Zoho Desk Pricing, Reviews and Features (April 2024)

About Zoho Desk

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.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $7.0.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read More

100%
Reviews

87%
Momentum

71%
Popularity

92%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Zoho Desk Awards

# 3 Most Worthy Software Help Desk Software
Q2 2024

# 10 Fastest Growing Software Help Desk Software
Q2 2024

# 3 Most Popular Software Help Desk Software
Q2 2024

# 3 Most Worthy Software Help Desk Software
Q2 2023

# 6 Fastest Growing Software Help Desk Software
Q2 2023

# 4 Most Popular Software Help Desk Software
Q2 2023

# 1 Most Worthy Software Help Desk Software
Q1 2022

# 3 Highly Rated Help Desk Software
Q1 2022

# 1 Fastest Growing Help Desk Software
Q1 2022

# 5 Most Popular Help Desk Software
Q1 2022

# 7 Highly Rated Help Desk Software
Q1 2021

# 8 Most Popular Help Desk Software
Q1 2021

# 2 Most Worthy Help Desk Software
Q3 2019

# 9 Highly Rated Help Desk Software
Q3 2019

# 1 Fastest Growing Help Desk Software
Q3 2019

# 7 Most Popular Help Desk Software
Q3 2019

# 2 Most Searched Help Desk Software
Q3 2019

Zoho Desk Features

Show Feature Explanation

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Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read More

100%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

Zoho Desk Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( Subscription )

Pricing Plans

MONTHLY YEARLY

Standard $14.00 $20.00 per user / month

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

Features

5 channels
Help Center
Feedback Widget: 1
Advanced Web Forms: 5
Social Media (Facebook & Twitter): 1 Brand
Instant Messaging (WhatsApp, Telegram, WeChat & Line)
Spam, Merge, Split & Clone Tickets
Ticket History
Quick Ticket View
Ticket Tags: 20 Tags/Ticket
Product-based Ticket Tracking
Add Resolution as KB
Suggested Articles
Direct Assignment to Agents and Teams
Work Modes
Response Editor with Rich Text Support & Response Draft
Advanced Search
Faster Response Snippets
Macros: 5
Workflow Rules: 5/Module
Time-based Rules: 5
Service Level Agreements: 4
Multi-Level Escalations
Tasks, Events & Calls: Only Tasks
Custom Email Templates
Custom Tabs, Views, Status & Form Fields
Custom Fields: 50 Fields/Module
Re-branding: Limited
Pre-defined Reports
Custom Reports: 50
Export Reports to CSV, XLS or PDF
Customer Happiness Ratings Dashboard
Custom Dashboards: 10
Ticket Overview & Status Dashboard
Response, Resolution & FCR Dashboards
Analytics Mobile App (Radar)
Profiles (restrict feature access): 6
Roles: 5
GDPR Compliance
Support
- Email
- Phone

Professional $23.00 $35.00 per user / month

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

Features

10 channels
Includes features of Standard plan, plus
Feedback Widget: 1/Department
Advanced Web Forms: 10/Department
Telephony
Ticket Tags: 30 Tags/Ticket
Round-Robin Ticket Assignment by Load Balancing: 10/Department
Ticket Sharing & Ownership
Agent Collision Detection
Macros: 15/Department
Workflow Rules: 15/Department/Module
Time-based Rules: 15/Department
Service Level Agreements: 10/Department
Customer-based SLA
Tasks, Events & Calls
Auto Time Tracking
Advanced Process Management (Blueprints): 1/Department
Custom Fields: 150 Fields/Module
Ticket Templates
Re-branding
Multi-department Support: 10 Departments
Custom Reports: Unlimited
Custom Dashboards: Unlimited
Advanced Dashboards: Limited
Profiles (restrict feature access): 25
Roles: 25
Field-level Access Control
Support
- Chat

Enterprise $40.00 $50.00 per user / month

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

Features

100 channels
Includes features of Professional plan, plus
Advanced Web Forms: 20/Department
Social Media (Facebook & Twitter): 2 Brands or 1 brand/department if multi-branding
Live Chat
Guided Conversations
Ticket Tags: 50 Tags/Ticket
Round-Robin Ticket Assignment by Load Balancing: 15/Department
Macros: 30/Department
Workflow Rules: 30/Department/Module with custom functions
Time-based Rules: 30/Department
Service Level Agreements: 20/Department
Contract Management SLA
Advanced Process Management (Blueprints): 20/Department
Artificial Intelligence
Custom Fields: 230 Fields/Module
Multi-department Support: 50 Departments
Advanced Dashboards
Schedule Reports
Profiles (restrict feature access): 50
Roles: 250
Data Sharing Access

Zoho Desk Express $7.00 $9.00 per user / month

A straightforward ticketing system for individuals and small teams looking to start automating their customer service.

Features

Ticketing
Social Media
Analytics

Screenshots of Vendor Pricing Page

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

User Rating

4.5/5 (Based on 4,332 Ratings)

Ratings Distribution

Excellent
61.1%
Very Good
32.2%
Average
5.7%
Poor
0.4%
Terrible
0.6%

Do You Use Zoho Desk?

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Review Summary

Zoho Desk, a customer support software, garners mixed reviews across various platforms. Users commend its user-friendly interface, customizable features, and robust reporting capabilities. However, some express dissatisfaction with its limited integrations, occasional glitches, and subpar customer support. Reviewers also highlight the need for improved mobile functionality and more comprehensive reporting options. Overall, Zoho Desk is generally well-received, although there is room for improvement in certain areas to enhance user satisfaction.

Pros

Easy to use and implement, with intuitive interface and comprehensive features.
Streamlined customer support management with centralized communication and automation.
Affordable pricing plans and flexible deployment options to suit different business needs.

Cons

Limited customization options and reporting capabilities compared to more advanced solutions.
Occasional performance issues and glitches reported by some users.
Difficulty integrating with certain thirdparty applications, requiring additional effort.

Zoho Desk User Reviews

AI-Generated from the text of User Reviews