Zoho Desk

What is Zoho Desk?

Zoho Desk is a great type of cloud-based knowledge base software. You will provide faster answers and fewer tickets to customer queries and complaints. Your company can build stronger relationships with customers over multiple channels and languages. The solution is most beneficial to customer-focused companies with passionate service teams and a large volume of frequent customer interactions. 

Zoho Desk Features

Zoho Desk provides a multi-channel support ticketing system. This system helps you streamline customer support tickets. Ticketing system software provides all the context you need to resolve issues and also allows you to prioritize, track, and automate routine support tasks. You can also supercharge your team with contextual AI. It is easy to make your great support team even better with thoughtfully built AI. Zia Voice Zia speaks to your customers and helps them find solutions faster. Ask Zia Zia shares relevant solutions from your knowledge base directly with your customers. Very Popular Auto-tag tickets Zia identifies key aspects of a ticket and adds them as tags.

Moreover, the solution enhances quick help for the DIY customer. You will enable customers to find quick answers by themselves, wherever they are. Embeddable Self-service With the ASAP plugin, embed customer self-service capabilities into your websites and mobile apps. There is an option to empower every agent to delight every customer. Here’s everything your agents need to collaborate, communicate, and secure those customer relationships. Work Modes An award-winning system that automatically organizes open tickets to make agents more productive. Unique to Zoho Response Editor Craft and send the best response using customer context, FAQs, templates, and more. Teams Make it easier for your employees to collaborate and work on customer tickets.

You can automate all your repetitive activities. Zoho Desk allows managing processes and automating repetitive activities to save time and effort. Essentials Manage all the little cogs and gears that make up the machine of your help desk. Ticket Assignment Ensure that every ticket is automatically assigned to an appropriate agent. In addition, it is possible to set up a Desk to fit your team perfectly. Customize not just how your help desk looks and feels, but also how it behaves. Layouts Collect and store details related to service processes. Multibrand Help Center Create a distinct self-service portal for each brand’s customers. Status Define every step a ticket takes, from creation to closure.

Data Protection

The software promises to deliver strong security. It enables you to protect your customers’ data while giving your team the information they need. Roles Put down your organization’s hierarchy, for better data flow. Great for large teams Profiles Define what level of access different roles in your organization get. Data Sharing Control who can access data within each module. Most importantly, the software is totally GDPR compliant.


There is a free version for 3 users and a free trial. Zoho offers three advanced plans:

  • Standard – $14/agent/month  
  • Professional – $23/agent/month 
  • Enterprise – $40/agent/month
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