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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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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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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 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 Usability highest, with a score of 9.4.

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

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Reviews and Ratings

(122)

Attribute Ratings

Reviews

(1-21 of 21)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.
Kevin Almond | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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 the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.
Humayun Farooqi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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 for any general query of any feature. It is being used by the customer success and development teams currently and through Zoho Desk, we have been able to track all requests/issues by the existing customers as well getting them resolved or answered in the shortest possible time.
Rose Carmela | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zoho Desk has put customer service at the heart of our company. It is a tool in the help desk category that has helped us focus on the customer and deliver high-quality customer service to every single customer. Using this tool has led to improved business services and decisions while customers enjoy timely support.
Sofia Martinez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zoho Desk is one of the best platforms available for creating customizable support experiences for customers in the marketplace. It has all the best features of prioritizing requests, managing the requests, and closing more increasing requests on a different platform linked to the business. I have been a user of Zoho Desk for a long time and am still using the platform for better managing customer support and improving the overall efficiency of the customer team effectively.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zoho Desk is the program that clients use in our organization, to air their requests, and demands, and the support team offers them the answers that they require. Again, Zoho Desk creates a timely communication channel, where without delays, messages are spread effectively to the right people. Lastly, Zoho Desk is an organized helps solution, which has ticket management features for the customers.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Currently, we utilize Zoho Desk for our IT department. Zoho [Desk] is used to keep track of issues either reported internally, or from our external customers through a support email address we assign within Zoho. There are many features including time tracking, workflows (automated), and customizations. There are also macro's that can be built for auto assignment based on many available fields within the generated ticket.
David Yates | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
We trialed Zoho Desk, hoping that it would be a workflow improvement over Zoho/ManageEngine ServiceDesk Plus, but that was not the case. While I'm generally a fan of Zoho products (very extensive for any marketing and support organization) the steps needed to accomplish basic tasks can be daunting, and there isn't as tight of integration between modules (such as Desk and CRM and Social and Office) that I would hope for.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is mostly being used by the customer support analysts in our company. It is a great customer relationship management tool that keeps us upto date with all the queries that are regularly raised by the customers. Problems and issues are tracked via tickets and also there is a live chat feature which makes work a lot easier.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Zoho Desk as a customer support tool for a SaaS product called Samson's Classroom. It is only used by about eight people in our company. It helps us organize our support inquiries from customers and assign them to the appropriate people. Organization is important for this product, as some support questions are merely functionality questions whereas some are billing questions and we have different employees that handle each.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zoho [Desk] is used for several reasons in my company:
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
Jack Mattheus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
• We currently use the Zoho Desk tool to provide customer support and help them develop stronger relationships with our services and products. And in this way improve the response rate towards problems or concerns that our clients may have within our platform.

• This customer service tool is currently implemented in two of our departments. In the Marketing and Human Resources sector.

• Communication has improved significantly. Facilitating our work to help and advise those who have problems or doubts about our services and products. We have also noticed an increase of at least 10% in new clients requesting our services, and it is all because we have improved the response time to their concerns.
David Cook | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zoho Desk is used as a customer relations and support tool. It is used to gather customer information and issues encountered as people use technology in their everyday lives.
Zoho Desk allows issues and solutions to be processed in a timely and organised manner while creating a self-support system for future customers and support staff.
María Fernanda Cruz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Zoho Desk to manage queries for our existing customers, only for a particular department in our organization, managing multiple languages. Clients submit tickets to ask for changes in setup, new reporting needs, questions or issues with a particular service, ask for training, troubleshooting, etc. It its wonderful to consolidate several channels and keep track of time involved in the resolution of each item.
Leonard Johnson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zoho Desk was used our ticketing system for many years. It helped us separate the client tickets from internal tickets. We were able to communicate back and forth with our clients. We used it as a way to track projects and manage workflow. It served as our primary service desk until we switched.
September 20, 2019

Good service for tickets

Miguel Useche | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It'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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Zoho 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.
Khashi Rahmani | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Alexis Correa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Zoho Support has been very important for the quality of the support that I present to my clients. I work with clients who regularly forget their passwords but that's no problem because they have a notification on their device and we both save time for example on the reset process.
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