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

Alternatives to Zoho Desk

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 2,144 View all reviews
Saskia
Saskia
  • Industry: Restaurants
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 31/07/2023

Excellent solution that meets all of our requirements.

Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more and more requests. I've been using Zoho Desk for quite some time now, and it's been invaluable for streamlining my operations and those of my customer service staff.

Pros

As a ticketing and customer service platform, Zoho Desk comes highly recommended from me. Because of how simple and straightforward it is to use, my staff has had no trouble adapting it for handling client concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to other Zoho products. We also like how quickly and effectively the customer service team responds to our inquiries and resolves any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures.

Cons

Although the program provides a great return on investment, the upfront fees might be prohibitive, especially for startups. One other thing that may be improved with Zoho Desk is the reporting capabilities. I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate.

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

5
Reviewed on 27/09/2023

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.)
Alexander
  • Industry: Law Practice
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
5

4
Reviewed on 18/02/2024

Overall, a solid ticket management and blueprint system

Pros

Admin system is solid, but not the easiest to learn. Great features once you get it

Cons

Difficult permissions management and it takes a long time to get off the ground with understanding how to customize

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
Wiktoria
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/12/2023

Wonderful alternative!

Pros

This tool is very easy to use! I recomend this for everyone. Sheets are very transparent.
We have a lot of space.

Cons

Everything is fine. I didn't have any problems with Zoho

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