

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.

Umang B.
Overall rating
  • Industry: Nonprofit Organization Management
  • 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 10.0 /10

One of the best investments for our organization

Reviewed on 14/07/2020

Great - and their customer service is great as well.

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.

Lauren S.
Overall rating
  • Industry: Retail
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 4.0 /10

Handy but still irksome...

Reviewed on 12/02/2021

Business - customer relations. We are able to amass a great wealth of product and customer feedback...

Business - customer relations. We are able to amass a great wealth of product and customer feedback that we can reference in the future as needed. This alone is quite valuable and makes wanting to change services a less attractive option for us.

Pros

Software facilitates customer - service relations and enables notes, attachments and status tracking to better serve our clients. Somewhat streamlined in appearance, which helps to keep the screen uncluttered.

Cons

Software is still clunky -- oftentimes, standard hotkeys end up changing the page settings where they otherwise would perform as expected on another interface. This happens surprisingly often and disrupts workflow when we strive to perform more efficiently when handling customer requests.

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?

Carlos M.
Overall rating
  • Industry: Internet
  • Company size: 2-10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

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

MUY COMPLETO

Reviewed on 29/01/2021

Pros

Es de los más completos que conozco, pero en la versión más cara, que aún así, es la más económica del mercado, con onmicanal, voz, chat, etc.

Cons

Es un poco engorroso encontrar las funciones en los menus, pero hace tan tantas cosas que es normal.

Showing 5 reviews of 1,648 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, Subscription, Open Source
  • Free Trial: Available

● Free - up to 3 users, forever! ● Standard - $14/agent/month ● Professional - $23/agent/month ● Enterprise - $40/agent/month

We do not have any information about Zoho Desk features

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:

Chinese, English, French, German, Japanese, Spanish

Zoho Desk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zoho Desk integrates with the following applications:

Facebook, GoToConnect, Google Analytics, Google Workspace, Intercom, Jira, Microsoft Teams, Pipedrive, 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 Invoice, Zoho SalesIQ, Zoho Social

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.