Zoho Desk is great as a customer support platform
We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that …
Starting at $0
View PricingOverview
What is Zoho Desk?
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Head of Customer Success
Forfusion Ltd (Information Technology & Services, 51-200 employees)
Pricing
Free
$0
Cloud
Standard
$14
Cloud
per user
Professional
$23
Cloud
per user
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.zoho.com/desk/pricing.html
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Managing Departments in Zoho Desk
YouTube
Video Demo Zoho Desk
YouTube
Managing Agents in Zoho Desk
YouTube
Servicio a Cliente Multicanal con Zoho Desk 2020
YouTube
Brinde soporte Excepcional con Zoho Desk - Webinar 2020
YouTube
Forwarding Support Mails to Zoho Desk
YouTube
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Zoho Desk?
Zoho Desk is a cloud-based context-aware customer service software boasting users among service teams in over 40,000 businesses such as Daimler, Essilor, and McAfee.
Zoho Desk helps service teams manage customer conversations across email, phone, live chat, and social media. It is designed to pack the automation and analytics necessary to scale to any volume of customers. It is presented as easy to implement, and tightly integrated with other software used by the team for context and continuity.
Zoho Desk aims to address real-time customer service challenges. It helps service teams with collaboration, productivity hacks, AI, and measures customer happiness.
Zoho Desk helps service teams manage customer conversations across email, phone, live chat, and social media. It is designed to pack the automation and analytics necessary to scale to any volume of customers. It is presented as easy to implement, and tightly integrated with other software used by the team for context and continuity.
Zoho Desk aims to address real-time customer service challenges. It helps service teams with collaboration, productivity hacks, AI, and measures customer happiness.
Zoho Desk Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Zoho Desk Screenshots
Zoho Desk Videos
Is it even possible to build a world-class product from a small, rural town?
Sridhar Vembu, Zoho's CEO, and the team narrate how they built Zoho Desk and what problems it solves for businesses around the world.
What is Zoho Desk? - An Overview
Customer centricity lies at the heart of any organization. Every process & approach is built with a sole objective of providing a positive and amazing experience to the customer.
How Zoho Desk’s automation features can help remove manual, repeatable chores and instead focus on keeping customers happy.
Zoho Desk Integrations
Zoho Desk Competitors
Zoho Desk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Reviewers rate Usability highest, with a score of 9.4.
The most common users of Zoho Desk are from Small Businesses (1-50 employees).
Comparisons
Compare with
Reviews and Ratings
(122)Attribute Ratings
Reviews
(1-17 of 17)Companies can't remove reviews or game the system. Here's why
January 01, 2024
Functional Service Desk Offering
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.
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 application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.
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 softwares. It easily gets along with other software that I was already using in the organization.
May 31, 2021
A Responsive and Reliable Help Desk App
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 business efficiency, even from the other external vendors.
May 17, 2021
ZoHo Desk - Great tool for the price
- BMC Helix ITSM (Remedy) and Atlassian JIRA Align (formerly AgileCraft)
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.
April 27, 2021
Zoho Desk isn't on mine anymore, unfortunately.
Score 6 out of 10
Vetted Review
Verified User
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.
April 26, 2021
Zoho Desk for IT Departments
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.
April 26, 2021
All help-desk needs fulfilled
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 direction.
April 23, 2021
Zoho - your helping hand you didn't know you needed
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 particular module that we needed for out business that Freshdesk did not seem to have at the time we switched.
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 particular module that we needed for out business that Freshdesk did not seem to have at the time we switched.
April 13, 2021
The best customer service tool.
• 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 customers' problems.
August 28, 2020
Zoho Desk for Customer Support
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 complete. Easy to train and use.
January 29, 2020
Small structure but a lot of results
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 it was incredibly difficult. Zoho Desk was much faster, even though there wasn’t much of a filter to use.
September 20, 2019
Good service for tickets
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 already be familiar with the technology
Their mobile app lets you work from any place and be informed about organization's tasks and communications.
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 period, which helps us to explore the platform before making a decision to purchase.
Another factor to start with it is its trial period, which helps us to explore the platform before making a decision to purchase.
April 01, 2019
Support experience with Zoho Desk
Score 1 out of 10
Vetted Review
Verified User
We have selected Zoho Desk because we already using Zoho CRM.
