Zoho Desk, an innovative customer service help desk software, streamlines operations and improves agent productivity. It delivers lasting customer experiences, making it a top choice for businesses worldwide. Maximize sales performance by providing your account executives with real-time data analytics.

Zoho Desk Software Specifications

Time Tracking

Task Management

Reporting

Budget Management

View All Specifications

What Is Zoho Desk?

Overview

Zoho Desk is a cloud-based customer service help desk software that helps you simplify customer service operations, improve agent productivity, and deliver lasting customer experiences. It offers a range of features, such as ticket management, omnichannel communication, conversational AI, self-service, agent productivity, automation, extensibility, insights and impact, customization and security.

The software collects and organizes customer interactions from different channels, like email, phone, chat, social media, self-service portals, forums, and forms, so that all customer interactions can happen in one place. In the following Rocket Matter review, we discuss the software's features, pricing options, and other benefits.

What Is Zoho Desk Best For?

Zoho Desk software is best known for its range of features that help businesses simplify customer service operations, improve agent productivity, and deliver lasting customer experiences. Some of its unique features include Zia, a contextual AI that supercharges your team by directly sharing relevant solutions from your knowledge base with your customers.

Zoho Desk offers Work Modes that automatically organize open tickets, increasing agent productivity. These features help set Zoho Desk apart and make it a top choice for businesses looking to improve customer service.  

Zoho Desk Pricing

The following are Zoho Desk pricing plans:

  • Free - $0/user/month
  • Express - $7/user/month
  • Standard - $20/user/month
  • Professional - $35/user/month
  • Enterprise - $50/user/month
The software's pricing depends on several factors, including organization type, size, and needs. Request to get a customized Zoho Desk cost.

Disclaimer: Prices are subject to change.

Zoho Desk Integrations

The software integrates with third-party applications, including:

How Does Zoho Desk Work?

Here is how to start with Zoho Desk software:

  • Upon logging in, set up your support channels and enable various channels for your customers to contact you, such as phone, chat and social media
  • Create your knowledge base, self-service portal and build a repository of articles and solutions to help your customers find answers to their questions
  • Create a self-service portal where your customers can access your knowledge base, community forums, live chat, and ticket submission form
  • Create service level agreements (SLAs) to define the expected response and resolution times for different types of tickets and customer
  • Navigate through the customer support portal and cater to customer queries  
Watch a free Zoho Desk demo and learn about its features.

Who Is Zoho Desk For?

Zoho Desk software is designed for businesses of all sizes, from freelancers and startups to small and large businesses. It is suitable for a wide range of industries, including:

  • Finance
  • Retail
  • Healthcare
  • Education

Is Zoho Desk Right For You?

Are you seeking a customer service help desk software to streamline operations, boost agent productivity, and enhance customer experiences? Look no further than our top-rated options. Look no further than Zoho Desk! With over 100,000 businesses worldwide trusting Zoho to elevate their customer service, it’s a proven solution that can help you take your customer service to the next level.

Regarding security and scalability, Zoho Desk uses industry-standard security measures such as encryption, access controls, audit logs, and more to protect your data. It also allows you to manage roles, profiles, and field-level security within the help desk to keep your data secure.

The software helps solve everyday challenges in customer service by providing features such as ticket management, omnichannel communication, conversational AI, self-service, agent productivity, automation, extensibility, insights and impact, customization and security. These features help streamline customer service operations, improve agent productivity, and deliver better customer experiences.

Still not sure if the software is right for you? Contact our customer support team at 661-384-7070, and check out Zoho Desk reviews from our clients. 

Zoho Desk Software Features

This feature allows you to manage customer requests across channels, brands, products, departments, etc. It helps you track and organize customer interactions in one place, making providing quick and efficient customer service easier.

how it worksSee How It Works

It is a contextual AI that supercharges your team by sharing relevant solutions from your knowledge base directly with your customers, identifying key aspects of a ticket and adding them as tags, diving into the feelings of every thread in a conversation, and notifying you every time there’s unusual activity in your ticket stream.

how it worksSee How It Works

Zoho Desk’ enables customers to find quick answers by themselves wherever they are. This includes guided conversations, an embeddable self-service plugin, a multi-brand help center, and a community forum. This reduces customer service workload and enhances experience.

how it worksSee How It Works

The software enables you to automate repetitive tasks and processes to save time and improve efficiency. This feature includes workflow automation, which enables you to create custom workflows for automating ticket assignments, escalating issues, and more. This reduces your customer service workload and improves customer experience.

how it worksSee How It Works

This feature offers robust analytics and reporting tools to gauge the success of your customer service. This includes built-in analytics, happiness ratings, workflow and automation, and predictive intelligence1. This helps you understand your customers’ needs, track your performance, and make data-driven decisions to improve your customer service.

how it worksSee How It Works

Pros and Cons of Zoho Desk Software

Pros

  • Cloud-based accessibility
  • Robust features
  • Free plan available

Cons

  • Can be slow to load at times, and some users have reported glitches with the platform

Zoho Desk Software Pricing

Free

3 Agents

eyeeye

View Price

What's Included

  • Agents

  • E-mail Tickets

  • Comment in Ticket

  • Private Conversations in Ticket

  • Spam Tickets

  • Ticket History

  • Ticket Resolution Note

Express

5 Agents

eyeeye

View Price

What's Included

  • Add Resolution as KB

  • Customer Happiness Ratings

  • Suggested Articles

  • Merge Tickets

  • Split Tickets

  • Clone Ticket

  • Ticket Timeline

  • Read / Unread Tickets

Standard

Unlimited

eyeeye

View Price

What's Included

  • Time Entry

  • Search Facet

  • Snippets for Faster Response

  • Email Templates in Reply EditorCreate

  • Work Modes

Professional

Unlimited

eyeeye

View Price

What's Included

  • Approvals

  • Team Ownership

  • Ticket Sharing

  • Send as Email

  • Teams Queue

  • Review Ticket Replies

  • Gamescope for Agents

Enterprise

Unlimited

eyeeye

View Price

What's Included

  • Live Chat

  • Custom Functions in Workflows

  • Field Watching

  • Active Skills

  • Skill based Ticket Assignment

  • Strict Mode Controls

  • Custom Functions in Blueprints

  • Management in SLA

Zoho Desk Software Reviews

Overall Rating

4.4

8 Reviews

Rating Distribution

5

star

(4)

4

star

(3)

3

star

(1)

2

star

1

star

March 2023

UserFriendly and Convenient

Gary

Telecommunications

Ease of use

9

Value for money

8

Customer Support

8

Functionality

9

Pros

I thoroughly enjoyed the ease of use. The software was designed with simplicity in mind making it incredibly easy to navigate. Finding the features I needed was a breeze and the interface was not overly complicated. I especially appreciated the mobile app which allowed me to access my tasks on the go.

Cons

While the software exceeded my expectations in terms of ease of use I would have liked to see more customization options such as additional backgrounds and cosmetic features. Additionally there were occasional instances of slower load times which could be improved for a smoother user experience.

March 2023

Useful Task Management Tool

Aryan

Hospitality

Ease of use

8

Value for money

8

Customer Support

9

Functionality

9

Pros

Microsoft To Do is a straightforward and free program that seamlessly syncs across all my devices. I can easily create tasks set reminders and due dates and organize my tasks efficiently. It also offers the convenience of sharing lists and assigning tasks to specific individuals. The integration with other Microsoft applications like Outlook and Teams enhances its usefulness for managing tasks and projects.

Cons

While Microsoft To Do offers practical functionality it may have fewer features compared to other task management tools. It lacks builtin calendar integration and collaborative tools. However it doesn't require any ongoing obligations and doesn't provide reminders based on location.

March 2023

Helpful Tool, Could Use More Features

Scott B.

Retail

Ease of use

8

Value for money

7

Customer Support

9

Functionality

7

Pros

Zoho Desk is an excellent customer service tool that makes it easier to manage customer interactions. Weve been using the software for a few months and have been very impressed with its performance. Its easy to use and customize, plus the customer service team is very helpful when we have any questions.

Cons

The only downside is that it doesnt have as many features as some of the other customer service software out there. There are also some reports that could be improved, such as real-time analytics or ticket tracking. I hope they can add more features in the future. Other than that, its a great customer service management tool.

March 2023

Comprehensive Solution, Amazing Support

Rachel G.

IT

Ease of use

10

Value for money

9

Customer Support

10

Functionality

9

Pros

Ive been using Zoho Desk for over a year now and Im very happy with it. It has all the features we need to manage our customer service and support operations, plus so much more. The software is easy to use and customize, which makes it perfect for our team. We also love the customer service, which is always available and very helpful when we have questions about something.

Cons

My only complaint is that the AI-driven features are a bit too basic right now, and Id like to see more advanced options in future updates. They could also include more integrations, although Im sure they will over time. Other than that, its a great piece of customer service software. Highly recommended!

February 2023

Lots of Features, Solid Performance

Carleton M.

Law Enforcement

Ease of use

7

Value for money

7

Customer Support

9

Functionality

7

Pros

In my line of work, I need a customer service management system that is reliable and easy to use. Zoho Desk is great because it has so many features I can customize and use for my team. The software is easy to understand and the customer service team has been helpful in answering any questions I have had. Like I had to create workflows and they were able to guide me through the process and get me up and running in no time.

Cons

That said, it isnt all perfect. Sometimes Ive noticed that the software can be a bit slow to load and some reports take longer than expected. Nothing game-breaking, but I wish they could work on making it faster. Some other minor inconveniences include the occasional bug and some features that I find difficult to use.

February 2023

Zoho offers so many ways to reach out to our clients.

Sharon G.

Information technology and Services

Ease of use

8

Value for money

7

Customer Support

8

Functionality

7

Pros

Zoho enables us to reach our current and potential customers in many ways. As a web developer, integrating it into my site was surprisingly quick and painless. We have seen an obvious decrease in information handling load, allowing us to spend our time more effectively generating more sales. We no longer need the cumbersome contact structure and call that many young customers avoid in these business sectors. One of the most notable features of Zoho that I appreciate is the ease of use of the Android and iOS applications.

Cons

There is no specific work area application for Zoho, a major missing feature for me. The overall layout of the software is not something that I had expected. For example, the "late things" alternate route symbol is placed at the bottom of the page, while being placed on the top would have been much better. The footer is also very cramped, especially if we use a smaller screen size. They need to improve on this.

January 2023

Very capable and affordable.

Derik G.

Information Technology and Services

Ease of use

10

Value for money

10

Customer Support

10

Functionality

9

Pros

This product is both cheap and effective. The productivity statistic that can be derived is really useful. This product will come in handy for achieving SLAs (Service Level Agreements). I appreciate that our customers have a lot of room when creating a ticket to best suit their needs which helps us narrow down a support pathway. It also has AI sense, which searches for a phrase in the description and auto-suggests articles and public docs from the knowledge base. It is known to save a significant amount of time. It can be done by using templates to automate repetitive operations and workflow.

Cons

Zoho Desk software has its downsides. One of the cons of this software is that automated responses can be limited in their customization options, which may not meet the specific needs of some businesses. Additionally, the platform can sometimes load slowly, frustrating for users who need to respond promptly to customer inquiries. Some users have also reported glitches with the platform, which can negatively impact its performance and reliability.

January 2023

Great ticketing system.

Amrita

Marketing and Advertising

Ease of use

7

Value for money

8

Customer Support

9

Functionality

8

Pros

We needed a ticketing system to assist us in handling customer inquiries, documenting and sharing dialogue, and tracking and addressing client issues. For our customer success team, Zoho is the ideal answer. Its integration with other Zoho products, such as contacts and calendars, has greatly simplified our interactions with customers. Zoho desk provides many capabilities that can be tailored to our business requirements. The pricing is reasonable, making it a fantastic buy.

Cons

It can be annoying when we cant discover the proper capability or figure out how to use it. We would appreciate the features being more accessible and better explained via training or a manual. I understand that all the features are available for all their packages. If they could restrict some features to higher priced packages, we could save some money upon opting for the lower priced one.

Frequently Asked Questions

Yes, the software offers a Zoho Desk API.