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Zoho Desk Review

Zoho Desk
Our score: 9.0 User satisfaction: 100%

What is Zoho Desk?

Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. Customers can also benefit from Zoho Desk as the software allows them to find timely and relevant support without having to go too far.

With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so that they can deliver quick and responsive support to their clients. This help desk platform gathers together employees from other departments and empower them to give their customers a very unified customer service experience.

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Overview of Zoho Desk Benefits

Zoho Desk provides businesses with a plethora of support options and channels that enable them to deliver high quality and timely customer service to their clients. This allows them to build stronger relationships with their customers, resulting in better business and bigger revenues.

With the Zoho Desk integrated help center approach, businesses can offer multiple support channels that suit their way of work as well as meet the preferences of their clients. Companies can choose to address customer issues and queries via a fully functional ticketing system or deliver support in real time via its call center functionality.

Zoho Desk also has that social support integration that allows clients to submit support requests, ask questions, and even call for help via popular social media channels Facebook and Twitter. Support agents don’t have to exit the system to address calls and posts – they can easily respond from the same interface.

For customers, searching for answers and reaching out to other clients and experts doesn’t need to be difficult. With Zoho Desk, companies can create knowledge bases that contain all the answers to commonly asked questions and issues related to their products and services. Forums encourage consumers to converge and help one another by providing solutions and ideas based on first-hand experiences.

The quality of customer support should be high in any case and Zoho Desk helps managers ensure that all support they offer via all available channels won’t go on a dive. Reporting tools and analytics help managers identify issues and concerns that pertain to agent’s performance and productivity. The insights they get allow them to help boost productivity and performance, resulting to higher satisfaction rating from their consumers and ultimately, to better business.

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Overview of Zoho Desk Features

  • Ticketing System
  • Call Center Software
  • Social Support Software
  • Agent Productivity
  • Knowledge Base and Forums
  • Company-wide Collaboration
  • Reporting and Insights
  • Help Desk Essentials

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

Zoho Desk Position In Our Categories

Since companies have unique business wants, it is only practical that they abstain from seeking an all-encompassing, ideal software product. At any rate, it would be hard to find such a software system even among sought-after software systems. The correct step to undertake can be to make a list of the various vital aspects that need deliberation such as critical features, price plans, technical skill competence of staff members, business size, etc. Then, you must conduct the product research through and through. Have a look at some Zoho Desk evaluations and scrutinize each of the software programs in your shortlist in detail. Such well-rounded research guarantee you steer clear of unsuitable apps and choose the one that includes all the function your business requires in sustaining growth.

Position of Zoho Desk in our main categories:

TOP 10

Zoho Desk is one of the top 10 Customer Support Software products

TOP 10

Zoho Desk is one of the 10 Help Desk Software products

TOP 10

Zoho Desk is one of the top 10 Knowledge Management Software products

Every company is different, and may need a particular type of Customer Support Software solution that will be adjusted to their company size, type of clients and staff and even specific niche they cater to. It's not wise to count on finding an ideal software that is going to be suitable for each business regardless of their background is. It may be a good idea to read a few Zoho Desk Customer Support Software reviews first and even then you should keep in mind what the solution is intended to do for your company and your employees. Do you need a simple and intuitive solution with only essential functions? Will you actually make use of the complex tools required by pros and large enterprises? Are there any specific tools that are especially beneficial for the industry you operate in? If you ask yourself these questions it will be much easier to get a trustworthy software that will fit your budget.

How Much Does Zoho Desk Cost?

Zoho Desk Pricing Plans:

Free Trial

Free

Free

Stndard

$18/agent/month

Professional

$30/agent/month

Enterprise

$45/agent/month

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What are Zoho Desk pricing details?

Zoho Desk Pricing Plans:

Free Trial

Free

Free

Stndard

$18/agent/month

Professional

$30/agent/month

Enterprise

$45/agent/month

Zoho Desk offers three priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

  • 3 Agents
  • Email Inbox & Web-form
  • Work Modes
  • Customizable Help Center
  • Knowledge Base
  • Community Forums
  • Re-Branding
  • Domain Mapping
  • Priority SLAs
  • Basic Reports
  • Agent Dashboards
  • Manager Dashboards
  • Ticket Overview Dashboard
  • The Team Feed
  • Remote Support (for one user)

Standard – $18/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

  • Social & Community Channels
  • Product Based Ticket Management
  • Help Center Themes Gallery
  • Public Knowledge Base
  • SLAs & Escalations
  • Workflow, Assignment & Supervise Rules
  • Customer Happiness Ratings
  • Reports & Dashboards
  • Work Modes for Tickets
  • Marketplace Extensions & Integrations
  • ASAP – Embeddable Self Service
  • 24×5 Phone Support
  • Add-On ( ₹300/Light Agent)

