Home/Help Desk Software/Zoho DeskUpdated on: September 26, 2023

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Zoho Desk

Industry’s first context-aware help desk application.

(3,417 Ratings) Write Review

What is Zoho Desk and how does it work? It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance.

FOLLOWERS 2,505 16,801 2,120

Zoho Desk Awards

Zoho Desk Features Show All Features

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

Zoho Desk Technical details

Support	24/7 (Live rep) Business Hours Online	Customer Type	Large Enterprises Medium Business Small Business
API		Location / Phone Number	Pleasanton, California / +1 888-900-9646
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Official Website	https://www.zoho.com/desk/
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Category	Help Desk Software

Zoho Desk Pricing

Pricing ModelFree Trial , Freemium , Subscription

MONTHLY YEARLY

Free

Features

3 Free Agents
Email Ticketing
Comment in Ticket
Private Conversations in Ticket
Spam Tickets
Ticket History
Ticket Resolution Note
Ticket Tags: 10 Tags/Ticket
Quick Ticket View (Peek View)
Response Editor with Rich Text Support
Advanced Search
Response Draft
Email Channel: 1
Help Center
Feedback Widget: 1
Advanced Web Forms: 1
Notification Rules
Macros: 2
Number of SLAs: Default Priority based SLA
Stop the SLA Clock (On Hold State): Default for On Hold Status (Not customizable)
Custom Email Templates: Default Templates
Customize Tabs
Customize Form Fields
Helpdesk Appearance - Night Mode
Display Screen Settings
Display Font control
Reply Editor Font Controls
Reply Button Behaviour
Landing Page Settings
Reply - Article Auto Suggestion
Default Send Behaviour
Multi-language Support
Date & Time Format Control
Private Knowledge Base for Agents
Article Versioning
Contact & Account Information Management
Private Notes for Contacts & Accounts
Dedicated Owners for Contacts & Accounts
Agent Dashboard
Profiles: Default (Non-Editable)
Roles: Default (Non-Editable)
Add-Ons
- G Suite
- Zoho Assist: 1 Free User
Radar App for Zoho Desk
Zoho Desk App
IP Range restriction (active directory)
CSP policy header
Anonymization of agent and customer
Data Center Location
Highlight Critical Information
Underline Links
Emphasis Focus Area
Animation Controls
Reading Mask
Zoom Level Adjuster
Screen Reader
Keyboard Focus Navigation
API: 15,000 calls/day/org.
Export Data: 1000/batch
Import History: Past 60 days
Email Support

Standard

$14 /User/Month Billed Yearly

All the essential support features to augment your customer service team.

