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.

Where can Zoho Desk be deployed?

Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Zoho
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 25 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.

Pricing plans get a free trial

About the vendor

  • Zoho
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 25 others

Languages

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

Zoho Desk videos and images

Zoho Desk Software - Helpdesk Mobile App
Zoho Desk Software - Sentiment Analysis
Zoho Desk Software - Team Feed
Zoho Desk Software - ZIA - AI Assistant
Zoho Desk Software - 5
View 6 more
Zoho Desk video
Zoho Desk Software - Helpdesk Mobile App
Zoho Desk Software - Sentiment Analysis
Zoho Desk Software - Team Feed
Zoho Desk Software - ZIA - AI Assistant
Zoho Desk Software - 5

Features of Zoho Desk

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Billing & Invoicing
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Cataloguing/Categorisation
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Discussions / Forums
  • Document Management
  • Email Management
  • Feedback Management
  • File Sharing
  • Full Text Search
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Prioritisation
  • Proactive Chat
  • Queue Management
  • Quotes/Estimates
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • 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
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management

Alternatives to Zoho Desk

A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels. Learn more about HappyFox Help Desk
Zoho CRM empowers organisations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
Help Desk Support Software and Asset Management Tool includes, Knowledgebase, SLA Management, Ticket Tracking, Inventory Management. Learn more about ManageEngine ServiceDesk Plus
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you. Learn more about SolarWinds Service Desk
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Intercom is a Customer Communications Platform that offers an unparalleled user experience, engaging customers across their lifecycle.
Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
NinjaOne (formerly NinjaRMM) is the easiest, all-in-one IT management solution that MSPs and IT professionals love. Learn more about NinjaOne
Thousands of MSPs and IT Departments use Kaseya VSA IT management software to automate IT. Start your free trial! Learn more about Kaseya VSA

Reviews of Zoho Desk

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
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 4 weeks ago New

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.

Muhammad
Muhammad
Freelancer in Pakistan
Verified LinkedIn User
Writing & Editing, Self Employed
Used the Software for: 1+ year
Reviewer Source

Zoho Desk

5.0 4 weeks ago New

Comments: Zoho Desk is the best for customer care as it provides the facility to assign tickets automatically. It is stable for use.

Pros:

Ticket assignment is automatically It helps to enhance the relationship with clients It is a stable tool

Cons:

Workflow is sometimes not instinctive There are limitations to living chat confusing settings

Shaik
Associate in India
Automotive, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Helpful tool for management

3.0 last month New

Comments: It is better than previously used app and gets things done,

Pros:

It is optimised for initial starting business and tasks can assigned reassigned and updated, u can divide the task, categories them based upon the projects

Cons:

It has some glitches and maintenance time is little bit high

Verified Reviewer
CEO in UK
Verified LinkedIn User
Information Technology & Services, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source

Powerful ticketing system with lots of options.

5.0 3 months ago

Comments: We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.

Pros:

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Cons:

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Alternatives Considered: HappyFox Help Desk, Freshdesk and SolarWinds Service Desk

Reasons for Switching to Zoho Desk: It had more of the features we need and we use other Zoho products so they link together quite easily.

Verified Reviewer
Manager Marketing in India
Verified LinkedIn User
Information Technology & Services, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Zoho Desk: Literally a Customer Delight

5.0 last month New

Comments: The overall experience has been good.Once we started using it, there is no need to explore any other tool. Solves our purpose completely

Pros:

Zoho Desk allows our customer support team in handling queries in a sequential manner. Being a player in the SaaS domain tickets handling and ensuring optimal productivity of agent is a challenge which gets solved by this vendor of ours. Adding to this, various integration features with different applications ensure high level of optimization and reduced TAT.

Cons:

UI/UX of the platform needs a big boost up. Various shortcut icons and analytics can be improved.