Zoho Desk 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Zoho Desk

4.5

(2208)

FrontRunner 2026

Pricing

Starting at $9.00 per month

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 Screenshots

Zoho Desk Pricing and Plans

Starting price: $9.00 per month

Free Trial

Free Version

Express

$9.00

per user, per month

Plan includes:

Email
Social media
Web forms
Direct assignment
Workflows
Custom domain
Multi-level escalations
Ticket timeline & history
Contact management

Standard

$20.00

per user, per month

Plan includes:

5 Email Channels
1 Feedback Widget
Instant Messaging
20 Tags/Ticket
5 Macros
5 Workflow Rules per Module
50 Custom Reports

Professional

$35.00

per user, per month

Plan includes:

10 Email Channels
1 Feedback Widget per Department
30 Tags/Ticket
15 Macros per Department
15 Worfklow Rules per Module
Unlimited Custom Reports
Instant Messaging

Enterprise

$50.00

per user, per month

Plan includes:

100 Email Channels
1 Feedback Widget per Department
Instant Messaging
50 Tags/Ticket
30 Macros per Department
30 Workflow Rules per Department/Module with Custom Functions
Unlimited Custom Reports

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Zoho Desk Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Zoho Desk
Account Management
Activity Tracking
AI Copilot
Alerts/Notifications
Analytics
API
Assignment Management
Audit Trail
Automatic Call Distribution
Autoresponders
Batch Communications
Billing & Invoicing
Callback Scheduling
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Canned Responses
Case Management
Catalog Management
Chatbot
Chat/Messaging
Churn Management
Client Portal
Communication Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Management
CRM
Customer Communication
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Portal
Customer Segmentation
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions/Forums
Document Management
Document Storage
Drag & Drop
Email Alerts
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
For Insurance Industry
Forms Management
Full Text Search
Gamification
Help Desk Management
Inbound Call Center
Inbox Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
IVR
Knowledge Base Management
Knowledge Management
Lead Management
Live Chat
Manual Dialer
@mentions
Mobile Access
Mobile App
Monitoring
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Offline Form
Onboarding
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Pre-built Templates
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Quotes/Estimates
Real-Time Analytics
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Data
Real-Time Monitoring
Real-Time Reporting
Real-Time Updates
Recurring Issues
Reporting & Statistics
Response Management
Rich Text Editor
Role-Based Permissions
Routing
Rules-Based Workflow
Sales Pipeline Management
Search
Search/Filter
Sentiment Analysis
SEO Management
Single Sign On
SMS Messaging
Social Media Integration
Social Media Monitoring
SSL Security
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Templates
Text Analysis
Text Editing
Third-Party Integrations
Ticket Management
Transcripts/Chat History
Transfers/Routing
Usage Tracking/Analytics
User Management
Video Support
VoIP Connection
Website Integration
Widgets
Workflow Configuration

Zoho Desk Integrations

Zoho CRM

Integration rated 4.7 from 39 reviews

Slack

Integration rated 4.7 from 13 reviews

Google Workspace

Integration rated 5.0 from 11 reviews

Zoho Forms

Integration rated 4.6 from 10 reviews

Zoho Assist

Integration rated 4.7 from 10 reviews

SurveyMonkey

See all 71 integrations

Zoho Desk User Reviews

Overall Rating

4.5

Ratings Breakdown

59%

35%

Secondary Ratings

Ease of Use

4.4

Value for money

4.5

Customer support

4.3

Functionality

4.5

Shubham K.

Verified reviewer

Entertainment

2-10 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

Best one for managing customer services.

My experience have been great and the introduction of AI agents too it to next level. Now it is very easy to use them and get tasks done easily.

Ratings Breakdown

Ease of use

Value for money

Previously 5

Customer support

Previously 4

Functionality

Pros:

Customised workspace, easy integration, no lockin problem and compliance with all laws by default is a plus

Cons:

There is not much to mention about cons but yes their UI is still not upto the mark if I compare it with any other industry standard software.

Tom C.

Verified reviewer

Education Management

51-200 employees

Used daily for less than 2 years

Review source

Reviewed March 2025

Great facilities at a great price

Positive, allows a MAT (Multi Academy Trust) to centralise our IT Service Desk and support every school in the trust

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The layout and usability is excellent. Being able to separate locations by departments allows us to see all tickets on one screen if needs be

Cons:

Sometimes settings are hard to find without reading articles on the knowledge base or asking someone

Reasons for switching to Zoho Desk

Features and facilities and wanted to be cloud based rather than locally hosted

Greg R.

