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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.

Product Details

Zoho Desk is the award-winning, context-aware help desk software. Along with its multichannel capabilities. Zoho Desk packs advanced multi-stakeholder process management, embeddable self-service, a powerful AI assistant and brings together all the tools and context your teams need to deliver great customer service. Zoho brings decades of experience in building, deploying, maintaining, and supporting on-premise and cloud software. Our free plan gives you 3 users free to head start your operations

Contact Details

Zoho Desk

https://www.zoho.com/desk

Founded in 1996

Located in India

Helpdesk Mobile App
Sentiment Analysis
Team Feed
ZIA - AI Assistant
Reports & Dashboard

Starting Price

Free Trial

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • Business Hours
  • Online

Zoho Desk Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Blended Call Center
Call Logging
Call Scripting
Call recording
Campaign Management
Escalation Management
Inbound Call Center
Interactive Voice Response
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communication
On-Demand Communications
Personalization
Print Management
Template Management
Video Content
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Data Collection
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Account Alerts
Account Management
Communication Management
Customer Engagement
Customer Lifecycle Management
Health Score
Onboarding
Revenue Management
Usage Tracking/Analytics
Win / Loss Analysis
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking
Collaboration
Feedback Collection
Idea Management
Milestone Tracking
Prioritization
Product Roadmapping
Release Management
Requirements Management
Resource Management
Workflow Management
Billing & Invoicing
CRM
Client Portal
Collaboration Tools
Document Management
Portfolio Management
Project Management
Proposal Generation
Quote Management
Resource Management
Time & Expense Tracking
Activity/News Feed
Calendar Management
Chat / Messaging
Discussion Threads
File Sharing
Push Notifications
Search
Surveys & Feedback
Task Management
Video Conferencing

Zoho Desk Reviews

Showing 5 of 1582 reviews
Overall
4.5/5
Ease of Use
4.4/5
Customer Service
4.3/5
Verified Reviewer
Unspecified
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: GetApp
July 22, 2018

“Awesome Software”

ProsMagnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far. With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement. This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.
ConsBeing quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues. There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!
Reviewer Source 
Source: GetApp
July 22, 2018
Avatar Image
Peter F.
Co-Owner
Information Technology and Services, 1-10 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 23, 2019

“Great on its own, OUTSTANDING when synced with Zoho CRM”

ProsThe 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.
ConsSometimes some of the default email templates can be a little bit funky, but that was an easy fix.
Reviewer Source 
Source: Capterra
July 23, 2019
Neha T.
Tax Consultant
Management Consulting, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
3/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: GetApp
June 19, 2018

“Excellent CRM software with clean interface”

ProsWhat I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.
ConsThis doesn't come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.
Reviewer Source 
Source: GetApp
June 19, 2018
Joel B.
IT Specialist
Real Estate, 51-200 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
5/5
Features
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
November 14, 2018

“Basic but functional”

OverallAside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.
ProsImportant functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.
ConsZoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.
Reviewer Source 
Source: Capterra
November 14, 2018
Leonard J.
Technical Support
Accounting, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
3/5
Value for Money
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: GetApp
July 3, 2018

“Easy to use, but not enough features”

ProsZoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.
ConsThere are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.
Reviewer Source 
Source: GetApp
July 3, 2018