Zoho Desk Features

Zoho Desk

Cloud-based help desk platform

4.5/5 (1,671 reviews)

Zoho Desk Features In Depth

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.

Competitor Feature Comparison

@mentions
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
Billing & Invoicing
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Chatbot
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Email Tracking
Employee Management
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
Billing & Invoicing
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Chatbot
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Email Tracking
Employee Management
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
Billing & Invoicing
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Chatbot
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Email Tracking
Employee Management
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


173 reviews

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


752 reviews

Zoho Desk Feature Reviews

25 reviewers had the following to say about Zoho Desk's features:

Colin M.

Zoho Desk - Fully Featured Helpdesk Solution for Internal or Public Facing Use

2019-01-25

The ability to delegate tasks and quickly identify and escalate any issues that are taking longer than usual to resolve helps to provide a good service internally and to meet SLAs with customers.

Pros

- Ease of use - Supports multiple ticket channels - web form, email, telephone, social media - Knowledgebase for self serve solutions - Integration with other Zoho modules - Reporting gives good visibility to support team performance for management

Cons

- Email branding caused some issues - Can take some time to configure correctly

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris W.

Excellent application to bring together a fully integrated helpdesk solution

2017-10-02

One stop shop for all our helpdesk needs rather than having to rely on multiple systems to manage contact with our clients.

Pros

Easy ticket management Integration between support channels - email, chat, phone and social media

Cons

It would be great to have a built in Zoho branded VOIP phone system rather than having to rely on other 3rd parties considering Zoho offers so many features already - seems strange this one is missing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rakesh D.

Excellent Product. value for money. The product even the free version help the start ups a long way.

2017-04-28

Our ticketing system got streamlined. The escalation handling was improved leaps and bounds.

Pros

Ease of use Agents management, Ticketing system, Account management Contact management Agentwise monitoring

Cons

Report generation is a big issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Tolga ¿.

the best help desk environment

2017-03-29

none of them good enough especially complete solutions. ticketing, chatting, task management, community and knowledge base applications are great, easy to use and full-customizable.

Pros

User-friendly, elastic, easy to use, customizable and fully integrated.

Cons

multi-language support is very confusing and hard to implement. integration with other tools (JIRA, Slack etc) is the only bad thing about them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Harry O.

Zoho desk creates a great solution to manage your request workflow.

2017-10-30

Cloud workflow system

Pros

Add company branding Access with email, phone, txt, and web.

Cons

Paying extra for reporting add-on.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Officer (Health, Wellness and Fitness company, 501-1000 employees)
Verified Reviewer

Zoho Desk is one of the best tool i have came across

2017-11-20

Pros

ease of management multiple channels has good Mobile App to use Zoho desk anywhere online knowledge-base is very helpful.

Cons

took long time to configure it. bulk ticket management is hard

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Read more
Syne C.

Tried ZoHo hoping to find something to replace our old support desk system. Turned out pretty good.

2017-10-02

systematic management of customer tickets as well as internal tasks.

Pros

They have almost everything that a support desk management system needs. The ticket system, help center, chat... are just so useful to us. almost all sections are customizable, this is also a very good point.

Cons

It would be better if this system could integrate more chatting systems into it so that every time a customer message comes in, what ever channel it is, the system could create a ticket automatically.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Abhishek D.

Easy to use but visibility of menus and options is not so great.

2017-06-01

account management. service request management reporting team accountability

Pros

Multi options and multitask capability.

Cons

Visibility of options.. Reports are very limited.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Drew F.

It's great!

2017-08-28

increased performance at work, better team response and a reporting feature for tickets thats second to none.

Pros

I really like the mobile app and the web interface is much better with ticket peek. Easy to manage as well!

Cons

portal sync on mobile for metadata is not something I wish to do, I'd rather it be a scheduled task behind the scenes

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Coordinador de tecnologías de la información ( company, 51-200 employees)
Verified Reviewer

Easy to use

2017-09-13

Pros

Clean Interface Easy to setup for entry level Reports OK out of the box Email integration Zoho reports escalation

Cons

Google integration but no Chrome extension for quick Incident notification. Ticket export dont have all ticket information

Rating breakdown

Ease of use
Features

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Read more
Neeraj M.

The platform is hosted online, allowing our agents to access data from anywhere and instantly.

2017-08-24

Helpdesk to my customers with chat & social connect.

Pros

Multi Brand Support is the primary feature which we are looking for other feature are CHAT and Multi SLA .

Cons

There are more templates, some friendly and we can modified, but not much. Dashboard Need some More tabs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sebastien F.

Very good soft with nice integration with CRM

2018-05-15

Integration with task management and collaboration tool, CRM, Support...

Pros

For example, you can chat with your team directly within Zoho Desk.

