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.
Zoho Desk Details
Zoho
Founded in 1996
Zoho Desk pricing
Starting Price:
- 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.
Pricing plans get a free trialZoho Desk Details
Zoho
Founded in 1996
Zoho Desk videos and images
Zoho Desk deployment and support
Support
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
Deployment
- Cloud, SaaS, Web-based
- Mac (Desktop)
- Windows (Desktop)
- Android (Mobile)
- iPhone (Mobile)
- iPad (Mobile)
Training
- Live Online
- Webinars
- Documentation
- Videos
Features of Zoho Desk
Call Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Auto-Dialer
- Automatic Call Distribution
- Blended Call Center
- CRM
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customizable Reports
- Email Management
- IVR / Voice Recognition
- Inbound Call Center
- Interaction Tracking
- Live Chat
- Manual Dialer
- Monitoring
- Multi-Channel Communication
- Outbound Call Center
- Performance Management
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workflow Management
Complaint Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Assignment Management
- Audit Trail
- Canned Responses
- Case Management
- Chat/Messaging
- Collaboration Tools
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Service Analytics
- Customisable Branding
- Customisable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Email Management
- Email Templates
- Feedback Management
- Forms Management
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Prioritization
- Quality Assurance
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- Routing
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Widgets
- Workflow Management
Contact Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- CRM
- Call Center Management
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Chatbot
- Collaboration Tools
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customizable Reports
- Data Import/Export
- Email Management
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Management
- Predictive Dialer
- Quality Management
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workforce Management
Customer Communications Management Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Auto-Responders
- Batch Communications
- Billing & Invoicing
- CRM
- Call Recording
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Contact Database
- Contact Management
- Content Management
- Customer Database
- Customer History
- Customisable Branding
- Customizable Templates
- Email Distribution
- Email Management
- Feedback Management
- Historical Reporting
- IVR / Voice Recognition
- Inbox Management
- Interaction Tracking
- Interactive Content
- Live Chat
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- On-Demand Communications
- Personalization
- Print Management
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- SMS Messaging
- SSL Security
- Social Media Integration
- Surveys & Feedback
- Tagging
- Template Management
- Third Party Integrations
- Video Support
- Widgets
- Workflow Management
View full list of Customer Communications Management Software
Customer Engagement Software
- AB Testing
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Behavior Tracking
- CRM
- Campaign Analytics
- Campaign Management
- Chat/Messaging
- Churn Management
- Communication Management
- Community Management
- Content Creation
- Content Management
- Customer Database
- Customer Experience Management
- Customer Segmentation
- Customisable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Drag & Drop
- Email Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- Gamification
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Marketing
- Multi-Language
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Video Support
- Visual Analytics
- Widgets
- Workflow Management
Customer Experience Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM
- Campaign Management
- Chat/Messaging
- Communication Management
- Customer Experience Management
- Customer Segmentation
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Visualization
- Drag & Drop
- Email Management
- Engagement Tracking
- Feedback Management
- Knowledge Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Negative Feedback Management
- Predictive Analytics
- Ratings / Reviews
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Search/Filter
- Sentiment Analysis
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Text Analysis
- Third Party Integrations
- Trend Analysis
- Visual Analytics
- Widgets
- Workflow Management
Customer Service Software
- API
- Activity Tracking
- Alerts / Escalation
- Appointment Management
- Auto-Responders
- Calendar Management
- Call Center Management
- Call Routing
- Communication Management
- Contact Database
- Contact Management
- Customer Database
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customisable Forms
- Customizable Templates
- Data Import/Export
- Drag & Drop
- Email Management
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Inbox Management
- Knowledge Base Management
- Live Chat
- Multi-Channel Communication
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Rules-Based Workflow
- SMS Messaging
- Self Service Portal
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Virtual Assistant
- Voice Mail
- Workflow Management
Customer Success Software
- API
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- CRM
- Chat/Messaging
- Churn Management
- Collaboration Tools
- Communication Management
- Configurable Workflow
- Contact Management
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customisable Branding
- Customisable Forms
- Customizable Reports
- Customizable Templates
- Drag & Drop
- Email Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- Health Score
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Multi-Language
- NPS of Customers
- Onboarding
- Performance Metrics
- Real Time Data
- Real Time Notifications
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Usage Tracking/Analytics
- Widgets
- Win / Loss Analysis
- Workflow Management
Customer Support Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Application Management
- CRM
- Call Center Management
- Chat/Messaging
- Chatbot
- Client Portal