Professional – $30/agent/month (billed monthly) or $20/agent/month (billed annually) plus tax, as applicable

All Standard features plus:

  • Multi-department Ticketing
  • Team Management
  • Telephony
  • Automatic Time Tracking
  • Blueprint – Basic Process Management
  • Round Robin Ticket Assignment
  • Agent Collision
  • Tasks, Events & Call Activities
  • Ticket Templates
  • Private Marketplace Extensions
  • SLA Dashboards
  • Ticket Sharing
  • Mobile SDK
  • 24×5 Chat Support
  • Add-On ( ₹300/Light Agent)

Enterprise – $45/agent/month (billed monthly) or $35/agent/month (billed annually) plus tax, as applicable All Professional features plus:

  • Live Chat
  • Zia – Artificial Intelligence (Beta)
  • Help Center Customization
  • Multi-brand Help Center
  • Advanced Process Management
  • Custom Functions
  • Multi-level IVR
  • Global Reports & Dashboards
  • Scheduled Reports
  • Contract Management
  • Validation Rules
  • Field Watching
  • Multiple Business Hours & Holidays
  • Role-based Data Sharing
  • 50 Light Agents
  • Add-On ( ₹300/Light Agent)

User Satisfaction

Positive Social Media Mentions 15
Negative Social Media Mentions 0

We realize that when you make a decision to get a Customer Support Software it’s crucial not only to see how experts score it in their reviews, but also to find out if the real people and businesses that purchased this software are indeed satisfied with the service. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and Zoho Desk reviews across a vast array of social media sites. The information is then presented in a simple to digest form revealing how many clients had positive and negative experience with Zoho Desk. With that information available you will be equipped to make an informed buying choice that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Free
  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

What integrations are available for Zoho Desk?

Zoho Desk integrates with the following business systems and applications:

  • Zoho CRM
  • Zoho Reports
  • Zoho Projects
  • Zoho Creator
  • Salesforce
  • Microsoft 
  • Customer Thermometer
  • Twilio
  • G Suite
  • RingCentral
  • Facebook

Zoho Desk User Reviews

Zoho Desk average rating:

Average score
5/5 (16 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

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The most favorable review

Gary

PROS: Thanks to this tool, I'm able to manage and offer assistance to my customers. In addition, I'm able to keep track on all metrics. It's awesome working with its user interface. It's cool to be given the chance to make the right decisions on my own.

CONS: So far, I haven't had any serious issues with this tool. It'll be a whole lot simpler to have an approach that would make it easier to learn the software. Not everything done was smooth and problem-free. There are plenty of tools that anyone can use. Right now, problems have been kept minimal.

Reviewed 3 years ago

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The least favorable review

Theodore

PROS: Our CRM integration with Zoho CRM has been great. This resulted to a sharp increase in productivity. Clearly, our staff is doing a lot better since this happened. No other software like it can provide such seamless integration.

CONS: There are way too many links found on the left dashboard. It's understandable that these cater to a wide range of tickets. I really needed this when working with different kinds of people. Some can easily conform with this software while others struggle to make it work.

Reviewed 7 years ago

Read full review >

More reviews from 16 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

This is by far Zoho’s best helpdesk suite in the market.

Read full review >
Julia
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.09.2021 Company Size: More than 100 Employees Industry: Design

PROS: A great helpdesk software with a ton of tools that can aid in organizing workflow. It also offers control on all tools. It's essentially a one-stop solution in setting up a communications channel between the customer and the company. You can pair this with Zoho CRM and other apps for more benefits.

CONS: Having the right demo session or training is needed before utilizing this product. It took a bit of time for me to learn how to use this properly. The user guide wasn't even a big help. I think they'll need to improve in that area further.

What do you think about this review?

Great Poor

Zoho is worth the purchase!

Read full review >
Tracy
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.08.2021 Company Size: More than 100 Employees Industry: Telecommunications

PROS: I like how I can easily work with other employees! I can send out spreadsheets via Zoho. It's doing well for me (so far). Zoho Desk is capable of mixing sales leads with other tasks seamlessly. I highly recommend this if you want to further enhance efficiency within your workplace and foster closer collaboration.

CONS: A really awesome product. There's nothing to hate with it. I was hoping there's something to hate. But I can't find anything to put this product down.

What do you think about this review?

Great Poor
Show More User Reviews (16)

This query management software is really good.

