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Zoho Desk description
Zoho Desk is a cloud-based customer service software designed to help businesses of all sizes manage customer interactions. It offers a suite of tools including phone, email, live chat, SMS text, and social media management, all within a single platform. Zoho Desk focuses on providing a comprehensive yet affordable solution, allowing businesses to streamline their customer service operations and improve customer satisfaction without breaking the bank.
Who is Zoho Desk best for
Zoho Desk is a great option for businesses seeking an affordable yet comprehensive customer service platform. Users praise its ease of use, robust features like the Knowledge Center for self-service, and seamless integration with other Zoho products. While some users desire more customization options and a longer trial period, Zoho Desk consistently receives positive feedback for its value and customer support.
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Zoho Desk is a good fit for small to medium businesses.
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Zoho Desk is a well-suited customer service solution for a wide range of industries, including Software/IT, Retail, and Healthcare.
Zoho Desk features
| Supported Zoho Desk allows creating and using canned responses. |
| Supported Zoho Desk provides unified multichannel customer support including email, chat, and social media. |
| Supported Zoho Desk enables organizing articles into categories and subcategories. |
| Supported Zoho Desk supports automated routing based on various criteria. |
| Supported Zoho Desk supports customizable reports via Zoho Analytics. |
| Supported Zoho Desk can generate reports on agent performance, including number of tickets handled, response times, and customer satisfaction. |
| Supported Zoho Desk offers robust ticketing features for efficient issue and request management. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Zoho Desk reviews
We've summarised 4578 Zoho Desk reviews (Zoho Desk Software Advice reviews, Zoho Desk GetApp reviews, Zoho Desk Capterra reviews and Zoho Desk G2 reviews) and summarised the main points below.
- Ease of use
- Excellent customer support
- The "Knowledge Center" is a great feature and allows clients to answer their own questions
- Seamless integrations with other Zoho products, like Zoho CRM and Zoho Forms
- Contact & Company name duplication while creating tickets by different agents
- Limited customization in certain sections for automatic messages
- Trial period should be 30 days and inactive days should not count towards the trial
- Custom domain is just a redirect, users should stay on our own domain
Zoho Desk pricing
The commentary is based on 597 reviews from Zoho Desk Capterra reviews, Zoho Desk G2 reviews, Zoho Desk GetApp reviews and Zoho Desk Software Advice reviews.
Zoho Desk is praised by users for its affordability, especially for small businesses, with many highlighting its rich features at a competitive price point. While some find higher-tier plans necessary for advanced functionalities, the free plan and flexible pricing options cater to diverse needs and budgets.
Users sentiment
Zoho Desk alternatives
Zendesk Support Suite
More suitable for larger businesses. Wider industry application. Pricier.
Email on Acid
Better for marketing and e-commerce. A good fit for small to medium businesses. It is growing slower and has less momentum.
Re:amaze
More focused on e-commerce and retail industries. It is growing slower than Zoho Desk.
Drag
More focused on comprehensive customer support within Gmail, unlike Zoho Desk's broader approach. It has a much lower price point, but users report it is growing slower and experiencing more negative pricing sentiment.
ClickUp
Better for task management and project planning. A better fit for companies of all sizes. It has more momentum. Higher rated by users.
Salesforce Service Cloud
Better for larger businesses and has more momentum. Provides a wider range of features and deeper integration with other business tools. However, it is known to be more expensive and potentially less intuitive.
Zoho Desk FAQ
What is Zoho Desk and what does Zoho Desk do?
Zoho Desk is a cloud-based customer service software designed for businesses of all sizes. It offers a suite of tools such as ticketing, live chat, phone, email, and social media management within a single platform. Zoho Desk helps streamline customer service operations, improve customer satisfaction, and manage customer interactions effectively.
How does Zoho Desk integrate with other tools?
Zoho Desk provides a range of integrations with other tools, including popular platforms like Google Workspace, Microsoft 365, and social media channels. It also seamlessly integrates within the Zoho product ecosystem for enhanced functionality.
What the main competitors of Zoho Desk?
Zoho Desk's main competitors include Zendesk Support Suite, Freshdesk, Help Scout, and Salesforce Service Cloud. These alternatives offer a range of customer service solutions, from comprehensive suites to more specialized tools, catering to diverse business needs and budgets.
Is Zoho Desk legit?
Zoho Desk is a legitimate and safe software choice. It's a popular platform known for its ease of use and robust features like its knowledge base and integrations with other Zoho products.
How much does Zoho Desk cost?
There is no pricing information available for Zoho Desk.
Is Zoho Desk customer service good?
Zoho Desk receives positive reviews for its helpful customer support. Users describe the support team as responsive and quick to offer assistance. Many find the platform easy to use and appreciate its seamless integration with other Zoho applications.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.