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 adding of customer information into tickets logged in Zoho Desk and enables service agents to know more about the customers.

Pricing starting from:

US$12.00/month

  • Free Trial
  • Free
  • Subscription

Devices

Business size

S M L

Markets

United States, Canada, United Kingdom, Australia, China, India

Supported Languages

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

Pricing starting from:

US$12.00/month

  • Free Trial
  • Free
  • Subscription

Images

ZIA - AI Assistance of Zoho Desk
Reports & Dashboard
Call Center Help Desk
Embed Live Chat Widget
Unified Ticket Screen
Zoho Desk Mobile App
Blueprint Automation
Help Center Customization
Team Feed
Sentimental Analysis
View 11 more
Zoho Desk video
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

Features

Total features of Zoho Desk: 95

  • @mentions
  • API
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Automatic Lead Distribution
  • Automatic Notifications
  • CRM Integration
  • Call Centre Management
  • Call Recording
  • Call Routing
  • Call Transfer
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact History
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Reporting
  • Customisable Templates
  • Data Import
  • Data Import/Export
  • Data Migration
  • Disaster Recovery
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Graphical Workflow Editor
  • Help Desk Integration
  • Help Desk Management
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Distribution
  • Lead Nurturing
  • Loyalty Program
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Location
  • Multiple User Accounts
  • Online Forums
  • Performance Management
  • Performance Reports
  • Permission Management
  • Prioritising
  • Productivity Reporting
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Request Assignment
  • Request Routing
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SEO Management
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Web Forms
  • Widgets
  • Workflow Management

Alternatives

Zendesk

4.3
#1 Alternative to Zoho Desk
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

Deskpro

4.6
#2 Alternative to Zoho Desk
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters,...

HaloPSA

4.8
#3 Alternative to Zoho Desk
HaloPSA is a single, all-inclusive PSA solution, designed for MSPs and service providers. HaloPSA gives you the power...

LiveAgent

4.7
#4 Alternative to Zoho Desk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Reviews

Overall rating

4.5 /5
(1,644)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.4/5
Customer Support
4.3/5

Already have Zoho Desk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 1,644
Peter F.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great on its own, OUTSTANDING when synced with Zoho CRM

Reviewed on 23/07/2019

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.

Umang B.
Overall rating
  • Industry: Nonprofit Organisation Management
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

One of the best investments for our organization

Reviewed on 14/07/2020

Great - and their customer service is great as well.

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.

Verified Reviewer
Overall rating
  • Industry: Computer & Network Security
  • Company size: Self Employed
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

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

Reviewed on 24/08/2018

I realized I need a product that will fully integrate with my Google contacts and calendar, be able...

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?

Johnny G.
Overall rating
  • Industry: Telecommunications
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Zoho Service desk

Reviewed on 16/11/2020

Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the...

Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.

Pros

I like the options that are available.
The templates and features are great.
I wish I could pay a one time fee to have a vanity domain instead of needing the pro package.
Support is normally pretty good.

Cons

Complicated to setup and training is required.

Gerard H.
Overall rating
  • Industry: Telecommunications
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

Zoho Desk for Small Business

Reviewed on 13/03/2020

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

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

Showing 5 reviews of 1,644 Read all reviews

Zoho Desk FAQs

Below are some frequently asked questions for Zoho Desk.

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

Zoho Desk offers the following features:

  • Accounts and Contacts
  • 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

Zoho Desk has the following typical customers:

Small Business, Large Enterprises, Freelancers, Mid Size Business

Zoho Desk supports the following languages:

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

Zoho Desk supports the following devices:

Android, iPhone, iPad

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

Zoho Desk offers the following support options:

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

Related categories

See all software categories found for Zoho Desk.