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Zoho Desk is a customer support help desk platform. It streamlines assist operations and enhances buyer interactions. Your corporation can handle communications throughout numerous channels utilizing its highly effective ticketing system. With a give attention to customer-centric companies, it helps organizations present customized assist at scale utilizing AI.
Zoho provides many options to deal with customer support duties. For instance, it now boosts agent productiveness with AI help from Zia, together with traditional options like workflow automation, crew collaboration, and time monitoring. It additionally has self-service choices by way of customizable assist facilities for buyer independence.
Over 100,000 companies belief Zoho Desk throughout completely different industries, particularly in IT and SaaS. However greater than 53% of those are small companies with fewer than 50 staff, many working in a number of areas with completely different languages. Zoho Desk not solely resolves buyer points but additionally provides insights to enhance general enterprise well being.
Zoho Desk: Plans and pricing
Zoho has a variety of plans to swimsuit most enterprise wants. You’ll be able to check every of them out in a 15-day trial. You’ll be able to change between subscriptions throughout this time and Zoho really encourages you to take action, providing you with an opportunity to check out completely different options.
The excellent news is that Zoho provides a free plan, which the corporate describes as being appropriate for “minimal assist wants” This plan can embody as much as three brokers. You additionally get primary email ticketing and a data base.
Zoho additionally provides an ‘Categorical’ plan that prices simply $7 per consumer monthly in case you pay yearly or $9 per consumer monthly in case you pay month-to-month. This helps as much as 5 customers and likewise features a primary ticketing system, cloud analytics, and social media integration.
Then there’s the highest three pricing tiers. The ‘Normal’ plan prices $14 per consumer monthly if billed yearly or $20 per consumer monthly in case you pay month-to-month. Perks embrace 5 e mail channels, your very personal assist heart, a suggestions widget, 5 superior net varieties, social media assist for one model (Fb and Twitter) and On the spot Messaging. There’s additionally no restrict on the variety of brokers you may have on the ‘Normal’ plan offered you are ready and prepared to pay the subscription charges.
The ‘Skilled’ plan prices $23 per consumer monthly if paid yearly or $35 per consumer in case you pay month-to-month. It contains all the above together with different perks like the power to ‘comply with’ tickets and clients in addition to add ticket resolutions to your data base. ‘Skilled’ additionally has safeguards to keep away from ticket ‘collisions’. Zoho Desk can provide you with a warning if one other agent has begun responding to a ticket and you’ll even chat with them.
The ‘Enterprise’ tier prices $40 per consumer monthly if billed yearly or $50 per consumer in case you’re paying month-to-month. It contains all the pieces within the above-mentioned plans plus some heavy-hitting extras. These embrace assist for as much as 100 e-mail channels, no fewer than twenty net varieties for every of your departments, in addition to integration for as much as two manufacturers for Fb, Twitter and Instagram. Most significantly this tier helps reside chat, so you may work together with clients immediately in your web site.
Zoho Desk: Options
Zoho Desk provides a variety of options that improve customer support for organizations of all sizes. The platform combines ticketing, AI intelligence, omnichannel assist, and customization to create an efficient assist desk resolution. With over 70 options, from ticket administration to superior AI, Zoho Desk helps companies present nice buyer experiences whereas streamlining workflows.
What makes Zoho Desk particular is its AI assistant, Zia. Zia received a serious improve within the Spring 2025 replace, offering context-aware assist with instruments like Reply Assistant, Content material Generator, Writing Assistant, and Content material Analyzer. These options assist brokers create correct and empathetic responses. The platform additionally permits companies to attach customer support with different capabilities, linking assist with gross sales, advertising, and extra.
Omnichannel communication
Zoho Desk lets companies deal with buyer conversations throughout completely different channels utilizing a single platform. It combines communications from e mail, cellphone, chat, social media, and web sites into one ticketing system. This helps brokers present constant assist irrespective of how clients attain out. The omnichannel strategy retains buyer context intact, lowering frustration from repeated info and guaranteeing easy experiences.
The Spring 2025 replace improved messaging capabilities, enhancing Guided Conversations with extra personalization and integration choices. It launched prebuilt templates for fast chat automation in assist and gross sales. The replace additionally featured a redesigned builder UI for simpler navigation and easy integration blocks that join with different Zoho apps. These modifications assist companies provide responsive, customized assist whereas staying environment friendly.
AI-enabled help
Zia, Zoho’s AI assistant, helps each brokers and clients. For brokers, Zia analyzes queries for context and sentiment, suggesting related responses. It helps enhance communications with language suggestions and creates one-click summaries of conversations. For purchasers, Zia provides 24/7 automated assist, answering frequent questions utilizing pure language and the group’s data base.
