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:

US$14.00/month
  • 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 US$14.00/month.

Pricing plans get a free trial

Zoho Desk Details

Zoho

Founded in 1996

Zoho Desk videos and images

Zoho Desk video
Zoho Desk Software - Helpdesk Mobile App - thumbnail
Zoho Desk Software - Sentiment Analysis - thumbnail
Zoho Desk Software - Team Feed - thumbnail
Zoho Desk Software - ZIA - AI Assistant - thumbnail
Zoho Desk Software - Reports & Dashboard - thumbnail

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

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Centre
  • CRM
  • Call Centre 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
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • 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

View full list of Call Centre 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
  • Customisable Reports
  • Customisable 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
  • Prioritisation
  • 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

View full list of Complaint Management Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Notifications
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • CRM
  • Call Centre 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
  • Customisable 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

View full list of Contact Centre Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Auto-Responders
  • Batch Communications
  • CRM
  • Call Recording
  • Chat/Messaging
  • Collaboration Tools
  • Compliance Management
  • Content Management
  • Customer Database
  • Customer History
  • Customisable Branding
  • Email Management
  • Feedback Management
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Knowledge Base Management
  • Multi-Channel Communication
  • Multi-Language
  • On-Demand Communications
  • Personalisation
  • Reporting & Statistics
  • SMS Messaging
  • Social Media Integration
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Video Support
  • Workflow Management

View full list of Customer Communications Management Software

  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Behaviour 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
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • 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

View full list of Customer Engagement Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Campaign Management
  • Chat/Messaging
  • Communication Management
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Visualisation
  • 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

View full list of Customer Experience Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Centre Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Forms
  • Customisable 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

View full list of Customer Service 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
  • Customisable Reports
  • Customisable 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

View full list of Customer Success Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Application Management
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Communication Management
  • Configurable Workflow
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • 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

View full list of Customer Support Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • 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
  • Prioritisation
  • 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

View full list of Help Desk 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
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritisation
  • 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

View full list of Issue Tracking Software

  • API
  • Alerts/Notifications
  • Cataloguing/Categorisation
  • Chatbot
  • Collaboration Tools
  • Commenting/Notes
  • Content Library
  • Customisable Branding
  • Customisable 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

View full list of Knowledge Base 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
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • 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

View full list of Knowledge Management 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

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  • API
  • Activity Dashboard
  • Activity Tracking
  • Auto-Dialer
  • Automatic Call Distribution
  • CRM
  • Call Centre 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
  • Customisable 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

View full list of Telephony Software

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Reviews of Zoho Desk

Read all 1,689 reviews

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.4
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sara B.
Sara B.
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 5,001-10,000 Employees
Used the Software for: 1+ year
Reviewer Source

It allows me to keep track without wasting time

5 2 months ago New

Comments: We've utilized this product for customer backing and administrations and it's whenever we first were utilizing comparative programming to analyze customer activities grounded on explicit models. The education wind is for nontechnical individuals thus one ought to comprehend the semantics of every tab.

Pros:

I truly like how this is not difficult to simple and associate with our leads progressively. I'm authentically happy with Zoho Office since it helps in keeping a solitary wellspring of the verity that the activity staff and laborers can puncture for any strategy preliminaries, updates, formats thus considerably more.

Cons:

You can not change the settings for all divisions at once in the past. You need to go to every office and change individual settings which are moderately tedious.

Stefanie R.
Solutions agent in US
Medical Devices, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Zoho

5 2 months ago New

Pros:

Easy to use and easy to learn. Can do things faster

Cons:

A little slowand has dead spots towards the end of the day

Verified Reviewer
Owner in US
Verified LinkedIn User
Computer & Network Security, Self Employed
Used the Software for: 1-5 months
Reviewer Source

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

2 3 years ago

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?

Tyler L.
President in US
Information Technology & Services, 2-10 Employees
Used the Software for: Free Trial
Reviewer Source

so far its pretty great.

5 2 months ago

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.

Natalia G.
IT MANAGER in Peru
Retail, 51-200 Employees
Used the Software for: Free Trial
Reviewer Source

Uso de Zohodesk

4 2 months ago New

Comments: Centralización de información, evito el tener muchos correos por cada solicitud.

Pros:

El producto es facil de usar, intuitivo y nos ayuda a gestionar dentro de una plataforma todos los tickets de atención que nos solicitan nuestros puntos de venta.

Cons:

Por el momento todas las funcionalidades gratuitas nos han ayudado mucho.