Zoho Desk Reviews

50 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Do you work for this company? Manage this listing

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-7 of 7)

Anonymous | TrustRadius Reviewer
January 16, 2020

Zoho Desk is a great customer service portal for small to medium teams looking for a simple, affordable, and effective solution

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read this authenticated review
Miguel Useche | TrustRadius Reviewer
September 20, 2019

Good service for tickets

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Miguel Useche's full review
Anonymous | TrustRadius Reviewer
April 04, 2019

A simple way to start answering queries on a ticketing platform

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read this authenticated review
Khashi Rahmani | TrustRadius Reviewer
December 17, 2018

Zoho Desk is a great fit for the startup-to-small business for support!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read Khashi Rahmani's full review
Alexis Correa | TrustRadius Reviewer
November 21, 2017

Save time and improve the quality of support

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Alexis Correa's full review

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