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
Zoho Desk deployment and support
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Cloud, SaaS, Web
- Mobile - iOS Native
- Mobile - Android Native
Training
- Live Online
- Webinars
- Documentation
Zoho Desk Features
Call Centre Software
- Blended Call Centre
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Centre
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Centre
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Complaint Management Software
- 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
Customer Communications Management Software
- Batch Communications
- Chat / Messaging
- Content Management
- Email Distribution
- Interactive Content
- Multi-Channel Communication
- On-Demand Communications
- Personalisation
- Print Management
- Template Management
- Video Content
View full list of Customer Communications Management Software
Customer Engagement Software
- Analytics
- Churn Management
- Communication Management
- Community Management
- Content Syndication
- Feedback Collection
- Gamification
- Live Chat
- Video Content
Customer Experience Software
- Analytics
- Customer Segmentation
- Dashboard
- Knowledge Management
- Multi-Channel Data Collection
- Negative Feedback Management
- Predictive Analytics
- Sentiment Analysis
- Survey/Poll Management
- Text Analysis
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Centre Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Customer Success Software
- Account Alerts
- Account Management
- Communication Management
- Customer Engagement
- Customer Lifecycle Management
- Health Score
- Onboarding
- Revenue Management
- Usage Tracking/Analytics
- Win / Loss Analysis
Customer Support Software
- CRM Integration
- Chatbot
- Customer Database
- Email Management
- Inventory Management
- Knowledge Base
- Live Chat
- Multi-Channel Communication
- Queue Management
- Reporting/Analytics
- SLA Management
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Centre Management
- Customisable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
Issue Tracking Software
- Assignment Management
- Dashboard
- Escalation Management
- Issue Auditing
- Issue Scheduling
- Knowledge Base Management
- Project Management
- Recurring Issues
- Task Management
Knowledge Management Software
- Cataloguing/Categorisation
- Collaboration
- Content Management
- Decision Tree
- Discussion Boards
- Full Text Search
- Knowledge Base Management
- Self Service Portal
Live Chat Software
- Canned Responses
- Customisable Branding
- Geo Targeting
- Offline Form
- Proactive Chat
- Screen Sharing
- Third Party Integration
- Transfers/Routing
- Website Visitor Tracking
Zoho Desk Alternatives
More Zoho Desk alternatives
Zoho Desk Reviews
Read all reviewsOverall rating
Average score
Peter F.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 23/7/2019
"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 23/7/2019
Umang B.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 14/7/2020
"One of the best investments for our organization"
Comments: 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.
- Reviewer Source
- Reviewed on 14/7/2020
Verified Reviewer
-
Overall Rating2 /5
-
Ease of Use2 /5
-
Features & Functionality1 /5
-
Customer Support4 /5
-
Value for Money1 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 24/8/2018
"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 24/8/2018
Johnny G.
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Overall Rating4 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer Support4 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 16/11/2020
"Zoho Service desk"
Comments: 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.
- Reviewer Source
- Reviewed on 16/11/2020
Gerard H.
-
Overall Rating5 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer SupportUnrated
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 13/3/2020
"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 13/3/2020
