Redbooth
4.4
(94 Reviews)
Redbooth is a cloud-based project management, collaboration and communication platform that is focused on serving...
Learn more
Software Advice offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
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 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
See pricing details
Free Version:
No
Free trial:
Alternatives to Zoho Desk
HubSpot Service Hub
4.4
(170 Reviews)
Service Hub is a cloud-based customer service platform designed for small to large businesses manage contacts,...
Learn more
Zoho CRM
4.3
(6906 Reviews)
Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and...
Learn more
WHMCS
4.1
(112 Reviews)
WHMCS is a web hosting automation solution designed to assist businesses in setting up and running their web hosting...
Learn more
SurveyMonkey
4.6
(10072 Reviews)
SurveyMonkey is a cloud-based survey tool that helps users create, send and analyze surveys. Users can email surveys to...
Learn more
Zoho Workplace
4.5
(23 Reviews)
Zoho Workplace is a digital workspace platform to centralize workspaces, simplify file sharing, and streamline team...
Learn more
Kaseya VSA
4.0
(203 Reviews)
Kaseya VSA is a cloud-based IT management and remote monitoring solution for businesses of all sizes across various...
Learn more
tawk.to
4.6
(335 Reviews)
tawk.to is a live chat software designed to help businesses communicate with clients and website visitors to deliver...
Learn more
HappyFox Help Desk
4.6
(93 Reviews)
HappyFox is a cloud-based customer relationship management solution that provides help desk and ticketing solutions to...
Learn more
IT Glue
4.6
(274 Reviews)
IT Glue is a cloud-based IT documentation solution that caters to small businesses across various industries. Features...
Learn more
Twilio
4.4
(471 Reviews)
Twilio is the worlds leading cloud communications platform that enables businesses to build, scale, and operate their...
Learn more
SolarWinds Service Desk
4.6
(574 Reviews)
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM)...
Learn more
Help Desk Migration
4.8
(108 Reviews)
Help Desk Migration is a software solution that migrates help desk data from one system to another. Help Desk Migration...
Learn more
Salesforce Sales Cloud
4.4
(18749 Reviews)
Sales Cloud is equipped with customer relationship management (CRM) functionality that encompasses lead management,...
Learn more
Freshservice
4.5
(594 Reviews)
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their...
Learn more
Zoho Desk Reviews
Feature rating
Loading...
All Zoho Desk Reviews
Filter by:
Sort by:
2,186 reviews
Kaylie
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
4.0
Reviewed on 3/01/2025
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
5.0
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
- Industry: Machinery
- Company size: 11–50 Employees
- Used Weekly for 1+ year
-
Review Source
3.0
Reviewed on 20/06/2024
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
5.0
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
5.0
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
5.0
Reviewed on 6/01/2025
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
Tiffany
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
4.0
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
Scott
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5.0
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.
Tommy
- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
4.0
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
Eudelio
- Industry: Internet
- Company size: Self Employed
- Used Daily for 1+ year
-
Review Source
5.0
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
Sanjay
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5.0
Reviewed on 17/06/2024
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
Armando
- Industry: Law Practice
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
5.0
Reviewed on 19/02/2024
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.
Rachel
- Industry: Environmental Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
5.0
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.
Stacey
- Industry: Civic & Social Organisation
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
4.0
Reviewed on 30/09/2024
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.
Ar-jay Angelo
- Industry: Food Production
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
4.0
Reviewed on 17/09/2024
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.
Verified Reviewer
- Industry: Health, Wellness & Fitness
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
5.0
Reviewed on 20/02/2024
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.
VEERESH
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5.0
Reviewed on 19/03/2024
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
Sophie
- Industry: Machinery
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
5.0
Reviewed on 24/08/2023
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.
Murat
- Industry: Medical Devices
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
4.0
Reviewed on 8/02/2024
Highly recommended
It is useful. Serves it purpose welll. Great suppport from Zoho.
Pros
Full featured support and ticketing system for excellent price.
Cons
Like many Zoho products, they are stand alone and integration between Other ZOHo products and Desk is not ideal.
Brandon
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
5.0
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.
Christine Rose
- Industry: Insurance
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
-
Review Source
5.0
Reviewed on 9/02/2024
The Best Help Desk Software
Pros
Ticket assignment has been made easier using Zoho Desk. It helps me reach out to different departments in my company easily whenever I need any kind of support. I love that we get a ticket number for tracking which issues have been resolved and are still in progress.
Cons
I filled out the form halfway and accidentally clicked on the tickets tabs, when I got back to completing the form I realize that I had to start from scratch. I hope there's some kind of history or "resume where you left off" button
Beatriz
- Industry: Transportation/Trucking/Railroad
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
4.0
Reviewed on 23/06/2023
Zoho desk is a go!
Pros
Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.
Cons
The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.
Winston
- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
-
Review Source
5.0
Reviewed on 8/08/2024
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
Rick
- Industry: Construction
- Company size: 2–10 Employees
- Used Monthly for 2+ years
-
Review Source
5.0
Reviewed on 29/11/2023
Zoho Desk makes customer service a breeze
Overall our experience with Zoho Desk has been great. It has streamlined out abilities to respond to our customer service requests much easier. It's also shortened our response times.
Pros
We've been using Zoho Desk for a while. What I like most is the ability to give the best customer service possible. We can track and respond to all their concerns and do appropriate follow up.
Cons
We've had a couple problems with Zoho Desk. In the beginning we could not customize it as well as we wanted but now it's become much better.
Verified Reviewer
- Industry: Market Research
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
4.0
Reviewed on 12/02/2023
"""MY Review ON Zoho Desk"""
As a user, I have been thoroughly impressed with my experience using Zoho Desk. The seamless integration and it has made my work processes easier and more efficient. I am delighted with my overall experience using this software and would highly recommend it to others.
Pros
I greatly appreciate the seamless integration of Zoho Desk with other Zoho products and third-party applications. This feature allows me to manage all my business processes from one central location, making it more convenient and efficient. I also like the automation tools, such as workflows and macros, offered by Zoho Desk.
Cons
I don't have any dislike for this tool as it help streamline and simplify customer service processes, making my work easier and more productive.
