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Zoho Desk reviews
4.6 (5 reviews)

Zoho Desk is a comprehensive help desk software solution that empowers businesses to provide outstanding customer support. It offers features such as ticket management, workflows, AI-powered self-service options, multichannel support, and robust reporting and analytics. Zoho Desk aids businesses in streamlining their support processes, enhancing customer satisfaction, and driving growth. Its exceptional value lies in its ability to offer a complete customer service solution.

  • 01Pros and cons from reviewers
  • 02Main features
  • 03What is Zoho Desk?
  • 04How Zoho Desk compare to similar software?
  • 05Who is Zoho Desk best for according to our reviewers?
  • 06Zoho Desk reviews

Pros from reviewers

  • Enhanced support billing: Zoho Desk aids in enhancing support billing by keeping track of tickets, requiring agents to report the time they spend on tickets, and overseeing resource allocation on a client-by-client basis

  • Well-structured and functional mobile app: Zoho Desk is praised for its well-structured design and functional mobile app, which enhances accessibility and ease of use

  • Efficient issue monitoring: The software allows users to monitor how quickly each issue is being addressed, ensuring support staff stays on task and enhancing professionalism

  • User-friendly interface and excellent customer service: Users appreciate the user-friendly interface and excellent customer service provided by Zoho Desk, which offers quick solutions to problems

  • Time-saving automation features: Zoho Desk's automation features save time and enhance efficiency, particularly in responding to customer queries.

Cons from reviewers

  • Limited integration with Office 365: Despite its well-structured design and functional mobile app, Zoho Desk has been reported to have issues when trying to integrate with Office 365

  • Email system and spf/dkim verification issues: Some businesses using Zoho Desk have reported that the email system and spf/dkim verification do not work, making it difficult to confirm these parameters

  • Limited features on the free plan: While Zoho Desk offers a range of features, not all of them are accessible on the free plan, which can limit its functionality for some users

  • Integration with other Zoho products could be improved: Some users have reported that the integration of Zoho Desk with other Zoho products could be better, and that its reporting features could be more robust

  • Poor customer support: Some users have reported that the customer support for Zoho Desk is not satisfactory, with long response times and lack of follow-up on reported errors.

Main features

Starting Price

$20

/ user / month

Free Plan

No

Smart ticketing

Multichannel support

Self-service portal

Automation and workflow

Reporting and analytics

What is Zoho Desk?

Zoho Desk is a robust, user-friendly customer support software that transforms how businesses manage customer interactions. It offers extensive features and integrations, allowing businesses to streamline support processes, improve customer satisfaction, and increase team productivity. This cloud-based solution provides a range of tools such as ticket management, automation, multi-channel support, knowledge base, and reporting for a unified and efficient support experience. Zoho Desk enables businesses to effectively handle customer queries through various channels like email, phone, social media, or live chat. Its intuitive interface and customizable workflows allow businesses of all sizes to provide personalized and efficient customer support, fostering long-term customer loyalty and boosting profitability.
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Zoho Desk

vs

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Zendesk

Zoho Desk and Zendesk are powerful customer service platforms, but there are differences that set them apart. At first, Zoho Desk stands out thanks to its omnichannel support experience, which includes email, live chat, telephony, social media, and instant messaging. Overall, such an approach allows them to personalize their services according to customer needs. Furthermore, it prides itself on its user-friendly features, which include customization options for the views and ticketing organization features (based on priority and status, for example), which Zendesk only offers through extensions. Finally, the self-service options, including a customizable help center and multilingual support, round out the offer for its customers. 


Similarly, Zendesk offers a user-friendly help desk solution, placing focus on customization options and trying to have the best user interface among customer service platforms. While Zoho Desk has a more integrated approach, Zendesk focuses on...

Learn more about Zoho Desk vs Zendesk
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Zoho Desk

Zoho Desk: Empowering customer support excellence.

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Zendesk

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6 months free on Zendesk

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Who is Zoho Desk best for according to our reviewers?

  • Small to Medium Businesses: These businesses can benefit from Zoho Desk's user-friendly ticketing system and time-saving automation features. It allows them to monitor issue resolution speed, keep track of tickets, and manage resource allocation effectively

  • Customer Support Teams: Zoho Desk provides a platform for these teams to enhance their support billing and professionalism. They can generate support tickets using its social network aggregation tool and establish specialized divisions with the help of AI

  • Social Media Managers: Zoho Desk offers seamless social media post creation and scheduling, making it a great tool for managing social media channels. It also provides basic analytics, even in the free version

  • Entrepreneurs: New entrepreneurs can find Zoho Desk incredibly helpful in scheduling future posts across multiple platforms. Even the free version allows effective management of social media channels

  • Financial Teams: Zoho Desk is useful for these teams in handling office reports and cash management. They can also utilize its invoicing tool for sending small bills to clients. However, they might find the need for more customizations and avoidance of unnecessary steps.

    • Zoho Desk reviews

    4.6

    Zoho Desk rating

    4.5

    Ease of use

    4.5

    Customer service

    4.5

    Value for money

    4.3

    Likelihood to recommend

    4.5

    Features

    5 Zoho Desk reviews

    4.6 (5 reviews)

    • Jarrett G

      It's Outstanding.

      I've been using the Zoho ONE Ecosystem for over 3 years and it's brilliant. Despite having limited programming experience and little software development knowledge, I've managed to build several business apps on Zoho Creator, integrated with Zoho Workdrive. I've also used Flow, Zoho Mail, and Zoho Zeptomail. As a fast-paced company, there are occasional issues or changes, but Zoho is always there to assist and provide support. I highly recommend Zoho to any company interested in working with Low Code systems. I currently manage 3 small companies with about 2 users in total. My account manager checks in every few months and is always available via email to help sort things out.

      May 7, 2024

    • Justin Smith

      Simple & Cost-Free

      I find Zoho-Desk easy and free to use. I utilize their invoicing tool for sending small bills to clients. Although it can be slightly complex in some areas, it's simple enough to understand. Considering it's free, I think it's fantastic.

      April 28, 2024

    • Patricia J

      Zoho Desk: Streamlining Efficiency and Improving Insights

      Zoho Desk's automation features have been a game-changer for our team, reducing manual tasks and improving efficiency. The reporting and analytics tools provide valuable insights into our performance and customer satisfaction levels

      April 20, 2024

    • Una G

      Enhanced Service Quality: The Impact of SLA Management

      The SLA management feature has helped us improve our response times and overall service quality

      April 16, 2024

    • Lisa Johnson

      Competitive Pricing and Great Value: Zoho Desk Review

      Lastly, the pricing is competitive and offers good value for money considering the robust features that Zoho Desk provides.

      April 14, 2024

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