Zoho Desk Reviews

44 Ratings
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Score 8.0 out of 100

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Reviews (1-7 of 7)

Leonard Johnson | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

Zoho Desk is excellent if you have other software to support billing. It is terrific for internal work and harder if you have projects. If you’re looking for a basic ticketing system without diving deeper like other robust ticketing systems, then Zoho Desk is right for you. There isn’t a huge learning curve with Zoho Desk, either.
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Miguel Useche | TrustRadius Reviewer
September 20, 2019

Good service for tickets

Score 10 out of 10
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Zoho Desk is a great tool to handle all your organization's public and internal communications. If you have more than a few employees this tool will help you organize the work by adding tasks, private messages, ticket organization, etc.

You can adapt or increase your work based on tickets assigned and task to do.

Also it works great as a contact information database; you can contact or search any information from any supplier/customer/employee inside your organization.
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Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

Desk is great where there is lots of back and forth between clients and your entire team. It allows anyone to jump in and fulfill a request, and to keep a record of it that anyone else can access going forward. It virtually eliminates email siloing by team members as well as keep analytics of responses and response times for KPIs and reviews.
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Julien Bras | TrustRadius Reviewer
Score 1 out of 10
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I think that Zoho Desk is a good product for small to medium-sized company. But when you want to support your customer at a high level like we want to do, it is really difficult to rely on Zoho Desk. The exchanges we have are not very constructive and we are not having the level of support we expect from a Support Service company.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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If you don't have any platform to help resolve your customers' questions, then Zoho is the best option to start using as a small CRM. It works well as a tool where you can receive customer's queries through various platforms, like email and a support page. However, we did not find it suitable to create a big knowledge-base or FAQ's, because it doesn't have a lot of features for those purposes.
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Khashi Rahmani | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

Great for startup companies from my experience. Cannot speak for large companies (50 support reps or up) however, it does a fantastic job of proving an easy-to-use interface. Great for software companies and also likely a good fit for brick-and-mortar retail store customer support for email and phone.
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Alexis Correa | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

[It's well suited to] Give support to your customers. It is excellent. The clients learn to make requests, they are organized to be taken care of and they are always satisfied and very surprised. They do not expect you to have such a powerful tool. I have been recommended many times for the quality and organization of the answers given.
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Zoho Desk Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (1)
10
Expert directory (1)
10
Subscription-based notifications (1)
10
ITSM collaboration and documentation (1)
10
Ticket creation and submission (1)
10
Ticket response (1)
10
External knowledge base (1)
10
Internal knowledge base (1)
10
Customer portal (1)
10
Email support (1)
10
Help Desk CRM integration (1)
10

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

Pricing

  • 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
Free$0
Professional$12per user
Enterprise$25per user

Zoho Desk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Zoho Desk Technical Details

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