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Zoho Desk Logo Award Winner Product Badge
Zoho

Zoho Desk

8.9 /10
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Zoho Desk
8.9 /10

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.

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Awards & Recognition

Zoho Desk won the following awards in the Customer Service - Midmarket category

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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.

90 Likeliness to Recommend

99 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+94 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?

2% Negative
5% Neutral
93% Positive

Pros

  • Reliable
  • Trustworthy
  • Client Friendly Policies
  • Fair

Feature Ratings

Average 83

Customer Service Workflow Management

85

Customer Community Management

84

Intelligent Search

84

Customer Service Knowledge Management

83

Multi Channel Support

82

Analytics and Reporting

82

Contact Center Integration

81

Customer Self Service Capabilities

81

Mobile Customer Care

78

Vendor Capability Ratings

Average 81

Quality of Features

85

Business Value Created

85

Breadth of Features

84

Usability and Intuitiveness

83

Product Strategy and Rate of Improvement

82

Ease of Implementation

81

Ease of Data Integration

81

Ease of Customization

80

Ease of IT Administration

79

Availability and Quality of Training

78

Vendor Support

77

Zoho Desk Reviews

Jack M.

  • Role: Human Resources
  • Industry: Energy
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2021

The best customer service solution

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

This customer service tool is distinguished from other similar software by the scope it has in each of its functionalities. Since it is very complete in the way in which customer problems can be addressed, such as: chat and messaging, interactive content, multichannel communication and among other characteristics that make it stand out.

What is your favorite aspect of this product?

Among the aspects that I like the most about this customer service tool is that it allows me to do my job comfortably with the wide range of functionalities that it has and among the ones that I use the most are the following • Live chat • Multichannel communication • Share screen • Communications panel • Assignment management

What do you dislike most about this product?

It is a fairly complete tool and learning how to use each functionality can take some time. For this reason, it is important at the beginning of its use only to limit yourself to the functionalities you need and learn step by step until you have the necessary knowledge to use all functionalities.

What recommendations would you give to someone considering this product?

This service is a great way to build strong customer relationships and troubleshoot issues, so I would recommend any product that comes from the Zoho company.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Ramon V.

  • Role: C-Level
  • Industry: Food and Beverage
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2021

Extremely easy to implement and works great!

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

It is all cloud based and it has many other modules that are useful. This means you could start with desk like I did and after add more functionality. It also has an app that the service techs can use to update the service tickets.

What is your favorite aspect of this product?

It was so easy to implement that I did it myself in a couple of hours.

What do you dislike most about this product?

There is nothing I dislike.

What recommendations would you give to someone considering this product?

If you are looking for an affordable, easy to use, desk solution that is also cloud based then look no further.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Taufik R.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2020

Follow up and formalize with consumers.

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk is facilitating the work and acting on the difficulties of customer service and internal processes of the company in such a way that: it promotes the option of being adjusted to the requirements of the clients, facilitates the vigilance and particularized consideration of part of the teams of work for each consumer, perfects and progresses the performance and usefulness of the organization, prevents the duality of activities, provides a way to mechanize tasks, favors the storage and organization of customer information.

What is your favorite aspect of this product?

I like Zoho Desk because I find it practical to use it in the cloud, SaaS, web, and on iOS mobiles and Android, it is useful to work with work teams to verify and address recurring problems, corresponding assignments, tasks, or other Incidence of attention to consumers, it is a wonderful option to process tickets requesting help from a data center focused on the client, allows the consignment of tickets for clients in a way that facilitates interactions with them, it is great to accommodate or arrange tickets according to different priorities and order.

What do you dislike most about this product?

Sometimes the interface is slow, perhaps this is related to the capacity of the internet.

What recommendations would you give to someone considering this product?

I recommend Zoho Desk for the following reasons: although it is a platform focused on customer care, it facilitates interactions and the development of activities inside and outside the company, it allows to accommodate and increase tasks considering the stipulated tickets and the activities to be executed.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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