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What Is Zoho Desk?

Zoho Desk is a powerful web-based issue tracking software. The issue tracking cycle begins when a customer reports a problem and ends when the customer leaves feedback on the support they received. Zoho Desk helps you manage this entire cycle and ensures a reliable and error-free issue tracking process. Advanced process automation, feedback loops, team collaboration, case management, customizable dashboards, and reports make Zoho Desk an ideal option to track and solve issues faster.

Who Uses Zoho Desk?

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk

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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
Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

The gold standard in customer service!

5.0 2 years ago

Comments: Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Pros:

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Cons:

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

Stephanie
Stephanie
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Zoho maintains automated tickets that are easy to attend to

4.0 2 years ago

Comments: Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.

Pros:

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

Cons:

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

Verified Reviewer
Verified LinkedIn User
Computer Software, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Comprehensive Features

3.0 last year

Pros:

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

Cons:

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

Julio A.
Julio A.
CEO in Dominican Republic
Verified LinkedIn User
Computer & Network Security, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

My Zoho Desk Review

5.0 3 months ago

Comments: I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Pros:

I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized

Cons:

I understand that it can be a bit uphill for a small team of 3 technicians and an administrator financially! I would give at least two technicians for free

Ana
Ana
Security Architecture Discipline leader in Spain
Verified LinkedIn User
Banking, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Zoho Desk: easy to use, customizable, and evolving service desk suite

4.0 2 years ago

Comments: We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.

Pros:

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

Cons:

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

Peter
Consultant in Denmark
Renewables & Environment, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Offers multiple options to help customers get their issues resolved quickly

5.0 6 months ago

Comments: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Liam
CMO in UK
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Keep your customers happy

5.0 6 months ago

Comments: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Lisa
Recruiting and Employer Branding Specialist in Austria
Financial Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Creates an organized and collaborative teams for easy ticket resolution

4.0 5 months ago

Comments: Experience an automated support, self-service management and professional customization.

Pros:

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Cons:

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

Allan
Head of Information Security in Australia
Education Management, 201–500 Employees
Used the Software for: 1-5 months
Reviewer Source

A great start to a ticketing system

5.0 9 months ago

Comments: It is a good experience for the price point.

Pros:

It's very simple to use and has heaps of powerful features

Cons:

There are missing "complex workflows" that would make our teams life easier

Verified Reviewer
Verified LinkedIn User
Transportation/Trucking/Railroad, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

Alternatives Considered:

Zoho Desk Best Customer Support

5.0 6 months ago

Comments: Great support solution for tickets and addressing customer needs

Pros:

Easy features and smooth access to shortcut

Cons:

Log in process is cumbersome and not intuitive

Letlet
Sales and Marketing in Philippines
Retail, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Boost Your Customer Satisfaction Levels with Zoho Desk

5.0 2 years ago

Comments: We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service.

Pros:

The unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates.

Cons:

Although Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool.

Dan
IT Manager in UK
Renewables & Environment, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Shines above other products we had

5.0 2 years ago

Comments: An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.

Pros:

It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.

Cons:

The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.

Rahul
System Engineer in India
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A Good ITSM tool - Zoho Desk

4.0 2 years ago

Comments: It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.

Pros:

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Cons:

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

Nitin
Nitin
Senior Graphics Designer in India
Verified LinkedIn User
Information Technology & Services, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Very friendly user interface and easy to integrate

4.0 3 years ago

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.

Gerardo
Product Manager in Mexico
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Very easy of use and immediately documentations.

4.0 last year

Comments: We are happy because we also use Zoho CRM and then we have all the end users' info in one place. We can check all the tracking since the lead born and how we attended each customer, including help desk ticketing.

Pros:

The replies that we receive from the end users are immediately registered on the tickets without need of wait a couple minutes or press F5 to update the page.

Cons:

The conversations navigation. You have to scroll down to check the previous documentations and it gets some difficult to do because there are other help desk brands that allows you to change from one description to another by clicking on a button without need of scroll down.

Verified Reviewer
Verified LinkedIn User
Legal Services, Self Employed
Used the Software for: 2+ years
Reviewer Source

My office manager my secretary and my bodyguard

5.0 2 years ago

Comments: I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it

Pros:

I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend

Cons:

No list with Zoho is the 99% secure and privacy service provide

Liza
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.