- Communication Management
- Configurable Workflow
- Customer Database
- Customer History
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- Help Desk Management
- Interaction Tracking
- Inventory Management
- Knowledge Base Management
- Live Chat
- Multi-Channel Communication
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Notifications
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- SSL Security
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Website Integration
- Widgets
- Workflow Management
Help Desk Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management
Issue Tracking Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Assignment Management
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Configurable Workflow
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard
- Drag & Drop
- Email Management
- Help Desk Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Project Management
- Projections
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Recurring Issues
- Reporting & Statistics
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Third Party Integrations
- Ticket Management
- Widgets
- Workflow Management
Knowledge Base Software
- API
- Alerts/Notifications
- Cataloguing/Categorisation
- Chatbot
- Collaboration Tools
- Commenting/Notes
- Content Library
- Customisable Branding
- Customizable Templates
- Dashboard
- Document Storage
- Drag & Drop Editor
- Email Alerts
- Feedback Management
- Full Text Search
- Knowledge Management
- Live Chat
- Mobile Alerts
- Mobile Interface
- Multi-Language
- Online Forums
- Pre-built Templates
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- SEO Management
- Self Service Portal
- Social Media Integration
- Templates
- Text Editing
- Third Party Integrations
- User Management
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
Knowledge Management Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM
- Calendar Management
- Cataloguing/Categorisation
- Categorisation/Grouping
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Configurable Workflow
- Content Library
- Content Management
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Decision Support Systems
- Discussions / Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- File Management
- Full Text Search
- Gamification
- Knowledge Base Management
- Live Chat
- Multi-Language
- Online Forums
- Projections
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Self-Learning
- Single Sign On
- Social Media Integration
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Widgets
- Workflow Management
Live Chat Software
- @mentions
- API
- Activity Dashboard
- Activity Tracking
- Auto-Responders
- CRM
- Calendar Management
- Canned Responses
- Chat/Messaging
- Collaboration Tools
- Contact Management
- Content Management
- Customer History
- Customisable Branding
- Document Storage
- Drag & Drop
- Email Management
- File Management
- File Sharing
- File Transfer
- Geotargeting
- Interaction Tracking
- Live Chat
- Meeting Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Offline Form
- Proactive Chat
- Progress Tracking
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real-time Consumer-facing Chat
- Reporting & Statistics
- Reporting/Analytics
- Screen Sharing
- Search/Filter
- Single Sign On
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Task Progress Tracking
- Task Scheduling
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Video Conferencing
- Website Visitor Tracking
- Workflow Management
Telephony Software
- API
- Activity Dashboard
- Activity Tracking
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Center Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Chat/Messaging
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Customizable Reports
- Help Desk Management
- Hotkeys
- IVR / Voice Recognition
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multiple Parties
- Open Database Design
- Predictive Dialer
- Purchasing & Receiving
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- SMS Messaging
- Telemarketing Management
- Text to Speech
- Third Party Integrations
- Video Conferencing
- VoIP
- VoIP Connection
- Voice Mail
Alternatives to Zoho Desk
More Zoho Desk alternatives
Tacho T.
Zoho desk allows me to track all incoming requests and to convert website visitors to real customers
Comments: A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.
Pros:
The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.
Cons:
I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.
Juanito O.
Un gran aliado para servicio al cliente
Comments: Una grata experiencia hasta ahora, es muy accesible económicamente.
Pros:
Me encanta lo sencillo que es para usarlo, ofrece una gran facilidad. Tiene una amplia integración con otros servicios.
Cons:
Nos costó un poco la integración a nuestros sistemas, pero se solucionó con la ayuda del soporte de zoho.
Alternatives Considered: Zendesk
Reasons for Switching to Zoho Desk: Por las prestaciones que ofrecía, su tabla de precios escalable y relativamente accesible para pequeñas y medianas empresas. Y por el respaldo de buen servicio que ofrece Zoho, de la cual tengo otros servicios también.
Tyler L.
so far its pretty great.
Comments: SO far I am really impressed.
Pros:
So far my team and I are really impressed with all the features. It has been quick for the test team learn how to use.
Cons:
the pricing structure can be difficult.
Alternatives Considered: Kaseya VSA, IT Glue and NinjaOne
Reasons for Choosing Zoho Desk: More features. better support
Switched From: Atera
Reasons for Switching to Zoho Desk: it had more to offer our company overall. with crm tools, accounting tools, hr tools, and much much more.
Verified Reviewer
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?
Nitin S.
Very friendly user interface and easy to integrate
Comments: Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab.
Pros:
We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app. Startups who are trying to manage a team of customer support can go for free version and get a hand on it.
Cons:
Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency.
Alternatives Considered: Freshdesk and tawk.to
Reasons for Switching to Zoho Desk: Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others.
