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Zoho Desk Logo
Zoho Desk
Streamlined Customer Support Solutions
4.4
(5,205)
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Zoho Desk Reviews & Product Details

Zoho Desk Overview
What is Zoho Desk?

Zoho Desk is a longstanding name in its category that offers feature rich automation tools that help make your agents job easier and more efficient. One of their most lauded features includes an AI assistant that can identity repeated keywords and opinions in customers’ text to analyze customer mood and sentiment. Such smart solutions are coupled with auto-tags for tickets. You can also send automated notifications concerning ticket progress, assign tickets to specific agents, and update records via the platform.

Company Zoho Corporation
Year founded 2000
Company size 10,001+ employees
Headquarters Chennai, Tamil Nadu
Social Media
Zoho Desk Categories on Findstack
Ask Questions about Zoho Desk
What Zoho Desk is best for?
How does Zoho Desk compare to Gorgias?
What are the pros and cons of Zoho Desk?
Zoho Desk Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Zoho Desk Pros and Cons
Pros
  • There are plenty of reporting features that provide customer insights and agent performance data
  • A range of templates are available to help you respond to customers quickly and effectively
  • You get real-time insights into support operations
  • There’s a good free plan for new users
Cons
  • The wealth of features on offer can make it harder for beginners to pick up the software.
Zoho Desk Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Zoho Desk Media
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Zoho Desk Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: October 15, 2024
Zoho Desk Logo
5,205 Zoho Desk Reviews
4.4 out of 5
Small Business (50 or fewer emp.)
Oct 23, 2023
 Source
Overall Rating:
5.0
FK
Faiz K.
Founder
Share
"One stop platform for ticketing system"
What do you like best about Zoho Desk?

Features that we likes are: Robust Ticketing System Custom Notification System Multi-channel Support

What do you dislike about Zoho Desk?

Dashboard analytics has some restriction

What problems is Zoho Desk solving and how is that benefiting you?

The main problem that we were facing was to maintain a single place for all of our customer queries and that is solved by robust ticketing system of Zoho Desk.

Mid Market (51-1000 emp.)
Oct 19, 2023
 Source
Overall Rating:
5.0
VS
Vipul S.
Founder
Share
"One of the best tool"
What do you like best about Zoho Desk?

Ease of use. Simple things which makes great differnece in our daily activities. Handling tickets with so much ease and very cost effective for amy company. Integration is smooth with other platforms as well.Support is promt whenever needed.

What do you dislike about Zoho Desk?

Nothing as of now. Will let you know if something pops up

What problems is Zoho Desk solving and how is that benefiting you?

The ease of routing tickets to agents as per our product categories.

Small Business (50 or fewer emp.)
Oct 16, 2023
 Source
Overall Rating:
5.0
JR
Josue R.
Founder
Share
"Super intuitive and customizable!"
What do you like best about Zoho Desk?

I enjoy how easy it to navigte zoho and make changes without having to guess what each option does. It makes it extremely easy to jump in heads first and get something runing. This allows easy intergration of pre-exisiting ideas and create a great customer support expereince.

What do you dislike about Zoho Desk?

I feel like there isnt enough tutorial videos explaining in depth higher level options zoho is camplable of.

What problems is Zoho Desk solving and how is that benefiting you?

Creating a singular point to funle issues and allows me to keep track of status.

Small Business (50 or fewer emp.)
Oct 12, 2023
 Source
Overall Rating:
5.0
ED
Emilio D.
Founder
Share
"Excellent"
What do you like best about Zoho Desk?

Excellent tool, very easy to use and work with it

What do you dislike about Zoho Desk?

nothing, everything works really really good

What problems is Zoho Desk solving and how is that benefiting you?

Our internal service desk

Small Business (50 or fewer emp.)
Oct 11, 2023
 Source
Overall Rating:
5.0
JB
Josh Clarence B.
Founder
Share
"Amazing piece of software and really nice support teams."
What do you like best about Zoho Desk?

The most helpful thing in Zoho is their automation features, They make our lives and ticket management amazing. Implementation was a breeze and the customer support features are robust

What do you dislike about Zoho Desk?

