What is Zoho Desk?

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, that helps you put your customers at the heart of the company. It offers a robust omnichannel platform to delight and retain customers.

Zoho Desk can help businesses manage customer communication over various channels like phone, email, live chat, SMS text, social media, etc. It also helps you assign calls to your agents based on their department or team, automatically route calls to agents have previously dealt with the same customer and enables you to maintain service consistency by building meaningful customer relationships. You can hook your customer service number with Zoho Desk, and make/receive calls within the application.

The updates are never-ending, which makes the software more robust and stable. New features are being added to make sure that Zoho Desk keeps up with the competition and meets the needs of its customers. Due to this, Zoho has become a staple name as far as customer service software is concerned.

Read along through our in-depth review if you want to know whether Zoho desk is the right fit for you and your business.

What popular features do you get with Zoho Desk?

  • Omni channel supportv
  • Easy work flow automation
  • Third Party integrations
  • Access to other Zoho products

  • Customizable platform
  • Self-service for users
  • Ticketing system
  • Case assignment feature

  • AI-powered assistant
  • Automatic call routing
  • Analytical tools for customer sentiments

Customer Support is available at Zoho Desk

Zoho Desk has readily accessible articles which can guide you through most issues you will face with the software. Along with their comprehensive article base, they have created a series of videos to assist you with the most common questions about the software.

For free plans, customer service support is only available through email. If you have a paid subscription and you need personalized support, Zoho Desk provides assistance via email, chat, or phone. Phone support is available in the US, along with several other countries


What kind of business is Zoho Desk ideal for?

The versatility and flexibility of Zoho Desk features and services are not lost even when used in various fields. Zoho Desk is most beneficial to customer-focused companies with passionate service teams and a large volume of frequent customer interactions. It scales to any size and fits many verticals.

  • Large Enterprises
  • Small Businesses
  • Service Industry
  • Life Sciences
  • Retail
  • Education
  • Telecom
  • Tech services
  • Real Estate
  • Agencies
  • Insurance Industry
  • Non-Profit Organisations

Pros and Cons

  • Integration with other Zoho products
  • Feature rich
  • Highly customizable
  • Affordable price
  • Multiple plans that suit the needs and demands of every business.
  • To give you a test drive with its features, Zoho has a free trial on all plans
  • 24/7 support

  • Requires a lot of customisation to get started.
  • AI features only on top tiers.

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How much does Zoho Desk cost?

*based on information provided by the vendor. Actual cost may vary.

Zoho Desk offers multiple plans to suit every business:

Free plan includes Email ticketing, Customer management, Knowledge base, Multi-language helpdesk, Mobile apps, 24 hours 5 days email support and Predefined SLAs.

Standard plan costs $14 and includes everything in the free plan plus Social & Community, Channels, Product Based Ticket Management, Help Center Themes Gallery, Public Knowledge Base, Ticket Escalations, Workflow, Assignment & Supervise Rules, Customer Ratings, Reports & Dashboards, Work Modes for Tickets, Marketplace Extensions & Integrations and Embeddable Self-service.

Professional plan costs $23 and includes everything in the standard plan plus Multi-department Ticketing, Team Management, Automatic Time Tracking, Multilingual Knowledge Base, Basic Process Management, Round Robin Ticket Assignment, Agent Collision, Tasks, Events & Call Activities, Ticket Templates, SLA Dashboards, Ticket Sharing, Telephony and Mobile SDKs.

Enterprise plan costs $40 and includes everything in the professional plan plus Live Chat, Zia – Artificial Intelligence, Help Center Customization, Multi-brand Help Center, KB Auto-translation, Advanced Process Management, Custom Functions, Multi-level IVR, Global Reports & Dashboards, Scheduled Reports, Contract Management, Validation Rules, Layout Rules, Field Watching, Multiple Business Hours & Holidays, Role-based Data Sharing and 50 Light Agents

Final thoughts...

Zoho Desk(opens in new tab) is a customer service SAAS product that bills itself as the first “context-aware” solution in the industry. It has very competitive pricing, with its high-end plans cheaper than most other options in the market. However, its free plan has a small limit on the number of agents and you have to pay to get better levels of support.

While the features are impressive, the app could be a bit overwhelming to use.

Are you interested in what Zoho Desk can do for your business? Visit them on their website.