Beta
Zoho Desk
4.3
10,194

Not Claimed SSO

Zoho Desk is a SaaS solution that helps businesses manage customer communication across various channels, including phone, email, live chat, SMS text, and social media. It allows for call assignment based on department or team, automatic routing to familiar agents, and consistency of service to build customer relationships. It also offers in-app calling functionality.
Website
https://www.zoho.com
Developer
Zoho Corporation Pvt. Ltd.
Category
CRM
Suitable for enterprise
Freelance、Startups、SMEs、Agencies、Enterprises
HQ Location
Austin, TX
Year Founded
1996
Number of Employees
16,535
Twitter
@Zoho
Strengths
  • Customizable

    Allows for customization of workflows and automation

  • Multi-channel support

    Supports multiple channels including email, social media, and phone

  • Integrations

    Integrates with other Zoho products and third-party apps

Weaknesses
  • Limited reporting

    Reporting capabilities are limited compared to other help desk software

  • Steep learning curve

    May take time to learn and navigate the software

  • Limited customization

    Customization options are limited compared to other help desk software

Opportunities
  • Opportunity to expand into new markets and industries
  • Opportunity to improve reporting capabilities to better compete with other help desk software
  • Opportunity to improve customization options to better meet the needs of users
Threats
  • Competition from other help desk software providers
  • Potential impact of economic downturn on demand for help desk software
  • Increased focus on data security and potential impact on user trust

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Review Distribution

  • 👍
    High - rated users

    Zoho Desk is great for aiding customers and fostering deeper connections between products and services, which speeds up issue resolution.The ability to drag and drop items across categories would be helpful for issue tracking.

  • 🤔
    Average - rated users

    No information provided.No information provided.

  • 👎
    Low - rated users

    Zoho Desk was easy to set up and the company was willing to help with custom domain pointing.The Invoicing product did not integrate with Desk as advertised, support reps mentioned that integrations are in BETA, and the customer would not recommend the product.

Media

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Zoho Desk Plan

Zoho Desk offers a range of pricing plans starting at $12/user/month with varying features such as automation and multichannel support.
FREE $ 0
Completely Free upto 3 agents Email Ticketing Customer Management Private Knowledge Base Multi Language Help desk Mobile Apps 24*5 Email Support Help Center Predefined SLAs Macros
Express $ 7
Features from FREE + Can use up to 5 Users Social Channels Workflow System Assign Tasks Directly Customer Satisfaction Rating Pre-built Reports and Dashboards
STANDARD $ 14
Features from EXPRESS + Instant Messaging Channel Product Based Ticket Management Help Center Themes Gallery Public Knowledge Base SLAs & Escalations Workflow, Assignment & Supervise Rules Customer Happiness Ratings Reports & Dashboards Work Modes for Tickets Marketplace Extensions & Integrations ASAP - Embeddable Self-service 24/7 Phone Support on Business Days Add-On ($6/Light Agent/Month)
PROFESSIONAL $ 23
Features from STANDARD + Multi-department Ticketing Team Management Automatic Time Tracking Multilingual Knowledge Base Blueprint - Basic Process Management Round Robin Ticket Assignment Agent Collision Tasks, Events & Call Activities Ticket Templates Private Marketplace Extensions SLA Dashboards Ticket Sharing Telephony Mobile SDKs 24x5 Chat Support Add-On ($6/Light Agent/Month)
ENTERPRISE $ 40
Features from PROFESSIONAL + 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 50 Light Agents Add-On ($6/Light Agent/Month)
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