Who Uses This Software?

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.

Average Ratings

1,598 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

Product Details

  • Starting Price USD 12.00/month
    See pricing details
  • Free Version Yes
  • Free Trial Yes, get a free trial
  • Deployment Cloud, SaaS, Web
    Mobile - iOS Native
    Mobile - Android Native
  • Training Live Online
    Webinars
    Documentation
  • Support 24/7 (Live Rep)
    Business Hours
    Online

Vendor Details

  • Zoho Desk
  • https://www.zoho.com/desk
  • Founded 1996

About 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 Features

  • Blended Call Center
  • Call Logging
  • Call Scripting
  • Call recording
  • 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
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Data Collection
  • 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
  • Customisable 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
  • Cataloguing/Categorisation
  • Collaboration
  • Content Management
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal
  • Canned Responses
  • Customisable 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 Most Helpful Reviews

Great on its own, OUTSTANDING when synced with Zoho CRM

Reviewed on 23/07/2019
Peter F.
Co-Owner
Information Technology & Services, 2-10 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5/5
Ease of Use
4/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

Affordable platform

Reviewed on 30/12/2019
Grace P.
director
Wholesale, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
4/5
Ease of Use
4/5
Features & Functionality
2/5
Customer Support
3/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: Affordable, have functions most platform has

Cons: no app for apple mail or apple desk top. I’d like integration with apple desktop.

Great customer support platform loaded with features

Reviewed on 13/11/2019
Verified Reviewer
President
Retail, 2-10 Employees
Used the Software for: 1-5 months
Reviewer Source 
4/5
Overall
4/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Overall, it is a nice platform and provides all the necessary tools to effectively run our customer service team. It helps facilitate our customer service processes and ensures proper designation and channels for customer inquiries. However, ironically, the over simplified UI could hinder our teams efficiency since the layout and 'readily' viewable information could use some improvement.

Pros: Zoho desk is a great alternative to other helpdesk systems as it provides a huge amount of tools and features such as automatically timing each response time, attaching resolutions, assigning and auto-assigning tickets, and allowing multiple departments to work on a specific ticket if needed. It also provides the ability to make macros and assign tags. Their platform really seems to try and make the whole helpdesk team be as efficient as possible.

Cons: The biggest issue we have with zohodesk is the UI and settings layout. It is clean and simple. However, we found that looking for a specific option or setting could be very time consuming and difficult to find. Having an overly clean and simple interface also seems to have resulted in limited information being visible. For example, you cannot see the time a ticket or response was received (only the time that has elapsed since it was received). Basically, you have to do math to find out when it was actually received or responded to unless you actually click in and view the details of the ticket itself.

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

Reviewed on 24/08/2018
Verified Reviewer
Owner
Computer & Network Security, Self Employed
Used the Software for: 1-5 months
Reviewer Source 
2/5
Overall
2/5
Ease of Use
1/5
Features & Functionality
4/5
Customer Support
1/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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?

Perfect!

Reviewed on 26/12/2019
Neo G.
Founder
Photography, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: It's perfect for our needs. Easy to use, navigate, and customize.

Cons: No cons here. The product is wonderful for us.

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