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Zoho Desk Logo Award Winner Product Badge
Zoho

Zoho Desk

Composite Score
8.9 /10
CX Score
9.2 /10
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Category
Zoho Desk
8.9 /10

What is Zoho Desk?

Zoho Desk's knowledge management software is known for the built-in setup of a customizable multi-brand help center and a multi-lingual Knowledge Base. It serves as a platform to manage and share knowledge online in a way that is beneficial for both customers and businesses.

Company Details

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Awards & Recognition

Zoho Desk won the following awards in the Customer Service - Midmarket category

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Zoho Desk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zoho Desk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

90 Likeliness to Recommend

99 Plan to Renew

85 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+94 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zoho Desk?

2% Negative
5% Neutral
93% Positive

Pros

  • Reliable
  • Trustworthy
  • Client Friendly Policies
  • Fair

Feature Ratings

Average 82

Customer Service Workflow Management

85

Customer Community Management

84

Intelligent Search

84

Customer Service Knowledge Management

83

Multi Channel Support

82

Analytics and Reporting

82

Contact Center Integration

81

Customer Self Service Capabilities

81

Mobile Customer Care

78

Vendor Capability Ratings

Average 81

Quality of Features

85

Business Value Created

85

Breadth of Features

84

Usability and Intuitiveness

83

Product Strategy and Rate of Improvement

82

Ease of Implementation

81

Ease of Data Integration

81

Ease of Customization

80

Ease of IT Administration

79

Availability and Quality of Training

78

Vendor Support

77

Zoho Desk Reviews

Francesco I.

  • Role: Operations
  • Industry: Communications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2024

Zoho Desk Has Excellent Capabilities

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

The features of Zoho Desk are super amazing and powerful to implement.

What is your favorite aspect of this product?

Zoho Desk Is powerful and reliable to use. It works so well for us.

What do you dislike most about this product?

I do not dislike Zoho Desk at all. It is so impressive.

What recommendations would you give to someone considering this product?

I highly recommend Zoho Desk.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Trustworthy

Simon B.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Oct 2024

Fantastic and intuitive!

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Ease of integration and reporting is very complete

What is your favorite aspect of this product?

Automations make the tool very flexible.

What do you dislike most about this product?

the limited rating system.

What recommendations would you give to someone considering this product?

If you are looking for an efficient support tool, Zoho Desk is the way to go!

Pros

  • Helps Innovate
  • Reliable
  • Efficient Service
  • Generous Negotitation

Rohit Kumar G.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2024

Fantastic product, but more features can be added

Likeliness to Recommend

7 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk stands out with its comprehensive integration across Zoho's ecosystem, AI driven insight, automation features and customisable workflow. It's very easy to use and provide a platform to create insights using the statistics data.

What is your favorite aspect of this product?

My favourite aspects about Zoho is it's provides AI driven Insight, easy integration with different applications, Centralized approch, and easy manage and track projects.

What do you dislike most about this product?

It is difficult for a new user and training required to work on this platform. It takes time to create customisable workflow and insights.

What recommendations would you give to someone considering this product?

learning is must if someone wants to work on zoho. There are many in built features that should be explored first. Practice how to integrate zoho with different applications.

Pros

  • Inspires Innovation
  • Altruistic
  • Reliable
  • Performance Enhancing

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