15 years helping British businesses
choose better software

What is Zoho Desk?

Zoho Desk is Zoho's flagship web-based customer service software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune.

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.

Where can Zoho Desk be deployed?

Cloud-based
On-premise

About the vendor

  • Zoho
  • Founded in 1996

Zoho Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

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

Languages

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

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.

About the vendor

  • Zoho
  • Founded in 1996

Zoho Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

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

Languages

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

Zoho Desk videos and images

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Zoho Desk New UI
View 6 more
Zoho Desk video
Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Zoho Desk New UI

Features of Zoho Desk

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Billing & Invoicing
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Cataloguing/Categorisation
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Data Import/Export
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Email Management
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Full Text Search
  • IVR/Voice Recognition
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Prioritisation
  • Proactive Chat
  • Queue Management
  • Quotes/Estimates
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management

Alternatives to Zoho Desk

IT Glue is documentation built for IT professionals. Track, find and know everything in under 30 seconds. Learn more about IT Glue
Zoho Workplace is a tightly integrated suite of applications that helps businesses create, communicate, and collaborate efficiently.
Simple task and project management software. Redbooth makes it easy for you and your team to plan and track your work.
Thousands of MSPs and IT Departments use Kaseya VSA IT management software to automate IT. Start your free trial!
Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels.
Zoho CRM empowers organisations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub

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.

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 2 months ago New

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

Matt
Owner in UK
Computer Software, Self Employed
Used the Software for: 1+ year
Reviewer Source

Zoho Desk isn't a favourite option of mine, but it works.

3.0 2 years ago

Comments: Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it.

Pros:

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Cons:

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

Alternatives Considered: Freshdesk, HubSpot CRM and Zendesk Suite

Reasons for Switching to Zoho Desk: I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

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

My Experience With Zoho Desk

5.0 2 months ago

Pros:

I like the knowledge management features It comes with amazing help desk support features

Cons:

Zoho Desk has been great and no issues yet.

Armando
Client Success Manager in Mexico
Law Practice, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

My experience with Desk

5.0 2 months ago New

Pros:

We use Zoho Desk on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations.

Cons:

Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations.