Zoho Desk

Name: Zoho Desk
Rating: 4.5 (1649 reviews)

by Zoho

Who Uses Zoho Desk?

Zoho Desk is most beneficial to customer-focused companies with passionate service teams and a large volume of frequent customer interactions. It scales to any size and fits many verticals.

What Is Zoho Desk?

Zoho Desk is a web-based customer service application that helps your company build stronger relationships with customers. 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 40+ strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho Desk Details

Zoho

https://www.zoho.com

Founded 1996

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Zoho Desk pricing overview

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

Pricing Details

● Free - up to 3 users, forever! ● Standard - $14/agent/month ● Professional - $23/agent/month ● Enterprise - $40/agent/month

Free Version

Yes

Free Trial

Yes

Zoho Desk deployment and support

Support

Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live rep)
Chat

Deployment

Cloud, SaaS, Web-based
Mac (Desktop)
Windows (Desktop)
Android (Mobile)
iPhone (Mobile)
iPad (Mobile)

Training

Live Online
Webinars
Documentation
Videos

Zoho Desk Features

CRM Software

API
Activity Dashboard
Activity Management
Activity Tracking
Alerts/Notifications
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Campaign Management
Contact Database
Contact Management
Customer Database
Customizable Fields
Customizable Reports
Customizable Templates
Data Import/Export
Document Storage
Drag & Drop
Email Management
Email Marketing
Email Templates
Forecasting
Interaction Tracking
Interaction Tracking
Internal Chat Integration
Lead Capture
Lead Generation
Lead Management
Lead Qualification
Marketing Automation
Mobile Access
Opportunity Management
Pipeline Management
Projections
Quotes/Estimates
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Sales Forecasting
Sales Pipeline Management
Sales Reports
Sales Trend Analysis
Segmentation
Social Media Integration
Task Management
Territory Management
Third Party Integrations
Workflow Management

View full list of CRM Software

Call Centre Software

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management
Customizable Reports
Email Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Predictive Dialer
Progressive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Third Party Integrations
Voice Mail
Workflow Management

View full list of Call Centre Software

Complaint Management Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Assignment Management
Audit Trail
Case Management
Chat/Messaging
Complaint Management
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Email Management
Email Templates
Feedback Management
Forms Management
Interaction Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Management
Prioritization
Quality Assurance
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Routing
SSL Security
Self Service Portal
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Widgets
Workflow Management

View full list of Complaint Management Software

Contact Centre Software

API
Activity Dashboard
Activity Tracking
Agent Interface
Alerts/Notifications
Auto-Dialer
Automated Routing
Automatic Call Distribution
CRM
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Chatbot
Collaboration Tools
Computer Telephony Integration
Contact Database
Contact Management
Customer History
Customizable Reports
Data Import/Export
Email Management
IVR / Voice Recognition
Interaction Tracking
Live Chat
Monitoring
Multi-Channel Communication
Performance Management
Predictive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Third Party Integrations
Voice Mail
Workforce Management

View full list of Contact Centre Software

Customer Communications Management Software

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Auto-Responders
Batch Communications
Billing & Invoicing
CRM
Call Recording
Chat/Messaging
Collaboration Tools
Communication Management
Contact Database
Contact Management
Content Management
Customer Database
Customer History
Customizable Branding
Customizable Templates
Email Distribution
Email Management
Feedback Management
Historical Reporting
IVR / Voice Recognition
Inbox Management
Interaction Tracking
Interactive Content
Live Chat
Multi-Channel Communication
Multi-Channel Management
Multi-Language
On-Demand Communications
Personalization
Print Management
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
SMS Messaging
SSL Security
Social Media Integration
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Video Support
Widgets
Workflow Management

View full list of Customer Communications Management Software

Customer Engagement Software

A/B Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Behavior Tracking
CRM
Campaign Analytics
Campaign Management
Chat/Messaging
Churn Management
Communication Management
Community Management
Content Creation
Content Management
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Drag & Drop
Email Management
Engagement Analytics
Event Triggered Actions
Feedback Management
Gamification
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Video Support
Visual Analytics
Widgets
Workflow Management

