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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Real user data aggregated to summarize the product performance and customer experience.
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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.
88 Likeliness to Recommend
1
Since last award
100 Plan to Renew
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.
+91 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
- Acts with Integrity
- Effective Service
- Saves Time
- Reliable
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
Configurable Knowledge Repository
API Integration
Role-Based Access
Multiple File Type Support
Reporting and Analytics
Cataloging
Intelligent Search
Social Features
Bulk Actions
Workflow and Approval Management
Version Control
Vendor Capability Ratings
Business Value Created
Ease of Customization
Product Strategy and Rate of Improvement
Quality of Features
Ease of Data Integration
Availability and Quality of Training
Breadth of Features
Ease of Implementation
Vendor Support
Ease of IT Administration
Usability and Intuitiveness
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People and the Story: The all-new Zoho Desk
IM console 1
GC Widget customization with data
Zoho Desk Reviews
Jamie R.
- Role: Sales Marketing
- Industry: Gaming and Hospitality
- Involvement: Business Leader or Manager
Submitted Dec 2024
Streamlined Service, Happy Guests
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk's automation rules are incredibly customizable without requiring coding expertise—great for small but busy teams
What is your favorite aspect of this product?
If a guest tweets about a service issue, it’s instantly logged and assigned to the appropriate team without delay.
What do you dislike most about this product?
While it provides detailed analytics, the dashboards feel rigid compared to alternatives like Zendesk Explore
What recommendations would you give to someone considering this product?
Start with automating repetitive tasks like routing tickets or sending acknowledgment emails. Once you see how much time this saves, dive deeper into customization for guest-specific workflows.
Pros
- Helps Innovate
- Continually Improving Product
- Effective Service
- Caring
Raghu M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Professional customer support tool
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk is easy to integrate with other social media tool like WhatsApp and Messenger at no extra cost,
What is your favorite aspect of this product?
Zoho Desk is easy to use and to implement as it support multiple channels like Twitter, Facebook and Whatsapp at an affordable rate. The tool supports multiple agents at single license and, I like the user interface of Zoho Desk
What do you dislike most about this product?
Setting up a knowledgebase within Zoho Desk is hard as the tool takes a lot of time to verify DNS records to use the custom URL. It is also time consuming to modify ticket templates
What recommendations would you give to someone considering this product?
I would recommend the tool because it is pricey and does support omnichannel communication
Pros
- Unique Features
- Caring
- Saves Time
- Altruistic
Jackline C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
Easy to integrate the tool
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk is pricey and yet with more features like the live chat, social media integrations, knowledgebase system and a professional customer care team who are responsive to both technical and sales inquiry.
What is your favorite aspect of this product?
I like the tool because it is easy and simple to deploy and implements, it comes with ticket templates that can guide you on how to customize the tool to meet your requirements, I furthermore like the social media integrations which pulls on messages from different social media tools to one dashboard and hence helping me resolve questions faster.
What do you dislike most about this product?
The user interface of the tool needs a lot of improvement and the dark mode setting needs to be adjusted at the top bar for easy accessibility
What recommendations would you give to someone considering this product?
I would recommend the tool because it is easy to use and does not cost a lot of money like other ticketing and knowledgebase tool
Pros
- Reliable
- Inspires Innovation
- Fair
- Altruistic
