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Zoho

Zoho Desk

Composite Score

8.8 /10

CX Score

9.1 /10

59 Reviews Write a Review

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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 Knowledge Management category

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2025 Data Quadrant Champion

Latest Award, 2025

2024 Data Quadrant Champion

2024

1 Top Rated Capabilities

1 Top Rated Features

2023

Strategy and Innovation
Contract Negotiation

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.

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.

87 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

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.

+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?

4% Negative

6% Neutral

90% Positive

Pros

Saves Time
Trustworthy
Acts with Integrity
Effective Service

Feature Ratings

Average 84

Configurable Knowledge Repository

Role-Based Access

Cataloging

Bulk Actions

Multiple File Type Support

Intelligent Search

Reporting and Analytics

API Integration

Workflow and Approval Management

Rich Text Editor

Social Features

Vendor Capability Ratings

Average 82

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Also Featured in...

Customer Service - Enterprise

Score 8.6

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Customer Service - Midmarket

Score 8.6

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Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Emmy H.

Role: C-Level
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2025

It is affordable and scalable

Likeliness to Recommend

7 /10

What differentiates Zoho Desk from other similar products?

Has the SLA rule and ticket auto responses that notifies the users whenever they open a ticket

What is your favorite aspect of this product?

I like the live chat integration which is integrated in the solution to provide both ticketing and live chat support

What do you dislike most about this product?

The cost of Zoho desk and customer support both needs improvement

What recommendations would you give to someone considering this product?

I would recommend the tool

Pros

Enables Productivity
Trustworthy
Respectful
Fair

Kiiza C.

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

Validated Review

Verified Reviewer

Submitted Sep 2025

Easy to use and deploy

Likeliness to Recommend

7 /10

What differentiates Zoho Desk from other similar products?

Ticket automations and rules

What is your favorite aspect of this product?

Easy to deploy and to create support departments

What do you dislike most about this product?

Cost is expensive since it charged per user per month

What recommendations would you give to someone considering this product?

I would recommend it

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Effective Service

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

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2024 Data Quadrant Champion

2022 Emotional Footprint Champion

Zoho Desk Ratings

87 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.

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

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

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

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

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

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

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.

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

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

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

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.

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.

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.

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

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 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.

Also Featured in...

Customer Service - Enterprise

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

Emmy H.

It is affordable and scalable

Likeliness to Recommend

Pros

Kiiza C.

Easy to use and deploy

Likeliness to Recommend

Pros

Francesco I.

Zoho Desk Has Excellent Capabilities

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

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Guru

KnowledgeOwl

1
Since last award

Feature Ratings

Configurable Knowledge Repository

Role-Based Access

Cataloging

Bulk Actions

Multiple File Type Support

Intelligent Search

Reporting and Analytics

API Integration

Workflow and Approval Management

Rich Text Editor

Social Features

Vendor Capability Ratings

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support