Zoho Desk

RATING:

4.5

(2157)

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 info...

Zoho Desk Pricing

Free - up to 3 users, forever! Express - $7/user/month billed annually Standard - $14/user/month billed annually Professional - $23/user/month billed annually Enterprise - $40/user/month billed annually A 15-day free trial is available.

Starting price: 

$14.00 per month

Free trial: 

Available

Free version: 

Available

Instant Messaging
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Zoho Desk Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Zoho Desk

1 - 5 of 2,071 Reviews

Derek

Non-Profit Organization Management, 2 - 10 employees

Used less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

Reviewed October 2021

A great tool for managing your brand and supporting customers

User Profile

Saskia

Verified reviewer

Restaurants, 10,000+ employees

Used weekly for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2023

Excellent solution that meets all of our requirements.

Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more and more requests. I've been using Zoho Desk for quite some time now, and it's been invaluable for streamlining my operations and those of my customer service staff.

PROS

As a ticketing and customer service platform, Zoho Desk comes highly recommended from me. Because of how simple and straightforward it is to use, my staff has had no trouble adapting it for handling client concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to other Zoho products. We also like how quickly and effectively the customer service team responds to our inquiries and resolves any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures.

CONS

Although the program provides a great return on investment, the upfront fees might be prohibitive, especially for startups. One other thing that may be improved with Zoho Desk is the reporting capabilities. I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate.

Reasons for switching to Zoho Desk

I've found that Zoho Desk is a great tool for managing both my customer service personnel and my clientele. An easy-to-navigate interface that has helped me get more done in less time. There will soon be a need to upgrade our support and ticketing infrastructure. Aside than that, I think it's a fantastic platform for the company and would suggest it to other companies as well.

User Profile

Stephanie

Verified reviewer

Information Technology and Services, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 2023

Zoho maintains automated tickets that are easy to attend to

Using Zoho Desk, I can see how quickly each issue is being responded to and make sure that our support staff isn't slacking off. From the perspective of the client, this appears more polished.

PROS

In order to improve support billing, we need to maintain tabs on tickets, have agents report how much time they spend on tickets, and monitor resource allocation on a per-client basis. We prefer using the social network aggregation tool to create support tickets. With the help of IA, we can now set up specialized divisions and generate tickets automatically.

CONS

Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify. No one here can confirm these parameters.

Reasons for switching to Zoho Desk

My needs have been met by Zoho, and the product has no trouble dealing with customer requirements. The ability to view all of a relationship's correspondence is a huge time saver.

Anonymous

501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed May 2023

Comprehensive Features

PROS

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

CONS

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

Andrew

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2024

Excellent and awe-inspiring Help Desk Solution.

I'm happy because Zoho Desk delivers great customer services.

PROS

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

CONS

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.