Zoho Desk Reviews & Pricing

by Zoho Corporation | Founded 1996, Chennai, India

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Overview Pricing Benefits Reviews Features

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What is Zoho Desk?

Industry Specialties: Serves all industries

Zoho Desk, a help desk software from Zoho Corporation, streamlines customer support operations for businesses of all sizes. It provides a comprehensive suite of features, including a multi-channel ticketing system, knowledge base management, and reporting and analytics. Zoho Desk is particularly well-suited for organizations seeking an affordable and user-friendly solution to manage customer inquiries and improve support efficiency.

Zoho Desk's key benefits include its intuitive interface, customizable workflows, and seamless integration with other Zoho applications. Its popular features include automated ticket routing, self-service portals, and social media monitoring. Users appreciate its ease of use, robust functionality, and affordable pricing.

Zoho Desk offers flexible pricing plans based on the number of agents and features required. Its price range starts from a few dollars per agent per month for basic plans and scales up for more advanced features and support levels.

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User Sentiment

Based on 4810 reviews:

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Product Screenshots and Videos

Zoho Desk Pricing

Based on our most recent analysis, Zoho Desk pricing starts at $12 (Per User, Monthly).

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Starting From: $12
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Zoho Desk is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Zoho Desk:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Zoho Desk Benefits and Insights

Why use Zoho Desk?

Key differentiators & advantages of Zoho Desk

Streamlined Customer Interactions: Zoho Desk's centralized platform seamlessly integrates all customer interactions across multiple channels, providing a comprehensive view of customer engagement history and preferences.
Improved Agent Productivity: Automated workflows, canned responses, and AI-powered tools empower agents to resolve issues swiftly and efficiently, maximizing their productivity and reducing resolution times.
Enhanced Customer Satisfaction: Zoho Desk's intuitive interface and personalized support experiences ensure a positive and frictionless customer journey, leading to increased satisfaction and loyalty.
Data-Driven Insights: Comprehensive analytics and reporting capabilities provide valuable insights into customer behavior, agent performance, and service level metrics, enabling data-driven decision-making and continuous improvement.
Collaboration and Knowledge Sharing: Built-in collaboration tools and a knowledge base facilitate seamless communication between agents, fostering a collaborative work environment and ensuring consistent and informed responses.
Omnichannel Support: Zoho Desk supports a wide range of communication channels, including email, phone, chat, social media, and self-service portals, ensuring customers can reach support conveniently and efficiently.
Customization and Flexibility: Zoho Desk offers extensive customization options, allowing businesses to tailor the software to their unique needs, processes, and workflows.
Affordability and Scalability: Zoho Desk's flexible pricing plans and scalable architecture accommodate businesses of all sizes, from startups to large enterprises.
Integration with Other Zoho Products: Zoho Desk seamlessly integrates with other Zoho products, such as CRM, email marketing, and project management tools, creating a cohesive and powerful business suite.
Continuous Innovation and Updates: Zoho Desk undergoes regular updates and enhancements, ensuring customers benefit from the latest features, security patches, and industry best practices.

Industry Expertise

Zoho Desk is a cloud-based help desk software designed for businesses of all sizes. It offers a range of features to help businesses manage customer support, including ticket management, knowledge base, self-service portal, and reporting. Zoho Desk is particularly well-suited for businesses that are looking for a comprehensive and affordable help desk solution. It is also a good choice for businesses that are looking for a solution that can be easily integrated with other Zoho applications, such as CRM and SalesIQ.

Zoho Desk Reviews

Average customer reviews & user sentiment summary for Zoho Desk:

4810 reviews

89%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Zoho Desk reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Implementation: According to 100% of users, the software is extremely easy to set up and configure.
Ease of Use: Approximately 100% of users said that it has a helpful interface with an easy-to-use platform for small teams who wish to establish a helpdesk.
Features: According to 98% of customers, the product has tons of tightly integrated features in mail, CRM, bookings, messaging (Cliq) and conferencing (Meeting).

Cons

Integration: According to 45%of customers, the product is a little bit tricky to integrate with its own domain.
Pricing: The pricing structure is difficult according to 50% users.
Customization: Approximately 40% of users claimed that the tools aren't very customizable in terms of automation, workflow and user interface.

Researcher's Summary:

Zoho Desk is a help desk software that offers world-class customer experiences by prioritizing and managing customer interactions across multiple modules. Based on the reviews, the product is simple and intitutive. Users also said that they were able to implement it in no time and were able to figure out all the functions easily. With tons of features, it has won the hearts of many.

However, some users said that customer support functions were lacking. Moreover, many customization options are only available for admins. Users also talked about the difficult pricing structure of the product. In all, it is a great product for all mid, small and big companies. But be sure to explore extensively before buying.

Key Features

Ticket Management: Engage in communication with customers and manage tickets across multiple channels, departments, products and brands. Create separate departments within the help desk to ensure appropriate responses to customer queries without any delays or unnecessary actions.
Zia: Boost team’s productivity with the product’s AI assistance for business. This contextual AI features tools such as Zia Voice, Ask Zia, Zia Notifications, Zia Dashboards, Zia Skill Builder, Reply Assistant and Sentiment Analysis that help deliver quick, instant and high-quality support to customers.
Productivity: Access work modes to proactively organize open tickets to make sales reps more active. Send helpful and informative responses to tickets using response editor, FAQs and templates. Combine the main functionality with CRM capabilities for closing more tickets in less time.
Extensibility: Extend help desk service capabilities by integrating help desk modules with other software and services as per the needs of the business. Update details in help desk and other platforms via custom codes. Embed interactive and coactive widgets into the help desk interface via extensions and build custom mobile apps through SDKs.
Insights and Impact: Get insights into team performance via dashboards and reports. Explore the product’s unique tools such as Radar — a mobile app for a proactive, hands-on manager experience -and headquarters-a live dashboard displaying a big picture of the team’s progress and performance.
Customization: Customize help desk workflow and match it with the brand’s personality with the help center theme gallery to create a long-lasting impression on customers and promote team productivity.
Support: Get access to GDPR compliance and protect customer’s data from leaking by managing the organization’s hierarchy and controlling data access.

Limitations

At the time of this review, these are the limitations according to user feedback:

Does not allow users to sort tickets by account without creating a complex report.
Long log-in process. Sometimes the password does not work while logging in.
No alerts to the end user when the ticket goes from one agent to the next.

Suite Support

The customer support team is available 24/7 to answer all questions in more than nine countries. Check out the support call details on the website to get an optimum response and instant support.

Email: [email protected].

Phone: +1 (844) 584-2497 for U.S Support. Check the vendor's website for support numbers for other countries.

Training: Register for a one-on-one training course and get advanced or fundamental configuration training about the vendor’s product and its capabilities.

Tickets: Not mentioned.