View full list of Customer Engagement Software

Customer Experience Software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM
Campaign Management
Chat/Messaging
Communication Management
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Visualization
Drag & Drop
Email Management
Engagement Analytics
Feedback Management
Knowledge Management
Live Chat
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Negative Feedback Management
Predictive Analytics
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Search/Filter
Sentiment Analysis
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Third Party Integrations
Trend Analysis
Visual Analytics
Widgets
Workflow Management

View full list of Customer Experience Software

Customer Service Software

API
Activity Tracking
Alerts / Escalation
Appointment Management
Auto-Responders
Calendar Management
Call Center Management
Call Routing
Communication Management
Contact Database
Contact Management
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Forms
Customizable Templates
Data Import/Export
Drag & Drop
Email Management
Employee Management
Engagement Analytics
Event Triggered Actions
Inbox Management
Knowledge Base Management
Live Chat
Multi-Channel Communication
Multiple User Accounts
Performance Management
Performance Metrics
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Rules-Based Workflow
SMS Messaging
Self Service Portal
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Template Management
Third Party Integrations
Virtual Assistant
Voice Mail
Workflow Management

View full list of Customer Service Software

Customer Success Software

API
Account Alerts
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Behavior Tracking
CRM
Chat/Messaging
Collaboration Tools
Communication Management
Configurable Workflow
Contact Management
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Drag & Drop
Email Management
Engagement Analytics
Event Triggered Actions
Feedback Management
Health Score
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Onboarding
Performance Metrics
Real Time Data
Real Time Notifications
Reporting & Statistics
Reporting/Analytics
Revenue Management
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Task Management
Third Party Integrations
Usage Tracking/Analytics
Widgets
Win / Loss Analysis
Workflow Management

View full list of Customer Success Software

Customer Support Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Applications Management
CRM
Call Center Management
Chat/Messaging
Chatbot
Client Portal
Communication Management
Configurable Workflow
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Email Management
Email Templates
Event Triggered Actions
Feedback Management
Help Desk Management
Interaction Tracking
Inventory Management
Knowledge Base Management
Live Chat
Multi-Channel Communication
Queue Management
Real Time Analytics
Real Time Data
Real Time Notifications
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Support Ticket Management
Surveys & Feedback
Tagging
Third Party Integrations
Website Integration
Widgets
Workflow Management

View full list of Customer Support Software

Help Desk Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Automated Routing
CRM
Call Center Management
Chat/Messaging
Client Portal
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Document Storage
Email Management
Email Templates
Feedback Management
Help Desk Management
IT Asset Management
Interaction Tracking
Interaction Tracking
Knowledge Base Management
Live Chat
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Network Monitoring
Performance Metrics
Prioritization
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Third Party Integrations
Ticket Management
Workflow Configuration
Workflow Management

View full list of Help Desk Software

Issue Tracking Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Chat/Messaging
Collaboration Tools
Commenting / Notes
Configurable Workflow
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Drag & Drop
Email Management
Help Desk Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritization
Project Management
Projections
Real Time Notifications
Real Time Reporting
Real-time Updates
Recurring Issues
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Third Party Integrations
Ticket Management
Widgets
Workflow Management

View full list of Issue Tracking Software

Knowledge Management Software

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM
Calendar Management
Cataloging/Categorization
Categorisation/Grouping
Chat/Messaging
Collaboration Tools
Commenting / Notes
Communication Management
Configurable Workflow
Content Library
Content Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Decision Support Systems
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Management
File Management
Full Text Search
Gamification
Knowledge Base Management
Live Chat
Multi-Language
Online Forums
Projections
Real Time Notifications
Reporting & Statistics
SSL Security
Self Service Portal
Self-Learning
Single Sign On
Social Media Integration
Surveys & Feedback
Tagging
Text Editing
Third Party Integrations
Widgets
Workflow Management

View full list of Knowledge Management Software

Live Chat Software

@mentions
API
Activity Dashboard
Activity Tracking
Auto-Responders
CRM
Calendar Management
Canned Responses
Chat/Messaging
Collaboration Tools
Contact Management
Content Management
Customer History
Customizable Branding
Document Storage
Drag & Drop
Email Management
File Management
File Sharing
File Transfer
Geotargeting
Interaction Tracking
Live Chat
Meeting Management
Mobile Access
Monitoring
Multi-Channel Communication
Offline Form
Proactive Chat
Progress Tracking
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Screen Sharing
Search/Filter
Single Sign On
Support Ticket Management
Surveys & Feedback
Tagging
Task Progress Tracking
Task Scheduling
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Conferencing
Website Visitor Tracking
Workflow Management

View full list of Live Chat Software

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Zoho Desk Reviews

Read all reviews

Overall rating

4.5/5

From 1,649 users reviews

Average score

Ease of Use 4.4

Customer Service 4.3

Features 4.4

Value for Money 4.5

Review software

Share your experiences with other software buyers.