The April 2025 replace made Zia even higher at offering context-aware assist. This helps groups keep responsive and environment friendly whereas lowering handbook work. The updates permit assist groups to handle routine duties extra precisely and preserve easy conversations with clients. Zia has advanced from a easy chatbot into a sophisticated assist system able to dealing with degree 1 and a couple of buyer requests.
Information administration
Zoho Desk provides sturdy self-service choices, permitting clients to seek out solutions on their very own. Companies can create customizable assist facilities with data bases, neighborhood boards, and guided options that match their model. These portals home how-to guides, troubleshooting articles, and FAQs, serving to clients remedy frequent points with out contacting assist.
Latest enhancements make assist facilities extra accessible for all clients. Options like display readers translate textual content into speech or Braille, and voice-to-text capabilities improve usability. The ASAP plugin lets companies embed self-service choices immediately into cell apps or web sites, guaranteeing clients discover solutions shortly. This reduces ticket quantity and boosts satisfaction.
Agent productiveness instruments
Zoho Desk supplies assist brokers with instruments for collaboration and communication. Options like Group Feed facilitate discussions, whereas Feedback permit brokers to tag colleagues for enter on tickets. These instruments allow the assist crew to deal with advanced points collectively.
The April 2025 replace launched agent-focused enhancements to hurry up workflows and determination instances. Personal extensions let groups customise agent interfaces, and dynamic report syncing retains knowledge up to date robotically. The brand new Agent Availability Report provides real-time insights into presence and workload. These enhancements give brokers the instruments they want once they want them, resulting in quicker assist and higher buyer outcomes.
Workflow automation
Zoho Desk’s automation options assist companies save time by managing processes and lowering repetitive duties. The platform permits for customized workflow guidelines, process routing, and alerts tailor-made to particular wants. For bigger organizations, the Blueprint function supplies a drag-and-drop interface to visualise and implement advanced workflows simply.
The Spring 2025 replace expanded automation with system fields that carry out real-time calculations utilizing different area values. This helps companies view value estimates, gross sales commissions, or accessible stock immediately inside ticket particulars with out handbook calculations. The improved Guided Conversations function now helps adaptive flows, utilizing messaging knowledge to auto-fill particulars for a customized chat expertise, guaranteeing contextual continuity.
Zoho Desk: Analytics
Zoho Desk supplies wonderful analytics that flip customer support knowledge into worthwhile insights. With easy-to-use dashboards and detailed reporting instruments, you may simply get the knowledge you want. The built-in dashboards let groups observe service efficiency utilizing frequent metrics. The Ticket Overview provides a whole view of assist operations, displaying key stats in a single place. Managers can use the HQ dashboard to observe crew efficiency with out switching between tabs.
The reporting options transcend primary numbers. Time-based studies observe important metrics like First Response Time, Common Response Time, and Common Decision Time, and you’ll filter them by date, channel, and agent. The Agent Scorecard reveals all efficiency measures, together with response instances and buyer satisfaction scores, alongside agent particulars and availability. The Options Dashboard reveals how clients have interaction with data base articles, serving to groups enhance their self-service content material.
For deeper insights, Zoho Desk integrates seamlessly with Zoho Analytics for superior enterprise intelligence. This integration, up to date in Spring 2025, lets groups create personalized studies and dashboards that pull knowledge from numerous sources, together with different Zoho apps and exterior programs. It options over 75 pre-built studies for assist desk operations, making it simple to trace agent efficiency, ticket circulation, and satisfaction scores. Customers also can create customized studies utilizing Zoho Analytics’ easy drag-and-drop interface.
The Spring 2025 replace introduces new analytics options. KPI playing cards assist groups observe efficiency metrics, and Lifecycle studies establish bottlenecks by following tickets. Agent availability studies present login patterns and work hours. The combination now contains Zia the AI assistant, which robotically generates insights, predicts developments, detects anomalies, and provides suggestions based mostly on assist knowledge. This makes analytics extra accessible to everybody on the crew. For cell customers, the Radar function supplies real-time analytics on ticket decision time, buyer happiness, reside site visitors, and particular person agent stats, guaranteeing fast motion on important points.
Zoho Desk: Ease of use
Whenever you first log in to your Zoho Desk dashboard, you’re introduced with an inventory of your tickets. The opposite primary tabs within the dashboard are for data base articles and clients.
Just like many different on-line assist desk apps, Zoho Desk supplies you with plenty of management over what will be edited for every ticket – for instance, standing, proprietor, precedence, classifications, and channel. You can too view a ticket’s exercise historical past and apply numerous actions to it.
