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 2,141 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 17/07/2022

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.

Stephanie
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 5/04/2023

Zoho maintains automated tickets that are easy to attend to

Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.

Pros

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

Cons

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

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

5
Reviewed on 7/01/2024

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.

Verified Reviewer
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
3

3
Reviewed on 25/05/2023

Comprehensive Features

Pros

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

Cons

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

Alternatives Considered

Salesforce Sales Cloud and SurveyMonkey
Diwakar
  • Industry: Research
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 29/11/2023

Best tools for customer service and customer communication.

Pros

Ticket customization and best automation tools to respond customers. The UI interface is very easy to use. Customer service is the best in class as they come up with resolution very fast.

Tracking of customer complain is easy, email, live chat. SMS are the best features available in this tools.

Cons

No major dislike, but in free plan we are not able to use full features.

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