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 1,922 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.

Warren
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 3/1/2023

Zoho - One of the best ticket systems around

The initial setup was quick and easy, and since then it has been very smooth. The team enjoy using the software, the customers are feeling the benefit of the reliable ticket features.

Pros

The best bit about the software is that my team enjoy using it. It's user friendly, and visually appealing. The setup was also very pain free. Couple hours and we were ready to go.

Cons

We miss the FAQ's section of our previous helpdesk supplier. This is so handy and is really something that needs adding to Zoho.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Zoho Desk

Our contract had expired with our previous provider, and we felt we wanted a fresher change.

Switched From

Freshdesk, NinjaOne and Zendesk Suite

Reasons for Switching to Zoho Desk

The price was a deciding factor, and the support offered.
Arjun
  • Industry: Education Management
  • Company size: 11-50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
2
Ease of Use
5
Customer Support
3

3
Reviewed on 13/1/2023

Cheap CRM for Startups -Easy to use.

Pros

The software is very easy to use, doesn't require training for the team.

Cons

Reporting system is not very robust, AI layer is also very basic.

Alternatives Considered

HubSpot CRM

Reasons for Choosing Zoho Desk

Needed more features mainly query identification and TAT setting for each type if query.

Switched From

Zendesk Suite
Mercedes
  • Industry: Mental Health Care
  • Company size: 201-500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 8/11/2022

Helpdesk internal ticketing system - life changing!

Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk!

Pros

We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!

Cons

My only complaint about the software is that it is kind of difficult to set up initially.

Alternatives Considered

Salesforce Sales Cloud

Reasons for Choosing Zoho Desk

SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.

Switched From

SysAid

Reasons for Switching to Zoho Desk

The cost was much higher with Salesforce and was also not nearly as robust.
Hadi
  • Industry: Oil & Energy
  • Company size: 10,000+ Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 6/1/2023

Zoho Desk Review

Overall, I think the pros of Zoho Desk far outweigh the cons. It's a powerful customer service and support software that has helped my business improve our support processes and deliver better service to our customers.

Pros

Multi-channel support: Zoho Desk allows businesses to offer support through multiple channels (email, phone, chat, and social media), which is really convenient.Automation tools: Zoho Desk includes a range of automation tools (e.g. automated responses, routing rules, macros) that help streamline support processes and reduce the workload of support teams.Knowledge management: The knowledge base feature is really useful for storing and sharing information with both customers and support teams.Customization: Zoho Desk can be customized to fit the specific needs of a business, including the ability to create custom fields and workflows.

Cons

Learning curve: It did take some time for my team to get up to speed with all of the features and functions of Zoho Desk.Integration with other tools: While Zoho Desk does integrate with a number of other tools, there have been a few instances where we've had trouble getting everything to work together seamlessly.

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