Zoho Desk Software Pricing & Features

Zoho Desk

Industry's first context-aware Helpdesk Software

4.53/5 (1,420 reviews)

Zoho Desk overview

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 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Save the world from bad customer service!


Put customer service at the heart of your company.
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.

Close tickets. Open happiness.
Zoho Desk gives your team the best tools to help customers while automating frequent tasks that otherwise take up precious time.

Don't improvize. Improve.
With Zoho Desk, identify the right trends and patterns in your team's efforts, make improvements, and inspire better performance.

One company. One team.
Zoho Desk helps bring together employees from across departments, to give customers a truly unified customer service experience.

Convenience is key.
When your customers want to reach out, be available for them over a variety of channels—email, phone, live chat, social media and more.

Self-help is the best help.
Equip customers so they can find answers to questions on their own and help their peers in the true spirit of a community.

Your help desk, truly yours.
Zoho Desk understands the uniqueness of your business, and allows you to customize extensively and integrate it with other apps.

Sync contacts and users.
Add business contacts from Google Contacts to Zoho Desk. Stay connected to every contact by syncing them with Google.
www.zoho.com

Pricing

Starting from
$12/month
Pricing options
Free trial
Freemium
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, China and 5 other markets, Europe, India, Latin America, Middle-East and Africa, United Kingdom

Supported languages

Chinese (Simplified), English, French, German, Japanese, Spanish
Zoho Desk screenshot: Countdown ModeZoho Desk: Great Client Support from Anywhere for iOS and AndroidZoho Desk screenshot: The HeadquartersZoho Desk screenshot: The Team FeedZoho Desk screenshot: Multi-Brand Help CenterZoho Desk screenshot: Zoho Desk Mobile AppZoho Desk screenshot: Unified Ticket ScreenWhat is Zoho Desk? - An OverviewZoho Desk—Made in India. Made for the World.

Zoho Desk reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.5
  4.4
  4.3
Palmira Aiken

Zoho Desk is a very economical solution to ensure uninterrupted and unrivaled customer service

Used daily for 2+ years
Reviewed 2018-06-29
Review Source: GetApp

This service completely replaced the mode of interaction with e-mail, phone calls, chats, social networking platforms on a single platform. This completely simplifies the process of obtaining a request for customer support, because of this we have become faster to serve our customers. In addition, customers can collect tickets in their native languages, since such an opportunity is present. Integration Zoho Desk with Zoho CRM was one of the best things that we completed this year. Integration was quick and without a hitch. Two services are simply created for each other and have good integration. The support team is simply phenomenal. Many thanks to all the guys who helped us with integration and did everything in the shortest possible time. By the way, they are very friendly and outgoing - it's nice to deal with the professional.

Read the full review


Zoho Desk

Industry's first context-aware Helpdesk Software

Neha Tewari

Excellent CRM software with clean interface

Used daily for 2+ years
Reviewed 2018-06-19
Review Source: GetApp

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Read the full review


Zoho Desk

Industry's first context-aware Helpdesk Software

Danielle Miller

Zoho Mail is great! I recommend it all the time!

Used daily for 6-12 months
Reviewed 2018-03-07
Review Source: Capterra

I love that the email program gives you a certain amount of free use before requiring a purchase. I have been able to instantly make use of the service and I know that I will continue using it under a paid plan as my company grows. I am also able to recommend it to start up clients who are working hard to add professionalism to their brand while not yet having the cash flow. Having a great email host that grows with the business is a huge benefit.

Read the full review


Zoho Desk

Industry's first context-aware Helpdesk Software

Leonard Johnson

Easy to use, but not enough features

Used daily for 2+ years
Reviewed 2018-07-03
Review Source: GetApp

Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Read the full review


Zoho Desk

Industry's first context-aware Helpdesk Software

Jorn Knutsen

As for the overall Zoho suite it easily integrates with multiple other extensions that are essential

Used daily for 2+ years
Reviewed 2018-02-27
Review Source: Capterra

Makes customer management extremely easy once you get going.Easy management and ticket assignment and that it works as an extension of other features and integrates perfectly with invoicing, CRM, etc. making the entire ZOHO Suite the preferred choice for all our ban and front end business needs. Since it can also integrate with many other programs, there is hardly any limit in how useful the overall Suite is and Zoho Desk is an essential part of that that allows us to track internal performance as well as overall customer interaction on a single platform. Training is well laid out and there are plenty of online resources to reference to get going.

