Zoho Desk

Zoho Desk

Zoho Desk

142 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Zoho Desk	Score 8.3 out of 10	N/A	Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.	$9 per month per user

Pricing

Zoho Desk

Editions & Modules

Free: $0
Express: $9
per month per user
Standard: $20
per month per user
Professional: $35
per month per user
Enterprise: $50
per month per user

Offerings

Pricing Offerings
Zoho Desk
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes

Entry-level Setup Fee

Required

Additional Details

A discount is offered for yearly billing.

More Pricing Information

Community Pulse
	Zoho Desk
Considered Both Products	Zoho Desk Greg Rellaford Account Manager and Retention Specialist Chose Zoho Desk We used HubSpot before, and it didn’t work very well for our needs. Zoho Desk is part of a much larger Zoho implementation. We’d like to have everything in one place, and Zoho provides that ability. Incentivized Helpful? Verified User Manager Chose Zoho Desk Zoho provides more bells and whistles comparted to the other platforms I have tried. The setup was easier and the transition was smoother. The support was much better as well. Whenever we would get stuck on something, support was a chat away and we always got the solution we … Incentivized Helpful? Sanjay Singh Business Development Manager Chose Zoho Desk I have used Asana and Zoho desk and decided to go with Zoho due to the ease of intergration into other applications and platforms, the more affordable costing, a faster mobile application and for the slightly better automation capabilities. Asana is nice but the cost and … Incentivized Helpful? Kevin Almond Head of Customer Success Chose Zoho Desk We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow … Incentivized Helpful? Humayun Farooqi Customer Success Manager Chose Zoho Desk Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile … Incentivized Helpful? Sofia Martinez Accounting Consultant Chose Zoho Desk Zoho Desk is always good at building different platforms for automation, so this one is also the best help desk platform available in the market. I can easily add the feedback with a report to easily convey the message accordingly. It can easily integrate with your existing … Incentivized Helpful? HK Hildah Kay Help Desk Technician Chose Zoho Desk Zoho Desk has an interface that is extremely simple and practical to use, for even clients who are not skilled. Again, Zoho Desk has no lead time, when customers air their views or complaints. Finally, Zoho Desk works/integrates effectively with several other products for … Incentivized Helpful? Verified User Analyst Chose Zoho Desk Over the years I have used a few different support software applications. One being Remedy software. That was pretty nice, but they lacked an isp version. I am currently a user of Atlassian JIRA and am not a big fan at this point. It is very cumbersome to use. Incentivized Helpful? David Yates President Chose Zoho Desk After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us. Helpful? Dave King Director of IT Chose Zoho Desk We evaluated products that were not free, but due to budget reasons we could not justify a purchase. So this free solution stacks up among the best in my opinion for no cost. Incentivized Helpful? Verified User Analyst Chose Zoho Desk The quality of support provided by Zoho Desk is brilliant. Ease of setup is a very easy process. Also it meets all the requirements that can be expected from such kind of software. Zoho Desk is a company that can be easy to do business with. It is really headed in the right … Incentivized Helpful? Verified User Team Lead Chose Zoho Desk Zoho [Desk] has much more quality of the information we required for our business than Freshdesk. It was also easy to work with Zohos different modules albeit based on department specific products than it was when we used Freshdesk. The Project management module was a … Incentivized Helpful? Jack Mattheus Human Resources Management Chose Zoho Desk • In the acquisition of Zoho Desk I did not have the final decision but I have contributed as my analysis in the implementation. We decided to switch services since this tool is much more complete in terms of functionalities that help us to easily resolve and follow up on our … Incentivized Helpful? María Fernanda Cruz Coordinator Chose Zoho Desk Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty … Incentivized Helpful? Leonard Johnson Technical Support Chose Zoho Desk Atera had a lot of features. You could install an agent to monitor updates, and you could deploy AV. Zoho Desk was easier to go through tickets and replies. It felt like Atera had more features, so it was slower. At times you would want to search for an old ticket in Atera, and … Incentivized Helpful? Miguel Useche Wordpress developer Chose Zoho Desk Zoho Desk comes at a better price, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things. Also their API is similar to other Zoho platforms, so employees can … Incentivized Helpful? Verified User Team Lead Chose Zoho Desk Zoho Desk is easy to set up for small business needs, and its dashboard is well-suited for our organization's needs. We are on a social network, which also helps us to get users' and applicants' queries through the social platform. Another factor to start with it is its trial … Incentivized Helpful? Julien Bras Innovation Team Leader Chose Zoho Desk We have selected Zoho Desk because we already using Zoho CRM. Helpful? Khashi Rahmani Territory Manager Chose Zoho Desk Desk.com was too complicated and was cost prohibitive. We had switched from Desk by Salesforce to Zoho Desk Incentivized Helpful?

Features

Zoho Desk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Zoho Desk 8.5 5 Ratings 4% above category average
Organize and prioritize service tickets	9.05 Ratings
Expert directory	7.34 Ratings
Subscription-based notifications	7.34 Ratings
ITSM collaboration and documentation	10.01 Ratings
Ticket creation and submission	8.75 Ratings
Ticket response	8.75 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Zoho Desk 9.4 5 Ratings 16% above category average
External knowledge base	9.45 Ratings
Internal knowledge base	9.45 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Zoho Desk 6.8 5 Ratings 16% below category average
Customer portal	8.04 Ratings
Social integration	6.53 Ratings
Email support	6.35 Ratings
Help Desk CRM integration	6.34 Ratings

Best Alternatives
	Zoho Desk
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives

User Ratings
	Zoho Desk
Likelihood to Recommend	8.3 (24 ratings)
Usability	8.0 (13 ratings)
Support Rating	8.7 (12 ratings)

User Testimonials
	Zoho Desk
Likelihood to Recommend	Zoho Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy. Incentivized Greg Rellaford Account Manager and Retention Specialist Read full review
Pros	Zoho It provides a simple widget code with a few clicks once you decide to integrate it with your website or application. There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices. You can easily track all of your tickets and agents from the dashboard interface. You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting. Incentivized Humayun Farooqi Customer Success Manager Read full review
Cons	Zoho The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us. [I feel] its customer support needs improvement. Incentivized Sofia Martinez Accounting Consultant Read full review
Usability	Zoho I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes! Incentivized Verified User Anonymous Read full review
Support Rating	Zoho As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office Incentivized Verified User Anonymous Read full review
Alternatives Considered	Zoho We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers. Incentivized Kevin Almond Head of Customer Success Read full review
Return on Investment	Zoho Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently. By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems. All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions. Incentivized David Cook Owner Read full review
ScreenShots	Zoho Desk Screenshots