Skip to main content
TrustRadius
Zoho Desk

Zoho Desk

Overview

What is Zoho Desk?

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

Read more

Learn from top reviewers

Zoho Desk is an all in one customer service experience. Mostly good with some important flaws

Rating: 9 out of 10
March 28, 2025
IncentivizedVetted ReviewVerified User
We use Zoho Desk to handle all of our customer service tickets. We also use the knowledge base function inside of Zoho Desk to address any customer questions and act as our FA...
Continue reading
Greg Rellaford
Account Manager - Customer Service
Account Manager and Retention Specialist
Hope Squad
Zoho Desk1 year of experience
Verified on LinkedIn

ZohoDesk, a great ticketing platform.

Rating: 8 out of 10
June 24, 2024
IncentivizedVetted ReviewVerified User
We currently use Zoho desk as our main ticketing system. We utilize a home grown ticketing system in our ERP and Zoho desk. We plan to consolidate to Zoho once we are ready to...
Continue reading
Verified user
Manager
Zoho Desk3 years of experience

Zoho Desk - Simplifies the Ticketing Process

Rating: 7 out of 10
June 24, 2024
IncentivizedVetted ReviewVerified User
We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is: Automated Acknow...
Continue reading
Sanjay Singh
C-Level Executive - Corporate
Business Development Manager
TrionTech
Zoho Desk2 years of experience

Zoho Desk is great as a customer support platform

Rating: 9 out of 10
May 1, 2024
IncentivizedVetted ReviewVerified User
We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Des...
Continue reading
Verified user
Analyst
Zoho Desk3 years of experience

Functional Service Desk Offering

Rating: 7 out of 10
January 1, 2024
IncentivizedVetted ReviewVerified User
As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for ...
Continue reading
Kevin Almond
Manager - Customer Service
Head of Customer Success
Forfusion Ltd
Zoho Desk3 years of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing

Free

$0

Cloud

Standard

$14

Cloud
per user

Professional

$23

Cloud
per user

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.zoho.com/desk/pricing.html

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Product Demos

Managing Departments in Zoho Desk

YouTube

Video Demo Zoho Desk

YouTube

Managing Agents in Zoho Desk

YouTube

Servicio a Cliente Multicanal con Zoho Desk 2020

YouTube

Brinde soporte Excepcional con Zoho Desk - Webinar 2020

YouTube

Forwarding Support Mails to Zoho Desk

YouTube
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 8.1

Self Help Community

Features that allow customers to self-service for support issues.

8.9
Avg 7.9

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

7.1
Avg 7.9
Return to navigation

Product Details

What is Zoho Desk?

Zoho Desk is a cloud-based context-aware customer service software boasting users among service teams in over 40,000 businesses such as Daimler, Essilor, and McAfee.

Zoho Desk helps service teams manage customer conversations across email, phone, live chat, and social media. It is designed to pack the automation and analytics necessary to scale to any volume of customers. It is presented as easy to implement, and tightly integrated with other software used by the team for context and continuity.

Zoho Desk aims to address real-time customer service challenges. It helps service teams with collaboration, productivity hacks, AI, and measures customer happiness.

Zoho Desk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Zoho Desk Screenshots

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.

Zoho Desk Videos

Is it even possible to build a world-class product from a small, rural town? Sridhar Vembu, Zoho's CEO, and the team narrate how they built Zoho Desk and what problems it solves for businesses around the world.
What is Zoho Desk? - An Overview
Customer centricity lies at the heart of any organization. Every process & approach is built with a sole objective of providing a positive and amazing experience to the customer.
How Zoho Desk’s automation features can help remove manual, repeatable chores and instead focus on keeping customers happy.

Zoho Desk Integrations

Zoho Desk Competitors

Zoho Desk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

Freshdesk, Zendesk Suite, and Kayako are common alternatives for Zoho Desk.

Reviewers rate External knowledge base and Internal knowledge base highest, with a score of 8.9.

The most common users of Zoho Desk are from Small Businesses (1-50 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
Companies can't remove reviews or game the system. Here's why
(1-5 of 20)

Zoho Desk is an all in one customer service experience. Mostly good with some important flaws

Rating: 9 out of 10
Incentivized
March 28, 2025
GR
Greg Rellaford
Account Manager and Retention Specialist
Hope Squad (Education Management, 11-50 employees)
Vetted Review
Verified User
Zoho Desk
1 year of experience
Verified on LinkedIn
Alternatives Considered
We used HubSpot before, and it didn’t work very well for our needs. Zoho Desk is part of a much larger Zoho implementation. We’d like to have everything in one place, and Zoho provides that ability.

Zoho Desk - Simplifies the Ticketing Process

Rating: 7 out of 10
Incentivized
June 24, 2024
SS
Sanjay Singh
Business Development Manager
TrionTech (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Zoho Desk
2 years of experience
View profile
Alternatives Considered
I have used Asana and Zoho desk and decided to go with Zoho due to the ease of intergration into other applications and platforms, the more affordable costing, a faster mobile application and for the slightly better automation capabilities. Asana is nice but the cost and learning curve is higher than Zoho desk

ZohoDesk, a great ticketing platform.

Rating: 8 out of 10
Incentivized
June 24, 2024
Verified User
Manager in Information Technology
Consumer Goods Company, 201-500 employees
Vetted Review
Verified User
Zoho Desk
3 years of experience
Alternatives Considered
Zoho provides more bells and whistles comparted to the other platforms I have tried. The setup was easier and the transition was smoother. The support was much better as well. Whenever we would get stuck on something, support was a chat away and we always got the solution we were looking for. Hard to beat.

Functional Service Desk Offering

Rating: 7 out of 10
Incentivized
January 01, 2024
KA
Kevin Almond
Head of Customer Success
Forfusion Ltd (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
Zoho Desk
3 years of experience
View profile
Alternatives Considered
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

Handle your trouble tickets and customer queries like a pro with Zoho Desk

Rating: 10 out of 10
Incentivized
October 15, 2021
HF
Humayun Farooqi
Customer Success Manager
Tarsil.pk (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Zoho Desk
1 year of experience
View profile
Alternatives Considered
Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.
Return to navigation