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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Real user data aggregated to summarize the product performance and customer experience.
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89 Likeliness to Recommend
2
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
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
- Acts with Integrity
- Effective Service
- Saves Time
- Enables Productivity
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
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
Ease of Customization
Quality of Features
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
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GC Widget customization with data
Zoho Desk Reviews
Ajeet K.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Easy to implement and to configure
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho desk has Zia chatbot powered by AI which makes it easy to responds to customers questions even when the agents are offline. This is so unique because the chatbot can even use external resources to resolve customer's questions.
What is your favorite aspect of this product?
I like the domain mapping where it is helping us to offer custom support knowledgebase on our custom URL. Also I like the instant provision of SSL certificate which does not come at an extra cost and yet it takes longer to expire.
What do you dislike most about this product?
The sandbox environment for this tool is still in Beta as it does not work as expected and also setting up the testing environment is time consuming
What recommendations would you give to someone considering this product?
Yes, I would recommend this tool because it is affordable and easy to understand
Pros
- Helps Innovate
- Reliable
- Trustworthy
- Inspires Innovation
Vaibhav M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Zoho desk is a professional communication tool
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
It has Google business integrations where you can easily respond to client's questions even when they contact you through Google business profiles and also the tool has the AI enabled for easier creation of resolutions
What is your favorite aspect of this product?
I like the easy ways of integrating the tool with custom URL and business emails which does only require verifying the records and adding few SMTP integrations. Also the pricing of the tool is cheap and reliable one hence does not cost the ROI of the business. User interface is easy and user friendly
What do you dislike most about this product?
Integrating the tool without WhatSapp is charged independently hence making the tool more expensive for smaller businesses if you need to use all the modules of the software.
What recommendations would you give to someone considering this product?
Yes, I would recommend the tool because it is easy and secure to manage omnichannel business support
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Effective Service
Rajat R.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Zoho Desk delights
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
It has all the omnichannel integrations from one dashboard. You can easily integrate the tool with WhatsApp, FaceBook, Messenger, Twitter and also the tool comes with a good fair pricing compared to other tools that I have evaluated.
What is your favorite aspect of this product?
I like the simplicity of integrating the tool with the custom URL where it is easy to add the CNAME records and verify them in case you need to use the custom URL for support system and knowledgebase. Also I like the integration of the tool with WhatsApp to offer omnichannel support right from the tool
What do you dislike most about this product?
The rating feature needs a lot of improvement because it is hard to configure and deploy, sometimes the automation fails to send rating feature even when you mark the client's case as solved so that the trigger can work, it could fail to work until when you contact support team who then do not respond to questions on time.
What recommendations would you give to someone considering this product?
Yes, I would recommend ZOHO DESK because it is pricey and comes with good social media integrations for omnichannel support.
Pros
- Unique Features
- Inspires Innovation
- Continually Improving Product
- Reliable