Zoho Desk Pricing, Features, Reviews & Comparison of Alternatives

Zoho Desk Reviews

Zoho Desk

Industry's first context-aware Helpdesk Software

4.2/5 (22 reviews)
101,297     32,182

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

Zoho Desk Reviews (22)

Most positive review

 Simple to use

I have used Zoho support for a long time. It was not until recently I noticed that they he mad an app. I immediately noticed it existed via GetApp. I downloaded it and I began using it on th trial. I have to say, I love how I can view all the tickets and get notifications on my phone! It is a ...

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Reviewed 18th of September, 2015 by A verified reviewer

Most critical review

 Unreliable

Downtime, emails not being sent or received. After being told for 3 years that zoho would fix the reliability issues we are still not seeing any results. Downtime several times per month and email messages not being sent, or received.

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Reviewed 2nd of August, 2016 by

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Zoho Desk Category Leaders

Reviews
Integrations
Mobile
Media
Security

#9 in Help Desk & Ticketing

View full ranking
63
11
7
15
16
14

#10 in Customer Service

View full ranking
62
11
6
15
16
14

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 Screenshots (8)

Zoho Desk screenshot: Zoho Desk HomepageZoho Desk screenshot: Zoho Support's 'Getting Started' wizardZoho Desk screenshot: Zoho Support dashboard pageZoho Desk screenshot: Automation and workflow rules in Zoho SupportZoho Desk screenshot: Multi-Channel ticket management in Zoho Support Zoho Desk screenshot: Zoho Support CRM integrationZoho Desk screenshot: Zoho Support for mobileZoho Desk screenshot: Zoho Support shows customer happiness analytics

Zoho Desk Pricing

Starting from: $12.00/month

Pricing model: Freemium, Subscription

Free Trial: Available (No Credit Card required)

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

View Pricing Plans

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

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

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

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Mac, Windows, Web-based
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), English, French, German, Japanese, Spanish
Support Options
FAQs, Forum, Knowledge Base

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.

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.

Read the full GetApp Analysis

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Frequently used together

Alternatives to Zoho Desk

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.

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.