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 cust...


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Supported Operating System(s):

Web browser (OS agnostic)

1,603 Reviews of Zoho Desk

Average User Ratings

Overall

4.50 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(936)

936

4 stars

(557)

557

3 stars

(94)

94

2 stars

(11)

11

1 stars

(5)

5

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 1603 results

July 2019

Peter from Camber Dynamics

Verified Reviewer

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2019

Great on its own, OUTSTANDING when synced with Zoho CRM

Pros

The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing. It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk. Powerful automation features. Love the customer portal + knowledge base, we use it every day. Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Cons

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Reasons for Choosing Zoho Desk

The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but Zoho Desk came as part of the Zoho One suite. I couldn't be happier with it.

October 2019

Alexis from Get More Reviews

Verified Reviewer

Company Size: 11-50 employees

Industry: Marketing and Advertising

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

3.0

Functionality

3.0

October 2019

Basic customer support software - good for getting started

Pros

We used Zoho Desk when starting out when we needed a way to manage customer support outside of email. Zoho Desk is a basic customer support software - great that there is a free version for starting out.

Cons

We simply outgrew it and needed more features and automation.

Reasons for Choosing Zoho Desk

Initially, we chose Zoho Desk because it was very inexpensive and easy to get started.

April 2020

Kassy from Filter Publications

Verified Reviewer

Company Size: 11-50 employees

Industry: Sports

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Functionality

5.0

April 2020

Inexpensive Customer Service Software

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy. Zoho has an excellent suite of products and this one is no exception! Easy to use (the basics at least). And, it's very inexpensive.

Pros

We chose Zoho because of the cost and the fact that we were already familiar with their software setup as we use their Survey software as well.

Cons

Setting up some of the automations is a bit daunting, but we really just haven't taken the time to set it all up. Otherwise, our team really loves it!

Reasons for Choosing Zoho Desk

Price

August 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

2.0

Value for money

1.0

Customer support

4.0

Functionality

1.0

August 2018

Everything is in BETA, after you are sold into a purchase...

I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

Pros

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out. HTTPS had to be requested and is not a part of the package unless you call up and request it.

Cons

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite. After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly. The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise. So far, everything does not work as advertised. The support reps keep telling me that their integrations are in BETA. BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens. I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA. I am further contacting my bank and the Attorney General for California. I don’t pay for BETA software. Is there another company that actually fulfills their sales pitches?

March 2020

Gerard from Cortell Technologies Ltd

Verified Reviewer

Company Size: 2-10 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Functionality

5.0

March 2020

Zoho Desk for Small Business

Have used a trial under a different company test name. A really excellent product. Still learning.

Pros

We have been using CRM for 7 years and needed more of a ticketing system instead. While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good.

Cons

Probably too many options available. A lot of time spent so far just understanding the whole platform

Reasons for Choosing Zoho Desk

Had a lot of exposure to the CRM. Comfortable with the product