Write a Review!

Read all reviews

Peter F.

Co-Owner

Information Technology & Services, 2-10 Employees

Used the Software for: 1+ year

Overall Rating

5 /5
Ease of Use

5 /5
Features & Functionality

4 /5
Customer Support

5 /5
Value for Money

5 /5
Likelihood to Recommend

10/10

Reviewer Source
Reviewed on 23/07/2019

"Great on its own, OUTSTANDING when synced with Zoho CRM"

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.

Reviewer Source
Reviewed on 23/07/2019

Umang B.

Sr Director Data and Systems

Nonprofit Organization Management, 51-200 Employees

Used the Software for: 1+ year

Overall Rating

5 /5
Ease of Use

5 /5
Features & Functionality

5 /5
Customer Support

5 /5
Value for Money

5 /5
Likelihood to Recommend

10/10

Reviewer Source
Reviewed on 14/07/2020

"One of the best investments for our organization"

Comments: Great - and their customer service is great as well.

Pros: We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB)
+ KB easily integrates into tickets
+ Tickets can be handled by multiple departments and permissions can be restricted to those departments
+ Single Sign On (SSO) integration for customers
+ A robust API
+ ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB
+ A good mobile app (I personally use it on the iPhone)
+ Customizable reporting ~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now
We look forward to additional releases

Cons: It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.

Reviewer Source
Reviewed on 14/07/2020

Eamonn S.

Customer UX Lead

Financial Services, 11-50 Employees

Used the Software for: 2+ years

Overall Rating

4 /5
Ease of Use

5 /5
Features & Functionality

4 /5
Customer Support

4 /5
Value for Money

4 /5
Likelihood to Recommend

8/10

Reviewer Source
Reviewed on 22/03/2021

"Mamanging customer growth and issues with Zoho Desk."

Comments: Solving customer issues and recording solutions so they can be searched and shared on the Kb if the problem occurs again.

Pros: The ticketing interface and merging of tickets

Cons: The SAML setup is not as easy to integrate as expected.

Reviewer Source
Reviewed on 22/03/2021

Verified Reviewer

Owner

Computer & Network Security, Self Employed

Used the Software for: 1-5 months

Overall Rating

2 /5
Ease of Use

2 /5
Features & Functionality

1 /5
Customer Support

4 /5
Value for Money

1 /5
Likelihood to Recommend

1/10

Reviewer Source
Reviewed on 24/08/2018

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

Comments: 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?

Reviewer Source
Reviewed on 24/08/2018

Carlos M.

CIO

Internet, 2-10 Employees

Used the Software for: Free Trial

Overall Rating

5 /5
Ease of Use

4 /5
Features & Functionality

5 /5
Customer Support

3 /5
Value for Money

Unrated
Likelihood to Recommend

9/10

Reviewer Source
Reviewed on 29/01/2021

"MUY COMPLETO"

Pros: Es de los más completos que conozco, pero en la versión más cara, que aún así, es la más económica del mercado, con onmicanal, voz, chat, etc.

Cons: Es un poco engorroso encontrar las funciones en los menus, pero hace tan tantas cosas que es normal.

Reviewer Source
Reviewed on 29/01/2021

Read all 1,649 reviews

Zoho Desk

by Zoho

Who Uses Zoho Desk?

What Is Zoho Desk?

Zoho Desk Details

Zoho Desk pricing overview

Starting Price

Pricing Details

Free Version

Free Trial

Zoho Desk deployment and support

Support

Deployment

Training

Zoho Desk Features

Zoho Desk Alternatives

Zoho Desk Reviews

Overall rating

Average score

Review software

Peter F.

"Great on its own, OUTSTANDING when synced with Zoho CRM"

Umang B.

"One of the best investments for our organization"

Eamonn S.

"Mamanging customer growth and issues with Zoho Desk."

Verified Reviewer

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

Carlos M.

"MUY COMPLETO"

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