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

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

1
Since last award

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

3
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

Multiple File Type Support

Role-Based Access

Reporting and Analytics

Social Features

Intelligent Search

Cataloging

Version Control

Bulk Actions

Workflow and Approval Management

Vendor Capability Ratings

Average 82

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Implementation

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Usability and Intuitiveness

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

Raghu M.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Professional customer support tool

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk is easy to integrate with other social media tool like WhatsApp and Messenger at no extra cost,

What is your favorite aspect of this product?

Zoho Desk is easy to use and to implement as it support multiple channels like Twitter, Facebook and Whatsapp at an affordable rate. The tool supports multiple agents at single license and, I like the user interface of Zoho Desk

What do you dislike most about this product?

Setting up a knowledgebase within Zoho Desk is hard as the tool takes a lot of time to verify DNS records to use the custom URL. It is also time consuming to modify ticket templates

What recommendations would you give to someone considering this product?

I would recommend the tool because it is pricey and does support omnichannel communication

Pros

Unique Features
Caring
Saves Time
Altruistic

Soumaya M.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Zoho desk is easy to implement and deploy

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

It supports multiple tools from one dashboard, you can have emails and all social media tools

What is your favorite aspect of this product?

Zoho desk does not cost a lot of money despite the fact that is comes with a lot of features including social media tools, and live chat + the knowledgebase system. Support team respond to questions on time and it is easy to configure and set the interactive chatbots within the zoho desk

What do you dislike most about this product?

I often get challenges while verifying our records for DNS when we need to use the custom URL for our knowledgebase and the SSL certificate provided on the tool expires faster yet installing it takes a lot of time and needs a lot of expertise

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool

Pros

Enables Productivity
Respectful
Altruistic
Generous Negotitation

Jackline C.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Easy to integrate the tool

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk is pricey and yet with more features like the live chat, social media integrations, knowledgebase system and a professional customer care team who are responsive to both technical and sales inquiry.

What is your favorite aspect of this product?

I like the tool because it is easy and simple to deploy and implements, it comes with ticket templates that can guide you on how to customize the tool to meet your requirements, I furthermore like the social media integrations which pulls on messages from different social media tools to one dashboard and hence helping me resolve questions faster.

What do you dislike most about this product?

The user interface of the tool needs a lot of improvement and the dark mode setting needs to be adjusted at the top bar for easy accessibility

What recommendations would you give to someone considering this product?

I would recommend the tool because it is easy to use and does not cost a lot of money like other ticketing and knowledgebase tool

Pros

Reliable
Inspires Innovation
Fair
Altruistic

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

Zoho Desk Ratings

88 Likeliness to Recommend

1 Since last award

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

3 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.

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

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

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.

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.

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.

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

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.

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.

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

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.

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.

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

Raghu M.

Professional customer support tool

Likeliness to Recommend

Pros

Soumaya M.

Zoho desk is easy to implement and deploy

Likeliness to Recommend

Pros

Jackline C.

Easy to integrate the tool

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

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Feature Ratings

Configurable Knowledge Repository

API Integration

Multiple File Type Support

Role-Based Access

Reporting and Analytics

Social Features

Intelligent Search

Cataloging

Version Control

Bulk Actions

Workflow and Approval Management

Vendor Capability Ratings

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Implementation

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Usability and Intuitiveness