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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

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

Handle your trouble tickets and customer queries like a pro with Zoho Desk

Rating: 10 out of 10
October 15, 2021
IncentivizedVetted ReviewVerified User
We have integrated Zoho Desk with our web application to be able to have our existing customers submit tickets with screenshots and description of the problem being faced or f...
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Humayun Farooqi
Director - Customer Service
Customer Success Manager
Tarsil.pk
Zoho Desk1 year 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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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 Organize and prioritize service tickets highest, with a score of 8.7.

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 23)

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
Pros
  • Automated Ticket Acknowledgement to Customer
  • Grouping of Data of Customer
  • organises ticket data into one pane of glass
  • Attaches files to case
Cons
  • It could do with a few pre populated email templates
  • Allow remote connections direct to Manage Engine Endpoint Central
  • Have a customer chat feature

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
Pros
  • Scheduled reports for Specific customers
  • Organizing data by customer and the customer can respond to a Zoho Desk ticket by email and the response will automatically be entered into the related ticket on our desk platform
Cons
  • The Zoho Desk community forum could use more options. If our customers could post questions or create a new topic on the forum we created we would be more apt to use it
  • When a new contact or account is added to Zoho Desk it automatically assigns the account owner to our Zoho Admin, with no sales office even when a sales office specific support agent controls the ticket and a sales office is specified on the ticket - so more thorough data transfer into the CRM would be an improvement.

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
Pros
  • Captures email and converts into tickets
  • Reporting
  • support
  • Ticket tracking
Cons
  • separating departments tickets
  • spam control
  • intuitive report searching.

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
Pros
  • Browser-based
  • Cross-platform support and functionality
  • Customizable
Cons
  • It regularly experiences slow performance
  • The interface could be designed better
  • Customization can be a bit rigid and not as open as some platforms

Handle your trouble tickets and customer queries like a pro with Zoho Desk

Rating: 10 out of 10
Incentivized
October 15, 2021
HF
Humayun Farooqi
Customer Success Manager
Tarsil.pk (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Zoho Desk
1 year of experience
View profile
Pros
  • 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.
Cons
  • There is no Desktop application for Zoho Desk which is a crucial missing feature.
  • The shortcut icon for Recent items could have been placed better, maybe in the top header menu instead of in the footer.
  • The footer menu needs bigger icons as some are unrecognizable on smaller size monitors.
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