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

PROS CONS
  • Tight integration with other Zoho products
  • Huge list of features
  • Highly configurable
  • Excellent price
  • Some advanced features only available at higher pricing tiers
  • Stodgy user interface
  • Somewhat complex to use and customize

 

Zoho Desk Pricing and Features

Pricing and Plans (Rating ⭐ 4.5/5, 144 reviews)

Pricing and Plans

Zoho offers a freemium plan which offers basic email ticketing, a help center, a private knowledge base, and predefined SLAs. But this free plan can be accessed by up to 3 users max. 

Zoho Desk offers three paid plans:

  1. Standard at $14/agent/month – Everything in free, social & community channels, public knowledge base, product-based ticketing, reports, customer ratings, etc.
  2. Professional at $23/month – Everything in standard, multi-department ticketing, team management, multilingual knowledge base, team management, round robin ticket assignment, mobile SDKs, etc.
  3. Enterprise at $40/agent – Everything in professional, live chat, AI chatbot, KB auto-translation, process automation, custom roles, contract management, etc.

Therefore, Zoho Desk is a featureful yet affordable help desk software.

Check Pricing Details

Users like Zoho’s free plan and affordable pricing:

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

Zoho Desk has a huge list of features but its UI might not satisfy you if you have experience using modern Helpdesk software. Desk’s interface is somewhat outdated compared to alternative Ticket Management Systems, like Zendesk. The user interactions can also seem a bit clunky and slow at times.

Here’s what most users say about Zoho Desk Interface:

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)

Ticket Management

Zoho Desk provides an optimized and featureful ticket management system. You can sort tickets as per categories, agents, time, and other custom tags, making it easier to manage tickets and support performance. But, we are not a fan of Zoho’s ticket management system, especially from a visual standpoint. Nevertheless, they are certainly feature-rich.

The main screen shows the history of agent and customer interactions. A status bar at the bottom shows the current state and available transitions you can use to resolve an issue.

Ticket assignment is also one of the pros of Zoho Desk. You will set many custom rules and use automation and intelligence features to assign tickets to agents and ensure quick response time.

Users find Zoho ticket management system solid and user-friendly:

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

Zoho Desk comes with many built-in reports and customer service metrics that can help you track your customer support and agents’ performance in real-time. 

Some of Zoho’s reporting metrics include tickets (new, open, closed), response times, traffic analysis, customer happiness ratings, agents performance, agent queue, and ticket assignment time.

Zoho reporting dashboard does a great job of rendering report data either numerically or graphically. Once you’ve compiled your data, you can export it to either a CSV or PDF file. 

The only con is that you would need to go for Zoho Analytics for advanced reporting and business intelligence (BI) tools.

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)

Live Chat

Zoho Desk’s live chat is quite functional and easy to use. It can be easily embedded into your website and can be integrated with multiple social channels as well. Like other Helpdesks, the Zoho desk also allows ticketing live chat conversations and routing them to your agents, setting custom rules.

But… the widget interface looks a bit old, and on the major downside, you would need to subscribe to their add-on tool – Zoho SalesIQ to get the live chat feature.

So if you’re just looking for live chat software, Zoho Desk might not be the right option for you.

Here is what Zoho Desk users say about live chat:

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)

Marketing Features

Zoho Desk offers a variety of features when it comes to marketing – Omnichannel marketing, customizable email templates, bulk emailing, document storage, A/B testing, document storage, bulk segmentation, and campaign management, drag and drop template editor, report & analytics, and more.

So, you can do basic marketing tasks like email outreach with Zoho Desk, but if you’re looking for advanced marketing automation features, Zoho desk may not satisfy your needs, and you should look for a customer interaction cum marketing software like Helplama Helpdesk.

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

 

Bottom Line

Zoho Desk is a good help desk with a huge list of features, customization, and reporting options. And seamless integration with Zoho-built apps and its affordable pricing are huge pros. But its outdated interface (sluggish at times) can not be avoided. It can be a great help desk Zoho works on interface and usability.

Therefore, if you have experience using advanced help desks in the past and need a variety of features, Zoho can be a good option for you considering pricing, features, and customization.

If you don’t think Zoho Desk is the right fit for you, check out Zoho Desk’s top alternatives.

And if you are new to using Helpdesks with a small team, you should go for a modern helpdesk like Helplama that offers a friendly UI and all the key features that you need to manage and automate your customer service workflows.

Try Helplama Helpdesk with a 15-day free trial, no credit card is required.