Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and service for ticketsIt's being used to handle all support for customers and also as an internal communication tool between our organization's departments. It helps to give a quick answer to customers and suppliers, to avoid repetitive tasks from employees, and to organize works between departments and employees. It also acts as a database for contacts, and allows us to have a history log of all our organization's communication, for later use or to improve workflows.,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.,It helped to reduce company's reponse time by letting employees when a new comunication started and who will handle it. It helped to maintain private conversation between organization members to organize what to reply and do for customers. Increased productivity by task assignment and keeping track of the organization data/processes,10,Zendesk,Zendesk,100 to 500 per week,9,9,7,4Zoho Desk is a great customer service portal for small to medium teams looking for a simple, affordable, and effective solutionBefore Desk, we weren't using any sort of ticket system, instead of relying on direct emails to individuals. This was an issue for a multitude of reasons, including vacations or the individual leaving the organization without a proper knowledge transfer. Desk gives everyone on the team visibility to all client communication, allowing anyone on the team to jump in and get information for a client, or handle an issue without having much of a background with them previously.,Very intuitive UI Easy for multiple team members to access and jump in Full accountability on team members,Integration with email is not the smoothest Escalation rules take into account weekends but not holidays Reports can be a bit confusing,Stopped "siloing" of information amongst team members Allows for a quick response to clients requests Allows proper tracking of team members responses for KPIs,9,Zendesk,Trello, Adobe Audition, Adobe Photoshop, Adobe Premiere Pro, INXPO Webcasting,100 to 500 per weekZoho Desk is a great fit for the startup-to-small business for support!Zoho Desk has been a great assist for the startup medical software company I work for. It provides a web portal to bring in our customer support inquiries and provides an easy-to-manage dashboard to view and respond to customer support inquiries. Through the use of our email server, clients send in questions and inquiries regarding our software, allowing our support team to assign these support tickets and respond to them through Zoho Desk. This replaced the need to respond to support directly through email. Zoho Desk provides email alerts when clients respond or when new tickets come in, making it easy to manage. Desk also allows reports to see outstanding tickets, customizing tickets to include priorities, departments, and even adding in JIRA tickets for software requests that ultimately need to be handled by our developers. We do wish their was better API capabilities to link our software directly to Zoho Desk to provide customers their own portal to see outstanding tickets. Another flaw is that tickets cannot be assigned to strictly Accounts, they need to be assigned to a Contact which is sub to an Account. It only links with the Contact email which is usually a specific person.,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,Overall good return by consolidating our support efforts Centralizing customer feedback Running reports on mission critical support,7,,Zoho Assist, Zoho Forms, Zoho Motivator,Fewer than 100 per week,8,10,4,6Support experience with Zoho DeskWe are a software company. Zoho Desk is used in our company as the main entry point for customer support.,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,Lost customer messages; need to exchange with the customer by a different way. Migration from our previous tool was never achieved, losing some bits of information.,1,,100 to 500 per weekA simple way to start answering queries on a ticketing platformZoho Desk is used by our marketing department for responding to candidates' queries received through multiple platforms, like email and an embedded form on our website. We have a fellowship program so that candidates can apply online on our portal. We have widely used Zoho Desk to resolve all queries, either technical or theoretical, about filling the application for the fellowship. Earlier we were doing it on a phone call, but it was not feasible to connect all the candidates, and we faced many difficulties in handling the record.Now we are also using its knowledge-base, which also helps candidates get FAQs on applying and the application process.,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.,Over the year we have given resolution to more than 1500 tickets. Now we are separating the tickets according to the departments or products. Now our user can see the list of FAQs, which helps them to research their question before raising the tickets.,8,Freshdesk, Zendesk and Jira Service Desk,Jira Service Desk, Freshdesk, Zendesk,Fewer than 100 per week
Zoho Desk
38 Ratings
Score 7.7 out of 101
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>

Zoho Desk Reviews

Zoho Desk
38 Ratings
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101

Do you work for this company?

Show Filters 
Hide Filters 
Showing 5 of 38 Zoho Desk ratings and reviews.
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Job Type

Reviews (1-5 of 5)

Companies can't remove reviews or game the system. Here's why.
Miguel Useche profile photo
September 20, 2019

Good service for tickets

Score 10 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

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.
Read Miguel Useche's full review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

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.
Read this authenticated review
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Alternatives Considered

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.
Read this authenticated review

Zoho Desk Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (1)
Expert directory (1)
Subscription-based notifications (1)
ITSM collaboration and documentation (1)
Ticket creation and submission (1)
Ticket response (1)
External knowledge base (1)
Internal knowledge base (1)
Customer portal (1)
Email support (1)
Help Desk CRM integration (1)

About Zoho Desk

According to the vendor, Zoho Desk, allows agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Put customer service at the heart of your company.
Zoho Desk iis a context-aware help desk software that helps businesses focus on the customer.
Close tickets. Open happiness.
Zoho Desk gives your team tools to help customers while automating frequent tasks that otherwise take up precious time.
Don't improvize. Improve.
With Zoho Desk, identify the right trends and patterns in your team's efforts, make improvements, and inspire better performance.
One company. One team.
Zoho Desk helps bring together employees from across departments, to give customers a truly unified customer service experience.
Convenience is key.
When your customers want to reach out, be available for them over a variety of channels—email, phone, live chat, social media and more.
Self-help is the best help.
Equip customers so they can find answers to questions on their own and help their peers in the true spirit of a community.

Zoho Desk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Does not have featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

Zoho Desk Screenshots

Zoho Desk Integrations

Zoho Creator, Zoho Forms, Zoho CRM, Zoho SalesIQ, Zoho Assist, Zoho Analytics (formerly Zoho Reports), Zoho Bugtracker, gsuite, Screen magic

Zoho Desk Competitors


Has featureFree Trial Available?Yes
Has featureFree or Freemium Version Available?Yes
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No
EditionPricing DetailsTerms
Professional$12per user
Enterprise$25per user

Zoho Desk Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

Zoho Desk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No