About Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation. Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. 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. Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers. The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.
Zoho Desk Software - Zoho Desk response time dashboard
Zoho Desk Software - Zoho Desk team feed
Zoho Desk Software - Zoho Desk bandwidth monitoring
Zoho Desk Software - Zoho Desk ticket screen
Zoho Desk Software - Zoho Desk conversations
Zoho Desk Software - Zoho Desk countdown work mode
Zoho Desk video
Zoho Desk Software - Zoho Desk response time dashboard - thumbnail
Zoho Desk Software - Zoho Desk team feed - thumbnail
Zoho Desk Software - Zoho Desk bandwidth monitoring - thumbnail
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Zoho Desk pricing

Zoho Desk has a free version and offers a free trial. Zoho Desk paid version starts at US$14.00/month.

Starting Price:
US$14.00/month See pricing details
Pricing Details:
● Free - up to 3 users, forever! ● Standard - $14/agent/month ● Professional - $23/agent/month ● Enterprise - $40/agent/month A 15-day free trial is available. View Pricing Plans
Free Version:
Yes
Free trial:
Yes

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Zoho Desk Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 1,678 View all reviews
Sara B.
  • Industry: Hospital & Health Care
  • Company size: 5,001-10,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 29/11/2021

It allows me to keep track without wasting time

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.
  • Industry: Medical Devices
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 23/11/2021

Zoho

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
  • Industry: Computer & Network Security
  • Company size: Self Employed
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Features
1
Ease of Use
2
Customer Support
4

2
Reviewed on 24/08/2018

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

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.
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 02/11/2021

so far its pretty great.

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, NinjaOne and IT Glue

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.
  • Industry: Retail
  • Company size: 51-200 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 02/12/2021

Uso de Zohodesk

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.

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