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
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.
+92 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
Role-Based Access
API Integration
Multiple File Type Support
Cataloging
Intelligent Search
Reporting and Analytics
Bulk Actions
Workflow and Approval Management
Rich Text Editor
Social Features
Vendor Capability Ratings
Business Value Created
Quality of Features
Ease of Customization
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Data Integration
Ease of Implementation
Availability and Quality of Training
Usability and Intuitiveness
Ease of IT Administration
Vendor Support
Also Featured in...
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People and the Story: The all-new Zoho Desk
IM console 1
GC Widget customization with data
Zoho Desk Reviews
Jane R.
- Role: Information Technology
- Industry: Other
- Involvement: End User of Application
Submitted Sep 2025
Powerful Customer Support Product.
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
This product provide extensive mechanisms that are perfect for customer conversations where direct engagement is well shown.
What is your favorite aspect of this product?
The dashboard is easy to understand and use.The availability on multi platform support .Has an excellent and easy to use ticketing system .
What do you dislike most about this product?
The mobile apps lacks some functions compared to desktop version.
What recommendations would you give to someone considering this product?
Zoho Desk is an excellent Customer support product that I would highly recommend to any size of organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Greg R.
- Role: Operations
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Apr 2025
Zoho Desk has amazing capabilities and function!
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk has amazing capabilities around ticket response and answering questions. It also has an amazing Knowledge Base tool available that can help internal employees and external customers.
What is your favorite aspect of this product?
I love having all my tickets in one place. I love being able to be notified of tickets and to be able to respond to them on my phone. I LOVE the Knowledge Base feature and think that it really gets the job done nicely!
What do you dislike most about this product?
I have two minor gripes with Desk. The first is we discovered a few months ago that it had only been creating tickets for about half of the emails our customers sent us. After some digging i discovered it was because Desk's spam filter was blocking a ton of our customers. I turned it off and the problem has ended, but it's still frustrating now becuase I have to sort through dozens of spam messages every week. My only other gripe is that you can't mark tickets as spam in the app, related to the first issue.
What recommendations would you give to someone considering this product?
Zoho Desk really gets the job done. It has a couple of hiccups and I'd like to see a stronger and more relevant relationship with Zoho CRM, but between the incredible customization abilities of Zoho Desk and the extensive offering of the Knowledge Base, Zoho Desk really delivers.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Less Caring
Jane U.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2025
Activity Review
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
User-friendly
What is your favorite aspect of this product?
Zoho CRM conveniently protects your data
What do you dislike most about this product?
Learning curve: While Zoho CRM is easy to use, it still requires some learning, which could be a challenge for businesses with limited resources or technical knowledge
What recommendations would you give to someone considering this product?
I recommend that Zoho should stay organized
Pros
- Helps Innovate
- Reliable
- Unique Features
- Effective Service
