About Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation. Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. 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. Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers. The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.
Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversations
Zoho Desk Software - Customization
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Zoho Desk New UI
Zoho Desk Software - Customers
Zoho Desk video
Zoho Desk Software - Instant Messaging - thumbnail
Zoho Desk Software - Guided Conversations - thumbnail
Zoho Desk Software - Customization - thumbnail
Zoho Desk Software - Accessibility Controls - thumbnail
Zoho Desk Software - Zoho Desk New UI - thumbnail

Zoho Desk pricing

Zoho Desk does not have a free version but does offer a free trial. Zoho Desk paid version starts at US$14.00/month.

Starting Price:
US$14.00/month
Free Version:
No
Free trial:
Yes

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Browse Zoho Desk Reviews

2,193 of 2,193 reviews
Sort by:
Kaylie
Kaylie
  • Industry: Hospital & Health Care
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
4

4
Reviewed on 3/1/2025

Efficient collaboration software.

Our clinics have grown a lot and we have significantly increased the number of employees and professionals working with us, for this and other reasons of administrative streamlining we decided to implement Zoho Desk, which with its features allowed us to facilitate collaboration between employees.
We created a ticketing system that allowed us to prioritize employee requests and reduce response time.
We created an employee portal where they can find frequently asked questions and report problems.

Pros

It is a necessary tool to facilitate excellent synchronization and communication between employees.
It has a well-designed interface that is pleasing to the eye.
It allows you to keep track of the problems that arise in each department of the company and respond more effectively.

Cons

It is an efficient product and so far we have not had any major problems.

Autumn
  • Industry: Hospital & Health Care
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/12/2024

10/10 RECOMMEND!!!

Zoho has been a game changer for our business! It is so easy to use, keeps great track of customers and is really everything we need!

Pros

I love the ease of use! You can use the app on your desktop or your web browser! The reports are easy to set up and read!

Cons

I really have nothing bad to say about Zoho! It is so easy to use!!

Nikita
Nikita
  • Industry: Machinery
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
3
Customer Support
2

3
Reviewed on 20/6/2024

Mediocre Communication Management System

Pros

It has all the basic features that are requested.

Cons

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Aniruddha
  • Industry: Mechanical or Industrial Engineering
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/10/2024

Helpdesk Resolution with Utmost Productivity

In conclusion, the software has really helped us move from a manual approach towards single click ticketing system which has improved our internal processes efficiently with an agile mindset.

Pros

I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options.

Cons

The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization.

Samuel
  • Industry: Broadcast Media
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/12/2024

Fostering Seamless Customer Service and Support with Zoho Desk.

Pros

It is simple to communicate and engage with customers across multiple communication channels with Zoho Desk. It enhances faster customer issues resolution. It provides 24/7/365 customer support.

Cons

My experience with Zoho Desk is great hence I lack anything to dislike.

Thorsten
  • Industry: Airlines/Aviation
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 6/1/2025

Get help and track tickets.

I like it's ability to keep tickets open until they're worked upon.

Pros

Zoho Desk is simple to use and inexpensive when compared to similar and easy to track their tickets.

Cons

It helps us to connecting our clients in very short time

Greg
Greg
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
3

4
Reviewed on 30/1/2025

A great customer service tool with some notable downsides

Desk has been great overall and has covered our basic needs of having a customer support tool; however, there are some critical flaws that make its function disappointing and below the mark at times.

Pros

Zoho Desk provides a great platform to make a nearly all inclusive space for CX to answer customer questions. The Knowledge Base feature is also a strong value add.

Cons

There are some odd ways about Desk operates. I recently discovered that for whatever reason, it only imports about half of our support emails. There are also quite a few features missing from their reporting and analytics, as well as leaving much to be desired in how notifications are disbursed

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 25/1/2025

Zoho Desk Review

the setup process was straightforward and fast, There were videos to assist in setting up

Pros

easy to use CRM, works well with other software integrations

Cons

quite expensive for the enterprise plan, it had all the features we wanted and I pretty much had to pay for it

Karan
Karan
  • Industry: Accounting
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
4
Customer Support
4

4
Reviewed on 30/1/2025

Desk software to deliver good support

Overall its not so good to use Zoho but the idea is good

Pros

We can use it with limites excess of internet

Cons

Clumsy, and not intuitive along with gaping holes in sales

Satheesh
Satheesh
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 4/2/2025

Amazing Product

I am fully satisfied to work in this domain

Pros

I like the support is to quick and we all are satisfied with this product.

Cons

It's very effective platform to work and simple to work.

Sanjay
Sanjay
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 17/6/2024

Zoho Desk- Efficient Support Tool

It's great. Good tool and does the job.