Read full review >
Bennie
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2021 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. Multi-channel support is fantastic. Interface is fantastic. Having the ability to integrate knowledge within the ticket design is fantastic.

CONS: Some of the modules are configurable to a certain degree. On the other hand, there are other modules that can't be configured. This can be frustrating and may end up confusing people. The hardest thing about this is studying its use and how to utilize the sofware initially.

What do you think about this review?

Great Poor

A tool for use in customer support.

Read full review >
Ella
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.08.2021 Company Size: 1-10 Employees Industry: Civic & Social Organization

PROS: Zoho Desk appears to be one of the simplest tools fo making and tracking tickets to help resolve problems brought up by customers. This can easily assist in managing the mailbox to respond to customers. Some of the best things in this system include customer database management, chat system, and reporting.

CONS: It would be nice to improve their user interface and have some kind of mobile integration. Lots of data input have produced so much distraction to users. Having a simplified process flow can be of big help to ensure improved use of the app.

What do you think about this review?

Great Poor

A great customer support platform.

Read full review >
Rufus
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.08.2021 Company Size: 1-10 Employees Industry: Information Technology and Services

PROS: It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other top platform. Simplicity is what I can describe most with this product. It's easy to get this platform configured. They did a good job with the UI.

CONS: As a long time user of this platform, I've yet to come across any real problems. Tickets can't easily be duplicated. Dynamic fields have yet been made so you can't conceal or divide fields depending on the needs of the ticket/agent.

What do you think about this review?

Great Poor

A help desk system that’s surprising great to use.

Read full review >
Jody
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.06.2021 Company Size: More than 100 Employees Industry: Not available

PROS: Once the system is readily configured, using it is nothing but easy. It gives full control of tracking tickets with ease. Credit that to its simple user interface. You're able to control customers and know whatever it is they require. The customer UI was surprisingly easy.

CONS: Configuring this system for the first time may appear to be a bit complex. But thanks to their dedicated support team, you're able to configure things without a hitch. Help is available through their chat (via the UI) or via phone. Once things are configured, everything will work out fine.

What do you think about this review?

Great Poor

A close-to-perfect service .

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Francis
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.05.2021 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: A powerful tool. It's fantastic for customers, management, and agents. Zoho Desk has made it possible for us to get together with the entire team in all departments to resolve common issues of a particular project. Integration with our CRM and other products is above average.

CONS: A lot of functions are concealed. You'll need to try exteremely hard to sniff them out. So, expect it to be hard for the first time users to get to know all the features offered. This will require improving their menus and grouping.

What do you think about this review?

Great Poor

Revolutionizing small business customer suporrt in so many ways.

Read full review >
Sam
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.05.2021 Company Size: 1-10 Employees Industry: Computer Hardware

PROS: For the past few years, we've been using SalesForce as our primary project system and case. There were plenty of things we favored and wanted to change. For instance, we're able to provide personal service agreements to clients. At the same time, a customer support system is available for assistance. When it comes to Zoho Support, there are a number of options available for ticket/case submission.

CONS: Certain settings within the language setup requires some tweaks. The same goes for e-mails. This is just a different kind of English translation. These shouldn't be an issue as it's a matter of fixing them through updates.

What do you think about this review?

Great Poor

This gave me the opportunity to do things faster than ever.

Read full review >
Gary
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.04.2021 Company Size: More than 100 Employees Industry: Airlines/Aviation

PROS: Thanks to this tool, I'm able to manage and offer assistance to my customers. In addition, I'm able to keep track on all metrics. It's awesome working with its user interface. It's cool to be given the chance to make the right decisions on my own.

CONS: So far, I haven't had any serious issues with this tool. It'll be a whole lot simpler to have an approach that would make it easier to learn the software. Not everything done was smooth and problem-free. There are plenty of tools that anyone can use. Right now, problems have been kept minimal.

What do you think about this review?

Great Poor

Small businesses should use this software.

Read full review >
Elsa
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.02.2021 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: It's fantastic in minimizing barriers to entry. It gives a small market player a chance to compete with bigger businesses. So simple to utilize. It's very affordable.

CONS: It has its limitations. There could be a chance that I'd end up outgrowing it. Thing is, without it, it'd be difficult for me to get started on things.

What do you think about this review?

Great Poor

A helpdesk software that has everything at an affordable price.

Read full review >
Karla
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.04.2018 Company Size: More than 100 Employees Industry: Broadcast Media

PROS: Zohodesk is one great system that comes with plenty of tools that can manage workflow while keeping control of their current tools. Deploying it was surprisingly simple. It's easy to integrate it with their current services. It met a majority of our requirements.

