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4.5
/5
1.9K
Total features
158
16 categories
Zoho Desk features
Common features of Help Desk software
Tacho T.
Education Management, 1-10 employees
Used daily for 1-2 years
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A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report.
The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem.
I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM.
Ana A.
Banking, 10,001+ employees
Used daily for 1-2 years
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We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.
The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.
The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.
Emilio G.
Computer Software, self-employed
Used daily for 1-2 years
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In conclusion, Zoho Desk is a comprehensive and powerful customer service software that can help businesses streamline their communication and support efforts. The platform offers a wide range of features, including email, phone, and social media integration, as well as customizable ticketing and reporting capabilities. The software is user-friendly and efficient, allowing teams to quickly and easily respond to customer inquiries. However, it may have a steeper learning curve for new users and some features may need to be purchased separately. Overall, Zoho Desk is a strong option for businesses looking to improve their customer service operations.
Zoho Desk is a customer service software that streamlines communication and support for businesses. The platform offers a variety of tools to manage customer interactions, including email, phone, and social media integration. The software is intuitive and easy to use, allowing teams to quickly and efficiently respond to customer inquiries. The ticketing system is also highly customizable, allowing businesses to tailor it to their specific needs. Additionally, Zoho Desk offers a range of reporting and analytics features, which can help managers track performance and identify areas for improvement. Overall, Zoho Desk is a great choice for businesses looking for an efficient and user-friendly customer service solution.
One potential con of Zoho Desk is that the platform may have a steeper learning curve for new users compared to other customer service software. Some users may find the interface and navigation of the software to be overwhelming or difficult to navigate. Additionally, while Zoho Desk offers a wide range of features, some businesses may find that certain features they need are not included in the basic package and need to be purchased separately as add-ons.
Kalpana T.
Human Resources, 51-200 employees
Used daily for 6-12 months
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We have been trying Zoho Work area for quite a while and we can say that the underlying setup is easy to the point that in several hours your IT office will be working with this device. Before Zoho Work area, we utilized other help programming, yet the setup and revealing device needs a ton of design and backing from a specialist in the device, to get the maximum capacity, not at all like Zoho Work area which in couple of steps improves on the execution .
Zoho Desk can be customized as per business needs. It is a very effective tool to support sales support and tracking of sales, customer satisfaction and ongoing customer support
It is a good software and at present it has served our requirement
Mario L.
Telecommunications, 11-50 employees
Used daily for 1-2 years
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Zoho Desk offers a wide range of features for managing customer support, including ticketing, automation, and a knowledge base.The platform has a clean and intuitive interface that makes it easy for agents to manage and respond to tickets.It integrates well with other Zoho apps, such as CRM and SalesIQ, allowing for a seamless workflow.Zoho Desk offers a variety of customization options, including the ability to create custom forms and macros.It also offers multi-channel support (email, phone, chat, social media)
The platform can be a bit complex to set up and customize.The pricing can be a bit on the higher side, especially for larger teams.The mobile app could be improved.
Faith M.
Financial Services, 5,001-10,000 employees
Used daily for 2+ years
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Offers 24/7 customer support services thus fast to attend to customers tickets and technical issues.
Zoho Desk is the best online Help Desk solution that offers great customer services.I can easily engage with our customers using live chat feature.Zoho Desk also increases customer satisfaction as it ensure that they receive fast responses to their tickets.
Zoho Desk is a simple,intuitive,fast,secure and user-friendly Help Desk solution that performs excellently so as to suit all our needs and I don't have anything to complain.
Arif W.
Design, 1-10 employees
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Overall, Zoho Desk is a great option for businesses looking for a comprehensive customer service software that can be customized to fit their specific needs.
