Who Uses This Software?

Zoho provides industry and job-specific apps for Sales & Marketing, HR, Help desk and Finance. Zoho Desk for Business is intended for any company size and industry.


Average Ratings

24 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $12.00/month
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Zoho
  • www.zoho1.com/
  • Founded 1996
  • United States

About This Software

Zoho Desk is a web-based customer service application that helps your company build stronger relationships with customers. With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.


Features Checklist

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Product Reviews

It is truly context aware. Reports & Dashboards are really cool. Loving it so far.

Mar 10, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: * COUNTDOWN MODE.
* The Reports & dashboards
* Auto suggestions
* Agent Collision
* Light Agent
* ROUND ROBIN
* keyboard Shortcuts

Cons: There are a lot of unused white space in a few areas.

Overall: The user onboarding part is good. It is truly context aware with the COUNTDOWN MODES. The Reports & dashboards add value to the product. Specially, the auto suggestions that pops up when we reply to our customers is a very intelligent touch. I personally like the Agent Clash feature. It helps a lot, so that we are not clashing to view and work on tickets. Though not using all the features, we are exploring it day by day. Loving it so far, I'd certainly recommend for users who need a good customer support tool.

Ssssssh!!! Didn't I said anything about the "Light Agent" feature. It is free and you can add unlimited agents. This is for agents who just want to read tickets and update their comments there. Try it out folks, and you will love it too.

I'm exploring the ROUND ROBIN feature now. It would have been nicer if Zoho Desk would have added SHIFT/REGIONAL based ticket assignment between agents. Hope the team will consider this in the future phases. Special mentions to the keyboard shortcuts. They are cool.

I'm looking forward for a much more compact view in the places where the product has some white unused space. Also, some cool colours as themes would be a great addition.

Recommendations to other buyers: I'm looking forward for a much more compact view in the places where the product has some white unused space. Also, some cool colours as themes would be a great addition.

New User and Love It

Jan 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've only been using Zoho Desk for my business customer service for maybe less than 3 months and I'm so happy I stumbled upon it. I was searching for an affordable "help desk" for my users to access and Zoho provides just that. I'm familiar with a lot of their software and enjoy their email but this was heaven to find.

Very easy to use. Affordable (and great features in the free option). Perfect for small business!

Great features

Dec 30, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: This product has great features and functionalities but could use some improvements in UX. Highly recommend for those looking to captivate a larger audience.

Made My Job MUCH Easier

Dec 18, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: I manage a tech support team for one of the largest computer manufacturers of our time. Zoho Desk has made my job so much easier. The ability to track tickets from start to finish is just what I Needed!

Great Help Desk Software!

Dec 14, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Excellent free version. Robust options for paid version.

Overall: We started using Zoho Desk as a help desk solution for our HR department about a year ago. Their paid version offers some great automation solutions, but we've actually been able to utilize the unpaid version perfectly for our HR department, which has both decreased costs for us and drastically improved the service that our HR department is providing for our employees. The software allows for excellent transparency and communication for those that submit tickets.

Emails are good

Dec 15, 2016
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Nice and easy to use, although, it would be really handy to have a function that makes it easy to select and group emails to move or delete

great for what it is

Dec 09, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: - pick it up and use it, it's literally the same as every other support desk software
- their support department responds quickly
- the new interface has great metric reporting
- connects to almost all other Zoho products

Cons: - the new interface is bad
- can't merge more than 3 tickets at a time
- can't assign multiple organizations to a single person

Overall: The old interface was great - old, but great.
There are a ton of bugs and UI/UX oversights in the new client.
However, the new client is much better in terms of metrics and ticket reporting.

Recommendations to other buyers: the best bang for the buck

Great tool

Dec 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: You have a clear picture of tickets resolved, tickets pending, average response time in resolving the ticket and number of other parameters of you customer support service.

Cons: Although you can track the history of ticket resolution, the notification process of status change of tickets is not good.

Overall: We have technology products and B2B customers. For any issues or bugs and for any support required, customers contact us via Zoho support. We have provided this tool to our customers. This has been a great tool as it has helped us in measuring and optimizing our support service and then, deliver that in a better way.

Zoho is awesome!

Jun 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've been using this for my customer service team for years now and Zoho has never disappointed me!