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Zoho Desk REVIEW

Customer Support Software

16 user reviews
USER SATISFACTION 100%
OUR SCORE 9.0

What is Zoho Desk?

Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. Customers can also benefit from Zoho Desk as the software allows them to find timely and relevant support without having to go too far.

With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so that they can deliver quick and responsive support to their clients. This help desk platform gathers together employees from other departments and empower them to give their customers a very unified customer service experience.

Overview of Zoho Desk Benefits

Zoho Desk provides businesses with a plethora of support options and channels that enable them to deliver high quality and timely customer service to their clients. This allows them to build stronger relationships with their customers, resulting in better business and bigger revenues.

With the Zoho Desk integrated help center approach, businesses can offer multiple support channels that suit their way of work as well as meet the preferences of their clients. Companies can choose to address customer issues and queries via a fully functional ticketing system or deliver support in real time via its call center functionality.

Zoho Desk also has that social support integration that allows clients to submit support requests, ask questions, and even call for help via popular social media channels Facebook and Twitter. Support agents don’t have to exit the system to address calls and posts – they can easily respond from the same interface.

For customers, searching for answers and reaching out to other clients and experts doesn’t need to be difficult. With Zoho Desk, companies can create knowledge bases that contain all the answers to commonly asked questions and issues related to their products and services. Forums encourage consumers to converge and help one another by providing solutions and ideas based on first-hand experiences.

The quality of customer support should be high in any case and Zoho Desk helps managers ensure that all support they offer via all available channels won’t go on a dive. Reporting tools and analytics help managers identify issues and concerns that pertain to agent’s performance and productivity. The insights they get allow them to help boost productivity and performance, resulting to higher satisfaction rating from their consumers and ultimately, to better business.

Overview of Zoho Desk Features

  • Ticketing System
  • Call Center Software
  • Social Support Software
  • Agent Productivity
  • Knowledge Base and Forums
  • Company-wide Collaboration
  • Reporting and Insights
  • Help Desk Essentials

Awards & Quality Certificates

Zoho Desk Position In Our Categories

Position of Zoho Desk in our main categories:

50

Zoho Desk is one of the top 50 CRM Softwareproducts

Top
20

Zoho Desk is one of the 20 Customer Support Softwareproducts

10

Zoho Desk is one of the top 10 Help Desk Softwareproducts

50

Zoho Desk is one of the 50
CRM Software products

20

Zoho Desk is one of the 20
Customer Support Software products

10

Zoho Desk is one of the 10
Help Desk Software products


Zoho Desk is also listed in the following subcategories:

Category:Position:Category:Position:
Industry-Specific Help Desk Software#8
Category:Position:
Industry-Specific Help Desk Software#8

Companies have diverse wants and requirements and no software platform can be just right in such a situation. It is pointless to try to find a perfect out-of-the-box software system that meets all your business needs. The intelligent thing to do would be to modify the system for your special requirements, employee skill levels, finances, and other factors. For these reasons, do not rush and pay for well-publicized trendy applications. Though these may be widely used, they may not be the ideal fit for your unique requirements. Do your groundwork, investigate each short-listed platform in detail, read a few Zoho Desk reviews, speak to the seller for explanations, and finally select the product that offers what you require.

How Much Does Zoho Desk Cost?

Zoho Desk Pricing Plans:
Free trial
Free
Free
Professional
$15/agent/month
Enterprise
$30/agent/month

Zoho Desk offers two priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

  • 3 Agents
  • Email Inbox & Web-form
  • Work Modes
  • Customizable Help Center
  • Knowledge Base
  • Community Forums
  • Re-Branding
  • Domain Mapping
  • Priority SLAs
  • Basic Reports
  • Agent Dashboards
  • Manager Dashboards
  • Ticket Overview Dashboard
  • The Team Feed
  • Remote Support (for one user)

You can easily start Zoho Suport free trial here.

