Zoho Desk Review
Compare Zoho Desk to leading competitors Zendesk and Freshdesk. Includes a detailed review, pricing, and answers to common questions.
Updated on August 2nd, 2024
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Zoho Desk is cloud-based help desk software developed by Zoho Corporation. Created for businesses of all sizes, the powerful software offers users a host of features including customizable reports, customer support tickets, graphical dashboard, and contract management tools.
Our Pick
Zoho Desk
Increase customer happiness and enhance agent productivity with this top-rated customer service software.
Affordable.
Comprehensive.
Pricing:
Plan | Monthly Pricing | Monthly Pricing (billed annually) |
|---|---|---|
Free | Free. | Free. |
Express | $9.00 /user. | $7.00 /user. |
Standard | $18.0 /user. | $12.00 /user. |
Professional | $30.00 /user. | $20.00 /user. |
Enterprise | $45.00 /user. | $35.00 /user. |
Pros and Cons:
Pros
- Free plan.
- Easy to use.
- Customizable.
- Integrates well with other Zoho products.
Cons
- 24/5 customer support.
- Standard plan doesn't include call center software
Review:
Zoho Desk is an affordable solution that allows support staff to connect easily with customers and resolve issues promptly. The software boasts a comprehensive range of features, including process automation, ticket management, and call center software. There are a variety of plans to choose from, including a free option with limited features.
Highlights:
- Employers have a choice of several plans, including a free option and free trials of paid plans.
- The software has a comprehensive feature profile that covers all functions involved in providing multi-channel customer support.
- The agent productivity and real-time collaboration features make it easy to prioritize tickets and improve response times.
- Users can save time and effort by automating repetitive tasks.
- Zoho Desk admin and agent interfaces can be set up in a variety of languages.
- The software supports a range of integrations and includes developer tools.
Shortcomings:
- The free plan includes very limited features.
- Zoho Desk customer support is only available five days a week.
- The Standard plan does not include call center software.
- Only the Enterprise plan includes AI features.
Reputation:
Zoho is not accredited by the Better Business Bureau and has an F rating on the platform. However, on G2, Zoho Desk has an average rating of 4.4 out of 5 stars, based on more than 3,000 user reviews. Reviewers laud the platform's intuitive user interface, integrations, and collaboration features.
At-a-Glance:
Feature | Zoho Desk |
|---|---|
Free Options | Free plan; free trial. |
Price | From $12.00 /agent /mo., billed annually. |
Ticket Management | ✓ |
Real-time Collaboration | ✓ |
Contact Management | ✓ |
Customer Support Channels | Email, help center, feedback widget, web forms, X, Facebook, community forums, phone, live chat. |
Help Desk Automation | ✓ |
Call Center Software | ✓ |
SLAs | ✓ |
Customization Options | ✓ |
AI Features | Reply assistant, sentiment predictors, ticket auto tagging, anomaly notifications, Zia. |
Multi-language Support | ✓ |
Time Tracking | ✓ |
Analytics and Reporting | ✓ |
Zoho Desk vs. Zendesk:
Zendesk's customer service solution has a similar feature profile as Zoho Desk, including ticket management, a self-service help center, multi-channel support, collaboration tools, reporting, and analytics. Both also offer AI and automation features. However, Zoho Desk is the more affordable option, and unlike Zendesk, offers a free plan.
Zoho Desk vs. Zendesk Comparison:
Feature | Zoho Desk | Zendesk |
|---|---|---|
Free Options | Free plan; free trial. | Free trial. |
Price | From $12.00 /agent /mo., billed annually. | From $49.00 /agent /mo., billed annually. |
Multiple Customer Support Channels | ✓ | ✓ |
Ticket Management | ✓ | ✓ |
Collaboration Tools | ✓ | ✓ |
Call Center Software | ✓ | ✓ |
Automation | ✓ | ✓ |
Social Channels | ✓ | ✓ |
Zoho Desk vs. Freshdesk:
Both Freshdesk and Zoho Desk are feature-rich customer support solutions. Zoho Desk stands apart with its advanced process automation features and custom dashboards. Both platforms offer a free plan as well as free trials of their paid options.
Zoho Desk vs. Freshdesk Comparison:
Feature | Zoho Desk | Freshdesk |
|---|---|---|
Free Options | Free plan; free trial. | Free plan (Support Desk); free trial. |
Price | From $12.00 /agent /mo., billed annually. | From $15.00 /agent /mo., billed annually, for Support Desk; from $29.00 /agent /mo., billed annually, for Omnichannel. |
Multiple Customer Support Channels | ✓ | ✓ |
Ticket Management | ✓ | ✓ |
Collaboration Tools | ✓ | ✓ |
Call Center Software | ✓ | ✓ |
Automation | ✓ | ✓ |
Social Channels | ✓ | ✓ |
Zoho Desk vs. ServiceDesk Plus:
ServiceDesk Plus and Zoho Desk both offer a great range of customer support tools. While Zoho Desk is a comprehensive customer service solution with great agent productivity and collaboration features, Service Desk Plus is an IT service management solution and includes asset, IT release, and IT project management features.
Zoho Desk vs. ServiceDesk Plus Comparison:
Feature | Zoho Desk | ServiceDesk Plus |
|---|---|---|
Free Options | Free plan; free trial. | Free trial. |
Price | From $12.00 /agent /mo., billed annually. | From $10.00 /technician /mo. |
Multiple Customer Support Channels | ✓ | ✓ |
Ticket Management | ✓ | ✓ |
Collaboration Tools | ✓ | ✓ |
Automation | ✓ | ✓ |
Social Channels | ✓ | x |
Key Information:
Legal Name | Zoho Corporation |
Founder | |
Founding Date | Jan 01, 1996 |
Address | 4141 Hacienda Dr., Pleasanton, CA 94588 |
Number of Employees | 15000 |
Number of Customers | 100000000 |
Telephone | |
Website |
FAQs:
How much is Zoho Desk?
Zoho Desk plans range from $12.00 per agent per month if billed annually to $45.00 per month.
How does Zoho Desk work?
Zoho Desk is a help desk software that allows users to manage their customer support activities. It is a cloud-based software created for businesses of all sizes.
Is there a Zoho Desk free trial?
Yes, Zoho Desk does offer a free trial. To access the trial, go to zoho.com/desk and fill in the form on the right side of the main homepage banner. Then simply click "Start My Free Trial" beneath the form.