Zoho Desk Review - why 4.5 stars?

Zoho Desk Review
ITQlick Score: 92/100
ITQlick Rating: (4.5/5)
Pricing: 4/10 - average cost
Category: Help Desk -> Zoho Desk
Ranking:Ranked 3 out of 209 Help Desk systems
Company: Zoho Corporation
Pricing: starts at $14 per agent/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Zoho Desk pricing, Zoho Desk alternatives

Shlomi LaviShlomi Lavi / updated: Mar 12, 2022

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What is Zoho Desk and its features?

Zoho Desk is a cloud-based customer relationship management software for companies growing their customer base. Zoho Desk is a knowledge base tool that answers customer queries faster, reducing the overall complaints and tickets in your bucket to resolve later.

Zoho Desk has all the necessary features for customer relationship management, such as multichannel support, multi-department structure, telephony, social media, email communication, live chat, and reply assessment.

Moreover, Zoho Desk has a feature for sentiment analysis for diving deep into customer behavior understanding. You can also design workflows, custom functions, layouts, and blueprints. Furthermore, you can integrate Zoho Desk with your current web applications to have a customer relationship management module with advanced features.

Zoho Desk is owned by Zoho Corporation, owned by Sridar Vembu, who has most of the company shares. Although Zoho Corporation is based in India, the product Zoho Desk is registered in the United States.

Zoho Desk has 1000 plus employees making Zoho Desk a large organization. The target organization size for Zoho Desk is small, medium, and large-sized organizations. Moreover, Zoho Desk is not only available for Desktop and Web apps. It is also available as a mobile app.

What is Zoho Desk rating?

The rating of Zoho Desk is 4.5 stars out of 5 and the total score is 92 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Who uses Zoho Desk?

The typical customers include the following business size: Small, medium and large size businesses.

Is it easy to use?

Yes, Zoho Desk makes it fairly easy to use. This product is user friendly and intuitive.

Is Zoho Desk cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

Yes, you can access Zoho Desk on your mobile/smart phone.

Is Zoho Desk the best Help Desk system?

Zoho Desk is ranked 3 out of 209 software in their category (Help Desk systems).

What are Zoho Desk's pros? (4 Pros)

  • Zoho Desk is easier to use and has features that fit all businesses types and needs
  • It has 24/7 support for businesses to get faster query responses
  • You can add tags to tickets for easy tracking
  • The software supports Single Sign-On

What are Zoho Desk's cons? (3 cons)

  • At times there are efficiency issues, but they are timely resolved
  • Automation feature needs improvement to support complex business ideas
  • Users cannot duplicate generated tickets yet

Who are their main alternatives?

Every business has different requirements. Therefore, it is necessary to view additional options, compare them, and select one that fits well with the business needs. Zendesk, Freshdesk, and Desk.com are the three biggest competitors for Zoho Desk.
  • Functionality: Zendesk is a cloud-based customer relationship management tool that offers easy-to-implement solutions for your business needs. It offers SLA management, macros, help desk management, agent collaboration, real-time notifications, custom views, and mobile app support. Moreover, it offers multilingual support for around 40 languages around the world.

    Zendesk keeps the audit trail for conversations keeping every aspect of customer relationship management intact. On the other hand, Zoho Desk offers similar features, but the language support is limited. However, the edges take the sentiment analysis feature from the Zoho Desk.

    Freshdesk offers scenario automation, agent collision detection, SLA management, team inbox, custom ticket status, team huddle, multichannel support, social media support, and scheduling dashboard. You can further customize your user roles as per the business needs.

    Although Freshdesk offers similar features as the Zoho desk, it does not provide a sentiment analysis feature. There is a customer report feature, but that is different from the analytics provided by Zoho Desk.

    Desk.com is a multichannel cloud-based customer relationship management software. It offers a reward system, community discussions, custom branding, multi-brand support, business rules & case filters, effective monitoring, and a customer support module. The overall feature set is limited compared to Zoho Desk, but Desk.com offers high support for integrations.
  • Pricing: The professional pricing plan for Zendesk costs around $99 per month. Whereas the starting price of Desk.com is around $20, which increases as you add in more users and features. The cost of Freshdesk is approximately $15 per month per user, which might increase with the addition of features and users.
  • Support Desk.com offers support through phone calls and online support. There is limited documentation. Whereas Zendesk provides demo, blogs, online support, webinar & videos, and customer case studies for its users. Freshdesk and Zoho Desk have 24/7 support for their users, along with free versions, documentation, and training.

What is the cost of Zoho Desk?

If you have only three agents in your business with a requirement for only essential features for customer relationship management, the free version of Zoho Desk is good to go. However, if you have advanced needs, there are three modules, namely, standard, professional, and enterprise, available at the cost of $14, $23, and $40 per month.

Each of these packages has additional features available for your business. However, the most preferred package of the users is the standard package. The price of Zoho Desk is in the lower range compared to other customer relationship management software available.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 4 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Zoho Desk. You can also find here pricing information from Zoho Desk's website.

What should you ask Zoho Corporation during a demo session? (65 questions)

Schedule a demo with Zoho Desk and access 65 must ask questions for the vendor while watching Zoho Desk in action.

Where Zoho Desk is used?

Zoho Desk is a low-priced cloud-based customer relationship management software for all types of businesses. Even if you have just started out, you can benefit from the free version. The sentiment analysis gives users the right insights to help you make the right decisions for your customers and overall business. Moreover, you can integrate Zoho Desk with your official website or other tools to have all business processes in one place.

List of categories

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Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.