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 has a free version and offers a free trial. Zoho Desk paid version starts at US$14.00/month.

Starting Price:
US$14.00/month
Free Version:
Yes
Free trial:
Yes

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Zoho Desk Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.4
Customer Support
4.3
5 reviews of 2,046 View all reviews
Sarah
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 17/7/2022

The gold standard in customer service!

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.

Abhishek
  • Industry: Computer Networking
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 9/4/2023

Zoho desk review

A cloud-based application called Zoho Desk can handle client enquiries from several channels, including emails, chats, social networks, and phone. To assist agents in handling enquiries and providing prompt and efficient resolutions, it provides capabilities for ticket administration, automation, knowledge bases, reporting, and analytics. Customized analytics and real-time dashboards from Zoho Desk offer information on customer assistance performance that can be used to inform decision-making. It is a well-liked option for small and midsize businesses because of its user-friendly design and reasonable price.

Pros

• When you choose to connect everything with his website or application, it offers a straightforward widget code with only a few clicks.• For iOS and Android smartphones, there is an extremely user-friendly specific app for Zoho Desk.• The dashboard interface makes it simple to keep track of every single one of your complaints and agents.• Each ticket may have tags added to it so you can categories and analyze it for problems.• Interacting with consumers through various ways• Cross-departmental teamwork • Handling minute gears and cogs • Automatic ticket assignment

Cons

• A key element that is lacking from Zoho Desk is the absence of a desktop application.• The Recent items shortcut icon may have been better positioned just at top header menu rather than the footer.• The footer menu requires larger icons because some of them are difficult to see on smaller displays.• Certain features' functionality depth may seem constrained as prices increase.• The system has to be heavily customized in order to function.

Verified Reviewer
  • Industry: Transportation/Trucking/Railroad
  • Company size: Self Employed
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
0
Features
1
Ease of Use
1
Customer Support
1

1
Reviewed on 30/4/2023

Most likely

Pros

Sign in and sign out is is user friendly

Cons

Document application and ease of use of it

Rahul
  • Industry: Health, Wellness & Fitness
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 10/2/2023

A Good ITSM tool - Zoho Desk

It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.

Pros

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Cons

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

Alternatives Considered

GLPi and JIRA Service Management

Reasons for Switching to Zoho Desk

Its having good UI and also customizable as per your requirement to an great extent.
Goma
  • Industry: Nonprofit Organisation Management
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 30/4/2023

User Friendly Help Desk Software with Excellent Customer Support

Pros

One of the biggest pros of using Zoho Desk is its ease of use. The software is straightforward and intuitive. They have an excellent customer support, which is crucial when dealing with technical issues. Another pro of using Zoho Desk is its customization options. The software allows me to customize various aspects, such as ticket fields, layouts, and workflows, to match my business requirements.

Cons

While the software offers excellent value for its price, the costs can add up, especially for small businesses. Another suggestion for Zoho Desk is to provide more comprehensive reporting options. The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance.

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