Zoho Desk

Cloud-based help desk platform

4.5 /5 (1614 reviews) Write a Review!

Zoho Desk Overview

What is 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.

Zoho Desk Overview

Cost

Starting from
USD 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
United States, Canada, United Kingdom, Australia, China, India
Supported Languages
Chinese (Simplified), English, French, German, Japanese, Spanish

Media

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

Zoho Desk Reviews

Zoho Desk Reviews

Overall rating
4.5
/
5
Excellent
944

Very good
561

Average
93

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
Peter F.

Great on its own, OUTSTANDING when synced with Zoho CRM


Umang B.

One of the best investments for our organization

Great - and their customer service is great as well.


Verified Reviewer

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

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.


Denise W.

So far it has been a great service

We picked Zoho because of the worth and in this manner the indisputable reality that we were at that point familiar with their product arrangement as we utilize their Survey programming too. Things were getting lost or overlooked about and it had been making me insane. Zoho has a great set-up of items and this one isn't any special case! Simple to utilize (the essentials at any rate). What's more, it's very reasonable.


Gerard H.

Zoho Desk for Small Business

Have used a trial under a different company test name.
A really excellent product.
Still learning.


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 23/07/2019
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

Umang B.
Industry: Nonprofit Organization Management
Company size: 51-200 Employees

One of the best investments for our organization

Used Daily for 1+ year
Reviewed on 14/07/2020
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Computer & Network Security
Company size: Self Employed

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

Used Daily for 1-5 months
Reviewed on 24/08/2018
Review Source: Capterra

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?

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 1.0/10

Denise W.
Industry: Food & Beverages
Company size: 10,001+ Employees

So far it has been a great service

Used Daily for 1+ year
Reviewed on 10/06/2020
Review Source: Capterra

We picked Zoho because of the worth and in this manner the indisputable reality that we were at that point familiar with their product arrangement as we utilize their Survey programming too. Things were getting lost or overlooked about and it had been making me insane. Zoho has a great set-up of items and this one isn't any special case! Simple to utilize (the essentials at any rate). What's more, it's very reasonable.

Pros

I like the way that it converses with all or any of the rest of our Zoho items. It appears only an apparatus inside the framework. It plays pleasantly and interfaces in just barely like the rest of the items. I in reality simply like the appearance of the product, the format, and the way simple it's to utilize. we've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.

Cons

Most likely such a large number of alternatives accessible. huge amounts of your time spent up to this point simply understanding the whole stage. I'm despite everything perusing the UI yet it feels a touch less cordial than an elective decision I'm assessing.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Gerard H.
Industry: Telecommunications
Company size: 2-10 Employees

Zoho Desk for Small Business

Used Daily for 2+ years
Reviewed on 13/03/2020
Review Source: Capterra

Have used a trial under a different company test name.
A really excellent product.
Still learning.

Pros

We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons

Probably too many options available.
A lot of time spent so far just understanding the whole platform

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 10.0/10

User recommendation
8.5/10
Based on 1,614 user ratings
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Zoho Desk Pricing

Zoho Desk Pricing

Starting from
USD 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 1,614 user ratings
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Zoho Desk Features

Zoho Desk Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.4/5
Based on 1,614 user ratings
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Categories

Additional information for Zoho Desk

Additional information for Zoho Desk

Key features of Zoho Desk

  • Accounts and Contacts
  • 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

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: USD 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
  • 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:

Small Business, Large Enterprises, Freelancers, Mid Size 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