Professional – $15/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

  • Multi-channel Support
  • Helpdesk Automations
  • Multi-department Management
  • Advanced SLAs w/ Business Hours
  • Two-way data sync with Zoho CRM
  • Customer Happiness Ratings
  • Cloud Telephony using Twilio
  • Advanced Reports & Dashboards
  • Zoho BugTracker Integration

Enterprise – $30/agent/month (billed monthly) or $25/agent/month (billed annually) plus tax, as applicable

All Professional features plus:

  • Multi-brand Help Center
  • Scheduled Reports
  • Cross Department Reports
  • Contract Management
  • Custom Ticket Templates
  • Role Based Access Control
  • Live Chat Support

 

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Zoho Desk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Zoho Desk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

15

NEGATIVE SOCIAL MENTIONS

0

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Free
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TRAINING
  • TICKETS

What are Zoho Desk pricing details?

Zoho Desk Pricing Plans:
Free trial
Free
Free
Professional
$15/agent/month
Enterprise
$30/agent/month

Zoho Desk offers two priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

  • 3 Agents
  • Email Inbox & Web-form
  • Work Modes
  • Customizable Help Center
  • Knowledge Base
  • Community Forums
  • Re-Branding
  • Domain Mapping
  • Priority SLAs
  • Basic Reports
  • Agent Dashboards
  • Manager Dashboards
  • Ticket Overview Dashboard
  • The Team Feed
  • Remote Support (for one user)

You can easily start Zoho Suport free trial here.

Professional – $15/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

  • Multi-channel Support
  • Helpdesk Automations
  • Multi-department Management
  • Advanced SLAs w/ Business Hours
  • Two-way data sync with Zoho CRM
  • Customer Happiness Ratings
  • Cloud Telephony using Twilio
  • Advanced Reports & Dashboards
  • Zoho BugTracker Integration

Enterprise – $30/agent/month (billed monthly) or $25/agent/month (billed annually) plus tax, as applicable

All Professional features plus:

  • Multi-brand Help Center
  • Scheduled Reports
  • Cross Department Reports
  • Contract Management
  • Custom Ticket Templates
  • Role Based Access Control
  • Live Chat Support

 

What integrations are available for Zoho Desk?

Zoho Desk integrates with the following business systems and applications:

  • Zoho CRM
  • Zoho Reports
  • Zoho Projects
  • Zoho Creator
  • Zoho SalesIQ
  • Zoho BugTracker
  • Customer Thermometer
  • Twilio
  • G Suite
  • RingCentral
  • Facebook

User reviews


User reviews in total: 16

15
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0
0
0

Average Rating:

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The most favorable review

Ella

2 months ago


Pros: Zoho Desk appears to be one of the simplest tools fo making and tracking tickets to help resolve problems brought up by customers. This can easily assist in managing the mailbox to respond to customers. Some of the best things in this system include customer database management, chat system, and reporting.

Cons: It would be nice to improve their user interface and have some kind of mobile integration. Lots of data input have produced so much distraction to users. Having a simplified process flow can be of big help to ensure improved use of the app.

The least favorable review

Theodore

12 months ago


Pros: Our CRM integration with Zoho CRM has been great. This resulted to a sharp increase in productivity. Clearly, our staff is doing a lot better since this happened. No other software like it can provide such seamless integration.

Cons: There are way too many links found on the left dashboard. It's understandable that these cater to a wide range of tickets. I really needed this when working with different kinds of people. Some can easily conform with this software while others struggle to make it work.

Published 2 months ago
Verified
user
Zoho Desk appears to be one of the simplest tools fo making and tracking tickets to help resolve problems brought up by customers. This can easily assist in managing the...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
A great helpdesk software with a ton of tools that can aid in organizing workflow. It also offers control on all tools. It's essentially a one-stop solution in setting up...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
A powerful tool. It's fantastic for customers, management, and agents. Zoho Desk has made it possible for us to get together with the entire team in all departments to...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
It's fantastic in minimizing barriers to entry. It gives a small market player a chance to compete with bigger businesses. So simple to utilize. It's very affordable.



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
For the past few years, we've been using SalesForce as our primary project system and case. There were plenty of things we favored and wanted to change. For instance,...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other top platform. Simplicity is what I...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Thanks to this tool, I'm able to manage and offer assistance to my customers. In addition, I'm able to keep track on all metrics. It's awesome working with its user...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Once the system is readily configured, using it is nothing but easy. It gives full control of tracking tickets with ease. Credit that to its simple user interface. You're...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Zohodesk is one great system that comes with plenty of tools that can manage workflow while keeping control of their current tools. Deploying it was surprisingly simple....



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. Multi-channel support is fantastic....



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