Features

Unlimited Agents
Includes features of Free plan, plus
Ticket Tags: 20 Tags/Ticket
Followers
Time Entry
Search Facet
Snippets for Faster Response
Email Templates in Reply Editor
Work Modes
Real Time Updates in Ticket List & Detail View
Real Time Ticket Count in Starred Views
Team Feeds
Email Channel: 5
Advanced Web Forms: 5
Community Forums
WhatsApp: Yes (Usage-based charges applied by WhatsApp )
Telegram
Wechat
Line
Dashboard
WhatsApp Sandbox
Canned Messages
Auto-Responses
WhatsApp Template Messages
Ticket Conversion
Embeddable options
Profanity Management
Chat transfer
Notifications
Macros: 5
Workflow Rules: 5/Module
Supervise - Time-based Rules: 5
Direct Assignment to Agents and Teams: 5
Agent Idle Timeout
Number of SLAs: 4
Stop the SLA Clock (On Hold State)
Multi-Level Escalations
Business Hours: 1
Holiday List: 1
Custom Email Templates
Custom Fields: 50 fields/Module
Field Dependencies
Public Knowledge Base
Knowledge Base Dashboards
Community
ASAP
Contact & Account Custom Fields: 50 Fields
Contact & Account Insights
Deduplicate Contacts & Accounts
Follow Contacts & Accounts
Contact to Product Association
Tasks
Manual Ticket Time Tracking
Product Based Ticket Tracking
Associate Products to Contacts
Associate Products to Accounts
Dedicated Owner for Products
Custom Fields for Products: 50 Fields
Custom Views for Products
Tickets Stages
Custom Reports: 50
Export Reports to CSV, XLS or PDF
Custom Dashboards: 10
Headquarters Dashboard
Response, Resolution & FCR Dashboards
Knowledge Base Dashboard
Community Dashboard
Profiles: 5
Roles: 5
Integrations
- Zoho CRM
- Bigin
- Zoho Analytics
- Zoho Projects
- Zoho BugTracker
- Zoho Lens Add-on
- SMS Add-on
- Zoho Cliq
- Zoho SalesIQ
- Atlassian Jira
- Slack
- Zoho Books/Invoice
- Zoho Inventory
- Zoho Subscription
- Zoho Flow: Yes (Excludes flows that use features not supported in the standard plan.)
- Zoho Campaigns
- Salesforce
- Zapier: Yes (Excludes zaps that use features not supported in the standard plan.)
- Office 365
- MS Teams
- Zoho PageSense
Public Extensions: Yes (Excludes extensions that use features not supported in the standard plan.)
Single Sign-on using SAML in Helpcenter
User Authentication (JWT) in ASAP
API: 200,000 calls/day/org
Export Data
Data Backup (Beta): 1 backups/month

Professional

$23 /User/Month Billed Yearly

Simplified collaboration and process automation functionalities for fast-growing teams.

Features

Includes features of Standard plan, plus
Ticket Tags: 30 Tags/Ticket
Approvals
Team Ownership
Ticket Sharing
Send as Email
Review Ticket Replies
Gamescope for Agents
Agent Collision Detection
Agent Collision Chat
Agent Collision Reply Avoidance
Email Channel: 10
Feedback Widget: 1/Department
Advanced Web Forms: 10/Department
Telephony
Custom Workflows
Macros: 15/Department
Workflow Rules: 15/Department/Module
Supervise - Time-based Rules: 15/Department
Custom Actions Gallery in Workflows
Direct Assignment to Agents and Teams: 15
Round-Robin Ticket Assignment by Load Balancing: 10/Department
Active Blueprints: 1/Department
Transitions per Blueprint: 20
Common Transitions per Blueprint: 1
Fields and Actions per Transition: 10
State Level SLAs & Escalations
Dynamic Transition Owner
Transitions Draft (Partial Transitions)
Number of SLAs: 10/Department
Customer Based SLA
Custom Fields: 150 fields/Module
Teams
Ticket Templates
Department Specific Layout
Multi Lingual (Beta)
Remote Authentication
Multiple Department Support Tracking: 10
All-department View of Tickets
Department Based Signatures
Department-Specific Product Handling
Multilingual Knowledge Base
Community Gamification
301 Redirection
Google Analytics Integration
Themes Gallery
CSS Customization
Custom Widgets
Contact & Account Custom Fields: 150 Fields
Secondary Contact (Cc's)
Contacts to Multiple Accounts
Events
Calls
Auto Ticket Time Tracking
Activity Time Tracking
Billing Preferences
Custom Fields for Products: 150 Fields
Custom Reports
Custom Dashboards
Calls Reports and Dashboards
SLA Dashboards
Telephony Agent Availability
Telephony
- In-Product Call Notifications
- Call-to-Ticket Conversion
- Answer Over-The-Web
- Answer Over-The-Phone
- Call Logging
- Call Transfer
- Call Recording
- Call Hold
- Call Mute
- Business Hours Configuration
- Non-Business Hour Management
- Call Queue Handling
- Outbound Calls
- Missed Call Management
- Custom Greeting Configuration
- Call Routing (Sequential & Simultaneous)
- Call Waiting Message
- Caller History
- Voice Mail
- Real-time Agent Availability
- Call Reports and Dashboards
- Fallback Number
- Spam Call Handling
- Call Summary
- Profiles: 25
- Roles: 25
Add-ons
- Zoho Flow
- Zapier
- Telephony and PBX
Public Extensions
Private Extensions
Custom Actions via Extensions
Read Recipients
API: 500,000 calls/day/org
Mobile SDK
Webhook: 5 Active
Import Data: 20000/batch
Chat Support

