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Zoho Desk Logo Award Winner Product Badge
Zoho

Zoho Desk

Composite Score
8.8 /10
CX Score
9.1 /10
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Category
Zoho Desk
8.8 /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.

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Awards & Recognition

Zoho Desk won the following awards in the Customer Service - Midmarket 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.

89 Likeliness to Recommend

1
Since last award

98 Plan to Renew

1
Since last award

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.

+93 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?

3% Negative
4% Neutral
93% Positive

Pros

  • Reliable
  • Trustworthy
  • Acts with Integrity
  • Altruistic

Feature Ratings

Average 83

Customer Service Workflow Management

85

Intelligent Search

83

Customer Service Knowledge Management

83

Customer Community Management

83

Multi Channel Support

82

Analytics and Reporting

82

Contact Center Integration

81

Customer Self Service Capabilities

81

Mobile Customer Care

77

Vendor Capability Ratings

Average 81

Quality of Features

85

Business Value Created

84

Breadth of Features

84

Usability and Intuitiveness

83

Product Strategy and Rate of Improvement

82

Ease of Implementation

81

Ease of Customization

80

Ease of Data Integration

80

Ease of IT Administration

79

Availability and Quality of Training

78

Vendor Support

76

Zoho Desk Reviews

Greg R.

  • Role: Operations
  • Industry: Education
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2025

Zoho Desk has amazing capabilities and function!

Likeliness to Recommend

10 /10

What differentiates Zoho Desk from other similar products?

Zoho Desk has amazing capabilities around ticket response and answering questions. It also has an amazing Knowledge Base tool available that can help internal employees and external customers.

What is your favorite aspect of this product?

I love having all my tickets in one place. I love being able to be notified of tickets and to be able to respond to them on my phone. I LOVE the Knowledge Base feature and think that it really gets the job done nicely!

What do you dislike most about this product?

I have two minor gripes with Desk. The first is we discovered a few months ago that it had only been creating tickets for about half of the emails our customers sent us. After some digging i discovered it was because Desk's spam filter was blocking a ton of our customers. I turned it off and the problem has ended, but it's still frustrating now becuase I have to sort through dozens of spam messages every week. My only other gripe is that you can't mark tickets as spam in the app, related to the first issue.

What recommendations would you give to someone considering this product?

Zoho Desk really gets the job done. It has a couple of hiccups and I'd like to see a stronger and more relevant relationship with Zoho CRM, but between the incredible customization abilities of Zoho Desk and the extensive offering of the Knowledge Base, Zoho Desk really delivers.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Cons

  • Less Caring

Jane U.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2025

Activity Review

Likeliness to Recommend

5 /10

What differentiates Zoho Desk from other similar products?

User-friendly

What is your favorite aspect of this product?

Zoho CRM conveniently protects your data

What do you dislike most about this product?

Learning curve: While Zoho CRM is easy to use, it still requires some learning, which could be a challenge for businesses with limited resources or technical knowledge

What recommendations would you give to someone considering this product?

I recommend that Zoho should stay organized

Pros

  • Helps Innovate
  • Reliable
  • Unique Features
  • Effective Service

Subash C.

  • Role: Student Academic
  • Industry: Education
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2025

The ultimate helpdesk elevating support

Likeliness to Recommend

9 /10

What differentiates Zoho Desk from other similar products?

Zoho desks excel with its highly customisable interface and flexible automation tools which let organization and businesses tailor workflow according to the needs.

What is your favorite aspect of this product?

My favourite aspect is the built in AI assistant Zia which offers smart suggestions and automates repetitive tasks.

What do you dislike most about this product?

Had problem in getting use to initially because of the steep learning curve.

What recommendations would you give to someone considering this product?

Be ready for initial learning curve and invest your time in training.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Efficient Service

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