Read the full review


Zoho Desk

Industry's first context-aware Helpdesk Software

Zoho Desk pricing

Starting from
$12/month
Pricing options
Free trial
Freemium
Subscription
View Pricing Plans

● Free - up to 10 users, forever!
● Professional - $12/agent/month
● Enterprise - $25/agent/month

Pricing Comparison

How does Zoho Desk compare with other Customer Service & Support apps?

Subscription plan?

Zoho Desk



98% of apps offer a
subscription plan

Free trial?

Zoho Desk



87% of apps have a
free trial

Freemium plan?

Zoho Desk



30% of apps have a
freemium plan

Pricing Comparison

Customer Service & Support app prices shown are $/month




Zoho Desk Pricing Reviews

Pros
  • Economical
  • Love how affordable it is, probably one of the cheapest customer management systems I've seen out there.
  • Agile to communicate with team Easy follow up Easy to set up Keeps history cheap tickets overview
  • price vs value, there is a lot of value for the price per agent. great UI feel, great ease of use overall
Cons
  • Need to provide multiple logins to the clients
  • Poor language options and probably the design is not very flat and clean. But that can all be overlooked
  • should be able to customize layout in ticketing view. I would like to see unique fields for each portal
  • it is very expensive and small firms are very low on liquidity so you guys can come up with better prices
99%
recommended this to a friend or a colleague

Zoho Desk features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Ticket Management

Contact History (51 other apps)
Workflow Management (46 other apps)

Competitor Feature Comparison

@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Automatic Customer Notices
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Loyalty Program
Customer Service Integration
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Gamification
Graphical Data Presentation
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Distribution
Lead Nurturing
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Prioritizing
Productivity Reporting
Project Time Tracking
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SEO Management
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Tracking by Client
Timer
Trouble Ticketing
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Automatic Customer Notices
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Loyalty Program
Customer Service Integration
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Gamification
Graphical Data Presentation
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Distribution
Lead Nurturing
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Prioritizing
Productivity Reporting
Project Time Tracking
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SEO Management
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Tracking by Client
Timer
Trouble Ticketing
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Automatic Customer Notices
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Loyalty Program
Customer Service Integration
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Gamification
Graphical Data Presentation
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Distribution
Lead Nurturing
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Prioritizing
Productivity Reporting
Project Time Tracking
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SEO Management
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Tracking by Client
Timer
Trouble Ticketing
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App

32 reviews

See all iOS Apps

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App

0 reviews

See all Android Apps

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Category Leaders ranking

Reviews
Integrations
Mobile
Media
Security

#9 in Customer Service

View full ranking
58
18
4
17
18

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Zoho Desk also features in these categories:

GetApp Analysis

Lasting customer relationships don’t happen by chance. In most cases, they’re the result of dedicated support teams that make themselves available to customers at all hours of the day. Zoho Desk is a web-based support and help desk solution that provides organizations with a unified view of their customers’ needs.

Zoho Desk uses a multi-channel ticket management system, along with custom reporting tools and task automation features, to make it easier for businesses to impress customers with high levels of customer service. Built to scale up and down, Zoho Desk is available for businesses of all sizes. At the industry-level, Zoho Desk is most frequently used by organizations that are involved in IT solutions, ecommerce, SaaS, consumer durables, education, and governance.


What is Zoho Desk?

Zoho Desk is a help desk software solution for businesses. Businesses that use Zoho Desk are able to create full-featured online help desks—which include ticket management, automation, and reporting tools—with the ultimate goal of building longer-lasting, more valuable relationships with their most important customers.

Zoho Desk allows businesses to engage with their customers across multiple channels, including Twitter, Facebook, and email. Support agents are able to manage incoming tickets and handle large influxes of traffic with request management features and automated workflow options. Integrated knowledgebases, which can also be created with Zoho Desk, are one of many tools that agents are able to use to search for relevant answers to frequently asked customer queries.


Who is Zoho Desk for?

Although Zoho Desk can be used by businesses in virtually any industry, the web-based solution is most frequently used by organizations involved in IT solutions, ecommerce, SaaS, consumer durables, education, governance, and nonprofit work. Zoho Desk also works with clients in a number of traditional industries, such as energy and manufacturing.