Cons

With the rest of Zoho apps, it´s not always easy to configure their integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tim S.

Well flushed out and very responsive. Great system for running multiple companies.

2017-12-18

Pros

Multi-brand knowledge bases and customer portals Easy to collaborate on tickets Very cool dashboard and management features

Cons

They have a manual time log entry, but that's not ideal for high-volume, fast closing tickets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Vineel V.

The tool is a one stop solution for all the information

2017-10-31

Pros

Reporting and the notification system.

Cons

Chat which is not user friendly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jordin W.

Very impressed with Zoho Desk's capabilities. Definitely on the top of list for customer support.

2017-05-01

Pros

Call center option, multi-brand help center, Live chat support, Zoho bug tracker integration to name a few.

Cons

A little complicated user interface to get started.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Eduardo G.

The best ticket app for businesses!

2019-07-24

Great for huge project management, you can connect with Zoho Analytics and get amazing reports.

Pros

You can add users letting different roles, having access to different projects, add tasks, subtasks, tasks lists, constant or repeating tasks and more.

Cons

The mobile app could be better adding more mobile integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Arun Prabhu S.

In simple words I would rather call it as a legendary advancement in service industry and business

2017-10-28

Simplified and indepth solution for team handling, performance monitoring, business management, account management, training, website management rather I would say its an universal business tool for business - customer service and service management

Pros

Integration of desk and CRM helps to obtain on time instant reports to understand the trend and focus points to enhance performance; this enables the entire organization's business to be more productive and every productive

Cons

Too many bridging sub-options and menu's which resembles similar in most of the application pages when I tried to change the desk name and site connections the entire desk and site found corrupted with error 404 "Page not found"

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Chaiwat J.

Easy to use

2017-06-27

Pros

Mobile Application is advantage 2. Alert by email and sms 3.

Cons

It is not easy to add customize field in some screen 2.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Dan M.

Exactly what we needed for our support desk.

2017-08-24

Ease of Ticket and support Management.

Pros

Has apps that make access easy on Mobile devices.

Cons

As a Managed Service Provider, it was difficult to categorize the tickets per client/account.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rohit G.

Best Customer Support & Ticket Management Tool

2017-05-11

Better Customer Service Accurate Performance Monitoring of Support Team

Pros

Wonderful UI & UX Ease of Use & Convenience Any Non-IT Person can also configure and setup the entire tool Super Easy and can go live in 2-3 hours with all the modules I love the way everything is integrated including 8 Channels for Creating Tickets Integration with IP Telephony SMS Integration Automation & Supervisor Tool I past 10 years I have evaluated and worked over all the famous Ticket Management tool but there is one or the other thing is missing but ZOHO Desk is something which has everything.

Cons

If you want to implement it in entire organization of sales/support & service staff of 300 for 1-to-1 client management relationship it becomes little expensive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Great tool that helps improve customer service.

2017-06-07

Pros

Since we started using Zoho Desk, our problem-solving follow-up tasks with our customers have improved greatly, our customers are satisfied when we deliver the activity report to evaluate our response times.

Cons

The mobile application for agents is very useful, however the user portal interface also requires a mobile application that allows the client to send tickets and access their history.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Leonardo N.

Zoho Desk is a good option for companies that needs an improvement in your IT help desk services.

2017-08-20

Zoho Desk helps to improve QoS for IT services.

Pros

Include portal for customers, chat integrated, knowledge base, and customizable reports.

Cons

Zoho desk could improve in some features: 1) workflow to represents kind of process in the incidents lyfecicle, 2) Ability to include complex functions as expressions in the columns of the reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Mauricio A.

Great product for TI departments looking any customer support software.

2018-04-13

-Add a better option for knowledge base and project management site.

Pros

-Integration between the knowledge base and the ticket system it's amazing.

Cons

-The user guide isn't very useful for new users. -Mobile app needs all the options available on the website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert C.

Zoho Desk enabled us to embed a fully fledged help desk in a short timeframe.

2017-06-19

It enabled us to quickly embed a specialist help desk and knowledge management tool within our software.

Pros

The live chat and community forum together with knowledge management makes it on of the top support desk software for ISV.

Cons

The authentication for single sign on for users when embedding Zoho Desk within our app with not available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Kristella D.

Complete solution for a customer service helpdesk

2017-05-14

Better customer service support and tracking of tickets More streamlined helpdesk process

Pros

Rich in features, an all-in-one solution for connecting with customers Integration with other Zoho products and social networks Provides a live chat and phone support system View all tickets at a glance Can create and assign tasks Can assign levels of priority on tickets and tasks Has a mobile application so you can take your customer service on the go Customizable to suit your business Flexible plans and provides a free plan for small businesses

Cons

Can be complicated to use with all the integrations and features it provides Needs better integration with a business's own support email

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more