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.

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.

Where can Zoho Desk be deployed?

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

About the vendor

  • Zoho
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 25 others

Languages

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

Zoho Desk pricing

Starting Price:

USD 14.00/month
  • Yes, has free trial
  • Yes, has free version

Zoho Desk has a free version and offers a free trial. Zoho Desk paid version starts at USD 14.00/month.

About the vendor

  • Zoho
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 25 others

Languages

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

Zoho Desk videos and images

Zoho Desk Software - Helpdesk Mobile App
Zoho Desk Software - Sentiment Analysis
Zoho Desk Software - Team Feed
Zoho Desk Software - ZIA - AI Assistant
Zoho Desk Software - 5
View 6 more
Zoho Desk video
Zoho Desk Software - Helpdesk Mobile App
Zoho Desk Software - Sentiment Analysis
Zoho Desk Software - Team Feed
Zoho Desk Software - ZIA - AI Assistant
Zoho Desk Software - 5

Compare Zoho Desk pricing with similar products

Zoho Desk

USD 14.00/month
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USD 19.00/month
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USD 18.00/month
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USD 45.00/month
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Features of Zoho Desk

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Cataloguing/Categorisation
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customizable Templates
  • Dashboard
  • Discussions / Forums
  • Document Management
  • Email Management
  • Feedback Management
  • File Sharing
  • Full Text Search
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalization
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Quotes/Estimates
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management

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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
Saswat P.
Saswat P.
Content Strategist and Community Manager in India
Verified LinkedIn User
Education Management, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

It's good but with limited functionality

5 2 months ago New

Pros:

The ticketing mechanism is good and the suggestive feature of the knowledge base works quite well. The initial setup is a bit tricky but for the users of the organisation, it is good.

Cons:

Hands down it is the User Interface and User Experience. The UI/UX is confusing for the first time user. The Live chat feature can get stuck at times and create troubles in the process.

Verified Reviewer
CEO in UK
Verified LinkedIn User
Information Technology & Services, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Powerful ticketing system with lots of options.

5 last month New

Comments: We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.

Pros:

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Cons:

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Christian N.
Medical Copy Editor in Rwanda
Publishing, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

The best help desk software

3 last month New

Pros:

Intuitive interface and its integration with Zoho CRM is my favourite. It's relatively low priced compared to Zendesk and provides some unique features the more expensive competitors don't provide, such as 24x5 Chat Support and all apps for running business from writing, presenting, reporting etc... In addition, it provides a free plan while Zendesk does not.

Cons:

It's little bit slow to load. Its website menus have unique colors for each which seems to be inconsistent in my opinion.

Liza C.
HR Officer in Jordan
Renewables & Environment, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

It helps improve the level and quality of support provided to clients.

5 4 weeks ago New

Comments: In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.

Pros:

Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.

Cons:

I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.

Gulshan N.
Associate Director in India
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Basic ticketing system which can help a small team to manage their work

5 last month New

Pros:

Customization is good, we can set custom rules, scalability and integration. Its meeting our basic needs of IT ticketing system and helping to manage all the task along with solutions.

Cons:

Some custom feature are difficult to implement since its little complected to understand first. The interface gets slow some time. The administrator are counted as agents, where they should not. Because of this we are ended up paying for inactive users.