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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Real user data aggregated to summarize the product performance and customer experience.
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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.
89 Likeliness to Recommend
100 Plan to Renew
84 Satisfaction of Cost Relative to Value
1
Since last award
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.
+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?
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
Role-Based Access
Multiple File Type Support
Reporting and Analytics
Social Features
Intelligent Search
Cataloging
Bulk Actions
Workflow and Approval Management
Version Control
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
Vendor Support
Ease of IT Administration
Usability and Intuitiveness
Also Featured in...
IM console 1
GC Widget customization with data
People and the Story: The all-new Zoho Desk
Zoho Desk Reviews
Shelby S.
- Role: Sales Marketing
- Industry: Government
- Involvement: End User of Application
Submitted Jul 2022
Responsive platform to handle all customer queries
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk allowed us to create a knowledge base that contain all the answers to commonly asked questions and issues related to our services. It has that social support integration that allows clients to submit requests, ask questions, and even call for help via popular social media channels like Twitter
What is your favorite aspect of this product?
The product's AI assistance for the business such as Zia Voice, Ask Zia, Zia Notifications and Reply Assistant help deliver quick, instant and high-quality support to customers while also boosting team's productivity
What do you dislike most about this product?
Some of the footer menu icons needs to be bigger and I don't like how the shortcut for Recent icons is placed in the footer instead of in the top header menu where it can be easily accessible
What recommendations would you give to someone considering this product?
It is a great platform to have in the organization because it will help a lot in managing customer support as the ticketing concept is well maintained so there is no wait time
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Elizabeth K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jul 2022
It works nicely with the rest of the Zoho suite
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Customers may get help and communicate with the company using Zoho Desk. It's purpose is to collect feedback from customers and report problems they've run across while using a product. With Zoho Desk, problems and their solutions can be managed efficiently and systematically, while also providing a model for future clients and support personnel to use as a basis for their own self-service.
What is your favorite aspect of this product?
It is imperative that the same high quality of service provided by Zoho's support team for other products be provided for the Desk product. Part of this has to do with the staff employed to answer questions, but it also serves as a solid illustration of the use of the support software itself.
What do you dislike most about this product?
Although integration with Zoho CRM is solid, it could be more seamless and hands-off with a few tweaks. It ought should work out automatically. There is a lot of vibrant color and visual appeal, but the UI is starting to show its age. If you're just starting out, it may be a bit pricey, but as part of Zoho One, you get a lot of bang for your buck.
What recommendations would you give to someone considering this product?
Support staff may document issues and reply to customers in real time with Zoho Desk's ticketing system. After the issue has been resolved, the steps used to do so can be documented in an article and made available to paying customers as a learning resource or method of providing independent help.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
Brandon C.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Jun 2022
excellent program, very easy to use.
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
There are not many differences with other programs but I do emphasize that it is very easy to use.
What is your favorite aspect of this product?
For me, the most appealing feature of Zoho Desk is that it can be used on a desktop or laptop as well as a smartphone or tablet. In addition, I like how easily incidents, requests, and other client issues can be documented and tracked through the system's ability to generate tickets on-the-fly.
What do you dislike most about this product?
To get the most out of this technology's various functions, you'll need to put in some time and effort.
What recommendations would you give to someone considering this product?
Because of its ability to boost productivity and provide better service to all clients, Zoho Desk is a great addition to any company's toolkit.
Pros
- Reliable
- Unique Features
- Efficient Service
- Effective Service
Please tell us why you think this review should be flagged.
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