Zoho Desk Logo Award Winner Product Badge
Zoho Desk Logo Award Winner Product Badge
Zoho

Zoho Desk

8.8 / 10
Category
Zoho Desk
8.8 / 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 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.

89 Likeliness to Recommend

1
Since last award

99 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+93 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?

0% Negative
5% Neutral
95% Positive

Pros

  • Reliable
  • Trustworthy
  • Client Friendly Policies
  • Fair

Feature Ratings

Average 83

Customer Service Workflow Management

86

Customer Community Management

85

Customer Service Knowledge Management

84

Intelligent Search

84

Multi Channel Support

82

Contact Center Integration

82

Analytics and Reporting

82

Customer Self Service Capabilities

81

Mobile Customer Care

78

Vendor Capability Ratings

Average 81

Breadth of Features

95

Availability and Quality of Training

94

Ease of Implementation

93

Ease of IT Administration

93

Quality of Features

93

Ease of Data Integration

92

Vendor Support

92

Usability and Intuitiveness

91

Business Value Created

90

Ease of Customization

90

Product Strategy and Rate of Improvement

90

Zoho Desk Reviews

Miguel N.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Great product with good capabilities

Likeliness to Recommend

8 / 10

What differentiates Zoho Desk from other similar products?

Zoho has many capabilities that are unice such as a blueprint that is even more complex than a worflow but it does different this, also the agent workload assign is quite helpful

What is your favorite aspect of this product?

SLA's workflow's and portal.

What do you dislike most about this product?

alot of the features are hidden behing a pay wall, I get it but something you can't even try them to test the use case for your company.

What recommendations would you give to someone considering this product?

I think that you will have to read a lot of reviews because of the paid walls, but the product is overal great.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Teo D.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2024

Help center

Likeliness to Recommend

9 / 10

What differentiates Zoho Desk from other similar products?

Zoho desk is integrated with Zoho CRM for the best customer experience.

What is your favorite aspect of this product?

As a consultant Zoho desk keeps me connect to clients 24/7, easy to create ticket improve relationship between a user and clients. All complain are easily handled in time with customers via Zoho desk and this increase on productivity.

What recommendations would you give to someone considering this product?

Makes customers engagement very much easier.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Client Friendly Policies

Dave M.

  • Role: Information Technology
  • Industry: Manufacturing
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2023

Good Help desk / ticketing solution

Likeliness to Recommend

8 / 10

What differentiates Zoho Desk from other similar products?

Zoho Desk provides an affordable ticketing solution that includes a feature packed knowledge base solution. They have attempted to incorporate AI assistance, but that still needs a bit of work. They do leverage a decent dialog flow option for directing customers to the knowledge information before reaching out to talk with an agent. That has been helpful. Desk also provides a number of limited "Light Agents" to provide limited access tickets and information. Zoho Desk offers a variety of reporting and analytics tools that help track key performance indicators. Reporting can also be enhanced utilizing Zoho Analytics.

What is your favorite aspect of this product?

I really like the knowledge base options that Zoho Desk provides. The documents and articles are presented in a professional manner to our customers and the search capability is good. I like that Zoho Desk integrates well with other Zoho applications like Zoho CRM and Zoho Projects. There is minimal effort to link the applications. We are hoping that the ability to set up a communication and dialog flow will be very beneficial. We are in the beginning stages of this right now and it does look promising.

What do you dislike most about this product?

Although the integration with the other Zoho apps is built in, there are limitations with linking data. I would like to see a more robust set of default linking, including custom fields. Non default data integration is still possible with other methods, like custom functions.

What recommendations would you give to someone considering this product?

Determine the right license level for you. We went with the enterprise level to take advantage of some key features. Build and develop the knowledge base with existing documentation. It is pretty simple to turn your library of support documents into a very good, customer facing, online knowledge base. Identify those internal only documents and provide access to the internal team and get them to use the knowledge base too. One last thing is that Desk normally comes with a number of "Light Agent" user licenses. Give access to the Desk information and tickets to other, key departments and improve collaboration and communication.

Pros

  • Friendly Negotiation
  • Reliable
  • Enables Productivity
  • Helps Innovate

Cons

  • Under Delivered

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