Zoho Desk

Zoho Desk

Industry's first context-aware Helpdesk Software

4.5/5 (1598 reviews)

Zoho Desk Overview

What is Zoho Desk?

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Save the world from bad customer service!


Put customer service at the heart of your company.
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.

Close tickets. Open happiness.
Zoho Desk gives your team the best tools to help customers while automating frequent tasks that otherwise take up precious time.

Don't improvize. Improve.
With Zoho Desk, identify the right trends and patterns in your team's efforts, make improvements, and inspire better performance.

One company. One team.
Zoho Desk helps bring together employees from across departments, to give customers a truly unified customer service experience.

Convenience is key.
When your customers want to reach out, be available for them over a variety of channels—email, phone, live chat, social media and more.

Self-help is the best help.
Equip customers so they can find answers to questions on their own and help their peers in the true spirit of a community.

Your help desk, truly yours.
Zoho Desk understands the uniqueness of your business, and allows you to customize extensively and integrate it with other apps.

Sync contacts and users.
Add business contacts from Google Contacts to Zoho Desk. Stay connected to every contact by syncing them with Google.

Zoho Desk Overview

Pricing

Starting from
US$12.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month


Zoho Desk Features

Devices
Business size
S M L
Markets
Asia, Australia, Canada, China, Europe and 5 others, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), English, French, German, Japanese, Spanish

Screenshots

Zoho Desk screenshot: ZIA - AI Assistance of Zoho Desk
Zoho Desk screenshot: ZIA - AI Assistance of Zoho Desk Zoho Desk screenshot: Reports & Dashboard Zoho Desk screenshot: Call Center Help Desk Zoho Desk screenshot: Embed Live Chat Widget Zoho Desk screenshot: Unified Ticket Screen Zoho Desk screenshot: Zoho Desk Mobile App Zoho Desk screenshot: Blueprint Automation Zoho Desk screenshot: Help Center Customization Zoho Desk screenshot: Team Feed Zoho Desk screenshot: Sentimental Analysis

Zoho Desk Reviews

Zoho Desk Reviews

Overall rating
4.5
/
5 1598 reviews
Excellent
935

Very good
555

Average
92

Poor
11

Terrible
5

Value for Money
4.5
Features
4.4
Ease of Use
4.4
Customer Support
4.3
93% recommended this app
Peter F.

Great on its own, OUTSTANDING when synced with Zoho CRM


Grace P.

Affordable platform


Verified Reviewer

Great customer support platform loaded with features

Overall, it is a nice platform and provides all the necessary tools to effectively run our customer service team. It helps facilitate our customer service processes and ensures proper designation and channels for customer inquiries. However, ironically, the over simplified UI could hinder our teams efficiency since the layout and 'readily' viewable information could use some improvement.


Verified Reviewer

Everything is in BETA, after you are sold into a purchase...

I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.


Neo G.

Perfect!


Peter F.
Industry: Information Technology & Services
Company size: 2-10 Employees

Great on its own, OUTSTANDING when synced with Zoho CRM

Used Daily for 1+ year
Reviewed on 23/7/2019
Review Source: Capterra

Pros

The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing.

It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk.

Powerful automation features.

Love the customer portal + knowledge base, we use it every day.

Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Cons

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Grace P.
Industry: Wholesale
Company size: 2-10 Employees

Affordable platform

Used Daily for 2+ years
Reviewed on 30/12/2019
Review Source: Capterra

Pros

Affordable, have functions most platform has

Cons

no app for apple mail or apple desk top. I’d like integration with apple desktop.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Retail
Company size: 2-10 Employees

Great customer support platform loaded with features

Used Daily for 1-5 months
Reviewed on 13/11/2019
Review Source: Capterra

Overall, it is a nice platform and provides all the necessary tools to effectively run our customer service team. It helps facilitate our customer service processes and ensures proper designation and channels for customer inquiries. However, ironically, the over simplified UI could hinder our teams efficiency since the layout and 'readily' viewable information could use some improvement.

Pros

Zoho desk is a great alternative to other helpdesk systems as it provides a huge amount of tools and features such as automatically timing each response time, attaching resolutions, assigning and auto-assigning tickets, and allowing multiple departments to work on a specific ticket if needed. It also provides the ability to make macros and assign tags. Their platform really seems to try and make the whole helpdesk team be as efficient as possible.