Enterprise

$40 /User/Month Billed Yearly

Advanced AI and customization capabilities to enable enterprise-grade support.

Features

Includes features of Professional plan, plus
Ticket Tags: 50 Tags/Ticket
Email Channel: 100
Advanced Web Forms: 20/Department
Twitter: 2 Brands (add-on brand available on request)
Facebook: 2 Brands (add-on brand available on request)
Instagram: 2 Brands (add-on brand available on request)
Live Chat
Macros: 30/Department
Workflow Rules: 30/Department/Module
Supervise - Time-based Rules: 30/Department
Custom Functions in Workflows
Schedules: 10/Department
Field Watching - Trigger on Specific Field Updates
Direct Assignment to Agents and Teams: 30
Round-Robin Ticket Assignment by Load Balancing: 15/Department
Active Skills: 30/Department
Skill based Ticket Assignment
Active Blueprints: 20/Department
Transitions per Blueprint: 100
Common Transitions per Blueprint: 5
Fields and Actions per Transition: 30
Strict Mode Controls
Custom Functions in Blueprints
Number of SLAs: 20/Department
Contract Management in SLA
Business Hours: 100
Holiday List 100
Custom Fields: 230 fields/Module
Layout Rules
Validation Rules
Multi Layout: 20 Layouts / Department
Reply Assistant
Sentiment Predictions
Ticket Auto Tagging
Anomaly Notifications
Zia Answer Bot
Multiple Department Support Tracking: 50
Auto-translation of KB articles
Answer Bot in ASAP
Live Chat in ASAP
Multi-brand Help Center
HTML Customization
GC Flows
Global Variables
Session Variables
GC Widgets
Contact & Account Custom Fields: 230 Fields
Custom Fields for Products: 230 Fields
Schedule Reports: 100
Blueprint Dashboard
ZIA Dashboard
All Department Analytics (Global Reports and Dashboards)
Profiles: 50
Roles: 250
Data Sharing
DKIM/DMARC
Custom Field Encryption
ePHI Field Labeling
API: 1,000,000 calls/day/org
Webhook: 10 Active
Deluge (Custom Function)
Import Data: 30000/batch

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Disclaimer: The pricing details were last updated on 09/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Zoho Desk pricing.

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Zoho Desk Reviews

OVERALL RATING 4.4 Based on 3,417 Rating(s)

Rating Distribution

Excellent 61.4 %
Very Good 32.3 %
Average 5.7 %
Poor 0.4 %
Terrible 0.2 %

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Videos on Zoho Desk

What is Zoho Desk? - An Overview

Keep the spirit of customer centricity alive with Zoho

Automate your customer service process with Zoho Desk

Self-service support with a multilingual knowledge base

Zoho Desk Screenshots

Conversation

Zoho Desk FAQs

Q. What is Zoho Desk used for?

Zoho Desk is Help Desk Software. Zoho Desk offers the following functionalities:

Incident Management
Social Media Integration
Multi-Channel Communication
Macros (Templated Responses)
Document Storage
Customizable Branding
Ticket Management
Surveys & Feedback
Known Issue Management
Knowledge Base
Contract (SLA Management)
Community Forums
Automated Routing
Alerts (Escalation)
Self Service Portal
Live Chat

Learn more about Zoho Desk features.

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Q. Does Zoho Desk provide API?

Yes, Zoho Desk provides API.

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