On the backside of the window when viewing a ticket is a button for Apply Macro. Nonetheless, while you click on on it, it says “macros aren’t created but,” and there’s no indication as to easy methods to create one. Different assist desk software program apps we’ve checked out have a default set of macros included, and you’ll add others in case you want ones particular to what you are promoting.
The dearth of assist with the macros is only one instance of how Zoho Desk doesn’t really feel as intuitive as different assist desk options we’ve checked out. There are various completely different hyperlinks and buttons scattered everywhere in the dashboard, and it feels a bit overwhelming to seek out your approach round. Among the hyperlinks and buttons are additionally tiny and thus troublesome to learn.
Zoho Desk: Assist
Zoho Desk is a bit completely different from different helpdesk software program suppliers in that it supplies completely different ranges of assist. There are three tiers, with the primary being free and the opposite two costing both 20% or 25% of your license charge.
The free choice solely provides reside chat and toll-free cellphone assist throughout enterprise hours, whereas the others provide these choices for twenty-four hours. You can too e mail or increase a request within the self-service portal. Zoho Desk claims the utmost response time for that is 24 hours. The Enterprise plan is offered seven days every week versus the 5 days for the Premium plan.
The 2 paid plans introduce distant and configuration help and product onboarding. In the meantime, the Enterprise plan provides you your individual account supervisor, together with a quarterly report in your utilization of options, with options on easy methods to optimize what you are promoting processes.
Zoho Desk’s assist plans additionally embrace ‘onboarding’ to ‘Premium’ and ‘Enterprise’ subscribers for 45 or 60 days from the date of buy respectively. This includes an onboarding specialist working with you to arrange Zoho Desk, find out about completely different options and get help with customization and automatization.
Zoho Desk: Safety
Zoho, the corporate behind Zoho Desk, produces many various software program merchandise and takes the identical high-level strategy to safety for all of them. One of many methods it does that is by way of the ‘Roles’ function, which lets you handle what info is seen to which brokers and/or departments. You can too create profiles to avoid wasting you having to manually set permissions per employee.
For example, you may create a profile for brand spanking new brokers which permits them to alter the possession of tickets however not shut them.
Zoho Desk’s safety web page additionally touts its ‘area safety’ function. This lets you set permissions about which fields will be edited by sure staff. ‘Enterprise’ plan subscribers also can profit from ‘area encryption’ whereby delicate knowledge entered into fields will be encoded. Zoho’s complete data base knowledgeable us that that is achieved utilizing business normal AES encryption.
Zoho Desk additionally claims to be GDPR compliant. One sturdy level of their favor is that every one subscriptions (together with the free plan) give customers the selection the place their knowledge is saved. When reviewing different assist desk platforms we have solely ever seen this function accessible as a paid additional or for larger tier subscribers, so have been very impressed. Present knowledge heart selections are the US, EU, India, Australia and Japan.
Dad or mum firm Zoho has additionally revealed an in depth Safety Whitepaper, detailing the stringent measures they take to maintain their very own clients’ knowledge secure. For example, they specify their services have 24/7 monitoring, video cameras and biometric entry. The corporate is ISO 27001, ISO27017 and ISO27018 licensed.
We have been additionally more than happy to see that Zoho has an in depth web page on precisely the way it encrypts buyer knowledge. Briefly, all connections between customers and Zoho’s servers are protected by the newest variations of TLS (1.2 / 1.3).
Databases are protected utilizing ultra-secure 256-Bit AES encryption and Zoho claims that additionally they use full disk encryption on their {hardware}. Just like the free selection of information facilities, that is refreshing change from different assist desk platforms who declare to make use of encryption and safe knowledge however do not present actual particulars on the kind of encryption or password hashes used.
Zoho Desk: The Competitors
If you happen to like to buy round earlier than deciding on a purchase order, there are many alternate options within the on-line assist desk area so that you can take into account, together with Freshdesk and Zendesk.
Freshdesk is one other resolution providing a wide range of options. There are a collection of plans, together with a free choice that can be utilized by limitless brokers. Its paid plans vary in value from $15/agent/month as much as $79/agent/month, and all plans include a 21-day free trial.
LiveAgent is another choice with a free plan that has no restrict on brokers, whereas paid plans go from $9/agent/month as much as $69/agent/month. Like Zoho Desk and Freshdesk, as you progress up by way of the plans, extra options are added to these accessible from the earlier degree.
Zoho Desk: Closing Verdict
Zoho Desk has aggressive pricing, with its high-end plans cheaper than these of many rivals. Nonetheless, its free plan has a small restrict on the variety of brokers and you need to pay to get higher ranges of assist.
The software program’s function set is spectacular however we discovered the app itself a bit overwhelming to make use of and missing in suggestions or guides on easy methods to benefit from it.
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