Who Uses Zoho Desk?

Zoho Desk is most beneficial to customer-focused companies with passionate service teams and a large volume of frequent customer interactions. It scales to any size and fits many verticals.

What Is Zoho Desk?

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 40+ strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho Desk Details

Zoho

https://www.zoho.com/

Founded 1996

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Zoho Desk pricing overview

Zoho Desk has a free version and offers a free trial. Zoho Desk paid version starts at US$14.00/month.


Starting Price

US$14.00/month

Pricing Details

● Free - up to 3 users, forever! ● Standard - $14/agent/month ● Professional - $23/agent/month ● Enterprise - $40/agent/month

Free Version

Yes

Free Trial

Yes

Zoho Desk deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Zoho Desk Features

  • API
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Campaign Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Forecasting
  • Interaction Tracking
  • Interaction Tracking
  • Internal Chat Integration
  • Lead Capture
  • Lead Generation
  • Lead Management
  • Lead Qualification
  • Marketing Automation
  • Mobile Access
  • Opportunity Management
  • Pipeline Management
  • Projections
  • Quotes/Estimates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Sales Trend Analysis
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Third Party Integrations
  • Workflow Management

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  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
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  • Workflow Management

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  • Complaint Management
  • Corrective and Preventive Actions (CAPA)
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  • Customer Service Analytics
  • Customisable Branding
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  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
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  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritisation
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Routing
  • SSL Security
  • Self Service Portal
  • Social Media Integration
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  • Call Transfer
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  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer History
  • Customisable Reports
  • Data Import/Export
  • Email Management
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Performance Management
  • Predictive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
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  • Multi-Language
  • On-Demand Communications
  • Personalisation
  • Print Management
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  • SMS Messaging
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Zoho Desk Alternatives - Capterra New Zealand 2021

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Zoho Desk Reviews

Read all reviews

Overall rating

4.5/5

Average score

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

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Peter F.
Co-Owner
Information Technology & Services, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 23/07/2019

"Great on its own, OUTSTANDING when synced with Zoho CRM"

Pros: The 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.

Cons: Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

  • Reviewer Source 
  • Reviewed on 23/07/2019
Umang B.
Sr Director Data and Systems
Nonprofit Organisation Management, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 14/07/2020

"One of the best investments for our organization"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 14/07/2020
Lauren S.
Office Manager
Retail, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    3 /5
  • Customer Support
    4 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 12/02/2021

"Handy but still irksome..."

Comments: Business - customer relations. We are able to amass a great wealth of product and customer feedback that we can reference in the future as needed. This alone is quite valuable and makes wanting to change services a less attractive option for us.

Pros: Software facilitates customer - service relations and enables notes, attachments and status tracking to better serve our clients. Somewhat streamlined in appearance, which helps to keep the screen uncluttered.

Cons: Software is still clunky -- oftentimes, standard hotkeys end up changing the page settings where they otherwise would perform as expected on another interface. This happens surprisingly often and disrupts workflow when we strive to perform more efficiently when handling customer requests.

  • Reviewer Source 
  • Reviewed on 12/02/2021
Verified Reviewer
Owner
Computer & Network Security, Self Employed
Used the Software for: 1-5 months
  • Overall Rating
    2 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    1 /5
  • Customer Support
    4 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Reviewed on 24/08/2018

"Everything is in BETA, after you are sold into a purchase..."

Comments: I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

Pros: It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out. HTTPS had to be requested and is not a part of the package unless you call up and request it.

Cons: I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

  • Reviewer Source 
  • Reviewed on 24/08/2018
Carlos M.
CIO
Internet, 2-10 Employees
Used the Software for: Free Trial
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    3 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 29/01/2021

"MUY COMPLETO"

Pros: Es de los más completos que conozco, pero en la versión más cara, que aún así, es la más económica del mercado, con onmicanal, voz, chat, etc.

Cons: Es un poco engorroso encontrar las funciones en los menus, pero hace tan tantas cosas que es normal.

  • Reviewer Source 
  • Reviewed on 29/01/2021