About Zoho Desk

Category: ITSM
Zoho Desk is context-aware customer service software that helps you put your customers at the heart of the company, it is a web-based help desk software that allows you to manage your customer support activities efficiently. Zoho Desk makes it simple to assign, track, and set up alerts on help desk tickets.

Company: Zoho

Zoho Corporation is an Indian multinational technology company that makes web-based business tools. Their online office suite contains processing, spreadsheets, presentations, databases, note-taking, wikis, web conferencing, CRM, project management, invoicing, and other applications.

In-Depth Analysis

0 Overall
Price 5.0
Ease Of Use 4.5
Features 5.0
Support 5.0

Pros

  • Good value for money, scalability and integrations.
  • Great automation, workflows & rules.
  • Highly efficient customisation options.
  • One of the best in the industry.

Cons

  • Sometimes the interface is a little slow.
  • Most popular and useful features are not included on the free plan.
  • Zoho desk does not integrate well with WordPress.
  • The user interface can be a bit confusing if you are an entry level user.

Zoho Desk Comparisons

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Plans & Pricing

Zoho Desk has four pricing tiers ranging from $0 to $40. There is also a free trial of Zoho Desk available. Consider the various pricing editions below to determine which edition and features best suit your budget and needs.

Free Trial
$0
up to 3 agents
Standard
$14
/mo /agent
FREE trial
Professional
$23
/mo /agent
Enterprise
$40
/mo /agent

Free Trial

Completely Free for up to 3 agents, Email Ticketing, Customer Management, Private Knowledge Base, Multi-Language Help desk, and Mobile Apps.

Standard

Priced at $14/agent/mo.Features include, all free trial features plus Social & Community Channels, Product Based Ticket Management, Help Center Themes Gallery, Public Knowledge Base, and SLAs & Escalations.

Professional

Pricing: $23/agent/mo. Contains features from Standard, plus, Multi-department Ticketing, Team Management, Automatic Time Tracking, Multilingual Knowledge Base, and Blueprint – Basic Process Management.

Enterprise

Pricing: $40/agent/mo. Contains features from Professional plus Live Chat, Zia – Artificial Intelligence, Help Center Customization, Multi-brand Help Center, and KB Auto-translation.

Ease of Use

The Zoho Desk interface is designed for ease of use. Everything about the software is made as simple and straightforward as possible—from the terminology to the setup.
Though most users complain that It’s not the most organized in terms of clarity, and even though I work in IT and development/coding, it took me a while (and a lot of reading) to get my bearings. Some minor fundamentals appear to be missing.

Customer Support

Zoho Desk offers email support, Online live chat, Call center support, and a knowledge base.
The customer support portal is well designed, the knowledge base articles integrate with the ticket description providing helpful articles that would answer users’ questions.
In addition to customer support, you can get access to all Zoho Desk additional resources; articles, FAQ library, video tutorials, and forums.
Personal experience:
Zoho Desk offers great customer support, Response time is fairly short via calls, and you’re sure to get a response to any of your emails in less than 24 hours.
You’re likely to be referred to any of Zoho Desks’ articles or video tutorials for most questions you’d ask, as you’re required solutions have been put out there already.
Additional customer support:
Blog:
TopDesks’ blog is full of helpful articles, if you’re stuck at any point, you could visit the blog
Knowledge base:
These guides help you take the first steps, to setting up your account, plus some useful information about the product features.
Video library, and FAQs
Great resources to teach you how to use products, plus features demo, and some other questions you might have.
24/7 support:
Depending on the support channel you choose, you can get 24/7 support.

24/7 Help & Support
24/7 Help & Support
Live chat support is available 24/7.
Phone Support
Phone Support
Phone support available to all users, regardless of package.
Live Online Chat
Live Online Chat
There is a live chat
Email
Email
Yes, support@zohodesk.com - you'll get a reply quickly.
Video Tutorials
Video Tutorials
Tutorial videos available on the site & YouTube.
FAQ
FAQ
A large FAQ library available.
Blog
Blog
Tons of useful articles are available on the Zoho Desks' blog.
Features & Functionality
General Features

Main features of Zoho Desk are:

  • Ticketing System.
  • Social Support Software.
  • Call Center Software.
  • Agent Productivity.
  • Company-wide Collaboration.
  • Knowledge Base and Forums.
  • Help Desk Essentials.
  • Reporting and Insights

Integrations:

Zoho Desk fits right into your existing business ecosystem with integrations available for popular business apps.

Here are the top integrations of Zoho desk: Slack, Trello, Google Workspace, MailChimp, Teamviewer, Salesforce and more.

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management

Let’s you manage tickets and everything else in one place, Track customer requests across channels, brands, products, departments, plus Ticket Creation, User Experience, Ticket Response User Experience, Workflow Automated Responses.

Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management

Let’s you create a distinct self-service portal for each brand’s customers.

Other features include: Communication Channels, Internal Use, Dashboards, and Customisation.

Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

ZohoDesk offers a good value for money, scalability and integrations.
It’s a good solution that encapsulates not only the so-called normal ticketing system, but it will allow also you to have a chat platform. It also offers, as a big plus, a solution for telephony included in the “professional” package. One of the elements that made their offer much more convenient is the “light agent” seat count.
For a very reasonable price, the solution perfectly meets the primary needs of a service desk, Even though it takes time, once properly configured, the solution can meet all types of service desk needs (filters, reports, analytics, SLA management, automation, etc.)

Walter Washington
Author: Walter Washington
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