Zoho Desk

Zoho Desk

by Zoho Desk

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 Desk

https://www.zoho.com/desk

Founded 1996

Zoho Desk Pricing Overview

Zoho Desk has a free version and offers a free trial. Zoho Desk paid version starts at US$18.00/month.

Starting Price

US$18.00/month

Pricing Details

Plans start at $18/agent/mo billed monthly with annual discounts available.

Free Version

Yes

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Zoho Desk Features

Call Centre Software
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
Inbound Call Center
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communication
On-Demand Communications
Personalization
Print Management
Template Management
Video Content
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Account Alerts
Account Management
Communication Management
Customer Engagement
Customer Lifecycle Management
Health Score
Onboarding
Revenue Management
Usage Tracking/Analytics
Win / Loss Analysis
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking
Collaboration
Feedback Collection
Idea Management
Milestone Tracking
Prioritization
Product Roadmapping
Release Management
Requirements Management
Resource Management
Workflow Management
Billing & Invoicing
CRM
Client Portal
Collaboration Tools
Document Management
Portfolio Management
Project Management
Proposal Generation
Quote Management
Resource Management
Time & Expense Tracking
Activity/News Feed
Alerts/Notifications
Audio Calls
Discussion Threads
File Sharing
Mobile Access
Real-time Chat
Search
Surveys & Feedback
Task Management
Third Party Integration
Video Conferencing

Zoho Desk Reviews

Showing 5 of 1,604 reviews

Overall
4.5/5
Ease of Use
4.4/5
Customer Service
4.3/5
Features
4.4/5
Value for Money
4.5/5
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
Alexis M.
Co-Founder
Marketing & Advertising, 13-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 22/10/2019

"Basic customer support software - good for getting started"

Pros: We used Zoho Desk when starting out when we needed a way to manage customer support outside of email. Zoho Desk is a basic customer support software - great that there is a free version for starting out.

Cons: We simply outgrew it and needed more features and automation.

  • Reviewer Source 
  • Reviewed on 22/10/2019
Kassy C.
Business Manager
Sports, 13-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    Unrated
  • Value for Money
    5/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 27/04/2020

"Inexpensive Customer Service Software"

Comments: Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy. Zoho has an excellent suite of products and this one is no exception! Easy to use (the basics at least). And, it's very inexpensive.

Pros: We chose Zoho because of the cost and the fact that we were already familiar with their software setup as we use their Survey software as well.

Cons: Setting up some of the automations is a bit daunting, but we really just haven't taken the time to set it all up. Otherwise, our team really loves it!

  • Reviewer Source 
  • Reviewed on 27/04/2020
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
Gerard H.
Technical Sales Director
Telecommunications, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    Unrated
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 13/03/2020

"Zoho Desk for Small Business"

Comments: Have used a trial under a different company test name.
A really excellent product.
Still learning.

Pros: We have been using CRM for 7 years and needed more of a ticketing system instead.
While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons: Probably too many options available.
A lot of time spent so far just understanding the whole platform

  • Reviewer Source 
  • Reviewed on 13/03/2020