Home/Help Desk Software/Zoho DeskUpdated on: September 26, 2023
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96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

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.

Zoho Desk Awards

Zoho Desk Features Show All Features

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/
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

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

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

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
  • 61.4 %
  • 32.3 %
  • 5.7 %
  • 0.4 %
  • 0.2 %
SHARE YOUR EXPERIENCE Write a Review
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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
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
Meetings without meetings
Take a solution to a problem
Conversation
Conversation
Meetings without meetings
Take a solution to a problem

Zoho Desk FAQs

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.

Yes, Zoho Desk provides API.

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