Zoho Desk Features

Zoho Desk

Cloud-based help desk platform

4.5/5 (1,620 reviews)

Zoho Desk Feature Summary

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

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 Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony Integration
Configurable Workflow
Contact History
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Migration
Disaster Recovery
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Graphical Workflow Editor
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Issue Management
Issue Tracking
Knowledge Base Management
Lead Distribution
Lead Nurturing
Loyalty Program
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Request Assignment
Request Routing
Role Management
Role-Based Permissions
Rules-Based Workflow
SEO Management
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Web Forms
Widgets
Workflow Management
Learn moreCompare App
@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony Integration
Configurable Workflow
Contact History
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Migration
Disaster Recovery
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Graphical Workflow Editor
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Issue Management
Issue Tracking
Knowledge Base Management
Lead Distribution
Lead Nurturing
Loyalty Program
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Request Assignment
Request Routing
Role Management
Role-Based Permissions
Rules-Based Workflow
SEO Management
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony Integration
Configurable Workflow
Contact History
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Migration
Disaster Recovery
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Graphical Workflow Editor
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Issue Management
Issue Tracking
Knowledge Base Management
Lead Distribution
Lead Nurturing
Loyalty Program
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Request Assignment
Request Routing
Role Management
Role-Based Permissions
Rules-Based Workflow
SEO Management
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


53 reviews

Requires iOS 9.1 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


467 reviews

Zoho Desk Feature Reviews

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

Colin McNicol

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 Walton

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 Das

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
Laurens van Dam

ZoHo Desk is easy to use and completes our Customer Support

2017-04-13

We have tried several desk solutions but most of them lacked the possibility to intergate into our ZoHo CRM sytem and offered not so much customizable solutions such as reports.

Pros

- Easy to customize and to use - Many ways of reporting - Workflows contribute to Quality Management systems - Integration with ZoHo CRM system

Cons

Price: it's not cheap but then again you gain a lot of efficiency in both customer support as your commercial activities.

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
Tolga ¿en

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
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
Arun Prabhu Surulivel

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
Syne Chow

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
Lakshminarayana Sharma R

User friendly application. Flexible to use

2017-06-22

Help Desk integration with my own web Application for generating Ticket status .

Pros

Automatic ticket Generation by Chat and widget Forms.

Cons

Import/ Export files. Social Media Connectivity.

Rating breakdown

Value for money
Ease of use
Features

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Sebastien Favier

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
Axel Pasqualini

Great tool to manage multiple client support

2017-07-19

Pros

Multi-user Customisable customer portal Email integration Domain Mapping Zoho customer support for SSL setup

Cons

There is not 2-way Gmail/email automatic sync like Pipedrive does The cost to add Multi-brand Help Center feature is a bit high

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
Jessa Patawaran

user friendly interface

2018-06-22

Daily monitoring and administration of ticketing system.

Pros

I find it really cool, that makes me think less of the work those ticket requires LOL and i really find it easy to use

Cons

I think the least I like about this software is that we need to integrate another app (zoho reports) to get detailed awesome reports

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rohit Gadia

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
Mauricio Arias

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
Thiago Zampieri

Solves our needs

2017-07-05

Controller my tickets and support with my customers

Pros

Good multi-plataform, ease of use, centralizes communication, think design, happy answers and integration to Zoho CRM

Cons

perfect solution for our objects, if possible say anything against, it would be the time allowed to use for free

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
(Marketing and Advertising company, 11-50 employees)

A good base for helpdesk ticketing and knowledge base

2018-09-21

Pros

+ Ability to customise emails sent by the system when tickets are created/updated/closed + Integration into the knowledge base and quick links to tickets + Customer Portal is relatively easy to set up

Cons

- System notifications come from a @zoho address, which cannot be easily changed - Whilst there is a lot of functionality, the design and interface is a little dated.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
George Kirienko

Very easy and very efficient system. The combination of ease of use and wide functionality

2017-07-13

Wide functionality Ease of use User friendly and intuitive interface Affordable price

Pros

It is very good to have an ability to set up workflow rules, notifications, layouts, macro, etc.

Cons

There is no calendar for activities

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 Schliewe

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
Chris Jo

Easy to get up and running, pretty cool with paid plan

2017-07-19

Ease of management of partner support with the free portal combined with CRM data.

Pros

* Portal for users is free * Easy to create knowledge base for the portal

Cons

When we call for CRM we always get someone, when we call for Desk, we wait on hold and usually do not get a call back for multiple days.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

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
Bruce McDilda

My first ten days on Zoho using Desk to track Dispatch Requests for field service.

2018-01-10

Simple setup and highly customizable modules allowing for the very granular creation of feature sets.

Pros

Support for the sales team has been very good with an immediate contact both email and phone to indicate their interest in getting us up and running.

Cons

There is API access if you want to code your own or use third-party middleware such as Zapier to connect but I have not created an integration yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Tran Tu Hien

Verified Reviewer

Working business workflow on Zoho Desk

2017-04-13

Pros

It's can apply some process about request & incident management. That will be greater if Zoho Desk have funtion control about Change & Problem Management.

Cons

- Can't set up multi template mapping with orther processes - Don't have business rule which working with ticket be send by email - Not integration with Zoho Inventory Management

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Kristella Dy

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
Abhishek Dubey

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
Nitika Tandon

Zoho desk is user friendly and easy to use

2017-07-28

The reports and dashboards are customizable. It integrates perfectly to email and asterix and also handles ticketing very well.

Pros

It integrates perfectly to email and asterix and also handles ticketing very well.

Cons

It's a little bit limited and It may outgrow it eventually. Should allow for additional customization on the customer and account tabs to display data from external sources.

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