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

José L.

Role: Consultant
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Simply the best ticket system you can have

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

It's from Zoho, nothing to say more

What is your favorite aspect of this product?

It can do everything is needs to do

What do you dislike most about this product?

It take some times to know 100% because there is alot options

What recommendations would you give to someone considering this product?

Take your time to test it and you will love it

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nicolas F.

Role: C-Level
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Zoho Desk: The Complete Customer Service Solutions

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

When I started using Zoho, it was just for their mailing services. Then, I discovered that they had a complete suite of services and decided to try Zoho Desk, to automate our workflow (sending alerts) and ticketing management. It was easier to create and assign tasks, follow up with them and best of all, have all analytical data via a centralized dashboard.

What is your favorite aspect of this product?

The ability to monitor tickets traffic and overview key support metrics was a game changer for our company. I love this functionality, even more that it is available right away on my mobile device.

What do you dislike most about this product?

It's not a dislike as such, but I would appreciate some additional tutorials for optimal use of all the features. Time tracking should also be available on all plan, in my opinion.

What recommendations would you give to someone considering this product?

Zoho Desk is really comprehensive and if you are looking for an all-in-one solutions, then I would recommend to use it. Best of all, the pricing is really affordable and guess what: you can try for free via the Enterprise trial. Customer service is also very reliable and fast.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rebekah L.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Outstanding product and easy to use!

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Compared to other products, it is very easy to implement and use ZoHo. User friendly and can quickly see all communication with our clients!

What is your favorite aspect of this product?

Being able to create a report for just about anything you need to see!

What do you dislike most about this product?

At this point, there is nothing to dislike about this software!

What recommendations would you give to someone considering this product?

If you are looking for software that is user-friendly and intuitive, then this is a must-have for your business! All the info you need is at your fingertips.

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

José L.

Simply the best ticket system you can have

Likeliness to Recommend

Pros

Nicolas F.

Zoho Desk: The Complete Customer Service Solutions

Likeliness to Recommend

Pros

Rebekah L.

Outstanding product and easy to use!

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

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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