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Zoho Desk vs ICR Evolution: Which is a better fit?

Updated on February 6th, 2025
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Summary
Key features rated by users
Features selected based on 2,199 reviews from Customer Service users.
% Fit
Not enough reviews
Feature ratings
CRM
4.5
Support Ticket Management
4.6
Chatbot
4.4
Inbox Management
--
Email Management
4.5
% Fit
Missing features
Not enough reviews
Feature ratings
CRM
--
Support Ticket Management
NA
Chatbot
--
Inbox Management
NA
Email Management
3.0
User satisfaction
4.5
User reviews2,192
Ease of use
4.4
Functionality
4.5
Value for money
4.5
Customer support
4.3
4.6
User reviews17
Ease of use
4.6
Functionality
4.4
Value for money
4.7
Customer support
4.6
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

We serve a variety of clients: from large outsourcers to small and medium companies, who use it for multiple purposes such as customer care, telesales and debt collections.

User reviews
pros & cons
1 / 4
View Reviews
Not enough reviews
View Reviews
Video reviews
video-14071af7-4f00-4db1-df39-08dc32701445
Rick K
Owner
5.0

Rick: Hi, my name's Rick. I am an owner of a construction company and I give Zoho Desk five out of five stars. Previous to Zoho Desk, we used a combination of HubSpot, CRM, and Google Sheets. It was just a matter of just trying to get it at all work and mixing and matching things, and it was a big mess and that's why we switched to Zoho Desk. We chose Zoho Desk because of past experience with Zoho, we've experimented previously with their CRM and some of their other services, and they just had great customer service, which turned us on to really want to use them, so that's how we got started and then it just worked really well for us, so we stuck with it. Integrating Zoho Desk, it was really just starting with Zoho Desk and trying to migrate everything over from Google Sheets and HubSpot and just a bunch of other places and things. It wasn't Zoho's fault, it took us a little while. It was a fair amount of work on my part and other people's parts, and it worked out really well. We're happy with it, but it was a good amount of work. I recommend getting Zoho Desk, trying it out. It's not perfect for everyone, but we really liked it. I had great customer service with them. They helped me a fair amount getting things set up and working, so I definitely recommend them.

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User interface
169505 video thumbnail}
1 Video
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169505
5 screenshots
196596
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Alerts/Escalation
207
Important
API
388
Important

Zoho Desk

Top Features
28/37
  • Conversation Intelligence
  • Customer Portal
  • Data Security
  • Key Performance Indicators
  • Language Detection
  • Multiple Data Sources
  • Task Automation
  • Video Chat
  • Voice Recognition
  • Alerts/Escalation
  • API
  • Automated Routing
  • Autoresponders
  • Call Center Management
  • Chatbot
  • Collaboration Tools
  • CRM
  • Customizable Fields
  • Dashboard
  • Email Management
  • Gamification
  • Inbox Management
  • Interaction Tracking
  • IVR
  • Knowledge Base Management
  • Live Chat
  • Mobile Access
  • Multi-Channel Communication
  • Predictive Analytics
  • Queue Management
  • Real-Time Monitoring
  • Reporting & Statistics
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Surveys & Feedback
  • Third-Party Integrations
  • Virtual Assistant
See All features
Hide Customer Service Software Features -

ICR Evolution

18/37
Show Customer Service Software Features +
Zoho Desk
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
ICR Evolution
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Zoho Desk
  • By Zoho
  • Located in United States
  • Founded in 1996
ICR Evolution
  • By trueIT systems
  • Located in Spain
  • Founded in 1994
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