

In Partnership With SelectHub

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.
Company Details
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In Partnership With SelectHub
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
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?
Pros
- Reliable
- Trustworthy
- Acts with Integrity
- Altruistic
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Workflow Management
Intelligent Search
Customer Service Knowledge Management
Customer Community Management
Multi Channel Support
Analytics and Reporting
Contact Center Integration
Customer Self Service Capabilities
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Business Value Created
Breadth of Features
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Ease of Implementation
Ease of Customization
Ease of Data Integration
Ease of IT Administration
Availability and Quality of Training
Vendor Support
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People and the Story: The all-new Zoho Desk
Zoho Desk Reviews

Greg R.
- Role: Operations
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Apr 2025
Zoho Desk has amazing capabilities and function!
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.

Jane U.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2025
Activity Review
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.

Subash C.
- Role: Student Academic
- Industry: Education
- Involvement: End User of Application
Submitted Mar 2025
The ultimate helpdesk elevating support
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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