About Zoho Desk

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features include customer support tickets, a customer support portal, contract management, and report creation. The solution collates interactions from various media such as email, phone, chat, social media, a self-service portal, forums, and forms and presents them in one place.

Zoho Desk enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours, and adding help folders. Tasks such as ticket assignment, service escalations, notification rules, and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings, and a graphical dashboard for analyzing customer satisfaction.

The platform integrates with Zoho customer relationship management (CRM), which facilitates the addition of customer information into tickets logged in Zoho Desk and enables service agents to know more about the customers.

Pricing starting from:

US$14.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Zoho Desk

- 50% faster implementation than most customer service software.

- Dedicated training program with a shallow learning curve.

- Customizable workspace that works across any industry, brand, and department.

- Hassle-free migration with the help of our account executives.

- No hidden costs, long-term contracts, and lock-ins.

- Compliant with data protection laws, such as GDPR, HIPAA, and CCPA.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 23 others

Supported Languages

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

Pricing starting from:

US$14.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Personalization
Zoho Desk Software - Guided Conversations
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - ZIA - AI Assistance of Zoho Desk
Zoho Desk Software - Blueprint Automation
Zoho Desk Software - Help Center Customization
Zoho Desk Software - Sentimental Analysis
Zoho Desk Software - Customers of Zoho Desk
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Zoho Desk video
Zoho Desk video
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Zoho Desk Software - Instant Messaging
Zoho Desk Software - Personalization
Zoho Desk Software - Guided Conversations
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - ZIA - AI Assistance of Zoho Desk
Zoho Desk Software - Blueprint Automation
Zoho Desk Software - Help Center Customization
Zoho Desk Software - Sentimental Analysis
Zoho Desk Software - Customers of Zoho Desk

Features

Total features of Zoho Desk: 159

  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Cataloguing/Categorisation
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Decision Support Systems
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IVR/Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Centre
  • Performance Management
  • Performance Metrics
  • Personalisation
  • Pre-built Templates
  • Predictive Analytics
  • Prioritisation
  • Proactive Chat
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Reviews

Overall rating

4.5 /5
(2,141)
Value for Money
4.5/5
Features
4.5/5
Ease of Use
4.4/5
Customer Support
4.3/5

Already have Zoho Desk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 2,141
Shayla
Shayla
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great internal and customer communication

Reviewed on 10/01/2023

To keep tabs on the many ways in which people have reached out to us with questions about our...

To keep tabs on the many ways in which people have reached out to us with questions about our bespoke products—email, phone, and even in-person—we have implemented a ticketing system in Zoho Desk. We have a long way to go until we fully integrate the system, but so far, what we've seen, we like what we see.

Pros

When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.

Cons

One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.

Christian
Christian
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

A fantastic tool for answering customer queries

Reviewed on 06/09/2023

Questions about orders or invoices, tickets, and customer administration. We were able to streamline...

Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.

Pros

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Cons

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.

Verified Reviewer
Overall rating
  • Industry: Computer & Network Security
  • Company size: Self Employed
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

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

Reviewed on 24/08/2018

I realized I need a product that will fully integrate with my Google contacts and calendar, be able...

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?

Anerlisa
Anerlisa
Overall rating
  • Industry: Food & Beverages
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Happy user, Zoho Desk has greatly improved our customer experience

Reviewed on 02/11/2023

Pros

I would first like to appreciate the most beautiful and fully designed dashboard, everything is crystal clear. Very simple to set up and use. Zoho Desk is customizable to your liking, this means it works for you, and you are certain of desirable results. The software is fairly priced, saves money. Customer care is a 10/10, very responsive and informative. It intergrates well with other Zoho products I use and this simplifies my work. Free version is a brilliant idea, I used this before and now I use the paid version. Tracking tickets and agents has never been this easy, I do this from the dashboard without any struggle

Cons

Zoho Desk is the best worldwide, none of the competitors beats this brilliant software. Kudos team

Emily
Emily
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

For managing tickets and tasks, Zoho Desk provides all I need

Reviewed on 02/08/2023

Maintain the things we offer by attending to the routine upkeep tasks that clients email us about....

Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through.

Pros

Setup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable.

Cons

Zoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times.

Showing 5 reviews of 2,141 Read all reviews

Zoho Desk FAQs

Below are some frequently asked questions for Zoho Desk.

Zoho Desk offers the following pricing plans:

  • Starting from: US$14.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

Free - up to 3 users, forever! Express - $7/user/month billed annually Standard - $14/user/month billed annually Professional - $23/user/month billed annually Enterprise - $40/user/month billed annually A 15-day free trial is available.

Zoho Desk has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Zoho Desk supports the following languages:

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian, Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese

Zoho Desk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zoho Desk integrates with the following applications:

Aircall, Asana, Bigin by Zoho CRM, Clearbit, GoTo Connect, Google Analytics 360, Google Workspace, Intercom, Jira, Kookoo, Mailchimp, Meta for Business, Microsoft Teams, Pipedrive, RingCentral Contact Center, Salesforce Sales Cloud, Slack, SurveyMonkey, Trello, Twilio, Twitter/X, Zadarma, Zapier, Zoho Analytics, Zoho Assist, Zoho Billing, Zoho Books, Zoho BugTracker, Zoho CRM, Zoho Cliq, Zoho Creator, Zoho Flow, Zoho Forms, Zoho Inventory, Zoho Invoice, Zoho SalesIQ, Zoho Social, Zoho Sprints, Zoho Survey, babelforce

Zoho Desk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zoho Desk.