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About Zoho Desk
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.
Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.
Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers.
The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.
Zoho Desk pricing
Zoho Desk does not have a free version but does offer a free trial. Zoho Desk paid version starts at USD 14.00/month.
Starting Price:
USD 14.00/month
See pricing details
Free Version:
No
Free trial:
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Zoho Desk Reviews
Feature rating
5 reviews of 2,181
View all reviews
Christian
- Industry: Health, Wellness & Fitness
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 06/09/2023
A fantastic tool for answering customer queries
Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.
Pros
Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.
Cons
Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.
Aniruddha
- Industry: Mechanical or Industrial Engineering
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 09/10/2024
Helpdesk Resolution with Utmost Productivity
In conclusion, the software has really helped us move from a manual approach towards single click ticketing system which has improved our internal processes efficiently with an agile mindset.
Pros
I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options.
Cons
The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization.
Nikita
- Industry: Machinery
- Company size: 11–50 Employees
- Used Weekly for 1+ year
-
Review Source
3
Reviewed on 20/06/2024
Mediocre Communication Management System
Pros
It has all the basic features that are requested.
Cons
It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.
Verified Reviewer
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 09/10/2024
Zoho Desk: Feature-Rich and Affordable, But Can Be Overwhelming
Pros
Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.
Cons
Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.
Stefano
- Industry: Business Supplies & Equipment
- Company size: 2–10 Employees
- Used Weekly for 6-12 months
-
Review Source
4
Reviewed on 10/11/2024
A valid platform to group tickets from different sources
My experience with Zoho Desk has shown that it’s a very flexible and reliable platform which can group tickets from different sources into the same place. Like any tool it comes with some room for improvement, especially in the mobile version. Sometimes slowdowns may occur if you have a lot of data in your reports.
Pros
Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.
Cons
The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.
