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Zoho

Zoho Desk

Composite Score

8.6 /10

CX Score

8.9 /10

54 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

Strategy and Innovation
Contract Negotiation

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.

87 Likeliness to Recommend

1
Since last award

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

Intelligent Search

Reporting and Analytics

Bulk Actions

Workflow and Approval Management

Rich Text Editor

Social Features

Vendor Capability Ratings

Average 82

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

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 8.7

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Customer Service - Enterprise

Score 8.7

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Zoho Desk Screenshots

Zoho Desk Videos

Zoho Desk Reviews

Jorge Luis F.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2024

Easy to implement and extend capabilities.

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho is very easy to implement and try in difference to other brands

What is your favorite aspect of this product?

Having a trial was easy along with the integration with office 365 and customization of the platform.

What do you dislike most about this product?

The sales person took some time to give me a proper quote. I still don't quite understand the documentation they provide to integrate other Zoho products.

What recommendations would you give to someone considering this product?

Please make it more easy to integrate with other tools or standarize an API implementation along your products.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Unique Features

Cons

Less Efficient Service

Dave M.

Role: Information Technology
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2023

Good Help desk / ticketing solution

Likeliness to Recommend

8 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk provides an affordable ticketing solution that includes a feature packed knowledge base solution. They have attempted to incorporate AI assistance, but that still needs a bit of work. They do leverage a decent dialog flow option for directing customers to the knowledge information before reaching out to talk with an agent. That has been helpful. Desk also provides a number of limited "Light Agents" to provide limited access tickets and information. Zoho Desk offers a variety of reporting and analytics tools that help track key performance indicators. Reporting can also be enhanced utilizing Zoho Analytics.

What is your favorite aspect of this product?

I really like the knowledge base options that Zoho Desk provides. The documents and articles are presented in a professional manner to our customers and the search capability is good. I like that Zoho Desk integrates well with other Zoho applications like Zoho CRM and Zoho Projects. There is minimal effort to link the applications. We are hoping that the ability to set up a communication and dialog flow will be very beneficial. We are in the beginning stages of this right now and it does look promising.

What do you dislike most about this product?

Although the integration with the other Zoho apps is built in, there are limitations with linking data. I would like to see a more robust set of default linking, including custom fields. Non default data integration is still possible with other methods, like custom functions.

What recommendations would you give to someone considering this product?

Determine the right license level for you. We went with the enterprise level to take advantage of some key features. Build and develop the knowledge base with existing documentation. It is pretty simple to turn your library of support documents into a very good, customer facing, online knowledge base. Identify those internal only documents and provide access to the internal team and get them to use the knowledge base too. One last thing is that Desk normally comes with a number of "Light Agent" user licenses. Give access to the Desk information and tickets to other, key departments and improve collaboration and communication.

Pros

Friendly Negotiation
Reliable
Enables Productivity
Helps Innovate

Cons

Under Delivered

Francesco I.

Role: Operations
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

Zoho Desk Has Excellent Capabilities

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

The features of Zoho Desk are super amazing and powerful to implement.

What is your favorite aspect of this product?

Zoho Desk Is powerful and reliable to use. It works so well for us.

What do you dislike most about this product?

I do not dislike Zoho Desk at all. It is so impressive.

What recommendations would you give to someone considering this product?

I highly recommend Zoho Desk.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Zoho Desk

What is Zoho Desk?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Champion

2022 Emotional Footprint Champion

Zoho Desk Ratings

87 Likeliness to Recommend

1 Since last award

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.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

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

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.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

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.

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.

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.

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

Jorge Luis F.

Easy to implement and extend capabilities.

Likeliness to Recommend

Pros

Cons

Dave M.

Good Help desk / ticketing solution

Likeliness to Recommend

Pros

Cons

Francesco I.

Zoho Desk Has Excellent Capabilities

Likeliness to Recommend

Pros

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1
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Feature Ratings

Configurable Knowledge Repository

Role-Based Access

API Integration

Multiple File Type Support

Cataloging

Intelligent Search

Reporting and Analytics

Bulk Actions

Workflow and Approval Management

Rich Text Editor

Social Features

Vendor Capability Ratings

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Data Integration

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support