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

Soumaya M.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Zoho desk is easy to implement and deploy

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

It supports multiple tools from one dashboard, you can have emails and all social media tools

What is your favorite aspect of this product?

Zoho desk does not cost a lot of money despite the fact that is comes with a lot of features including social media tools, and live chat + the knowledgebase system. Support team respond to questions on time and it is easy to configure and set the interactive chatbots within the zoho desk

What do you dislike most about this product?

I often get challenges while verifying our records for DNS when we need to use the custom URL for our knowledgebase and the SSL certificate provided on the tool expires faster yet installing it takes a lot of time and needs a lot of expertise

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool

Pros

Enables Productivity
Respectful
Altruistic
Generous Negotitation

Al MUHANNA M.

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

Validated Review

Verified Reviewer

Submitted Feb 2024

Likeliness to Recommend

8 /10

Pros

Reliable
Enables Productivity
Caring
Client Friendly Policies

Anuroop V.

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

Validated Review

Verified Reviewer

Submitted Jan 2024

Overall good experience with the product!

Likeliness to Recommend

8 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk distinguishes itself from other similar products through its seamless integration with the Zoho Suite, enabling efficient data flow across departments. Offering multi-channel support including email, chat, social media, and phone, Zoho Desk consolidates customer interactions, while its customisation and automation features empower businesses to tailor support processes. AI-powered capabilities like Zia enhance customer insights and suggest solutions, complementing self-service options such as knowledge bases and community forums.

What is your favorite aspect of this product?

Its seamless integration with the Zoho Suite, multi-channel support options, customization capabilities, and AI-powered features are all noteworthy aspects that contribute to its effectiveness in managing customer interactions and improving overall customer satisfaction.

What do you dislike most about this product?

learning curve associated with implementing new features, potential limitations in customization options, or challenges in integrating with other third-party applications outside of the Zoho ecosystem

What recommendations would you give to someone considering this product?

Understand your organization's specific requirements for customer support software. Consider factors such as the volume of customer inquiries, preferred communication channels, team size, and budget constraints.

Pros

Trustworthy
Efficient Service
Effective Service
Altruistic

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

Soumaya M.

Zoho desk is easy to implement and deploy

Likeliness to Recommend

Pros

Al MUHANNA M.

Likeliness to Recommend

Pros

Anuroop V.

Overall good experience with the product!

Likeliness to Recommend

Pros

Most Popular Zoho Desk Comparisons

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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