Zoho Desk
About Zoho Desk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features include customer support tickets, a customer support portal, contract management, and report creation. The solution collates interactions from various media such as email, phone, chat, social media, a self-service portal, forums, and forms and presents them in one place.
Zoho Desk enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours, and adding help folders. 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.
The platform integrates with Zoho customer relationship management (CRM), which facilitates the addition of customer information into tickets logged in Zoho Desk and enables service agents to know more about the customers.
Key benefits of Zoho Desk
- Dedicated training program with a shallow learning curve.
- Customizable workspace that works across any industry, brand, and department.
- Hassle-free migration with the help of our account executives.
- No hidden costs, long-term contracts, and lock-ins.
- Compliant with data protection laws, such as GDPR, HIPAA, and CCPA.
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Reviews
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- Industry: Restaurants
- Company size: 10,000+ Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent solution that meets all of our requirements.
Reviewed on 31/7/2023
Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a...
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.
- Industry: Mechanical or Industrial Engineering
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Helpdesk Resolution with Utmost Productivity
Reviewed on 9/10/2024
In conclusion, the software has really helped us move from a manual approach towards single click...
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.
- Industry: Automotive
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Zoho Desk has been a game-changer for managing customer support requests efficiently.
Reviewed on 7/12/2023
Pros
The ticketing system is user-friendly and the automation features save tons of time.
Cons
Integration with other Zoho products could be smoother, and the reporting features could be more robust.
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
4 Affordable Pricing Plans To Choose From
Reviewed on 8/12/2024
I feel like Zoho Desk is ideal for small to medium sized businesses, like mine. It has been...
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
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Keep your customers happy
Reviewed on 11/5/2024
Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.
Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.
Pros
In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.
Cons
We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).
Zoho Desk FAQs
Below are some frequently asked questions for Zoho Desk.Q. What type of pricing plans does Zoho Desk offer?
Zoho Desk offers the following pricing plans:
- Starting from: US$20.00/month
- Pricing model: Subscription
- Free Trial: Available
Free - up to 3 users, forever! Express - $7/user/month billed annually Standard - $14/user/month billed annually Professional - $23/user/month billed annually Enterprise - $40/user/month billed annually A 15-day free trial is available.
Q. Who are the typical users of Zoho Desk?
Zoho Desk has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Zoho Desk support?
Zoho Desk supports the following languages:
Arabic, Brazilian Portuguese, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian, Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese
Q. Does Zoho Desk support mobile devices?
Zoho Desk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Zoho Desk integrate with?
Zoho Desk integrates with the following applications:
APPSeCONNECT, Aircall, Alegra, Asana, AskNicely, Asterisk, BigCommerce, Bigin by Zoho CRM, Call Center Studio, Capsule, ChargeOver, ChurnZero, Clearbit, ClickSend, Clockify, CloudTalk, Cx MOMENTS, Exotel, FreJun, GitHub, GoTo Connect, Google Analytics 360, Google Workspace, Harvest, Hiveage, Intercom, Jira, JustCall, LateShipment.com, MYOB Business, Mailchimp, Meta for Business, Microsoft Teams, Netomi, OnePageCRM, Ozonetel, Pipedream, Pipedrive, Plivo, RingCentral Contact Center, Salesforce Sales Cloud, ShippingChimp, Skyvia, Slack, SurveyMonkey, TalkChief, Teamwork CRM, Toky, Trello, Twilio, Twitter/X, WHMCS, WhatsApp, Yeastar P-Series Phone System, Zadarma, Zapier, Zoho Analytics, Zoho Assist, Zoho Billing, Zoho Books, Zoho BugTracker, Zoho CRM, Zoho Cliq, Zoho Commerce, Zoho Creator, Zoho FSM, Zoho Flow, Zoho Forms, Zoho Inventory, Zoho Invoice, Zoho Meeting, Zoho Projects, Zoho SalesIQ, Zoho Social, Zoho Sprints, Zoho Survey, Zoho Voice, Zoom Phone, babelforce, viaSocket
Q. What level of support does Zoho Desk offer?
Zoho Desk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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Customer Service Software
