Zoho Desk Expert Review, Pricing, Alternatives - 2022

Huda Idris
Technical writer, HR software advisor, and marketing strategist
May 16, 2022
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Zoho Desk Versus the competition

Zoho is a provider of all sorts of business solutions that are affordable yet on par with the market's leading offerings. Zoho Projects exemplifies this, being a feature-rich project management product that's robust, intuitive, and budget friendly.

Pros
Cons

Zoho Desk Review

Zoho Desk is a cloud-based help desk software that allows you to provide context-driven support. It provides comprehensive features and workflows for ticket management, assignment, categorization, prioritization, escalation, and more. It also features a knowledge base for ticket deflection through self-service, as well as easy-to-use dashboards to track quality metrics such as customer satisfaction and overall team performance.

Who shouldn't buy Zoho Desk

Zoho Desk Customers

McAfee, Daimler, Lycamobile, Godrej, Essilor.

Zoho Desk Stats

  • Zoho Desk offers 24/7 support without a global team
  • Zoho Desk was featured in Gartner's Magic Quadrant for CRM Customer Engagement Center (CEC), 2020

Zoho Desk Key Features

  • Omnichannel support
  • SLA management
  • Canned responses
  • Ticket history
  • Customer profiles
  • Intelligent ticket routing
  • Workflow customization
  • Automatic notifications
  • Chatbot & help widget
  • Customer feedback collection
  • Custom reports
  • Portal customization
  • User permissions
  • Knowledge management
  • Multibrand help center
  • Time tracking
  • Mobile access

Zoho Desk Pricing

Zoho Desk stands out from competitors by offering affordable plans, ranging from free (with a reasonable limit of three users) to $35 per agent per month billed annually. 

  • Zoho Desk's most popular plan, i.e. Zoho Professional, includes several feature additions and goes for a competitive price of $20 per agent per month when billed annually.
  • Their most comprehensive plan, i.e. Zoho Enterprise, is on par with most top-tier plans by other providers in terms of features and goes for a significantly low price of $35 per agent per month billed annually.

Zoho Desk Key Integrations

Zoho Desk integrates seamlessly with other solutions within the Zoho family such as Zoho CRM. It also integrates with hundreds of 3rd party tools including those for agent productivity improvement, process automation, customer relationship management, sales/marketing management, telephony, data sync & migration, e-commerce, team collaboration, issue tracking, knowledge/content management, reporting & analytics, security, social media, surveys & feedback, time tracking, accounting & billing and user/access management.

Zoho Desk Implementation

Zoho Desk is cloud based which makes it easy to implement. To get started, head to Zoho Desk's page and click the GET STARTED button at the top right hand corner. This will take you to a page where you can create a trial account to test the platform's features and offerings.

Zoho Desk Customer Success

Zoho Desk has a help center with articles, tutorials and technical documentation for customers to self-serve. Customers can also submit a support request if further help is needed.

About Zoho Desk

Zoho Desk Alternatives

Zendesk is arguably the most well-known customer support software available today. Among its features are integrated surveys to measure customer satisfaction and analytics dashboards to monitor your team’s performance.
Freshdesk is a scalable solution for companies of any size. It packs strong features, including one for gamification to encourage agents to improve their output.
Like most products within the Freshworks Inc. family, Freshservice is a robust, comprehensive, and easy-to-use product with a very intuitive interface.
ServiceDesk Plus is a very comprehensive ITSM solution that’s trusted by some of the thousands of businesses, including 9/10 of Fortune 100 companies.
JitBit is a provider of both self-hosted and cloud-based help desk ticketing solutions that are feature-rich, easy to use and very friendly to third-party integrations.
LiveAgent is a simple customer support solution. Their native live chat is easily accessible via a widget that integrates smoothly with your websites and apps, allowing you to connect with customers instantaneously.
OneDesk helps small businesses improve the way they handle daily customer support and project management processes. The platform is affordable and easy to use with little to no training required.
Vision Helpdesk’s support solutions are offered over several pricing tiers and different deployment option, covering the diverse needs of companies large and small.
ProProf covers most of what you’d expect from a help desk at a price point that’s quite competitive. Not only that, but their fixed plans can be tried for free for up to 15 days - no credit card required, with a 15-day money-back guarantee upon signup.
Created by Atlassian, Jira Service Management is a fantastic customer service solution with thousands of integrations, ensuring it can fit well in any tech stack.
Geared mostly towards medium and large companies, HappyFox is a customer support solution that's highly customizable, easy to use and quick to set.
With standout features such as customer journeys and collaboration, Kayako is a great choice for companies of all sizes to gain better context about customers.
SolarWinds Service Desk has one of the widest feature sets in IT service management, complete with a 30 day free trial to ensure you like it before you buy.
Spiceworks is perhaps the only vendor in this space to offer both cloud-based and on-premise versions of their help desk ticketing system, completely free of charge.
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