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

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Zoho Desk Reviews

Josh V.

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

Validated Review

Verified Reviewer

Submitted Feb 2023

Assist Your Clientele With Zoho Desk

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

When it comes down to it, I've had nothing but good luck using Zoho Desk. In addition to being user-friendly, the program also gives me a bird's-eye perspective of all of the IT work that has to be done. It also has robust reporting features for keeping track of project progress. The setup procedure might be time-consuming, but once complete, it provides excellent service.

What is your favorite aspect of this product?

Incredibly low cost given the amount of features provided. Cost-effectiveness when compared to similar offerings from other vendors. The workflow and macros are both great features that I find useful. Similarly, the smartphone app design is sleek and professional.

What do you dislike most about this product?

So far, we haven't encountered any issues with Zoho Desk that we didn't find to be satisfactory. Everything seems to be running smoothly, therefore we will investigate getting a license as soon as possible.

What recommendations would you give to someone considering this product?

It's a great tool for providing assistance to clients. Absolutely fantastic. Customers become accustomed to making requests, develop systems for being attended to, and consistently express delight at the level of service they receive. They will be surprised to learn that you own such a potent weapon. Many people have said that they would suggest me since my replies are so well-structured and thorough.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Anastacio III T.

Role: Operations
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2023

Awesome Product

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk is more advanced that any other similar products, it can be integrated with lots of applications to be used for communication with the customer.

What is your favorite aspect of this product?

Can be integrated with lots of Zoho products

What do you dislike most about this product?

None so far.

What recommendations would you give to someone considering this product?

If you're business is more on delivering customer service, try Zoho Desk.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

RAVI T.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Easy to use, user friendly.

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

In this platform Customer support is very well.

What is your favorite aspect of this product?

User friendly.

What do you dislike most about this product?

API can be smooth.

What recommendations would you give to someone considering this product?

This product all features works very well so I am considering this product to everyone.

Pros

Helps Innovate
Performance Enhancing
Efficient Service
Inspires Innovation

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

Josh V.

Assist Your Clientele With Zoho Desk

Likeliness to Recommend

Pros

Anastacio III T.

Awesome Product

Likeliness to Recommend

Pros

RAVI T.

Easy to use, user friendly.

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