Zoho Desk Logo
Zoho Desk Logo
Zoho

Zoho Desk

Composite Score
8.6 /10
CX Score
8.9 /10
Zoho Desk
8.6 /10

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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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

88

Role-Based Access

86

API Integration

85

Multiple File Type Support

85

Cataloging

84

Reporting and Analytics

84

Intelligent Search

83

Social Features

83

Workflow and Approval Management

83

Bulk Actions

83

Version Control

82

Vendor Capability Ratings

Average 82

Business Value Created

86

Quality of Features

85

Product Strategy and Rate of Improvement

84

Ease of Customization

84

Breadth of Features

83

Ease of Data Integration

83

Ease of Implementation

83

Availability and Quality of Training

82

Usability and Intuitiveness

80

Ease of IT Administration

79

Vendor Support

78

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

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