15 years helping Canadian businesses
choose better software

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
  • Yes, has free version

Zoho Desk has a free version and offers 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 Software
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • Autoresponders
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot Software
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Content Management System (CMS) Software
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Discussions/Forums
  • Email Management Software
  • Feedback Management
  • File Sharing Software
  • For Insurance Industry
  • Full Text Search
  • IVR Software
  • Interaction Tracking
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Offline Form
  • Onboarding Software
  • Performance Metrics
  • Personalization Software
  • Prioritization
  • 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 Software
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Template Management
  • Text Analysis Software
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives to Zoho Desk

Billing automation platform designed to streamline all activities related to domain registration, website hosting, and more.
Managed services software that provides multiple remote networks scanning, tickets management, and activities reporting.
IT Glue is documentation built for IT professionals. Track, find and know everything in under 30 seconds. Learn more about IT Glue
Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
Zoho Workplace is a tightly integrated suite of applications that helps businesses create, communicate, and collaborate efficiently.
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!
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub

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 6 days 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 last month 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.

Matt
Owner in UK
Computer Software, Self Employed
Used the Software for: 1+ year
Reviewer Source

Zoho Desk isn't a favourite option of mine, but it works.

3.0 2 years ago

Comments: Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it.

Pros:

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Cons:

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

Alternatives Considered: Freshdesk , HubSpot CRM and Zendesk Suite

Reasons for Switching to Zoho Desk: I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

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

Keep your customers happy

5.0 last month New

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).

Christian
Christian
Human Resources Manager in US
Verified LinkedIn User
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

A fantastic tool for answering customer queries

4.0 10 months ago

Comments: Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.

Pros:

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Cons:

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.