Zoho Desk
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
Pricing starting from:
US$14.00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of Zoho Desk: 159
Alternatives
Redbooth
HubSpot Service Hub
Zoho CRM
WHMCS
Reviews
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- Industry: Education Management
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
Zoho desk allows me to track all incoming requests and to convert website visitors to real...
Reviewed on 01/09/2021
A good-looking dashboard and customizable reports make a significant difference from other products...
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.
- Industry: Computer & Network Security
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
a very useful tool for organizations and MSP teams
Reviewed on 27/09/2023
In general terms, a very good experience, a tool that makes our work much easier by optimizing...
In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.
Pros
I like the customization of the system, creation of workflows, and automation
Cons
I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.
Reasons for Switching to Zoho Desk
ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.)- Industry: Computer & Network Security
- Company size: Self Employed
- Used Daily for 1-5 months
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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?
- Industry: Health, Wellness & Fitness
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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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.
- Industry: Hospital & Health Care
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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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.
Zoho Desk FAQs
Below are some frequently asked questions for Zoho Desk.Q. What type of pricing plans does Zoho Desk offer?
Zoho Desk offers the following pricing plans:
- Starting from: US$14.00/month View Pricing Plans
- Pricing model: 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.
Q. Who are the typical users of Zoho Desk?
Zoho Desk has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Zoho Desk support?
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
Q. Does Zoho Desk support mobile devices?
Zoho Desk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Zoho Desk integrate with?
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
Q. What level of support does Zoho Desk offer?
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.
- Customer Service Software
- Help Desk Software
- Customer Support Software
- Customer Experience Software
- Customer Engagement Software
- Issue Tracking Software
- Customer Success Software
- Customer Communications Management Software
- Live Chat Software
- Call Centre Software
- Contact Centre Software
- Knowledge Management Software
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- Email Management Software
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- Knowledge Base Software