Cons

The biggest issue we have with zohodesk is the UI and settings layout. It is clean and simple. However, we found that looking for a specific option or setting could be very time consuming and difficult to find. Having an overly clean and simple interface also seems to have resulted in limited information being visible. For example, you cannot see the time a ticket or response was received (only the time that has elapsed since it was received). Basically, you have to do math to find out when it was actually received or responded to unless you actually click in and view the details of the ticket itself.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Computer & Network Security
Company size: Self Employed

Everything is in BETA, after you are sold into a purchase...

Used Daily for 1-5 months
Reviewed on 24/8/2018
Review Source: Capterra

I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

Pros

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.

HTTPS had to be requested and is not a part of the package unless you call up and request it.

Cons

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 1.0/10

Neo G.
Industry: Photography
Company size: 2-10 Employees

Perfect!

Used Daily for 2+ years
Reviewed on 26/12/2019
Review Source: Capterra

Pros

It's perfect for our needs. Easy to use, navigate, and customize.

Cons

No cons here. The product is wonderful for us.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.5/10
Based on 1,598 user ratings
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Zoho Desk Pricing

Zoho Desk Pricing

Starting from
US$12.00/month
Free Trial
Free
Subscription
Value for money

● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month

● Free - up to 3 users, forever!
● Standard - $12/agent/month
● Professional - $20/agent/month
● Enterprise - $35/agent/month

Value for Money
4.5/5
Based on 1,598 user ratings
Compare value for money rating with alternatives
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Zoho Desk Features

Zoho Desk Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.4/5
Based on 1,598 user ratings
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Categories

Video Tutorials

Video Tutorials

Additional information for Zoho Desk

Additional information for Zoho Desk

Key features of Zoho Desk

  • Accounts and Contacts
  • Alerts and Notifications
  • Alerts and Notifications
  • CRM integration
  • Contracts and SLA
  • Customizable reports
  • Customization
  • Graphic dashboards
  • Happiness ratings
  • Knowledge Base
  • Notification rules
  • Reports and Dashboards
  • SLA
  • Scheduled reports
  • Self service portal
  • Service escalations
  • Social Media Support
  • Third Party Integration
  • Ticket assignment and management
  • Time-based actions
  • Workflow rules

Benefits

● Agents can save up to two hours a day on routine tasks.
● Managers have all the data they need to make important and impactful decisions.
● Customer service becomes a company-wide commitment.

GetApp Analysis

GetApp Analysis

Lasting customer relationships don’t happen by chance. In most cases, they’re the result of dedicated support teams that make themselves available to customers at all hours of the day. Zoho Desk is a web-based support and help desk solution that provides organizations with a unified view of their customers’ needs.

Zoho Desk uses a multi-channel ticket management system, along with custom reporting tools and task automation features, to make it easier for businesses to impress customers with high levels of customer service. Built to scale up and down, Zoho Desk is available for businesses of all sizes. At the industry-level, Zoho Desk is most frequently used by organizations that are involved in IT solutions, ecommerce, SaaS, consumer durables, education, and governance.

Example of a Zoho Desk dashboard page.

What is Zoho Desk?

Zoho Desk is a help desk software solution for businesses. Businesses that use Zoho Desk are able to create full-featured online help desks—which include ticket management, automation, and reporting tools—with the ultimate goal of building longer-lasting, more valuable relationships with their most important customers.

Zoho Desk allows businesses to engage with their customers across multiple channels, including Twitter, Facebook, and email. Support agents are able to manage incoming tickets and handle large influxes of traffic with request management features and automated workflow options. Integrated knowledgebases, which can also be created with Zoho Desk, are one of many tools that agents are able to use to search for relevant answers to frequently asked customer queries.

Zoho Desk's 'Getting Started' wizard.

Zoho Desk Main Features

Pulling Customer Requests From Multiple Channels

Zoho Desk pulls in customer service requests from multiple channels, such as email, phone, social media, chat, self-service help center, forums and community and web forms. It lets managers setup service-level agreements. Each ticket is slapped with a due date and time based on this SLA commitment. When tickets go unanswered for an extended period of time, the software automatically alerts a set of people and can even assign the ticket to another agent.

Multi-Channel ticket management.

Improving Productivity With Automations

Much of the value in using a help desk software is in improving the productivity of the team and being able to emulate incumbent processes. Zoho Desk provides flexible automation rules to accommodate various prevalent processes. Time-based action rules help in automating activities like closing inactive tickets. Notification rules keep customers informed about developments in a ticket and build transparency. Macros help agents perform a multitude of tasks together in a single click.

