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What Is Zoho Desk?

Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune.

Who Uses Zoho Desk?

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.

Where can Zoho Desk be deployed?

Cloud-based
On-premise

About the vendor

  • Zoho
  • Founded in 1996

Zoho Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 23 others

Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch and 14 others

Zoho Desk pricing

Starting Price:

US$14.00/month
  • Yes, has free trial
  • No free version

Zoho Desk does not have a free version but does offer a free trial. Zoho Desk paid version starts at US$14.00/month.

Pricing plans get a free trial

About the vendor

  • Zoho
  • Founded in 1996

Zoho Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Belgium, Brazil, Canada and 23 others

Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch and 14 others

Zoho Desk videos and images

Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk
View 6 more
Zoho Desk video
Zoho Desk Software - Instant Messaging
Zoho Desk Software - Guided Conversation
Zoho Desk Software - Personalization Features
Zoho Desk Software - Accessibility Controls
Zoho Desk Software - Sentiment analysis in Zoho Desk

Features of Zoho Desk

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • Autoresponders
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Cataloguing/Categorisation
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Content Management
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Discussions/Forums
  • Email Management
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Full Text Search
  • IVR Software
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Prioritisation
  • Proactive Chat
  • Queue Management
  • Quotes/Estimates
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • SEO Management
  • Sales Pipeline Management
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Workflow Configuration
  • Workflow Management

Zoho Desk Alternatives - Capterra New Zealand 2021

Zoho Workplace is a tightly integrated suite of applications that helps businesses create, communicate, and collaborate efficiently.
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
Billing automation platform designed to streamline all activities related to domain registration, website hosting, and more.
Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
Thousands of MSPs and IT Departments use Kaseya VSA IT management software to automate IT. Start your free trial!
Simple task and project management software. Redbooth makes it easy for you and your team to plan and track your work.
Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
Managed services software that provides multiple remote networks scanning, tickets management, and activities reporting.

Reviews of Zoho Desk

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sanjay
Sanjay
Business Development Manager in South Africa
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Zoho Desk- Efficient Support Tool

5.0 4 weeks ago New

Comments: It's great. Good tool and does the job.

Pros:

Easy Setup Good 3rd Party Intergration Provides the user experience we need

Cons:

There should be more telephony providers for more countries

Peter
Consultant in Denmark
Renewables & Environment, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Offers multiple options to help customers get their issues resolved quickly

5.0 2 months ago New

Comments: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Nikita
Nikita
Marketing Manager CRM in Germany
Verified LinkedIn User
Machinery, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Mediocre Communication Management System

3.0 3 weeks ago New

Pros:

It has all the basic features that are requested.

Cons:

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Liam
CMO in UK
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Keep your customers happy

5.0 2 months ago

Comments: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Verified Reviewer
Verified LinkedIn User
Computer & Network Security, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

a very useful tool for organizations and MSP teams

5.0 10 months ago

Comments: In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures.

Pros:

I like the customization of the system, creation of workflows, and automation

Cons:

I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one.

Alternatives Considered: ManageEngine ServiceDesk Plus and SolarWinds Service Desk

Reasons for Switching to Zoho Desk: ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.)