Pros

Easy Setup
Good 3rd Party Intergration
Provides the user experience we need

Cons

There should be more telephony providers for more countries

Ashkan
  • Industry: Accounting
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 6/10/2024

Zoho desk review

Pros

What I like most about Zoho Desk is its intuitive and user-friendly interface, making it easy to manage customer support tickets. It offers excellent automation features for

Cons

Zoho Desk is its occasional performance lags, especially with larger ticket volumes.

Smita
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 24/10/2024

essential Communication tool

Overall the experience has been satisfactory and we were able to achieve what we intended to do.

Pros

Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software

Cons

Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function.

Buse
Buse
  • Industry: Consumer Electronics
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 7/11/2023

A lot better compared to similar tools in many aspects

Zoho Desk is a pretty nice tool because it lets us bring all our customer service stuff together in one place. We can handle support tickets, calls, emails, and even social media messages right in Zoho Desk. It's got a bunch of handy features and tools that help us run support smoothly. We can check out how we're doing with analytics, automate boring tasks, and set up our own custom workflows. Long story short, Zoho Desk has made our customers happier, improved our relationships with them, and kicked our customer support game up a notch.

Pros

Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers.

Cons

It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial.

Ar-jay Angelo
  • Industry: Food Production
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 17/9/2024

Solid Help Desk Solution for Growing Teams

Zoho Desk is a reliable support platform with great automation, but the user interface could be more streamlined for better usability.

Pros

I liked the easy ticket management, automation options, and customizable workflows. It integrates well with other Zoho products.

Cons

The interface can feel cluttered at times, and some advanced features require higher-tier plans.

Divaldo
Divaldo
  • Industry: Consumer Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/10/2023

One of the best Help desk solution

Pros

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Cons

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Eudelio
  • Industry: Internet
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/11/2024

Zoho recomended

Pros

The ticketing feature is the one I use in my day job

Cons

I am happy with all features in Zoho Desk

VEERESH
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
2
Customer Support
3

5
Reviewed on 19/3/2024

One stop solution for your daily Impact operations

Pros

User interface and the user experience is good compared to other CRM tools

Cons

support is zero if at all i want to talk to the team

Julio A.
Julio A.
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Monthly for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4

5
Reviewed on 20/8/2024

My Zoho Desk Review

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Pros

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Cons

I understand that it can be a bit uphill for a small team of 3 technicians and an administrator financially! I would give at least two technicians for free

Anerlisa
Anerlisa
  • Industry: Food & Beverages
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
0

4
Reviewed on 2/11/2023

Happy user, Zoho Desk has greatly improved our customer experience

Pros

I would first like to appreciate the most beautiful and fully designed dashboard, everything is crystal clear. Very simple to set up and use. Zoho Desk is customizable to your liking, this means it works for you, and you are certain of desirable results. The software is fairly priced, saves money. Customer care is a 10/10, very responsive and informative. It intergrates well with other Zoho products I use and this simplifies my work. Free version is a brilliant idea, I used this before and now I use the paid version. Tracking tickets and agents has never been this easy, I do this from the dashboard without any struggle

Cons

Zoho Desk is the best worldwide, none of the competitors beats this brilliant software. Kudos team

Oliver
Oliver
  • Industry: Management Consulting
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/9/2023

Easily deployable software that relates closely with our customers management needs.

User-friendly and reliable software. My experience so far is great and I would recommend it.

Pros

A lot has been said about Zoho Desk but my experience is outstandingly genuine and worth sharing. Zoho gives live performance which is a big achievement for us. We are able to keep track of customers needs and satisfaction in real time. Adjustment is therefore effected immediately where need be. Apart from real time engagement, Zoho is quite affordable. With the much Zoho helps in achieving, it is worth our money and time over and over again. Other benefits of using Zoho Desk are, ease of customization, integration and implementation. Zoho is the real deal.

Cons

For the longest time I have used Zoho Desk, I have no complaints. Neither do anyone in my team. I only feel the greatness of it.

Tammy
  • Industry: Design
  • Company size: Self Employed
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 7/1/2024

Navigating Excellence: My Zoho Desk Experience

It was a great experience. They have so much to offer and so many things to navigate and use.

Pros

I like Zoho Desk for its user-friendly interface, and seamless integration with other Zoho applications,

Cons

I don't have any cons about Zoho desk. I am completely satisfied.

Abdul-Gafar
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 13/11/2024

Pretty solid ticketing system

Pros

It's feature rich and integrates well with the other zoho products

Cons

UI & UX could use a bit of work but in general it's quite good

Brandon
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 12/10/2023

Efficient customer support management

Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers.

Pros

I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities.

