Zoho

Zoho Desk

Composite Score

8.6 /10

CX Score

8.9 /10

53 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

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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.

+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 85

Configurable Knowledge Repository

Role-Based Access

API Integration

Multiple File Type Support

Cataloging

Reporting and Analytics

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 Data Integration

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Also Featured in...

Customer Service - Midmarket

Score 8.8

View Zoho Desk in this category (opens in a new tab)

Customer Service - Enterprise

Score 8.8

View Zoho Desk in this category (opens in a new tab)

Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Anurag S.

Role: Information Technology
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Customer Support Solution.

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

it is very simple to set-up and use that differentiate it from others.

What is your favorite aspect of this product?

Live chat feature is very helpful for interacting. The UI is very user friendly. Dashboard are very helpful to see status of ongoing tickets.

What do you dislike most about this product?

Default reports are not good. Support team is not very responsive there are long waiting time to hear back from support team.

What recommendations would you give to someone considering this product?

Zoho desk will reduce a lot of time in tracking your day to day task/tickets and reports.

Pros

Caring
Acts with Integrity
Client's Interest First
Over Delivered

Mohiuddin R.

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

Validated Review

Verified Reviewer

Submitted Aug 2022

A well maintained product.

Likeliness to Recommend

8 /10

What differentiates Zoho Desk from other similar products?

In general, the user interface works nicely. It's easy to use and generally intuitive. I would want a little bit more contrast, though, here and there. When compared to comparable top cloud services, the cost is reasonable. The free version is sufficient to set up an email customer channel. Response times from customer support are acceptable and they are prompt.

What is your favorite aspect of this product?

A reliable ticket management tool is Zoho Desk. I used to use Zendesk, but for some strange reason, they wiped my account and all of my data without giving me any notice. As a result, I started considering different systems. I chose Zoho Desk since it offered more functionality than Zendesk for a significantly cheaper price.

What do you dislike most about this product?

The issue with Zoho Desk, in my opinion, is that some operations—like getting a ticket—take a little time to complete. On the other hand, I am aware that this kind of software requires an internet connection in order to function fully, but in order for it to function best, you must have a reliable internet connection.

What recommendations would you give to someone considering this product?

Yes try out the minimal features first.

Pros

Effective Service
Performance Enhancing
Respectful
Altruistic

Shelby S.

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

Validated Review

Verified Reviewer

Submitted Jul 2022

Responsive platform to handle all customer queries

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk allowed us to create a knowledge base that contain all the answers to commonly asked questions and issues related to our services. It has that social support integration that allows clients to submit requests, ask questions, and even call for help via popular social media channels like Twitter

What is your favorite aspect of this product?

The product's AI assistance for the business such as Zia Voice, Ask Zia, Zia Notifications and Reply Assistant help deliver quick, instant and high-quality support to customers while also boosting team's productivity

What do you dislike most about this product?

Some of the footer menu icons needs to be bigger and I don't like how the shortcut for Recent icons is placed in the footer instead of in the top header menu where it can be easily accessible

What recommendations would you give to someone considering this product?

It is a great platform to have in the organization because it will help a lot in managing customer support as the ticketing concept is well maintained so there is no wait time

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

+92 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.

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.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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

Anurag S.

Customer Support Solution.

Likeliness to Recommend

Pros

Mohiuddin R.

A well maintained product.

Likeliness to Recommend

Pros

Shelby S.

Responsive platform to handle all customer queries

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

Cataloging

Reporting and Analytics

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 Data Integration

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support