Zoho Desk is a customer service software that offers a wide range of features to help businesses manage customer interactions. It includes a built-in ticketing system, a knowledge base, and a customer self-service portal. The software is highly customizable and can be tailored to fit the unique needs of any business. The interface is intuitive and user-friendly, making it easy for agents to navigate and manage customer inquiries. Additionally, Zoho Desk offers robust reporting and analytics capabilities, allowing businesses to track and analyze customer interactions in real-time. The software also integrates with a variety of other Zoho products and third-party apps, such as Zoho CRM, to provide a seamless user experience.
too much ads variety of other Zoho products and third-party apps on free trial versions.
Verified reviewer
Used weekly for less than 6 months
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Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time . Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their...
Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs. We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate...
David H.
Semiconductors, 1,001-5,000 employees
Used daily for 1-2 years
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This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process.
It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors.
When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services.
Neha T.
Management Consulting, 10,001+ employees
Used daily for 2+ years
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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.
This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.
Joel B.
Real Estate, 51-200 employees
Used daily for 1-2 years
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Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.
Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.
Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is...
Jayash K.
Computer Software, 1-10 employees
Used daily for 2+ years
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Nice but not best just because of poor support.
The ability to upload Knowledge Base and have it sync to Sales IQ chat into our website chat bot, along with ASAP feature that helps in giving help documentation within the website, and also the ability to integrate WhatsApp support (beta),
Zoho Support, oh god they are too slow :-( in resolving a single query.
Shamyal A.
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Can be integrated with other CRM platforms and Can customize and design different features, apps, taps, fields and forms. Providing a customizable platform, this can be mutated whenever the need arises. Responsive website can detect and respond to device need as required, which means flexibility of mobile platforms is available and will provide ease to mobile operators. Role based user based and field level security available, which will allow the agent to choose and select who can see what aspects of the tickets and how. Round robin task allocation is also available which can direct a task to agents equally as task are received. Customizable knowledge base and distance learning options available which will reduce training time and allow users to train as they go.
Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets. The workflow is flexible and adjustable. Ticket assignment and delay escalation available. Allows for accountability for assigned tickets. And upward forwarding of task if it breaches the stipulated time limits. Multiple attachments can be added to each ticket, allowing for greater...
Nicholas R.
Computer Software, 11-50 employees
Used daily for 2+ years
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Organized information for supporting my customer and having their information on hand for any situation that might arise.
I use Zoho Desk every day of the week Mon-Fri on my desktop at work and the app on the weekends to monitor my queue. Overall, this is a solid ticketing system for support issues for my customers since we are an email driven company. It's very organized and is updating all the time that includes new features and performance increases.
One of the cons I have, is their support team is a bit on the slow side when it comes to responses. This could be that their policies way different then my companies but we least respond in under 24 hours. The other con is their ability to understand what you are trying to describe to them for help. Their forums are a better resource than their support email.
Blake F.
Information Technology and Services, 11-50 employees
Used daily for 1-2 years
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Fantastic, very happy with the product and the support.
The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.
There is very little that I dislike about the tool. The only think I would say could be improved would be to add a tech calendar built in.
Amar Singh Y.
Information Technology and Services, 1-10 employees
Used daily for 2+ years
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Great
This is one of trusted and having bunch of features to use this product. This is type of one stop software for many services
From my point of view price should be less cheaper
Verified reviewer
Logistics and Supply Chain, 51-200 employees
Used daily for 1-2 years
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After looking through a hundred or so integrated PPM, Project Management and Ticketing solutions, zoho scored best. They address most of our concerns out of the box.
would be great to push tasks to desk from project. A unifying view of both systems would make the solution more well rounded.
Alyssa J.
Hospital & Health Care, 10,001+ employees
Used daily for 1-2 years
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A single glance at this program was all it took to fix the ticketing problems we were facing. When we were looking for a new software, I was simply able to get the things I required and could display them to my team with no trouble at all.
As a ticketing system, Zoho Desk allows us to keep tabs on and respond to customers' questions about our bespoke goods, whether they reach out to us via email, phone, or in person. Although we have just begun to understand how the system works, we already have a good idea of how beneficial it will be after we have fully implemented it.
When it comes to cost, Zoho should be more transparent when incorporating additional tools like Zoho Assist. Although Zoho's huge amount of modules is a great asset, it would be even more helpful if there were a means to track the potential financial impact of implementing various configuration options.