Cons

At times, it can be a bit limited in terms of fully accommodating our specific security needs.

Winston
  • Industry: Food Production
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/8/2024

Zoho Desk excellent plataform for Customer Service

A plataform full of features, many ways to comunicate with, good support

Pros

It's a very intuitive plataform, the way you can manage the tickets

Cons

Maybe a little overwhelming the application

Tiffany
  • Industry: Retail
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 8/12/2024

4 Affordable Pricing Plans To Choose From

I feel like Zoho Desk is ideal for small to medium sized businesses, like mine. It has been suitable for my business for automation and reporting. But if you're using this software i advise to upgrade to the advanced features. If you're seeking for software like this that is affordable, then this is a great choice for you're business. They provide 4 different pricing plans that are affordable.

Pros

The pros of Zoho Desk are....
User friendly interface
Omnichannel support
Automation
Reporting and analytics
Integration
Affordable
Mobile apps

Cons

The cons of Zoho Desk are...
Limited advanced features
Steep learning curve
Limited customization
Dependance on Zoho Ecosystem

John
  • Industry: Nonprofit Organisation Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

4
Reviewed on 20/1/2025

What I Know about Zoho Desk

Pros

Zoho Desk makes it super easy to deliver customer experiences via real-time live chat and audio calls.

Cons

Zoho Desk is cloud-based and it is only premium, thus it has no free version.

Peter N
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/1/2025

Elevate your customers experience with Zoho Desk, a ten over ten software.

Incredible experience like no other. My all-time partner.

Pros

Make communication proactive with Zoho Desk. It has a very easy to use user interface, very easy to use. Ticket management and real time alerts and notification makes Zoho Desk our top priority. A game changer you ought to try.

Cons

Let's learn to focus on the positive side, Zoho Desk can never let anyone down.

Lisa
  • Industry: Financial Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 6/6/2024

Creates an organized and collaborative teams for easy ticket resolution

Experience an automated support, self-service management and professional customization.

Pros

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Cons

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

Peter
  • Industry: Renewables & Environment
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/5/2024

Offers multiple options to help customers get their issues resolved quickly

Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Verified Reviewer
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/10/2024

Zoho Desk: Feature-Rich and Affordable, But Can Be Overwhelming

Pros

Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.

Cons

Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.

Stefano
  • Industry: Business Supplies & Equipment
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 10/11/2024

A valid platform to group tickets from different sources

My experience with Zoho Desk has shown that it’s a very flexible and reliable platform which can group tickets from different sources into the same place. Like any tool it comes with some room for improvement, especially in the mobile version. Sometimes slowdowns may occur if you have a lot of data in your reports.

Pros

Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.

Cons

The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.

Alternatives Considered

Help Scout

Reasons for Choosing Zoho Desk

Costs for advanced features were too pricey

Switched From

Freshdesk

Reasons for Switching to Zoho Desk

It has fewer advanced automation options
Liam
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/5/2024

Keep your customers happy

Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Scott
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 29/11/2024

Reliable Solution for Customer Support and Organizing

Using Zoho Desk has been a largely positive experience. Using Zoho Desk has been a largely positive experience.

Pros

The layout is intuitive easy to navigate, even for beginners. I could set up my help desk quickly, and training my team to use the platform. Everything is organized neatly, from tickets to customer profiles, making it simple to stay on top of tasks.

Cons

The basic and mid-tier plans have limited customization options compared to the higher-priced plans.

Armando
  • Industry: Law Practice
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/2/2024

My experience with Desk

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.

Andrew
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/2/2024

Excellent and awe-inspiring Help Desk Solution.

I'm happy because Zoho Desk delivers great customer services.

Pros

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Cons

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Tommy
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

4
Reviewed on 28/11/2024

Runs smoothly and can do a lot of basic things for customer support.

Great! Simple and does what we needed to do. Could not complain.

Pros

Simple and easy to use. Could integrate teams with zoho. Ticket system was easy to use.

Cons

Some functions wouldn't work based on the IT feedback

Laide
  • Industry: Management Consulting
  • Company size: 51–200 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 22/9/2024

Intuitive ticketing system for a consulting company

Pros

Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time.Additionally it is very easy to use and has a very user-friendly UI.

Cons

Some occasional system slowdowns can affect productivity.

Stacey
  • Industry: Civic & Social Organization
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
5
Customer Support
2

4
Reviewed on 30/9/2024

Need a ticking system try them

One of the easiest ticking system you can create from scratch.

Pros

Fairly easy to work with the developers to create a ticketing system.

Cons

It's an overseas product and it's hard to communicate due to there accents. I dislike some of the development things. Even with the higher package you were still very limited how to set the help desk ticking system up. It was easy to change the basics like logo, fonts, website layout.The important features wasn't available most times.