Verified reviewer

Education Management

11-50 employees

Used daily for less than 2 years

Review source

Reviewed October 2025

A good system - not super intuitive

Previously 4

I've used Zoho Desk a ton, probably over 1000 hours and it's a good system. It has a lot of bugs and odd idosyncrasies, but it is one of Zoho's more effective systems.

Ratings Breakdown

Ease of use

Previously 5

Value for money

Customer support

Previously 3

Functionality

Pros:

I like Desk and I'm able to do most of what I need to. It's an extremely extensive system and Zoho is constantly working to improve it.

Cons:

Desk has a couple of primary issues: 1. It doesn't auto-refresh tickets well. 2. The sounds for tickets are really bad and can't be changed 3. The back end settings are confusing and a lot of them lack user friendliness

Daniel R.

Verified reviewer

Automotive

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed October 2025

Decent Support tool that shines with the Zoho Suite

Several years using Zoho Desk to give support for 3 SaaS for the Automotive industry in Spain, Portugal and Italy.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Decent support manager, that shines with the rest of the Zoho Suite, as it allows a very streamlined workflow, specially with Zoho Projects, Bugtracker and Analytics.

Cons:

Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets. Also if you have several products and want to have different knowledge bases you just can use the Enterprise plan, which is expensive (no matter how many users you have).

Reasons for switching to Zoho Desk

Zoho integration with the rest of the suite.

Autumn H.

Verified reviewer

Hospital & Health Care

2-10 employees

Used daily for less than 12 months

Review source

Reviewed December 2024

10/10 RECOMMEND!!!

Zoho has been a game changer for our business! It is so easy to use, keeps great track of customers and is really everything we need!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I love the ease of use! You can use the app on your desktop or your web browser! The reports are easy to set up and read!

Cons:

I really have nothing bad to say about Zoho! It is so easy to use!!

Reasons for switching to Zoho Desk

We switched to a more user friendly software!

Verified

Reviewer

Events Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed February 2025

A no frills platform with many gremlins

We implemented Zoho Desk due to cost, but wouldn’t recommend again. Whilst our agents are now familiar, we are still running into technical gremlins on a regular basis with no resolution.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Once our agents had familiarised themselves with the platform, they found it easy to complete their day to day tasks. Easily setup round robin assignment, which isn’t always included on some platforms.

Cons:

Migrating from our existing email system was a poor experience. The support team is really poor, often tending to not understand the product or refer you to a dedicated ‘Deluge’ team for basic functionality

Reasons for choosing Zoho Desk

Zoho Desk was a cheaper alternative than Zendesk.

Reasons for switching to Zoho Desk

We needed a more advanced solution to support our team scaling/

Samuel N.

Verified reviewer

Broadcast Media

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed December 2024

Fostering Seamless Customer Service and Support with Zoho Desk.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is simple to communicate and engage with customers across multiple communication channels with Zoho Desk. It enhances faster customer issues resolution. It provides 24/7/365 customer support.

Cons:

My experience with Zoho Desk is great hence I lack anything to dislike.

Reasons for switching to Zoho Desk

Zoho Desk is less complicated, affordable and fast to use compared to it's similar products.

Aniruddha T.

Verified reviewer

Mechanical or Industrial Engineering

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed October 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to Zoho Desk

To help minimize the clutter on our ticketing process and also provide the users with full visibility on tracking the status of their issues

Harsh L.

Verified reviewer

Computer Software

201-500 employees

Used daily for less than 6 months

Review source

Reviewed February 2025

Zoho Desk: A Smart and Efficient Help Desk Solution

Zoho Desk provides a robust and user-friendly platform for managing customer support efficiently. Its automation, AI-driven insights, and multi-channel support enhance productivity, though there is room for improvement in customization and reporting.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zoho Desk has the best interface with powerful automation, making customer support seamless and efficient. Its AI-driven insights and multi-channel support enhance productivity and customer satisfaction.

Cons:

Zoho Desk's customization options can be limited, and its reporting features may require improvement

Reasons for switching to Zoho Desk

It has some limited features which is why I chose Zoho Desk

David M.

Verified reviewer

Mechanical or Industrial Engineering

51-200 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

The management of support tickets.

It has simplified tracking hydraulic service requests, follow-ups, and client history significantly in comparison to having multiple email threads running throughout the day.

Ratings Breakdown

Ease of use

Functionality

Pros:

I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand that there are certain issues with certain equipment.

Cons:

I do not like the fact that the original configuration was somehow long; plotting fields and categories to our industrial world required a few tweakings.

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