Zoho Desk Review 2025
Zoho Desk ITSM Plans & Pricing
Zoho Desk Comparison
Expert Review
Pros
Cons
Zoho Desk ITSM's Offerings
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.
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.
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.
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.
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.
Change Management
Effectively manage IT infrastructure changes.
Request Management
Simplify service request processes for IT teams.
Reporting
Generate detailed reports for insights and decision-making.
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.
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.)
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