What users are saying about
38 Ratings
38 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

Zoho Desk

Desk is great where there is lots of back and forth between clients and your entire team. It allows anyone to jump in and fulfill a request, and to keep a record of it that anyone else can access going forward. It virtually eliminates email siloing by team members as well as keep analytics of responses and response times for KPIs and reviews.
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Feature Rating Comparison

Incident and problem management

Zoho Desk
10.0
Organize and prioritize service tickets
Zoho Desk
10.0
Expert directory
Zoho Desk
10.0
Subscription-based notifications
Zoho Desk
10.0
ITSM collaboration and documentation
Zoho Desk
10.0
Ticket creation and submission
Zoho Desk
10.0
Ticket response
Zoho Desk
10.0

Self Help Community

Zoho Desk
10.0
External knowledge base
Zoho Desk
10.0
Internal knowledge base
Zoho Desk
10.0

Multi-Channel Help

Zoho Desk
10.0
Customer portal
Zoho Desk
10.0
Email support
Zoho Desk
10.0
Help Desk CRM integration
Zoho Desk
10.0

Pros

Zoho Desk

  • Very intuitive UI
  • Easy for multiple team members to access and jump in
  • Full accountability on team members
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Cons

Zoho Desk

  • Integration with email is not the smoothest
  • Escalation rules take into account weekends but not holidays
  • Reports can be a bit confusing
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Alternatives Considered

Zoho Desk

We haven't really had much experience with using other ticket/help desk systems, aside from writing into them. The one that one of our major vendors uses is Zendesk, so I have had a chance to see the user experience with it, and I would say it compares to Zoho Desk. Both are clean and give the recipient a ticket number to reference and a clean conversation thread. Desk is better for us from a cost perspective and integrating into the rest of Zoho.
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Return on Investment

Zoho Desk

  • Stopped "siloing" of information amongst team members
  • Allows for a quick response to clients requests
  • Allows proper tracking of team members responses for KPIs
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Pricing Details

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Add comparison