Home/Help Desk Software/Zoho Desk
Updated on: April 6, 2020
What is Zoho Desk ?
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Zoho Desk

Industry’s first context-aware help desk application.
(1,605 Ratings) Write Review

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.

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Zoho Desk Features Show All Features

Zoho Desk Technical details

Support Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number Pleasanton, CA - 94588 / +1 (888) 900-9646
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Zoho Desk Pricing

Pricing ModelFree Trial , Freemium , Subscription
MONTHLY YEARLY
Free
Free

Features

  • 3 Free Agents
  • Email Ticketing
  • Customer Management
  • Help Center
  • Private Knowledge Base
  • Predefined SLAs
  • Macros
  • Multi Language Helpdesk
  • 24*5 Email Support
  • Mobile Apps
Standard
$12 /User/Month
Billed Yearly

Features

  • Features from FREE +
  • Social & Community Channels
  • Product Based Ticket Management
  • Help Center Themes Gallery
  • Public Knowledge Base
  • SLAs & Escalations
  • Workflow, Assignment & Supervise Rules
  • Customer Happiness Ratings
  • Reports & Dashboards
  • Work Modes for Tickets
  • Marketplace Extensions & Integrations
  • ASAP - Embeddable Self Service
  • 24x5 Phone Suppor
  • Add-On ( $5/Light Agent)
Professional
$20 /User/Month
Billed Yearly

Features

  • Features from STANDARD +
  • Multi-department Ticketing
  • Team Management
  • Telephony
  • Automatic Time Tracking
  • Blueprint - Basic Process Management
  • Round Robin Ticket Assignment
  • Agent Collision
  • Tasks, Events & Call Activities
  • Ticket Templates
  • Private Marketplace Extensions
  • SLA Dashboards
  • Ticket Sharing
  • Mobile SDK
  • 24x5 Chat Support
  • Add-On ( $5/Light Agent)
Enterprise
$35 /User/Month
Billed Yearly

Features

  • Features from PROFESSIONAL +
  • Live Chat
  • Zia - Artificial Intelligence (Beta)
  • Help Center Customization
  • Multi-brand Help Center
  • Advanced Process Management
  • Custom Functions
  • Multi-level IVR
  • Global Reports & Dashboards
  • Scheduled Reports
  • Contract Management
  • Validation Rules
  • Field Watching
  • Multiple Business Hours & Holidays
  • Role-based Data Sharing
  • 50 Light Agents
  • Add-On ( $5/Light Agent)
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Zoho Desk Pricing
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Disclaimer: The pricing details were last updated on 10/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Zoho Desk FAQs

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

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

Learn more about Zoho Desk features.

The pricing for Zoho Desk starts at $18.00 per user per month. Zoho Desk has 3 different plans:

  • Standard at $18.00 per user per month.
  • Professional at $30.00 per user per month.
  • Enterprise at $45.00 per user per month.
    • Zoho Desk also offers a Free Plan with limited features.

      Learn more about Zoho Desk pricing.

Yes, Zoho Desk offers a free plan.

Learn more about Zoho Desk pricing.

Yes, Zoho Desk provides API.

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Zoho Desk Reviews

OVERALL RATING
3.9
Based on 1,605 Rating(s)
Rating Distribution
  • 1149
  • 222
  • 77
  • 154
  • 3
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Bradly FackrellSource : trustpilot.com
(Reviewed on 28 February 2020)
Great Idea, poor execution and support

If you sell widgets, Zoho might be for you. But, if you sell a service, it falls short and is not worth the effort to finagle some sort of “half solution”.I’ve spent the last month (on an extended trial period) trying to make Zoho work for my service oriented business and after weeks of back and forth with their technical team I’ve come to hate this product with a passion. When I first started digging into it, I was so excited about all the possibilities with all the different applications and features that could (but don’t) work seamlessly together. A month later, they really haven’t solved any of the issues that I have. I say the support is poor because despite the fact that they seemed to be trying to help, I have nearly 50 email chains that all end with “We're sorry but we cannot provide that…”. In a few cases, the technician simply did not understand what I was asking for and, instead of elevating the question, just ended with: “We're sorry but we cannot provide that…”.

...more
JeremySource : trustpilot.com
(Reviewed on 25 February 2020)
Zoho One, works sometimes, tech support won't help.

The software promises a great feature set and ease of use; however, you will soon find that many aspects are broken and that support is unable to help you beyond the help documentation you have already read yourself.

...more
M. GoldbergSource : trustpilot.com
(Reviewed on 22 February 2020)
“ZOHO One” Is a great value for small businesses.

