Zoho

Zoho Desk

Composite Score

8.4 /10

CX Score

8.7 /10

51 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 Champion

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.

88 Likeliness to Recommend

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:: 95%
Strategy & Innovation:: 90%
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.

+92 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

5% Neutral

91% Positive

Pros

Acts with Integrity
Effective Service
Saves Time
Reliable

Feature Ratings

Average 84

Configurable Knowledge Repository

Role-Based Access

API Integration

Multiple File Type Support

Reporting and Analytics

Cataloging

Intelligent Search

Social Features

Workflow and Approval Management

Bulk Actions

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

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Also Featured in...

Customer Service - Midmarket

Score 8.8

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Customer Service - Enterprise

Score 8.8

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Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Cyberguys I.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Time saver

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

The ability to integrate all aspects of delivery into one fully customizable platform and can be upgraded easily by using add ons.

What is your favorite aspect of this product?

The affordability and customization

What do you dislike most about this product?

Nothing as of yet. Maybe that it's not free 😆

What recommendations would you give to someone considering this product?

Absolutely

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Anshu K.

Role: Student Academic
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2021

Incorporate in-depth behavioral data.

Likeliness to Recommend

6 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.

What is your favorite aspect of this product?

one of your tasks as a PM is to help design new product features and improve existing ones. So, you’ll need to be able to explain what differentiates an excellent product from its competitors.

What do you dislike most about this product?

I feel, can be improved at the workplace. Encourage new technology learning Training to newcomers Team engagement activities Unfair Pay Poor communication

What recommendations would you give to someone considering this product?

Incorporate in-depth behavioral data. Retailers collect a wealth of data about their known customers as well as their anonymous shoppers. ... Leverage recommendations across the full experience. ... Incorporate social proof.

Pros

Over Delivered
Security Protects
Helps Innovate
Continually Improving Product

ARIEL L.

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

Validated Review

Verified Reviewer

Submitted Mar 2021

Great For Customer Support

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk is easy to manage. Configuring Zoho Desk product is not a husstle. The integrations are numerous including other Zoho Products.

What is your favorite aspect of this product?

Social Media Integration. Manages emails. Customizes branding. Chat with clients in real-time. The reporting is great. Does analysis very well. Manages tickets.

What do you dislike most about this product?

We do not dislike a thing concerning Zoho Desk.

What recommendations would you give to someone considering this product?

Zoho Desk platform will help you interact better with your customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Champion

2022 Emotional Footprint Champion

Zoho Desk Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+92 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.

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

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.

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.

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

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

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.

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.

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.

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

Cyberguys I.

Time saver

Likeliness to Recommend

Pros

Anshu K.

Incorporate in-depth behavioral data.

Likeliness to Recommend

Pros

ARIEL L.

Great For Customer Support

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

Confluence

HubSpot Service Hub

Freshdesk

Zendesk for Service

Guru

KnowledgeOwl

Feature Ratings

Configurable Knowledge Repository

Role-Based Access

API Integration

Multiple File Type Support

Reporting and Analytics

Cataloging

Intelligent Search

Social Features

Workflow and Approval Management

Bulk Actions

Version Control

Vendor Capability Ratings

Business Value Created

Quality of Features

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support