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
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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
Free Version:
Yes
Free trial:
Yes

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Zendesk Suite

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ManageEngine ServiceDesk Plus

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Zoho Desk Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.4
Customer Support
4.3
5 reviews of 1,820 View all reviews
Sarah
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 17/07/2022

The gold standard in customer service!

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.

Mercedes
  • Industry: Mental Health Care
  • Company size: 201-500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 08/11/2022

Helpdesk internal ticketing system - life changing!

Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk!

Pros

We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper!

Cons

My only complaint about the software is that it is kind of difficult to set up initially.

Alternatives Considered

Salesforce Sales Cloud

Reasons for Choosing Zoho Desk

SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust.

Switched From

SysAid

Reasons for Switching to Zoho Desk

The cost was much higher with Salesforce and was also not nearly as robust.
Ana
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 16/08/2022

Zoho Desk: easy to use, customizable, and evolving service desk suite

We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.

Pros

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

Cons

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Zoho Desk

We are creating the first in-house service solution for the company. Having a managed solution to handle requests that other team members can monitor and resolve is much better than trying to handle email support requests that sit in an inbox with many other unrelated emails.

Switched From

Freshdesk

Reasons for Switching to Zoho Desk

We are a growing company and we need to track our issues not only by the customer but also by specific serial number. We had a very rudimentary system to do this, but our size is pushing us to modernize to stay on top of everything. This system should help us.
Michael
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 19/10/2022

Very easy to implement

It's positive and promising

Pros

It's very easy to implement. We are just starting to use this system, so there's not much to add at this point, but things look promising!

Cons

It's not integrated with Microsoft products and services much...

Alternatives Considered

Zendesk Suite

Reasons for Choosing Zoho Desk

Zendesk is very expensive at higher tiers

Switched From

Zendesk Suite

Reasons for Switching to Zoho Desk

Price
Verified Reviewer
  • Industry: Accounting
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 05/11/2022

easy to use and highly recommended software

i love it very easy to use very good in performance less hassle save more time and money highly recommended software.

Pros

highly recomended software very easy to use no hassle save a lot of time and money.

Cons

very good software very easy to use no hassle very usefull and high impact for the small business.

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