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Zoho Desk

Zoho Desk

Overview

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.

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Learn from top reviewers

Zoho Desk is an all in one customer service experience. Mostly good with some important flaws

Rating: 9 out of 10
March 28, 2025
IncentivizedVetted ReviewVerified User
We use Zoho Desk to handle all of our customer service tickets. We also use the knowledge base function inside of Zoho Desk to address any customer questions and act as our FA...
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Greg Rellaford
Account Manager - Customer Service
Account Manager and Retention Specialist
Hope Squad
Zoho Desk1 year of experience
Verified on LinkedIn

ZohoDesk, a great ticketing platform.

Rating: 8 out of 10
June 24, 2024
IncentivizedVetted ReviewVerified User
We currently use Zoho desk as our main ticketing system. We utilize a home grown ticketing system in our ERP and Zoho desk. We plan to consolidate to Zoho once we are ready to...
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Verified user
Manager
Zoho Desk3 years of experience

Zoho Desk - Simplifies the Ticketing Process

Rating: 7 out of 10
June 24, 2024
IncentivizedVetted ReviewVerified User
We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is: Automated Acknow...
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Sanjay Singh
C-Level Executive - Corporate
Business Development Manager
TrionTech
Zoho Desk2 years of experience

Zoho Desk is great as a customer support platform

Rating: 9 out of 10
May 1, 2024
IncentivizedVetted ReviewVerified User
We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Des...
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Verified user
Analyst
Zoho Desk3 years of experience

Functional Service Desk Offering

Rating: 7 out of 10
January 1, 2024
IncentivizedVetted ReviewVerified User
As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for ...
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Kevin Almond
Manager - Customer Service
Head of Customer Success
Forfusion Ltd
Zoho Desk3 years of experience
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Pricing

View all 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
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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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 8.1

Self Help Community

Features that allow customers to self-service for support issues.

8.9
Avg 7.9

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

7
Avg 7.9
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Product Details

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 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

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.

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 TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

Freshdesk, Zendesk Suite, and Kayako are common alternatives for Zoho Desk.

Reviewers rate External knowledge base and Internal knowledge base highest, with a score of 8.9.

The most common users of Zoho Desk are from Small Businesses (1-50 employees).
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Comparisons

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 24)

Zoho Desk is an all in one customer service experience. Mostly good with some important flaws

Rating: 9 out of 10
Incentivized
March 28, 2025
GR
Greg Rellaford
Account Manager and Retention Specialist
Hope Squad (Education Management, 11-50 employees)
Vetted Review
Verified User
Zoho Desk
1 year of experience
Verified on LinkedIn
Likelihood to Recommend
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.

Zoho Desk - Simplifies the Ticketing Process

Rating: 7 out of 10
Incentivized
June 24, 2024
SS
Sanjay Singh
Business Development Manager
TrionTech (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Zoho Desk
2 years of experience
View profile
Likelihood to Recommend
For an IT support Business, Zoho Desk is amazing. Zoho Desk automates many processes that allows us to respond quicker, free up repetitive tasks time and also time against or SLA agreements to ensure we don't breach.

I can't tell you where it's less appropriate as so far we have had good success with using Zoho desk

Zoho Desk is great as a customer support platform

Rating: 9 out of 10
Incentivized
May 01, 2024
Verified User
Analyst in Sales
Automotive Company, 51-200 employees
Vetted Review
Verified User
Zoho Desk
3 years of experience
Likelihood to Recommend
Zoho desk is well suited for anyone wishing to use it as their primary support platform in association with a company website if there is dedicated support personnel within the company. I would say that Zoho desk would be less appropriate for retail based customers as a platform to write reviews on products received.

ZohoDesk, a great ticketing platform.

Rating: 8 out of 10
Incentivized
June 24, 2024
Verified User
Manager in Information Technology
Consumer Goods Company, 201-500 employees
Vetted Review
Verified User
Zoho Desk
3 years of experience
Likelihood to Recommend
Tracking of tickets has been great. There are times when some spam passes through and becomes a ticket, but it is easy to delete those. My company is very much into LEAN, and likes to see reports to see our progress as a team. The reports provided give good information for these presentations

Functional Service Desk Offering

Rating: 7 out of 10
Incentivized
January 01, 2024
KA
Kevin Almond
Head of Customer Success
Forfusion Ltd (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
Zoho Desk
3 years of experience
View profile
Likelihood to Recommend
As a SaaS offering it delivers on the cross-platform accessibility front quite well. Any Cloud service means it can be consumed from anywhere, giving a business the agility it needs to employ staff from no set geographic location, as well as allowing work-from-anywhere scenarios. The interface is okay to use but could be better, but in terms of basic functionality that you'd expect a service desk to deliver it does that quite well.
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