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What Is Zoho Desk?

Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune.

Who Uses Zoho Desk?

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Where can Zoho Desk be deployed?

Cloud-based
On-premise

About the vendor

  • Zoho
  • Founded in 1996

Zoho Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 26 others

Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch and 14 others

Zoho Desk pricing

Starting Price:

US$14.00/month
  • Yes, has free trial
  • No free version

Zoho Desk does not have a free version but does offer a free trial. Zoho Desk paid version starts at US$14.00/month.

Pricing plans get a free trial

About the vendor

  • Zoho
  • Founded in 1996

Zoho Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 26 others

Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch and 14 others

Zoho Desk videos and images

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk
View 6 more
Zoho Desk video
Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk

Features of Zoho Desk

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • Autoresponders
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Catalog Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Content Management
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Discussions/Forums
  • Email Management
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Full Text Search
  • IVR Software
  • Inbox Management
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Personalization
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Quotes/Estimates
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • SEO Management
  • Sales Pipeline Management
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Workflow Management

Zoho Desk Alternatives

Simple task and project management software. Redbooth makes it easy for you and your team to plan and track your work.
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently.
Zoho Workplace is a tightly integrated suite of applications that helps businesses create, communicate, and collaborate efficiently.
Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
IT Glue is documentation built for IT professionals. Track, find and know everything in under 30 seconds.
Thousands of MSPs and IT Departments use Kaseya VSA IT management software to automate IT. Start your free trial!
Billing automation platform designed to streamline all activities related to domain registration, website hosting, and more.
Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.

Reviews of Zoho Desk

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

The gold standard in customer service!

5.0 2 years ago

Comments: Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Pros:

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Cons:

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

Stephanie
Stephanie
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Zoho maintains automated tickets that are easy to attend to

4.0 2 years ago

Comments: Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.

Pros:

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

Cons:

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

Verified Reviewer
Verified LinkedIn User
Computer Software, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Comprehensive Features

3.0 last year

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

Switched From: Freshdesk, Help Scout, JIRA Service Management and Kayako

Julio A.
Julio A.
CEO in Dominican Republic
Verified LinkedIn User
Computer & Network Security, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

My Zoho Desk Review

5.0 3 months ago

Comments: I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Pros:

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Cons:

I understand that it can be a bit uphill for a small team of 3 technicians and an administrator financially! I would give at least two technicians for free

Ana
Ana
Security Architecture Discipline leader in Spain
Verified LinkedIn User
Banking, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Zoho Desk: easy to use, customizable, and evolving service desk suite

4.0 2 years ago

Comments: We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.

Pros:

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

Cons:

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Zoho Desk: We are creating the first in-house service solution for the company. Having a managed solution to handle requests that other team members can monitor and resolve is much better than trying to handle email support requests that sit in an inbox with many other unrelated emails.

Switched From: Freshdesk

Reasons for Switching to Zoho Desk: We are a growing company and we need to track our issues not only by the customer but also by specific serial number. We had a very rudimentary system to do this, but our size is pushing us to modernize to stay on top of everything. This system should help us.