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! ● Standard - $14/agent/month ● Professional - $23/agent/month ● Enterprise - $40/agent/month A 15-day free trial is available.

Starting price: 

$14.00 per month

Free trial: 

Available

Free version: 

Available

Close

Image 1 of 6

Zoho Desk response time dashboard

Headshot of Software Advice Advisor

Find the right Project Management Software for you.

What key features are most important to you in Project Management Software?

Zoho Desk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 1,677 reviews

Derek

Company size: 2-10 employees

Industry: Non-Profit Organization Management

Time 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.

October 2021

A great tool for managing your brand and supporting customers

User Profile

Tacho

Verified reviewer

Company size: 2-10 employees

Industry: Education Management

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
5

Value for money

out of 5
5

Functionality

out of 5

September 2021

Zoho desk allows me to track all incoming requests and to convert website visitors to real customers

A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.

Pros

The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.

Cons

I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.

Reasons for choosing Zoho Desk

I use Zoho CRM and choosing the Zoho desk was a natural decision. I always prefer to use all solutions.

Reasons for switching to Zoho Desk

Before choosing the Zoho desk we used a shared Excel sheet with manually inserted data and comments. That takes a lot of time for our customer support team.

User Profile

Juanito

Verified reviewer

Company size: 11-50 employees

Industry: Computer Software

Time used: 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.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

July 2021

Un gran aliado para servicio al cliente

Una grata experiencia hasta ahora, es muy accesible económicamente.

Pros

Me encanta lo sencillo que es para usarlo, ofrece una gran facilidad. Tiene una amplia integración con otros servicios.

Cons

Nos costó un poco la integración a nuestros sistemas, pero se solucionó con la ayuda del soporte de zoho.

Reasons for choosing Zoho Desk

Por las prestaciones que ofrecía, su tabla de precios escalable y relativamente accesible para pequeñas y medianas empresas. Y por el respaldo de buen servicio que ofrece Zoho, de la cual tengo otros servicios también.

Umang

Company size: 51-200 employees

Industry: Non-Profit Organization Management

Time used: 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.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

July 2020

One of the best investments for our organization

Great - and their customer service is great as well.

Pros

We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB) + KB easily integrates into tickets + Tickets can be handled by multiple departments and permissions can be restricted to those departments + Single Sign On (SSO) integration for customers + A robust API + ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB + A good mobile app (I personally use it on the iPhone) + Customizable reporting ~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now We look forward to additional releases

Cons

It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.

Reasons for choosing Zoho Desk

We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation.

Reasons for switching to Zoho Desk

It was a barebones system that came with GoToAssist - and we knew that going in. We decided to use it for a period of time before figuring out what our needs were and what was missing before making the switch - so we could make an informed decision.

Tyler

Company size: 2-10 employees

Industry: Information Technology and Services

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

November 2021

so far its pretty great.

SO far I am really impressed.

Pros

So far my team and I are really impressed with all the features. It has been quick for the test team learn how to use.

Cons

the pricing structure can be difficult.

Reasons for choosing Zoho Desk

it had more to offer our company overall. with crm tools, accounting tools, hr tools, and much much more.

Reasons for switching to Zoho Desk

More features. better support

Popular Zoho Desk Comparisons