In Partnership With SelectHub
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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In Partnership With SelectHub
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.
85 Likeliness to Recommend
98 Plan to Renew
83 Satisfaction of Cost Relative to Value
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.
+90 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?
Pros
- Saves Time
- Reliable
- Trustworthy
- Acts with Integrity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Workflow Management
Customer Service Knowledge Management
Intelligent Search
Multi Channel Support
Customer Self Service Capabilities
Analytics and Reporting
Customer Community Management
Contact Center Integration
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Breadth of Features
Quality of Features
Usability and Intuitiveness
Ease of Implementation
Ease of IT Administration
Ease of Customization
Product Strategy and Rate of Improvement
Ease of Data Integration
Availability and Quality of Training
Vendor Support
Also Featured in...
IM console 1
GC Widget customization with data
People and the Story: The all-new Zoho Desk
Zoho Desk Reviews
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2024
Great product with good capabilities
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Dave M.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Dec 2023
Good Help desk / ticketing solution
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Ashanda E.
- Role: Human Resources
- Industry: Communications
- Involvement: End User of Application
Submitted Dec 2025
Zoho Desk Makes Support Work Easy.
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk stands out because it makes managing customer support simple and organized without being overwhelming. I can see tickets, assign tasks, and track performance all in one place. Its automation features save time, and the reporting tools give a clear view of what’s happening. For me, the combination of simplicity and control is what sets it apart from other products.
What is your favorite aspect of this product?
My favorite aspect is how easy it is to stay organized. I can track all customer tickets, see who’s working on what, and follow up without any confusion. It makes managing support much smoother and saves a lot of back-and-forth.
What do you dislike most about this product?
What I dislike most is that some features can feel a bit hidden or hard to find at first. It takes some time to get fully comfortable with the system, and that initial learning curve can be frustrating.”l
What recommendations would you give to someone considering this product?
I’d recommend starting with the basic features first, like managing tickets and assigning tasks, before exploring the more advanced tools. Zoho Desk works best when you take the time to understand its workflow, and once you do, it can really streamline your customer support process.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Please tell us why you think this review should be flagged.
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