Alexandru
  • Industry: International Affairs
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 15/4/2024

Simple view and works great!

Pros

The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime.

Cons

The customization of the ticket layouts and of the reporting could be improved.

Rachel
Rachel
  • Industry: Environmental Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 27/12/2023

An easy-to-use tool with great built-in features for a good quality customer service

Compared to other customer support tools, it is cheaper. I use it every day and still discover new possibilities of use!

Pros

Once you learn how to navigate in the settings, you can access so many advanced features - you can set your own rules for the entire ticketing system, create automatic replies and message templates, create surveys, etc.

Cons

It is easy and intuitive to learn to use it for the basic ticketing system, however, it takes some time if you want to dive into its more advanced features for the rules creation.

Omar
  • Industry: Human Resources
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
3
Customer Support
0

4
Reviewed on 6/11/2024

Zoho Desk Review

My overall experience with Zoho Desk is that is it a diverse tool that can be used for many different reasons. However, it did take a bit for me to learn the software's UI

Pros

What I like most about the Zoho Desk are the total capabilites it has available to users. From CRM, support, campaigns, tracking, etc. It is very diverse.

Cons

What I liked least about Zoho Desk is how frustrating the UI is to work with. I am used to working with simpler applications and Zoho was a bit of a learning curve to me.

Verified Reviewer
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 20/2/2024

Zoho Desk is pretty Good

Very good to use and easy to maanage, reports have to be better structured.

Pros

Easy to use and comfortable user interface.

Cons

Limited in free version and i needed to test its features.

🪃 Isaac
🪃 Isaac
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 22/4/2024

Streamlining Customer Service with Zoho Desk

Pros

I was highly impressed with Zoho Desk's intuitive interface and comprehensive feature set. The platform is exceptionally user-friendly, making it easy for our team to manage tickets efficiently. One of the standout features is its automation capabilities, which significantly reduce the manual workload by routing tickets based on predefined rules. This has led to a faster response time and increased customer satisfaction. Additionally, the integration with other Zoho products and third-party tools is seamless, providing a unified approach to our customer service processes.

Cons

While Zoho Desk offers many advantages, one area that could see improvement is its mobile app. The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version. This can be a drawback for teams that rely heavily on mobile access to provide timely customer support. Enhancing the mobile experience would make Zoho Desk even more robust for on-the-go users.

Veeresh
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
3
Customer Support
2

4
Reviewed on 15/11/2024

Good Tool to use

Pros

its easy to use and work allocation would be easy

Cons

Less support to explore and implement all the modules

Andrei
  • Industry: Accounting
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 4/5/2024

Pleased with Zoho Desk

Overall Zoho Desk is a great app in managing customers issues. Really helped the company with customers issues.

Pros

Setting up the app was very easy an fast. It has a clean UI and everybody had no trouble learning how to use it. Is really fast, having 3000+ customers is not easy, every 5 minutes one needs support and Zoho Desk really make the support team a easy job.

Cons

There are some very small things but does not worth mentioning because they are far from a deal breaker. Other will not even notice them.

Verified Reviewer
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 27/9/2023

a very useful tool for organizations and MSP teams

In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.

Pros

I like the customization of the system, creation of workflows, and automation

Cons

I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.

Reasons for Switching to Zoho Desk

ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.)
Sophie
Sophie
  • Industry: Machinery
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 24/8/2023

powerful and efficient customer service

Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication is impressive. Efficiency and communication management is improved with this platform.

Pros

I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.

Cons

At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.

Leroy
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/3/2024

Zoho Desk all in one help desk

Pros

This is the perfect suite for supporting clients, with multiple integrations for chat, CRM, and other communication channels.

Cons

In the customer section, segments are needed for criteria with domain email or business or home clients.

Houyamne
Houyamne
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/7/2023

our all-in-one client-success management tool

This tool helps our team to manage invoices and support related issues and personally, I'm satisfied with it.

Pros

Zohodesk helps us to effectively communicate with our customers in several ways:- It enables us to create effective create quote forms with automatic payment options attached. This works in the way that when a client requests a free quote. We usually include a payment option at the bottom of the quote that will permit the client to directly make their payment (PayPal and Stripe) after quote acceptance. We also urge them to quickly sign and agree to our business terms before payment is initiated.-We use it to create automatic recurring payments based on the contract type with the client.- It also helps to manage support tickets and follow up with any issues our clients might be facing.The most fascinating part of it is that ZohoDesk handles everything internally

Cons

Even though the free version is limited, but yet, we still get the best out of it. It's not a bad deal.

2,193 reviews

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