Zoho Desk is built to scale, which means the platform can be used just as easily by an organization with one support agent who signs on once a week as it can by a business with hundreds of support agents working on a single shift. The platform itself is most frequently used by customer support agents and IT staffers. Multiple pricing options are available to meet the needs of users with varying needs.


Main features

Pulling Customer Requests From Multiple Channels

Zoho Desk pulls in customer service requests from multiple channels, such as email, phone, social media, chat, self-service help center, forums and community and web forms. It lets managers setup service-level agreements. Each ticket is slapped with a due date and time based on this SLA commitment. When tickets go unanswered for an extended period of time, the software automatically alerts a set of people and can even assign the ticket to another agent.

Improving Productivity With Automations

Much of the value in using a help desk software is in improving the productivity of the team and being able to emulate incumbent processes. Zoho Desk provides flexible automation rules to accommodate various prevalent processes. Time-based action rules help in automating activities like closing inactive tickets. Notification rules keep customers informed about developments in a ticket and build transparency. Macros help agents perform a multitude of tasks together in a single click.

Integrating with Zoho CRM

You only service what you sell. Customer information from a CRM system is very critical to offering customer service of any kind. It brings much-needed context to the conversations. Without this information, a ticket has no face to it. Support agents don't know enough information about customers during the first few interactions, because they didn't sell anything. By automatically pulling in customer information from CRM and keeping it up to date, Zoho Desk's integration with Zoho CRM helps put tickets in the right context. Support agents can see all the information about a particular customer, complete with custom fields. Likewise, sales reps within CRM can see the latest tickets a particular customer has raised. This gives them better context about how happy the customer is, based on which they can make sales calls and build relationships further.

Ensuring Customer Happiness

The ultimate metric in a customer service operation is customer happiness. By measuring that directly, Zoho Desk helps managers understand the impact of their customer service efforts. By helping track several other metrics related to the customer service operation, Zoho Desk enables managers to understand which areas to improve in order to create more customer happiness.

Answering Tickets From Anywhere

Zoho Desk is available for iOS and Android. Agents can answer tickets from anywhere. There's also a feed displaying recent updates in tickets. Users can choose to follow a particular ticket, contact or account. All developments related to those show up automatically on the feed in real time. Agents can also @mention their colleagues and ask for help internally. Push notifications ensure that agents are able to maintain good response times even when they're not at their desks.


Integrations

Zoho Desk integrates with Zoho CRM and Zoho BugTracker. Zoho CRM is a web-based customer relationship management solution. Zoho BugTracker is an issue tracking service for businesses. Integrating Zoho Desk with these two solutions enables businesses to give their agents more context for dealing with customer issues and requests.

A developer API enables Zoho Desk users to integrate the solution with third-party applications, including accounting, e-commerce, and ERP platforms. Organizations are able to export the data they generate through Zoho Desk in a number of formats.


Pricing

Zoho Desk offers three pricing levels for organizations. A free plan available for very small businesses and startups allows those organizations to add unlimited users without worrying about licensing costs.

As those organizations grow in size and get more people involved, they’re encouraged to sign up for the Professional plan. This plan costs $12 per user, per month, and it is meant for businesses that have growing needs but don’t have rigid processes already established. At the upper end of the spectrum, Zoho Desk offers an Enterprise plan for $25 per user, per month. This plan is recommended for “seasoned” businesses and companies with very specific needs and logistical requirements.


Bottom line

  • Provides organizations with a unified view of their customers’ needs.

  • Multi-channel ticket management solution.

  • Task automation enables agents to handle large volumes of incoming requests.

  • Customized reporting tools help companies improve performance.

  • Optimized for accessibility on mobile devices.


Videos and tutorials

Additional information for Zoho Desk

Key features of Zoho Desk

  • Contracts and SLA
  • Reports and Dashboards
  • Alerts and Notifications
  • Knowledge Base
  • Social Media Support
  • Accounts and Contacts
  • Alerts and Notifications
  • Third Party Integration
  • Ticket assignment and management
  • Service escalations
  • Notification rules
  • Time-based actions
  • Workflow rules
  • Happiness ratings
  • Customizable reports
  • Scheduled reports
  • Graphic dashboards
  • Customization
  • CRM integration
  • Self service portal
  • SLA

Benefits

● Agents can save up to two hours a day on routine tasks.
● Managers have all the data they need to make important and impactful decisions.
● Customer service becomes a company-wide commitment.