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 8.8

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

Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Praveena P.

Role: Sales Marketing
Industry: Engineering
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2024

Fantastic product

Likeliness to Recommend

8 /10

What is your favorite aspect of this product?

Zoho Desk allows businesses to collect feedback through customer satisfaction surveys. This feature helps organizations gauge customer satisfaction levels and identify areas for improvement.

What do you dislike most about this product?

The chosen plan and features can accommodate your current and future needs that's hard.

What recommendations would you give to someone considering this product?

automation, reporting, and integrations.

Pros

Reliable
Effective Service
Respectful
Fair

Role: Information Technology
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jan 2024

User friendly Distinguished features

Likeliness to Recommend

10 /10

Pros

Continually Improving Product
Reliable
Enables Productivity
Unique Features

Omnia H.

Role: C-Level
Industry: Transportation
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2024

Effective, flexible feature, with affordable price

Likeliness to Recommend

8 /10

What differentiates Zoho Desk from other similar products?

That it's flexible, provide customized plans, and what's best that you can pay in your local currency which is very suitable for small business that would like to pay in their local currency not USD

What is your favorite aspect of this product?

It's almost the only solution that gathers all my requirements in one place with a reasonable cost, as my team interacts with users over social media it was challenging to find a solution that gathers all the social media accounts plus chats and emails as most the social media solutions were only dedicated to managing social media channels from marketing and publishing perspective, not social media customer service interactions

What do you dislike most about this product?

Interface, I wish it provided a more user-friendly interface and customized views where the agent can see the tickets and the content in the same window also hope it could provide the JIFS and EMOJIS on replying to social media channels like Zoho Social

What recommendations would you give to someone considering this product?

Take all the time you need during the trial period and test every single integration and function, they are providing a very generous free trial with the possibility of extending it without any cost so make sure to make the best benefit from it

Pros

Effective Service
Saves Time
Client Friendly Policies
Performance Enhancing

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

Praveena P.

Fantastic product

Likeliness to Recommend

Pros

User friendly Distinguished features

Likeliness to Recommend

Pros

Omnia H.

Effective, flexible feature, with affordable price

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

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KnowledgeOwl

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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