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.

Thorsten K.

Verified reviewer

Airlines/ Aviation

51-200 employees

Used daily for less than 12 months

Review source

Reviewed January 2025

Get help and track tickets.

I like it's ability to keep tickets open until they're worked upon.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zoho Desk is simple to use and inexpensive when compared to similar and easy to track their tickets.

Cons:

It helps us to connecting our clients in very short time

Reasons for switching to Zoho Desk

Zoho Desk is quiet simple and modified Communication tools.

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.

Francois B.

Verified reviewer

Hospitality

51-200 employees

Used daily for less than 2 years

Review source

Reviewed August 2025

Merges support channels with AI accuracy

The AI-powered responses, streamlined ticket pipeline and intelligent dashboards enabled me to have full control of support functions. I was confident that I can solve the queries in less time and with added context.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox. The ability to have Zia suggest that I should use smart tags and point to sentiment shifted my priority of your reply and my quality of response. Their customer service is better. And in my opinion its value for money.

Cons:

There were some instances of bafflement and that Blueprint drag and drop would need some tweaking and tweaking before it obeyed the requirements of a complex automation workflow.

Garcia L.

Verified reviewer

Printing

51-200 employees

Used daily for more than 2 years

Review source

Reviewed August 2025

Simplified support with effortless setup of workflows.

Zoho Desk enhanced our workflow and ticketing operations. We are now able to handle IT requests more quickly, keeping our equipment users happy and up to date.

Ratings Breakdown

Ease of use

Functionality

Pros:

Zoho Desk simplifies support ticket handling and workflows with easy setup so that my team can monitor issues and respond to chat discussions with users effectively without the trouble of setup.

Cons:

Most features are easy to use, but managing data and tracking would be simpler, and customer support response lag is rare.

Mona E.

Verified reviewer

Pharmaceuticals

51-200 employees

Used daily for less than 2 years

Review source

Reviewed August 2025

Zoho Desk Has Effective Capabilities that Makes It an Amazing Help Desk Tool

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zoho Desk is an easy to set up help desk solution that has been working effectively. I like how reliable Zoho Desk's customer support team has been.

Cons:

Zoho Desk is an effective and reliable tool. I have zero reasons to dislike the features of Zoho Desk.

Claudia P.

Verified reviewer

Law Practice

11-50 employees

Used daily for more than 2 years

Review source

Reviewed June 2025

My experience with Zoho Desk.

Zoho Desk has enabled us to automate various processes from customer community management, Mobil customer care and contact centre integration.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The product has is easy tonuse and has very robust features. Simplicity and functionality of the software. Availability of exceptional customer care services.

Cons:

Honestly, I have not experienced issues during implementation of Zoho desk. It is an easy to use software and has unlimited implementation and customization.

Ujjwal S.

Verified reviewer

Education Management

11-50 employees

Used daily for less than 6 months

Review source

Reviewed August 2025

makes customer support organized and efficient.

Zoho Desk has been a reliable tool for handling customer support efficiently. it helped me to improve my management style faster and smooth.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Been using Zoho Desk for managing customer queries and it has made the whole process much more organized. the app is value for money , easy to use and clean interface.

Cons:

Adavanced feature in chats take some time to set up , mobile app is functional but sometimes feels slower than desktop.