None really, We use it in a regular basis already.

What problems is Zoho Desk solving and how is that benefiting you?

Support and Ticketting.

Small Business (50 or fewer emp.)
Oct 10, 2023
 Source
Overall Rating:
5.0
AH
Aung H.
Founder
Share
"Great software"
What do you like best about Zoho Desk?

Improve my customers to open case or get support IM channels

What do you dislike about Zoho Desk?

Not much at the moment. It would be good if lower price per user.

What problems is Zoho Desk solving and how is that benefiting you?

Improving customer service and support ticket managing

Small Business (50 or fewer emp.)
Oct 10, 2023
 Source
Overall Rating:
5.0
Alejandro D. avatar
Alejandro D.
Founder
Share
"Agiliza todos los procesos entre Equipos"
What do you like best about Zoho Desk?

Tableros de indicadores y conectividad con otras plataformas y productos

What do you dislike about Zoho Desk?

Tiene tantas funcionalidades que uno tiende a perderese en ese mar de oportunidades

What problems is Zoho Desk solving and how is that benefiting you?

Orden en la recepción de ticket y costos

Small Business (50 or fewer emp.)
Oct 09, 2023
 Source
Overall Rating:
5.0
LR
Luis R.
Founder
Share
"Long time coming testing all zoho apps. Zoho Desk is very important for MSP services!"
What do you like best about Zoho Desk?

Support differet languajes and offer many support for to begin and settings

What do you dislike about Zoho Desk?

Zoho Desk can have in the future stronger security and vulnerability choices and stronger remote system intehrated

What problems is Zoho Desk solving and how is that benefiting you?

Customer support, then centralize it's

Mid Market (51-1000 emp.)
Oct 05, 2023
 Source
Overall Rating:
5.0
NN
Noreply N.
Founder
Share
"Excellent IT Helpdesk Tickets System"
What do you like best about Zoho Desk?

The ease of addding tickets and the Iterface is extremly user friendly and clean

What do you dislike about Zoho Desk?

Not found a downside to it yet. Everythign looks to be well designed and the features and functionlity are plenty

What problems is Zoho Desk solving and how is that benefiting you?

It helps us keep track of issues raised by our users It helps us track the resoltuion time It helps us track the solutions for the issues Good reporting options

Small Business (50 or fewer emp.)
Oct 05, 2023
 Source
Overall Rating:
5.0
VK
Vinod K.
Founder
Share
"Fit for all industry types"
What do you like best about Zoho Desk?

Documentation, Convenience of use, Features, Ease of Integration

What do you dislike about Zoho Desk?

I find all the required features and support in Zoho Desk

What problems is Zoho Desk solving and how is that benefiting you?

Automating the ticketing system which was earlier through emails

Small Business (50 or fewer emp.)
Oct 04, 2023
 Source
Overall Rating:
5.0
KV
Karthik V.
Founder
Share
"Zoho Desk: A Seamless User Experience"
What do you like best about Zoho Desk?

Zoho desk seamlessly integrates multiple channels, ensuring that no customer query goes unnoticed

What do you dislike about Zoho Desk?

No significant shortcomings compared to other platforms

What problems is Zoho Desk solving and how is that benefiting you?

Unified Customer Communication, Automated Ticketing are the main 2 features that we use, we where doing this manually before

Mid Market (51-1000 emp.)
Oct 04, 2023
 Source
Overall Rating:
5.0
BC
Bruno C.
Founder
Share
"Process de gestion des tickets efficace"
What do you like best about Zoho Desk?

Interface, formulaires, workflow de gestion des tockets, base de connaissance

What do you dislike about Zoho Desk?

Manque une gestion du parc matériel en lien avec les tickets support incidents techniques

What problems is Zoho Desk solving and how is that benefiting you?

Apporter plus de fonctionnalités que notre plateforme actuelle (GLPI)

Small Business (50 or fewer emp.)
Oct 02, 2023
 Source
Overall Rating:
5.0
EA
Emiliano A.
Founder
Share
"Easy to learn with great functionality."
What do you like best about Zoho Desk?

