Zoho

Zoho Desk

Composite Score

8.4 /10

CX Score

8.6 /10

50 Reviews Write a Review

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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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Awards & Recognition

Zoho Desk won the following awards in the Knowledge Management category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

1 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

3 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Product Impact
Conflict Resolution

2022

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.

87 Likeliness to Recommend

2
Since last award

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 94%
Negotiation and Contract:: 90%
Conflict Resolution:: 94%
Strategy & Innovation:: 89%
Service Experience:: 93%

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.

+91 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?

4% Negative

6% Neutral

90% Positive

Pros

Acts with Integrity
Effective Service
Saves Time
Reliable

Feature Ratings

Average 84

Configurable Knowledge Repository

API Integration

Role-Based Access

Multiple File Type Support

Reporting and Analytics

Cataloging

Intelligent Search

Social Features

Bulk Actions

Workflow and Approval Management

Version Control

Vendor Capability Ratings

Average 82

Business Value Created

Quality of Features

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Also Featured in...

Customer Service - Midmarket

Score 8.8

View Zoho Desk in this category (opens in a new tab)

Customer Service - Enterprise

Score 8.8

View Zoho Desk in this category (opens in a new tab)

Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Greg R.

Role: Operations
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Zoho Desk has amazing capabilities and function!

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk has amazing capabilities around ticket response and answering questions. It also has an amazing Knowledge Base tool available that can help internal employees and external customers.

What is your favorite aspect of this product?

I love having all my tickets in one place. I love being able to be notified of tickets and to be able to respond to them on my phone. I LOVE the Knowledge Base feature and think that it really gets the job done nicely!

What do you dislike most about this product?

I have two minor gripes with Desk. The first is we discovered a few months ago that it had only been creating tickets for about half of the emails our customers sent us. After some digging i discovered it was because Desk's spam filter was blocking a ton of our customers. I turned it off and the problem has ended, but it's still frustrating now becuase I have to sort through dozens of spam messages every week. My only other gripe is that you can't mark tickets as spam in the app, related to the first issue.

What recommendations would you give to someone considering this product?

Zoho Desk really gets the job done. It has a couple of hiccups and I'd like to see a stronger and more relevant relationship with Zoho CRM, but between the incredible customization abilities of Zoho Desk and the extensive offering of the Knowledge Base, Zoho Desk really delivers.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Cons

Less Caring

Jane U.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Activity Review

Likeliness to Recommend

5 /10

What differentiates Zoho Desk from other similar products?

User-friendly

What is your favorite aspect of this product?

Zoho CRM conveniently protects your data

What do you dislike most about this product?

Learning curve: While Zoho CRM is easy to use, it still requires some learning, which could be a challenge for businesses with limited resources or technical knowledge

What recommendations would you give to someone considering this product?

I recommend that Zoho should stay organized

Pros

Helps Innovate
Reliable
Unique Features
Effective Service

Jamie R.

Role: Sales Marketing
Industry: Gaming and Hospitality
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2024

Streamlined Service, Happy Guests

Likeliness to Recommend

8 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk's automation rules are incredibly customizable without requiring coding expertise—great for small but busy teams

What is your favorite aspect of this product?

If a guest tweets about a service issue, it’s instantly logged and assigned to the appropriate team without delay.

What do you dislike most about this product?

While it provides detailed analytics, the dashboards feel rigid compared to alternatives like Zendesk Explore

What recommendations would you give to someone considering this product?

Start with automating repetitive tasks like routing tickets or sending acknowledgment emails. Once you see how much time this saves, dive deeper into customization for guest-specific workflows.

Pros

Helps Innovate
Continually Improving Product
Effective Service
Caring

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

Zoho Desk Ratings

87 Likeliness to Recommend

2 Since last award

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Zoho Desk?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Version Control Tracking of document versions with each iteration of document changes.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Customer Service - Midmarket

Customer Service - Enterprise

Zoho Desk Screenshots

IM console 1

GC Widget customization with data

Zoho Desk Videos

People and the Story: The all-new Zoho Desk

Zoho Desk Reviews

Greg R.

Zoho Desk has amazing capabilities and function!

Likeliness to Recommend

Pros

Cons

Jane U.

Activity Review

Likeliness to Recommend

Pros

Jamie R.

Streamlined Service, Happy Guests

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

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Freshdesk

Zendesk for Service

Guru

KnowledgeOwl

2
Since last award

Feature Ratings

Configurable Knowledge Repository

API Integration

Role-Based Access

Multiple File Type Support

Reporting and Analytics

Cataloging

Intelligent Search

Social Features

Bulk Actions

Workflow and Approval Management

Version Control

Vendor Capability Ratings

Business Value Created

Quality of Features

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support