CONS: I have a hard time coming up with a major downside. Well, the tickets can't be multiplied. Sorting of data via customization is nowhere to be found despite sniffing through different paramters. Other than that, there's nothing serious with this software.

What do you think about this review?

Great Poor

A do-it-all platform capable of addressing queries from other platforms.

Read full review >
Tim
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.02.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: It's a highly recommended tool in addressing support tickets. You get to see tickets that have been resolved, currently pending, average ticket resolution response time, and parameters available for your customer service. It can be fully integrated with other CRM tools. You get to see priority tickets on a per service-level agreement.

CONS: Even if you're able to keep track of the ticket resolution history, notifications for status changes of tickets isn't as sophisticated as expected. If you happen to have raised and edit a ticket through Zoho support, it can be a bad thing. Both drafts will automatically saved. What's worse, stakeholders will end up seeing both.

What do you think about this review?

Great Poor

The best thing ever!

Read full review >
Heather
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.02.2018 Company Size: More than 100 Employees Industry: Unavailable

PROS: The UI of Zoho Desk has significantly improved. It allowed our Desk Agents to gain enhanced experience. that means improved customer service. Support is always there when they're in need of help.

CONS: Nothing much to comment in this section. Zoho Desk has the right solutions that my organizations and my customers will ever need. If there's HTML and further options, that would be awesome. This would help in customization of the client portal.

What do you think about this review?

Great Poor

A fantastic management tool to have.

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Colleen
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.01.2018 Company Size: More than 100 Employees Industry: Mining & Metals

PROS: Zoho gave us the ability in automating a lot of processes. It lets us report varying areas related to work. Zoho Desk pushed us to analyze the work completed against our FTE. It eradicated bottlenecks found in our process.

CONS: The one thing that I don't like with Zoho is not being able to divide a ticket. This can only be done when a requester responds to you. We've got a ton of requesters sending in actionable items in a single request. It'd be convenient if this can be divided. Then assigning every single one to a specific category for precise reporting.

What do you think about this review?

Great Poor

Keeping the help desk manageable and simpler to do.

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Ted
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.01.2018 Company Size: More than 100 Employees Industry: Information Technolog...

PROS: It did a good job replacing the mode of interaction from social channels, chats, e-mails, and phone calls in one platform. The experience in raising support request by customers is a breeze. Customers also has the option to raise tickets via their native language. The platform has support for 9 languages. It's able to simplify tasks of the help them since they can enhance their ability to track every request and address them by means of priority arrangement.

CONS: In order to acquire the benefits of Zoho Support (customer behavior monitoring and customer-oriented tracking), it needs full integration with third party tools (ex. CRM). It doesn't really produce meaningful results with traditional tools. Its dashboard could use some added design.

What do you think about this review?

Great Poor

It’s doing great so far

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Theodore
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.12.2017 Company Size: 11-50 Employees Industry: Marketing and Advertising

PROS: Our CRM integration with Zoho CRM has been great. This resulted to a sharp increase in productivity. Clearly, our staff is doing a lot better since this happened. No other software like it can provide such seamless integration.

CONS: There are way too many links found on the left dashboard. It's understandable that these cater to a wide range of tickets. I really needed this when working with different kinds of people. Some can easily conform with this software while others struggle to make it work.

What do you think about this review?

Great Poor
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Zoho Desk user reviews

This is by far Zoho’s best helpdesk suite in the market.

Read full review >
Julia
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.09.2021 Company Size: More than 100 Employees Industry: Design

Zoho is worth the purchase!

Read full review >
Tracy
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.08.2021 Company Size: More than 100 Employees Industry: Telecommunications

This query management software is really good.

Read full review >
Bennie
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2021 Company Size: More than 100 Employees Industry: Information Technology and Services

A tool for use in customer support.

Read full review >
Ella
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.08.2021 Company Size: 1-10 Employees Industry: Civic & Social Organization

A great customer support platform.

Read full review >
Rufus
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.08.2021 Company Size: 1-10 Employees Industry: Information Technology and Services
Jenny Chang

By Jenny Chang

Jenny Chang is a senior writer specializing in SaaS and B2B software solutions. Her decision to focus on these two industries was spurred by their explosive growth in the last decade, much of it she attributes to the emergence of disruptive technologies and the quick adoption by businesses that were quick to recognize their values to their organizations. She has covered all the major developments in SaaS and B2B software solutions, from the introduction of massive ERPs to small business platforms to help startups on their way to success.

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