Last Updated: December 2023
Zoho Desk is a cloud-based multichannel help desk that can help you manage customer service over voice, chat, email, social media, and other channels.
You get an email and multichannel ticket system with many features including intelligent ticket routing, knowledge base, process automation, templates, and other agent productivity tools.
But… is Zoho the best help desk for your business?
In this post, we will do a quick Zoho Desk review to help you make the right decision.
Zoho Desk Pros and Cons
Zoho Desk Pricing and Features
Pricing and Plans (Rating ⭐ 4.5/5, 144 reviews)
Pricing and Plans
- Standard at $14/agent/month – Everything in free, social & community channels, public knowledge base, product-based ticketing, reports, customer ratings, etc.
- Professional at $23/month – Everything in standard, multi-department ticketing, team management, multilingual knowledge base, team management, round robin ticket assignment, mobile SDKs, etc.
- Enterprise at $40/agent – Everything in professional, live chat, AI chatbot, KB auto-translation, process automation, custom roles, contract management, etc.
The pricing is great and competitive compared to others offering similar products and services. ⭐ 4.5/5, Gabriel B.
Clarity of usage and simplicity. Its very easy for a customer suport agent to have every open Issue in sight and to be able to plan ahead, also quite nice pricing for a smaller team. ⭐ 3.5/5, Danijel T.
Integrations between different Zoho products with reasonable pricing. It has advanced features like webhooks. I have tested many solutions and Zoho is the most cost-effective. ⭐ 5/5, Kamaroudin S.
Interface and Customization (Ratings ⭐ 4.2/5, 1115 reviews)
Interface and Customization
Desk makes it easy to view my open tickets by status. It also allows efficient creation of different Ticket View to ensure I am able to quickly monitor the performance of my team. Desk’s interface is somewhat outdated compared to alternative Ticket Management Systems, like ZenDesk. The User Interactions are also a bit clunky and could do with some streamlined improvements. ⭐ 5/5, Ethan B.
User interface can be clunky or slow to load tickets. Social integrations like tiktok/instagram are lacking, but it’s clearl most businesses field support requests from those platforms. ⭐ 4/5, Ian G.Zoho desk is known for the options and controls it provides users over customization. You can fully customize it as per your needs and business theme. Here’s what users say about Zoho customization features:
Can customize everything and anything, literally. Custom rules and some areas even include what’s essentially a code editor to create custom behavior. Great APIs and flexibility. ⭐ 3.5/5, Craig F.
Highly efficient and customization options to make the best of the system. The ease of working, excellent knowledge base, and tutorials for everyone. Even as a newbie, I can manage all the tasks related to Zoho Desk. ⭐ 5/5, Nadim A.Recommended: Zohodesk Vs Zendesk Comparison: Is There a Clear Winner?
Ticket Management (Ratings ⭐ 4.3/5, 149 reviews)
Desk makes it easy to view my open tickets by status. It also allows efficient creation of different Ticket View to ensure I am able to quickly monitor the performance of my team. ⭐ 5/5, Ethan B.
Efficiency in ticket management. Reporting is very accurate and helping the business to meet SLAs with customers. ⭐ 4/5, Charles M.
Zoho Desk is helping with support ticket management. This allows us to assist our customers more efficiently and effectively. ⭐ 4.5/5, Administrator in Media Production
Reporting and Dashboard (Ratings ⭐ 4.6/5, 108 reviews)
Reporting and Dashboard
Creating a clear path of escalation for support tickets. Tracking activity in a meaningful way and easy to view. Tickets do not get lost or overlooked. Easy to view dashboard data. ⭐ 4.5/5, Executive Sponsor in Customer Service
One-stop ticketing system for our organization. Agent monitoring and reporting are all spread out to be available in a single dashboard. We are using the standard plan and are planning to move to professional. ⭐ 4.5/5, Nithin R.
With ZOHO Desk I can open and solve faster bugs and requests. Even more important, when I meet my clients I can show them the results and the SLA respected from the dashboard. ⭐ 5/5, Gamliel P.
In the free plan, there are no Standard Reports, Prepopulated Reports, Custom Reports, Export Reports to CSV, XLS, or PDF, Custom Dashboards, Ticket Overview Dashboard, Ticket Status Dashboard) ⭐ 5/5, Mohamed L.
Live Chat (Ratings ⭐ 4.5/5, 83 reviews)
On the vein, live chat is only really available through Zoho Sales IQ, a different Zoho product. Chat is necessary for modern customer service, so it’s odd that they aren’t one product. Because they’re separate, the ticket creation and logging between the two isn’t seamless. ⭐ 4/5, Administrator in Consumer Goods
The help centre is brilliant and makes it really easy for customers to contact us and get info. The live chat is also really useful. ⭐ 5/5, Oscar T.
Almost everything is automated. And the live chat work like a charm. ⭐ 4/5, Consultant at Govt. Administration
Marketing Features (Ratings ⭐ 4.7/5, 28 reviews)
Every day I am better at marketing, I have managed to improve many things, and this software gives me tools that improve my professional quality. Finally, I like the support team, they have one of the best treatments I have received. ⭐ 4/5, Jamie M.
Zoho is the best organization and it is helping to the customers to build software products like suit of sales, marketing, financial products and it is helping on digital sales ⭐ 4/5, Nageswara Reddy M.
They have all the features we need for our daily work and marketing and the cost is the lowest in the market. Their support is responsible and quick. Their products are ever-growing and keep getting better and better. ⭐ 5/5, Administrator in Health, Wellness, and Fitness