Zoho Desk: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Zoho Desk
Brand: Zoho Desk
Rating: 4.42 (17446 reviews)

4.42 5

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(17446)

Zoho Desk | Customer Service Software for Context-Aware ...

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Zoho Desk Overview

Zoho Desk is an online customer service help desk software designed for happier customers and empowered agents. A 15-day free trial is offered for new users.

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Workflow Management, as the business use cases that they have been most satisfied with while using Zoho Desk.

Other use cases:

Engagement Management
Customer Feedback Management
Social Media Management
Contact List Management
Communication Management
Collaboration
Sales Document Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Zoho Desk.

Other priorities:

Improve Internal Communications
Improve Efficiency
Increase Sales & Revenue
Scale Best Practices
Improve ROI
Improve Visibility
Improve Digital And Social Presence
Enter New Markets Internationally Or Locally
Launch New Products
Increase Customer Life Time Value
Grow Market Share
Improve Brand Engagement

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Zoho Desk Use-Cases and Business Priorities: Customer Satisfaction Data

Zoho Desk works with different mediums / channels such as User Generated Content. and Blogs.

Zoho Desk's features include Ticketing, Dashboard, Alerts: Popups & Notifications, etc. and Zoho Desk support capabilities include AI Powered, Phone Support, Email Support, etc. also Zoho Desk analytics capabilities include Analytics, and Custom Reports.

Reviews

"We migrated our service from another service to Zoho Desk. We like it how it works together with other Zoho services that make our process more streamlined." - Tan Wee Hoe

Zoho Desk, Freshservice, freshdesk, Salesforce Service Cloud, LiveAgent, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Zoho Desk

Top Industries

Information Technology and Services
Computer Software
Non-Profit Organization Management

Popular in

Small Business
Mid Market
Enterprise

Zoho Desk is popular in Information Technology And Services, Computer Software, and Non-Profit Organization Management and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on Zoho Desk Use Cases

How efficiently Does Zoho Desk manage your Helpdesk Management?

Zoho Desk is a helpdesk management solution designed to improve customer service efficiency. It provides features such as ticket generation, live chat, and a customizable help center. Despite its numerous capabilities, Zoho Desk lacks the ability to add custom apps and APIs.

"...Those who want complete CALL center and CRM solution , ZOHO DESK can solve almost all your problems, Open API will help to customize further also...." Peer review by Goga G, Mr.

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How efficiently Does Zoho Desk manage your Knowledge Management?

Zoho Desk provides a comprehensive knowledge management solution, including a knowledge base, FAQ builder, and integration with live chat and community forums. This enables customers to self-serve and reduces the volume of support tickets. Zoho Desk offers customization options for knowledge base articles, including the ability to create and assign automated responses and templates. However, the knowledge base interface may be considered outdated.

"...You can then begin setting up customers, creating reports, defining SLAs, linking to social media, texting messages, configuring chats and VoIP sessions, creating a knowledge base, and entering tickets...." Peer review by Dallas G, Head Of IT

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Why is Zoho Desk the best choice for Workflow Management?

Zoho Desk offers workflow management features that include automation, assignment rules, and multi-channel access. These features allow for customization and improve efficiency. Workflow management capabilities are limited by the lack of a robust blueprint.

"...Workflows , CRM, Customized modules Template, Android Application best customer support ticketing system. ...." Peer review by Yaseer A., IT Administrator

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Why is Zoho Desk the best choice for Engagement Management?

Zoho Desk provides a centralized system for managing customer interactions, allowing for efficient ticket follow-up and tracking. It integrates with various platforms, enabling seamless communication and data analysis. A limitation of the system is the lack of engagement features similar to those found in other platforms.

"...Spredsheet are not efficient in documenting customer support interactions to say the least...." Peer review by Les K., Owner / President, Computer Software

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How can Zoho Desk enhance your Customer Feedback Management process?

Zoho Desk provides comprehensive customer feedback management capabilities. It offers out-of-the-box features like customer satisfaction surveys, happiness ratings, and agent performance metrics. These features help organizations track customer satisfaction, analyze agent performance, and identify areas for improvement. Zoho Desk's limited API may restrict integration with certain third-party applications.

"...Two of my favorite features are the customer satisfaction feedback that is provided in the closing emails and the opening of tickets by receiving an email...." Peer review by Paul Zeitchick

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57+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Zoho Desk solved their Help Desk needs. Cuspera uses 17446 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Tan Wee Hoe Head of Sales ST Engineering	We migrated our service from another service to Zoho Desk. We like it how it works together with other Zoho services that make our process more streamlined. Testimonial By Tan Wee Hoe
Maximilian R Operational Improvement Manager Hafele	I can only recommend Zoho Desk as the best solution currently on the market. It is fast, easy to use, and has all the needed features at a very low cost! Testimonial By Maximilian R
Alex Tolbert CEO Bernard Health	Zoho Desk helped us track our client's success requests and we are now able to more effectively respond to our clients' needs Testimonial By Alex Tolbert

CUSTOMERS	TESTIMONIALS
Tan Wee Hoe Head of Sales ST Engineering	We migrated our service from another service to Zoho Desk. We like it how it works together with other Zoho services that make our process more streamlined. Testimonial By Tan Wee Hoe
Maximilian R Operational Improvement Manager Hafele	I can only recommend Zoho Desk as the best solution currently on the market. It is fast, easy to use, and has all the needed features at a very low cost! Testimonial By Maximilian R
Alex Tolbert CEO Bernard Health	Zoho Desk helped us track our client's success requests and we are now able to more effectively respond to our clients' needs Testimonial By Alex Tolbert

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
5paisa.com Financial Services	Financial Services	Case Study 5paisa.com How Zoho Desk has helped the 5Paisa team bring their entire customer service effort onto a single platform. Read More
Land Title Guarantee Company Real Estate	Real Estate	Case Study Land Title Guarantee Company Zoho Desk helps LTGC manage exponential growth in the tickets volume while cutting down agent response time by half. Read More
MAF Papua New Guinea Non-Profit Organization Management	Non-Profit Organization Management	Case Study MAF Papua New Guinea MAF PNG uses Zoho Desk to stay informed and continue saving lives Read More

Video

Working with the Sandbox Environment in Zoho Desk

Frequently Asked Questions(FAQ)

for Zoho Desk

What is Zoho Desk?

Zoho desk is an online tickets management software for customer support teams to service customers with increased productivity.

It provides built-in purpose-built tools to help agents with context aware responses. It provides context aware decisions for managers and context aware solutions for customers. It comes with tickets management, AI, self service capability, insights, security and customization. The Zoho desk app for iOS and Android helps users with remote tickets management capability.

It uses automations, sentiment analysis, third party integrations, APIs and custom functions to provide context awareness.

What is Zoho Desk used for?

Zoho Desk is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Workflow Management .

What are the top features of Zoho Desk?

Ticketing, Dashboard and Alerts: popups & Notifications are some of the top features of Zoho Desk.

Who uses Zoho Desk?

Zoho Desk is used by Information Technology And Services, Computer Software and Non-Profit Organization Management among other industries.