Zoho Desk, The Support System That Supports the Support Professional
October 01, 2020

Zoho Desk, The Support System That Supports the Support Professional

David Cook | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zoho Desk

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.
  • 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.
  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.

Do you think Zoho Desk delivers good value for the price?


Are you happy with Zoho Desk's feature set?


Did Zoho Desk live up to sales and marketing promises?


Did implementation of Zoho Desk go as expected?


Would you buy Zoho Desk again?


Although it is rather straightforward to navigate I did not find it intuitive when I am in a customer support call. The in-call notetaking feels a little disjointed and distracting when you are trying to take notes on an existing ticket once it has been submitted. I like how you can link calls received on your phone to Zoho Desk when you have the app installed on your smartphone. It seems that every feature I would want with this support tool is available however I find I have to learn where they are how to find them. This can be seen as a good thing in a product so feature-rich and would be even better if it was seamless to use.
Zoho support, in general, has been very good and this would have to be extended to the Desk product as well. This is partly to do with the people hired to provide the support and you could say it is a good demonstration of the support software itself as it is used to provide the help when you ask for it.
As an educator in technology, many of my customers are not tech-savvy and they need a simple form they can fill in to start a support session and to have simple questions answered. Zoho Desk provides a system where the support person can record the issue and provide the solution by responding directly with the customer via a ticketing system. Once the problem is solved a resolution can be written and saved as an article for future reference as an education tool or self-support resource for subscribed customers.