Shivam G.
Staffing and Recruiting, self-employed
Used daily for 1-2 years
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Many highlights and various ways of communicating with potential client base. As a web engineer, coordinating it into my site was shockingly simple and smooth. We see a ton of potential for smoothing out our deals cycle decreasing information section errands while having the option to arrive at additional clients consistently, without the requirement for a meddlesome contact structure and call that a ton of the more youthful customers are staying away from in these business sectors.
There is no Work area application for Zoho Work area, a vital missing element. The alternate route symbol for Late things might have been set better, perhaps in the top header menu rather than in the footer. The footer menu should be more noticeable, as it is unrecognizable on more modest size screens.
The easy to use android and IOS applications are one of the most outstanding elements of Zoho Work area, which I like the most. Different highlights which I likewise respect are-It furnishes a basic gadget code with a couple of snaps once you choose to coordinate it with your site or application; you can undoubtedly follow your tickets in general and specialists from the dashboard interface; you can embed labels with each pass to bunch them into explicit classifications for examination and investigating.
Amit R.
Marketing and Advertising, 1-10 employees
Used daily for 2+ years
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Overall, I found the Zoho Desk user interface to be great. It's easy to navigate and create tickets, which saved me a lot of time and effort. I would highly recommend this product to anyone looking for a good ticketing system.
We were looking for a ticketing solution that could help us manage customer enquiries, document and collaborate communication, as well as track and resolve customer issues. Zoho Desk is the perfect solution for our customer success team. It's integration with other Zoho products such as Contacts and Calendar, has really streamlined how we interact with our customers. Zoho Desk has a huge list of features, making it very configurable to our specific business needs. The price is very competitive, making it an excellent value.
It can be frustrating when we can't find the right functionality or how to implement it, so it would be helpful if advanced features were more accessible or if there were tips on how to use them. However, sometimes companies choose to only make these available at higher pricing tiers.
Sarah H.
Information Technology and Services, 10,001+ employees
Used daily for 2+ years
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Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.
Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.
If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.
Liza C.
Renewables & Environment, 501-1,000 employees
Used daily for 1-2 years
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In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.
Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able...
I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.
Umang B.
Nonprofit Organization Management, 51-200 employees
Used daily for 1-2 years
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Great - and their customer service is great as well.
We got this software after using another vendor for about two years. During that time we learned what our needs were and had Zoho Desk on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB) + KB easily integrates into tickets + Tickets can be handled by multiple departments and permissions can be restricted to those departments + Single Sign On (SSO) integration...
It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again.
Dan H.
Renewables & Environment, 51-200 employees
Used daily for 2+ years
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An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash.
It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics.
The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers.
Kurapati S.
Staffing and Recruiting, 51-200 employees
Used daily for 2+ years
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We may use Zoho Desk to solve and track concerns brought by our members. This feature emphasises the member experience by allowing them to trace the concerns they raised through the helpdesk environment. Before this technology, our internal communication and customer service channels were a shambles. We now have a centralised ticketing system that produces automatic ticket numbers, and our customers are kept up to speed on our progress through the Resolution and Time Entry choices.
The most useful feature is the helpdesk and chat function, which allows us to engage with our customers in real-time. All of the agents' visibility, ticket status, and ticket submission page are excellent. The Contacts field allows us to add and update customer information, making it a comprehensive system for client management. Unlike some other mobile app solutions, it delivers push alerts when a new ticket is received. Its benefit is that it displays the entire ticket history. At the same time, I can generate requests fast. You may also automate and define rules for many of your chores. Simple to use, and the customer support website allows you to quickly build a FAQ and an article.
One thing I didn't enjoy about the mobile app was that you couldn't turn off alerts for particular sorts of tickets. When merging a request, it throws an error as if it had a timer and does not merge. We aim to give it another shot because, in addition to the fundamental helpdesk responsibilities, it would be a critical component to increasing service efficiency.