I’ve been using “ZOHO One” for a year. As a “solo entrepreneur”, using Zoho had enabled me to get control of my overall business. The breath of the Apps included in the suite covers basically every business process I need: bookkeeping, invoicing, email marketing & automation, meetings, CRM, Email, et,c, etc. For the breath of abs in the suite, the pricing is incredibly low. However, this is not a high support company. The more skilled support staff are available during the normal business day in India, which is 10 to 14 hours later than in the US, meaning that it’s often difficult to speak with someone during the work day in the US. I have found many times that I need to speak with their support staff between 11 PM and 7 AM my local time in order to reach staff that have a deep knowledge of the products. The people that I reach during the the business day in my local time zone Are very polite and courteous, however, they often just take down information regarding my problem, and then I have to wait a number of hours before somebody more skilled gets back to me.I view the company is offering the best value among all of its competitors. The apps are both comprehensive and competent. However, while their customer support staff is polite and responsive, they are not always willing to hold your hand with every problem. They often just send you links to reference manuals that walk you through various processes. So if you go with Zoho One, be prepared to handle some problems on your own.

...more
LiveJazzLivesSource : apps.apple.com
(Reviewed on 19 February 2020)
No KB

If you’re looking to see your company KB, this app is worthless.

...more
John MathewSource : trustpilot.com
(Reviewed on 19 February 2020)
Provides the Best Products

Nice Products.Zoho Mail is far far better than gmailZoho people,connect,cliq are best

...more
Anderson S VSource : trustpilot.com
(Reviewed on 19 February 2020)
Finally a worthy competitor for…

Finally a worthy competitor for Microsoft and Google who have been making mockery of our data privacy

...more
CatherineSource : trustpilot.com
(Reviewed on 17 February 2020)
Nothing works quite as it should

Signed up with promises of unlimited CRM storage, they then gave us 3 months notice that they're limiting it with no option at all to buy more storage. Massive task now ahead to move back out.Support are slow and insist on remoting in to your computer, even when discussing account details (strange), and aren't particularly knowledgeable. Minimum time to resolution of an issue seems to be 1 week+The search function box in CRM is totally useless, it will not find relevant results. We have found the only way to search for a company or contact is to go into the company or contact page and set up a filter.Reporting on CRM or Analytics is very restrictive. CRM report filters are OK but it can only export a few thousand records/transactions at a time. Reports in Analytics cannot do a proper "contains" nor can it run "OR" within the filter selections.People is not very user-friendly and very difficult to run reports. Not possible to accrue holiday by hours worked (which is the law for overtime worked in UK).Projects is OK if using it for very basic tracking of tasks. There is the function to track tasks against users' available hours but it doesn't accommodate for part-timers or holidays so not really relevant to most companies.The only app that actually works well is Meetings.Overall, I wouldn't recommend Zoho be used for anything business-critical.

...more
SuzanneSource : trustpilot.com
(Reviewed on 11 February 2020)
Avoid

Avoid, Avoid, Avoid!The software does have some capabilities but the support is absolutely terrible, so I would advise any company to stay away as the time consumed trying to use the system is not cost effective. We had been trying to resolve an issue for 3 months! 14 times I had to re explain the issue until I asked the support team to record the issue so I wouldn't have to keep repeating myself. I also had been flat out refused from a customer service representative for their developer to speak with our IT specialist just to get the issue resolved! We were advised the day before to set up this meeting only to be refused the next day, how confusing and time wasting. I would never get replies or acknowledgements of my emails in a timely manner often having to pick up the phone just to chase it up. Worst customer service I have ever experienced!

...more
Zoho... So Very Bad!Source : trustpilot.com
(Reviewed on 06 February 2020)
Features just randomly stop working

Features just randomly stop working. Workflow rules work one day then stop the next without any changes made on the backend. Tech support often doesn't know how to resolve an issue unless they can get a developer involved but they all seem very apathetic to your situation and will always assume its user error when in fact it is yet another bug in their system. You'll find random redundant settings such as your signature file which will reside in multiple locations yet are completely independent of each other so you are not sure which is going to be used when setting up automated actions.Theres a reason the prices are so "good".... like the others here have said save yourself a big headache and just go with someone else.

...more
Agency in Consumer ElectronicsSource : g2crowd.com
(Reviewed on 06 February 2020)
"Cool Solution for reason pricing"

What do you like best?

I'm new to this platform but I found it quite easy to start using right away! well worth watching some their helpful videos as well.

What do you dislike?

Multi-ape links where it would nice to stay in one portal.

What problems are you solving with the product? What benefits have you realized?

Managing prospects and existing customer follow up Nothing realized yet as I'm too new to the software.

...more
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Videos on Zoho Desk

Zoho Desk Screenshots

Zoho Desk Demo - Multi-brand Help Center
Zoho Desk Demo - Team Feed
Zoho Desk Demo - The Headquarters
Zoho Desk Demo - Countdown Mode
Zoho Desk Demo - Mobile Apps
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk screenshot
Zoho Desk screenshot
Zoho Desk screenshot
Zoho Desk screenshot
Zoho Desk Demo - Multi-brand Help Center
Zoho Desk Demo - Multi-brand Help Center
Zoho Desk Demo - Team Feed
Zoho Desk Demo - The Headquarters
Zoho Desk Demo - Countdown Mode
Zoho Desk Demo - Mobile Apps
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk Screenshots
Zoho Desk screenshot
Zoho Desk screenshot
Zoho Desk screenshot
Zoho Desk screenshot

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