Automations and workflow rules.

Integrating with Zoho CRM

You only service what you sell. Customer information from a CRM system is very critical to offering customer service of any kind. It brings much-needed context to the conversations. Without this information, a ticket has no face to it. Support agents don’t know enough information about customers during the first few interactions, because they didn’t sell anything. By automatically pulling in customer information from CRM and keeping it up to date, Zoho Desk’s integration with Zoho CRM helps put tickets in the right context. Support agents can see all the information about a particular customer, complete with custom fields. Likewise, sales reps within CRM can see the latest tickets a particular customer has raised. This gives them better context about how happy the customer is, based on which they can make sales calls and build relationships further.

Zoho Desk's CRM integration.

Ensuring Customer Happiness

The ultimate metric in a customer service operation is customer happiness. By measuring that directly, Zoho Desk helps managers understand the impact of their customer service efforts. By helping track several other metrics related to the customer service operation, Zoho Desk enables managers to understand which areas to improve in order to create more customer happiness.

Customer happiness analytics.

Answering Tickets From Anywhere

Zoho Desk is available for iOS and Android. Agents can answer tickets from anywhere. There’s also a feed displaying recent updates in tickets. Users can choose to follow a particular ticket, contact or account. All developments related to those show up automatically on the feed in real time. Agents can also @mention their colleagues and ask for help internally. Push notifications ensure that agents are able to maintain good response times even when they’re not at their desks.

Mobile customer support module.

Zoho Desk Integrations

Zoho Desk integrates with Zoho CRM and Zoho BugTracker. Zoho CRM is a web-based customer relationship management solution. Zoho BugTracker is an issue tracking service for businesses. Integrating Zoho Desk with these two solutions enables businesses to give their agents more context for dealing with customer issues and requests.

A developer API enables Zoho Desk users to integrate the solution with third-party applications, including accounting, e-commerce, and ERP platforms. Organizations are able to export the data they generate through Zoho Desk in a number of formats.

Zoho Desk Pricing

Zoho Desk offers three pricing levels for organizations. A free plan available for very small businesses and startups allows those organizations to add unlimited users without worrying about licensing costs.

As those organizations grow in size and get more people involved, they’re encouraged to sign up for the Professional plan. This plan costs $12 per user, per month, and it is meant for businesses that have growing needs but don’t have rigid processes already established. At the upper end of the spectrum, Zoho Desk offers an Enterprise plan for $25 per user, per month. This plan is recommended for “seasoned” businesses and companies with very specific needs and logistical requirements.

Zoho Desk Bottom Line

  • Provides organizations with a unified view of their customers’ needs.

  • Multi-channel ticket management solution.

  • Task automation enables agents to handle large volumes of incoming requests.

  • Customized reporting tools help companies improve performance.

  • Optimized for accessibility on mobile devices.

Zoho Desk FAQs

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$12.00/month

Pricing model: Free, Subscription

Free Trial: Available

● Free - up to 3 users, forever! ● Standard - $12/agent/month ● Professional - $20/agent/month ● Enterprise - $35/agent/month

Q. What are the main features of Zoho Desk?

Zoho Desk offers the following features:

  • Accounts and Contacts
  • Alerts and Notifications
  • Alerts and Notifications
  • CRM integration
  • Contracts and SLA
  • Customizable reports
  • Customization
  • Graphic dashboards
  • Happiness ratings
  • Knowledge Base
  • Notification rules
  • Reports and Dashboards
  • SLA
  • Scheduled reports
  • Self service portal
  • Service escalations
  • Social Media Support
  • Third Party Integration
  • Ticket assignment and management
  • Time-based actions
  • Workflow rules

Q. Who are the typical users of Zoho Desk?

Zoho Desk has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Zoho Desk support?

Zoho Desk supports the following languages:

Chinese (Simplified), English, French, German, Japanese, Spanish

Q. What type of pricing plans does Zoho Desk offer?

Zoho Desk has the following pricing plans:

Free, Subscription

Q. Does Zoho Desk support mobile devices?

Zoho Desk supports the following devices:

Android, iPhone, iPad

Q. What other apps does Zoho Desk integrate with?

Zoho Desk integrates with the following applications:

Customer Thermometer, Workato, Zoho Analytics, Zoho CRM, Zoho Cliq, Zoho Creator, Zoho Flow, Zoho Forms, Zoho Projects, Zoho SalesIQ

Q. What level of support does Zoho Desk offer?

Zoho Desk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials