Who Uses Zoho Desk?

Zoho Desk is most beneficial to customer-focused companies with passionate service teams and a large volume of frequent customer interactions. It scales to any size and fits many verticals.

What Is Zoho Desk?

Zoho Desk is a web-based customer service application that helps your company build stronger relationships with customers. With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 40+ strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho Desk Details

Zoho

https://www.zohocorp.com

Spotlight_media_placeholder

Zoho Desk pricing overview

Zoho Desk does not offer a free trial.


Free Trial

No

Zoho Desk deployment and support

Zoho Desk Features

Vendor has not completed this information.

View full list of CRM Software

Zoho Desk Alternatives

More Zoho Desk alternatives

Zoho Desk Reviews

Read all reviews

Overall rating

4,5/5

Average score

Ease of Use 4,4
Customer Service 4,3
Features 4,4
Value for Money 4,5

Review software

Share your experiences with other software buyers.

Write a Review!
Peter F.
Co-Owner
Information Technology & Services, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/07/23

"Great on its own, OUTSTANDING when synced with Zoho CRM"

Pros: The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing. It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk. Powerful automation features. Love the customer portal + knowledge base, we use it every day. Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Cons: Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

  • Reviewer Source 
  • Reviewed on 2019/07/23
Umang B.
Sr Director Data and Systems
Nonprofit Organization Management, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/07/14

"One of the best investments for our organization"

Comments: Great - and their customer service is great as well.

Pros: We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB)
+ KB easily integrates into tickets
+ Tickets can be handled by multiple departments and permissions can be restricted to those departments
+ Single Sign On (SSO) integration for customers
+ A robust API
+ ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB
+ A good mobile app (I personally use it on the iPhone)
+ Customizable reporting
~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now
We look forward to additional releases

Cons: It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.

  • Reviewer Source 
  • Reviewed on 2020/07/14
Johnny G.
Principal consult
Telecommunications, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2020/11/16

"Zoho Service desk"

Comments: Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.

Pros: I like the options that are available.
The templates and features are great.
I wish I could pay a one time fee to have a vanity domain instead of needing the pro package.
Support is normally pretty good.

Cons: Complicated to setup and training is required.

  • Reviewer Source 
  • Reviewed on 2020/11/16
Verified Reviewer
Owner
Computer & Network Security, Self Employed
Used the Software for: 1-5 months
  • Overall Rating
    2 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    1 /5
  • Customer Support
    4 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Reviewed on 2018/08/24

"Everything is in BETA, after you are sold into a purchase..."

Comments: I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client.

Pros: It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out. HTTPS had to be requested and is not a part of the package unless you call up and request it.

Cons: I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

  • Reviewer Source 
  • Reviewed on 2018/08/24
Verified Reviewer
CEO
Financial Services, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2020/08/30

"Great value and support"

Comments: Overall a great product, and fantastic value for money when used as part of Zoho One.

Pros: Support from Zoho is excellent. We are Zoho One customer, so we also use other Zoho products, hence the native integration is also nice. We also like the Blueprint feature, which is a visual process designer for business process automation.

Cons: We are limited to 20 Blueprints, regardless of how many users we have. Sync functionality to Zoho CRM has not been suitable for us, so we built our own sync service.

  • Reviewer Source 
  • Reviewed on 2020/08/30