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 …
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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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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
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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
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Reviews and Ratings
(122)Attribute Ratings
Reviews
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January 16, 2024
Zoho Desk is great as a customer support platform
- 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
- 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.
January 01, 2024
Functional Service Desk Offering
- Browser-based
- Cross-platform support and functionality
- Customizable
- It regularly experiences slow performance
- The interface could be designed better
- Customization can be a bit rigid and not as open as some platforms
- 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.
- 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.
- Communicating with customers across multiple channels
- Team collaboration across departments
- Managing tiny gears and cogs
- Assigning tickets automatically
- When demand increases, the functionality depth of some features may feel limited
- To get started with the system requires a lot of customization
- Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
- The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
- I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
- It is completely a feature rich platform.
- 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.
May 31, 2021
A Responsive and Reliable Help Desk App
- Zoho Desk enhances or fosters the relationships we already have with clients as we easily communicate.
- Again, questions and complaints are aired through Zoho Desk regarding our products.
- Finally, Zoho Desk acts swiftly, through the concept of ticket management.
- Zoho Desk sometimes loads or hangs, which lowers its efficiency and this should be improvised.
- Also, Zoho Desk lacks compatibility on some Apple products, not ignoring the huge customer base which uses them.
- Other operational challenges were effectively handled.
May 17, 2021
ZoHo Desk - Great tool for the price
- Macros - These are great ! You can auto assign based on many different criteria. Easy to build as well.
- Customization - Easy to build customizations at your fingertips. It helps when you need just a little bit more information to perform the tasks at hand.
- When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
- Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
April 27, 2021
Zoho Desk isn't on mine anymore, unfortunately.
Score 6 out of 10
Vetted Review
Verified User
- Very feature rich.
- Zoho's cloud is stable, and I've never experienced an outage or data issue.
- Price point is generally lower than any comparable product or service.
- Workflow is sometimes not intuitive.
- Automation for tasks needs improvement.
- Integration with other Zoho modules could be improved upon.
April 26, 2021
Zoho Desk for IT Departments
- Email notification
- Searching
- Resolutions
- Adding graphics or video to the solutions of a ticket.
April 26, 2021
All help-desk needs fulfilled
- Customer relationship management.
- Ticket creation.
- Ticket collaborations.
- Live chat feature.
- Live chats have limited customisation.
- Workflow can be interrupted sometimes.
- Settings can be confusing sometimes.
April 23, 2021
Zoho Desk--great, free ticketing software
- Organized
- Ticketing system
- Collaboration/teamwork
- Data privacy concerns, since it's a free product
April 23, 2021
Zoho - your helping hand you didn't know you needed
- Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
- Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
- Zoho CRM is great for entering as much relevant information as you can get for any customer.
- Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
- The filtering system at times can not be as responsive as expected. On Zogo desk can try to filter out non-relevant tickets but they can still show in results
- You can run reports on Zoho based on any built in fields, but cannot run anything that comes from freetext, or responses based on keywords
- Zoho Assist at times fails to send the invite to the customer
April 13, 2021
The best customer service tool.
- One of the most useful features that this tool has. Is that it allows us to address the problems of users according to the type of problem they have and assign them a categorization. For example Urgent, normal, standard.
- Another very useful feature that this tool has. Is that it allows us to visualize in a panel what are the unresolved activities or problems and thus any authorized active member can follow up and solve the problem.
- It would be very useful to have the drag and drop functionality when we are running some problem tracking tool.
- I would also like to see that the functionality of being able to receive and send voice memos has been implemented. This would be truly innovative.
- Connects customers with support staff in an easy manner.
- Solutions to issues can be repurposed as articles for future support and education.
- Works on popular platforms including mobile apps so you can provide support on the go.
- Integrates well with other Zoho products.
- Although it connects well with Zoho CRM it could be a little smoother and automatic so that you don't have to think about it. It should just happen.
- The interface is colourful and attractive however looks slightly dated.
- Great value as part of Zoho One but could be a little expensive for very small operators.
August 28, 2020
Zoho Desk for Customer Support
- Timetrack
- Value for money
- Ease of use
- Automation setup
- Advanced customization
- Default reports aren't as good
January 29, 2020
Small structure but a lot of results
- Easy to assign agents
- Message updates were easy to follow
- Not a whole lot of features
- Tickets are bare bones at times
September 20, 2019
Good service for tickets
- It offers everything you'll need to handle communication between your organization and external people.
- Offers a great integration with other Zoho Services so you can increase the possibility of your data/workflows.
- It has a good API to automate some things or feed any custom-made applications inside the organization.
- It lets you organize support tasks and keep track of the organization and employees current status.
- Their API is limited and there are many things you can't do.
- Their search API is not on real time. If you wanna automate real time things, you can't.
- Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
- User-friendly dashboard, which shows all the tickets' statuses.
- We can embed support form in our websites to get queries.
- Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
- Connecting with a social network like Facebook.
- There's less customization capability in the support page, which needs to improve.
- A feature like showing FAQs while a user is trying to create a new ticket would be helpful.
April 01, 2019
Support experience with Zoho Desk
Score 1 out of 10
Vetted Review
Verified User
- Support as a Service well executed
- Easy to setup
- Good link with existing Zoho products
- Support team behind Zoho Desk is really deceptive (long response delay / not always accurate)
- Customer enhancements are never done
- Managing support
- Delegating tasks within a small, medium, or large support team
- Accessibility via a web interface and not a local download
- More Customization of fields inside the tickets created in Desk
- Allowing Desk tickets to be assigned to Accounts and not required to be on a Contact within the account
- Better API integrations
November 21, 2017
Save time and improve the quality of support
- Quality support information
- Help desk for my clients
- It is an easy and friendly way to provide help to the needs of my clients
- Traceability of everything related to the support of my clients
- It helps me organize my company
- Quality that makes your company look great
- The change from free to payment seems a bit high for small businesses but the features are excellent.
- It is a very complete software. The improvements have been great.
- The communication with the company has always been excellent. I do not remember having issues.