The ease of use, it's simple to understand how to do things and get others to understand how to use it.

What do you dislike about Zoho Desk?

I wish there where a bit more functionality with the social media integrations, for example being able to auto-create tickets from a post comment would be perfect.

What problems is Zoho Desk solving and how is that benefiting you?

It makes it a lot easier to filter out the messages that we need to urgently answer from the others, and have them all in an easily viewable place.

Small Business (50 or fewer emp.)
Oct 02, 2023
 Source
Overall Rating:
5.0
AS
Andre S.
Founder
Share
"Zoho Desk has been great"
What do you like best about Zoho Desk?

Its very comprehensive. There are tools for our service desk team and well as for providing selfhelp feedback to customers.

What do you dislike about Zoho Desk?

This tool was just what we needed and fits well with our team.

What problems is Zoho Desk solving and how is that benefiting you?

Customers are able to reach out with issues, questions and recommendations. Zoho Desk allows us to track and share submissions from our customers. Additionally, we create and publish articles for our customer knowledge base and Zoho Desk makes it easy to update and share these.

Small Business (50 or fewer emp.)
Oct 02, 2023
 Source
Overall Rating:
5.0
PB
Pratik B.
Founder
Share
"Best product for IT ticketing"
What do you like best about Zoho Desk?

Easy to use Ease of Implementation Ease of Integration

What do you dislike about Zoho Desk?

Less customer support Complex settings Need to have tech knowledge about ITSM

What problems is Zoho Desk solving and how is that benefiting you?

Zohodesk is automating customer issues and work done to resolve it.

Small Business (50 or fewer emp.)
Sep 30, 2023
 Source
Overall Rating:
5.0
AO
Angely O.
Founder
Share
"great service"
What do you like best about Zoho Desk?

it provides efficiency when working with clients

What do you dislike about Zoho Desk?

nothing at the moment. I think it's perfect for what we want to do.

What problems is Zoho Desk solving and how is that benefiting you?

we use it to solve our helpdesk issues .

Small Business (50 or fewer emp.)
Sep 27, 2023
 Source
Overall Rating:
5.0
KE
Kimberly E.
Founder
Share
"We Love ZOho"
What do you like best about Zoho Desk?

We like the ease of use, customer support, and number of features.

What do you dislike about Zoho Desk?

There is nothing that we dislike. We feel like zoho is so robust that it offers everything we need to power our business.

What problems is Zoho Desk solving and how is that benefiting you?

Zoho desk is allowing me to communicate with my customers in real time as well as provide them a detailed knowledge base.

Small Business (50 or fewer emp.)
Sep 26, 2023
 Source
Overall Rating:
5.0
BB
Brad B.
Founder
Share
"Does everything we need and more!"
What do you like best about Zoho Desk?

Integration with calendars to agents can never miss a ticket or appointment!

What do you dislike about Zoho Desk?

To be honest we dont have any at this point.

What problems is Zoho Desk solving and how is that benefiting you?

Customer SLA management

Mid Market (51-1000 emp.)
Sep 22, 2023
 Source
Overall Rating:
5.0
BE
Bill E.
Founder
Share
"Zoho desk is great for keeping my work orders separate from my email."
What do you like best about Zoho Desk?

The organization and ability to separate tasks

What do you dislike about Zoho Desk?

A few hiccups with return email to people who put in a ticket.

What problems is Zoho Desk solving and how is that benefiting you?

Organization of work orders

Small Business (50 or fewer emp.)
Sep 21, 2023
 Source
Overall Rating:
5.0
SK
San K.
Founder
Share
"Very versatile and could be used for various situation"
What do you like best about Zoho Desk?

The software is very flexible and customizable. We have compared with various tools, but looks the best.

What do you dislike about Zoho Desk?

Would be nice a set up consultant can support set up the account/procedure and etc.

What problems is Zoho Desk solving and how is that benefiting you?

Consolidates the communicaiton in one platform, and make traking easier.

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