5.0 2 years ago

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.

Beatriz
CUSTOMER SUPPORT SPECIALIST in US
Verified LinkedIn User
Transportation/Trucking/Railroad, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Zoho desk is a go!

4.0 last year

Pros:

Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.

Cons:

The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.

Priyanshu
Manager in India
Computer Software, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

My experience with Zoho Desk

4.0 2 years ago

Comments: Zoho Desk is a solid customer service software option that offers a range of features and customization options. However, businesses should carefully evaluate their needs and compare Zoho Desk to other options to determine if it is the right fit for them.

Pros:

Desk has a user-friendly interface, making it easy for both agents and administrators to navigate.It offers support for multiple communication channels, including email, phone, social media, and more, allowing businesses to manage customer interactions from a centralized platform.It offers a variety of customization options, allowing businesses to tailor the platform to their specific needs.It offers automation features that help businesses save time and streamline their customer service processes.It provides detailed analytics and reports, allowing businesses to track and analyze their customer service performance.

Cons:

Zoho Desk offers limited integrations with other software and tools, which can be a drawback for businesses that rely on multiple platforms.Some users have reported that Zoho Desk lacks some of the more advanced features offered by other customer service software platforms.The mobile app does not offer as many customization options as the desktop version, which may be a drawback for businesses that rely heavily on mobile devices.While Zoho Desk offers a free version, businesses that require more advanced features may find the pricing to be on the higher side compared to some other customer service software options.

Andrew
Customer Service Manager in Kenya
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent and awe-inspiring Help Desk Solution.

5.0 9 months ago

Comments: I'm happy because Zoho Desk delivers great customer services.

Pros:

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Cons:

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Goma
Instructor in Nepal
Nonprofit Organisation Management, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

User Friendly Help Desk Software with Excellent Customer Support

5.0 2 years ago

Pros:

One of the biggest pros of using Zoho Desk is its ease of use. The software is straightforward and intuitive. They have an excellent customer support, which is crucial when dealing with technical issues. Another pro of using Zoho Desk is its customization options. The software allows me to customize various aspects, such as ticket fields, layouts, and workflows, to match my business requirements.

Cons:

While the software offers excellent value for its price, the costs can add up, especially for small businesses. Another suggestion for Zoho Desk is to provide more comprehensive reporting options. The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance.

Yanyu
Senior Data Scientist in US
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Improve customer satisfaction and the efficiency of your services

5.0 last year

Comments: The efficiency and competence with which this initiative has been launched is commensurate with the degree of support we had hoped to achieve. Our customers benefit immensely from its ease of use and practicality, notably in contact management, allowing us to answer their questions and handle their issues. If you want to invest in your infrastructure, use this program. The deployment of this system has been crucial in cutting down on costs connected with providing support to customers. Thanks to its handy features, you'll be able to respond to any concerns that arise from customers.

Pros:

The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys. Increased client satisfaction is a result of these additions. Zoho Desk is often recognized as the best option for efficiently meeting customers' requirements.

Cons:

This one's UI could be more polished than other applications in your specialty.

David
David
Software Engineer in US
Verified LinkedIn User
Semiconductors, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Provides the customer with a dynamic and personalized service

5.0 2 years ago

Comments: This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process.

Pros:

It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.

Cons:

When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.

Oliver
Oliver
Network Administrator in US
Verified LinkedIn User
Management Consulting, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Easily deployable software that relates closely with our customers management needs.

5.0 last year

Comments: User-friendly and reliable software. My experience so far is great and I would recommend it.

Pros:

A lot has been said about Zoho Desk but my experience is outstandingly genuine and worth sharing. Zoho gives live performance which is a big achievement for us. We are able to keep track of customers needs and satisfaction in real time. Adjustment is therefore effected immediately where need be. Apart from real time engagement, Zoho is quite affordable. With the much Zoho helps in achieving, it is worth our money and time over and over again. Other benefits of using Zoho Desk are, ease of customization, integration and implementation. Zoho is the real deal.

Cons:

For the longest time I have used Zoho Desk, I have no complaints. Neither do anyone in my team. I only feel the greatness of it.

Joel
IT Specialist in US
Real Estate, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Basic but functional

4.0 6 years ago

Comments: Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Pros:

Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Cons:

Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.