Zoho

Zoho Desk

Composite Score

8.4 /10

CX Score

8.6 /10

47 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.

89 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

1
Since last award

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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?

5% Negative

5% Neutral

90% Positive

Pros

Acts with Integrity
Effective Service
Saves Time
Enables Productivity

Feature Ratings

Average 84

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

Average 82

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...

Customer Service - Midmarket

Score 8.9

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Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Dave K.

Role: Information Technology
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Easy to use Helpdesk solution

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Completly WEB based easy to setup soluition. No Servers to build, software to load or maintain.

What is your favorite aspect of this product?

I like the Knowledge Base you can build as you resolve issues you face daily. I also like the Email integreation

What do you dislike most about this product?

Not as customizable in branding as I initially thought

What recommendations would you give to someone considering this product?

Definatley setup the Free version, hos most of the features you can easily spin up and test quickly

Pros

Reliable
Performance Enhancing
Enables Productivity
Caring

Kevin F.

Role: C-Level
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

Well rounded product at a fair cost.

Likeliness to Recommend

8 /10

What differentiates Zoho Desk from other similar products?

If there's one stand-out feature of Zoho Desk, it's the ease of integration into other systems. The various products and departments that Zoho Desk brings together is no different than other similar products that we examined, but once we settled on a few, we found it much easier to pull together all of the various pieces. having a web chat feature that can provide chat functionality with customer service when they're available, and when they're not, allow them quick and easy access to help files while simultaneously providing ticketing, ticket tracking, and customer file integration isn't an "easy" thing but Zoho managed to make it so.

What is your favorite aspect of this product?

All of the easy integration capabilities with other apps that we use via API make this a no-brainer for us. The ROI on something like this is usually minor in the grand scheme of things. But the productivity gains with Zoho Desk have been significant enough that end-users and customers have all frequently thanked me for. My only regret is that I didn't decide to use it sooner.

What do you dislike most about this product?

If there is one thing that I dislike about this product, it's the complexity of the initial setup. There are just so many options available through the API that it's easy to get overwhelmed. And with so much capability, it's easy to fall down the rabbit-hole of wondering "what else can we do with it?" But it's this complexity that provides the capabilities and I truly wouldn't want it any other way.

What recommendations would you give to someone considering this product?

Be prepared to spend a good amount of time thinking through all of your business processes and put together a plan for what your ideal solution would look like if you could just make anything you wanted. Think about everything piece of information and every communication link you would want to happen. Then only pull the trigger when you know exactly what you want from this. Otherwise you will spend a great deal of time reworking things. For example, if you don't want customers to have direct access to some field techs but have others that you do, be sure to break them into separate groups.

Pros

Performance Enhancing
Enables Productivity
Unique Features
Security Protects

Cons

Vendor's Interest First
Less Generous
Less Friendly Negotiation

Thierry K.

Role: Sales Marketing
Industry: Energy
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Really easy to use ticketing software. Love it.

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Easy to use. Very clear interface and very useful analytics.

What is your favorite aspect of this product?

Ticketing

What do you dislike most about this product?

Nothing to say.

What recommendations would you give to someone considering this product?

Don't hesitate it's really easy to use

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

Zoho Desk Ratings

89 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Zoho Desk?

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.

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

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

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

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.

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.

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 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.

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.

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.

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

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.

Also Featured in...

Customer Service - Midmarket

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

Dave K.

Easy to use Helpdesk solution

Likeliness to Recommend

Pros

Kevin F.

Well rounded product at a fair cost.

Likeliness to Recommend

Pros

Cons

Thierry K.

Really easy to use ticketing software. Love it.

Likeliness to Recommend

Pros

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1
Since last award

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