Zoho

Zoho Desk

8.7 /10

What is Zoho Desk?

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

Company Details

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Awards & Recognition

Zoho Desk won the following awards in the Knowledge Management category

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1 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2023

0 Top Rated Capabilities

3 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Product Impact
Conflict Resolution

2022

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.

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+92 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

Acts with Integrity
Effective Service
Saves Time
Enables Productivity

Feature Ratings

Average 84

Configurable Knowledge Repository

API Integration

Role-Based Access

Multiple File Type Support

Reporting and Analytics

Social Features

Intelligent Search

Cataloging

Version Control

Bulk Actions

Workflow and Approval Management

Vendor Capability Ratings

Average 82

Business Value Created

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Vendor Support

Quality of Features

Usability and Intuitiveness

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Midmarket

Score 8.9

View Zoho Desk in this category (opens in a new tab)

Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Ajeet K.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Easy to implement and to configure

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho desk has Zia chatbot powered by AI which makes it easy to responds to customers questions even when the agents are offline. This is so unique because the chatbot can even use external resources to resolve customer's questions.

What is your favorite aspect of this product?

I like the domain mapping where it is helping us to offer custom support knowledgebase on our custom URL. Also I like the instant provision of SSL certificate which does not come at an extra cost and yet it takes longer to expire.

What do you dislike most about this product?

The sandbox environment for this tool is still in Beta as it does not work as expected and also setting up the testing environment is time consuming

What recommendations would you give to someone considering this product?

Yes, I would recommend this tool because it is affordable and easy to understand

Pros

Helps Innovate
Reliable
Trustworthy
Inspires Innovation

Vaibhav M.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Zoho desk is a professional communication tool

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

It has Google business integrations where you can easily respond to client's questions even when they contact you through Google business profiles and also the tool has the AI enabled for easier creation of resolutions

What is your favorite aspect of this product?

I like the easy ways of integrating the tool with custom URL and business emails which does only require verifying the records and adding few SMTP integrations. Also the pricing of the tool is cheap and reliable one hence does not cost the ROI of the business. User interface is easy and user friendly

What do you dislike most about this product?

Integrating the tool without WhatSapp is charged independently hence making the tool more expensive for smaller businesses if you need to use all the modules of the software.

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is easy and secure to manage omnichannel business support

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Effective Service

Rajat R.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Zoho Desk delights

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

It has all the omnichannel integrations from one dashboard. You can easily integrate the tool with WhatsApp, FaceBook, Messenger, Twitter and also the tool comes with a good fair pricing compared to other tools that I have evaluated.

What is your favorite aspect of this product?

I like the simplicity of integrating the tool with the custom URL where it is easy to add the CNAME records and verify them in case you need to use the custom URL for support system and knowledgebase. Also I like the integration of the tool with WhatsApp to offer omnichannel support right from the tool

What do you dislike most about this product?

The rating feature needs a lot of improvement because it is hard to configure and deploy, sometimes the automation fails to send rating feature even when you mark the client's case as solved so that the trigger can work, it could fail to work until when you contact support team who then do not respond to questions on time.

What recommendations would you give to someone considering this product?

Yes, I would recommend ZOHO DESK because it is pricey and comes with good social media integrations for omnichannel support.

Pros

Unique Features
Inspires Innovation
Continually Improving Product
Reliable

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

Zoho Desk Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love Zoho Desk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Version Control Tracking of document versions with each iteration of document changes.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Customer Service - Midmarket

Zoho Desk Screenshots

IM console 1

GC Widget customization with data

Zoho Desk Videos

People and the Story: The all-new Zoho Desk

Zoho Desk Reviews

Ajeet K.

Easy to implement and to configure

Likeliness to Recommend

Pros

Vaibhav M.

Zoho desk is a professional communication tool

Likeliness to Recommend

Pros

Rajat R.

Zoho Desk delights

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Configurable Knowledge Repository

API Integration

Role-Based Access

Multiple File Type Support

Reporting and Analytics

Social Features

Intelligent Search

Cataloging

Version Control

Bulk Actions

Workflow and Approval Management

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Vendor Support

Quality of Features

Usability and Intuitiveness

Ease of Customization

Product Strategy and Rate of Improvement