Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
The service desk provides a suite of necessary tools to the company’s support team which in turn allows them to automate a plethora of different tasks that would otherwise be done by agents manually. It frees up time and effort and essentially allows for more innovation as the amount of customizability Zoho Desk has is colossal.
Overview of Zoho Desk Benefits
The service desk supplies companies with a huge amount of support tools and channels which in turn allows them to provide superior customer service. Moreover, Zoho Desk also provides the ability to foster stronger relationships which ultimately will result in higher returns of investments.Using Zoho’s Desk holistic approach to integrated service, companies are able to provide several support channels that fit their clients and partners needs. As part of the whole platform, the tool also provides ways to work in a way that would deliver higher-quality results. After all, with Zoho Desk under their belt, companies can decide how to address consumer issues and queries through a robust ticketing system that allows for real-time call center functionality.Ticket view organization in Zoho Desk. Source: ZohoAside from the above-mentioned information, Zoho sports a flexible and scalable social support system. This feature allows clients to report issues through a wide range of social media platforms, including but not limited to, Facebook, Twitter, Instagram, etc. Also as part of the functionality, agents don’t have to manage multiple pages in different tabs as everything can be presented in Zoho’s Desk user interface.Another key part of Zoho’s Desk functionality is knowledge bases. This feature allows companies to provide customers with a single space where they can find all kinds of things regarding the service, product, company, warranty, etc. On forums, customers can also ask, respond to questions, and receive solutions that are based on first-hand experiences.Q&A section in the Knowledge Base tab.Last but not least, the tool allows for a wide range of analytics that can help managers to determine what issues the team face, what customers request the most, as well as identify ways to improve the general workflow.Overview of ticket stats in Zoho Desk. Source: ZohoHaving accurate, on-demand insights, companies will make sure that they deliver only high-quality customer service.
How to Get Started with Zoho Desk
Working in Zoho Desk is easy as the company made sure all processes are just a few clicks away. All you need to do is head over to their website and register an account. Once you’ve registered, confirm your account using the link provided.Once you’ve set up the whole system, you start adding agents to the help desk system using emails, phone number, or other types of invitations. Then when everyone is on board, you can assign roles and create tickets.Once you have all your agents in the system, it’s best that you organize your knowledge base (provided that you already configured it). You can do this through the KD module. Just press “Manage” on the left bar, then go to Access setting and press on the Organize tab. Once you’ve done that, get over to the category where you want to add the section and click the “Add link” option. You’ll be prompted to give it a name and once you do, just press on the Save icon.Now that you have all your data in one place, you can head over to the dashboard to see what needs to be done and what are the forecasts. In case you need access to the reports, locate the reports tab and hit export.
Overview of Zoho Desk Features
Zoho Desk has a number of different features that will help clients reach new business heights. Among the most prominent ones are the following:
A Constantly Updated Knowledge Base
Tools For Boosting Agent Productivity
Support For Call Centers
Extensive Collaboration Capabilities
Analytics and Reporting Tools
Standard Help Desk Suite
Zoho Desk is a complex system that was built with cross platforming in mind. It has a wide set of technical novelties that help both consumers and clients alike. Here are some technical details about the help desk.
Zoho Desk Supports
Small BusinessesMedium BusinessesLarge BusinessesFreelancers
FreeMonthly SubscriptionIndividual plans for large businesses
Awards and Certification
Zoho Desk was awarded multiple time by a wide range of publishers. It is trusted by many reputable companies and to this day, the software continues to expand. Among the most prominent awards are the following:
Aside from traditional awards, the company has a huge portfolio of high-profile testimonials from companies such as Amazon, Mercedes-Benz, and NHS. The majority of customers cite that Zoho desk has a very friendly user interface and that it is very flexible when it comes to adapting to a certain type of business.
Marketplace and Integrations
Zoho Desk can be tied to a number of different platforms which can boost your productivity, eliminate mundane work, and accelerate time to market. Using Zoho Desks integration system, in just a few clicks you can synchronize and integrate platforms such as Google Play, Youtube, Facebook, and more.Yet, that’s not all as the parent company created a set of their own business tools that will push your efforts even further. Among the most notable ones are Zoho CRM, Zoho Sales IQ, Customer Thermometer, Twilio, and Ring Central. With these apps, you can identify what your customers want the most, as well as determine how to implement the necessary changes.Finally, Zoho Desk has a well-documented open API system that enhances your integration efforts even more. Most modern systems work using an API that you can connect to improve your Zoho experience. And if you have a dedicated technical team, you can even connect it to your local CRM system which will ease the process of managing your employees.
The company provides a number of different ways you can contact them. From traditional calls to asking a question via social media, the team of highly-qualified specialists will address your issue in a timely manner. Moreover, in case you need a live chat with screen display support, the company provides such a possibility. This will allow you to pinpoint your problem more accurately, as well as it will be significantly faster. Also, you can always drop a message on their website if you don’t know how to reach a specific support section. The team will direct you to the right department and get your problem solved.
Clients get to choose from a pool of three pricing options. Each of them differs in terms of features but generally speaking, they are all very good. Here’s a more detailed view of each of the plans:Free – As the name implies, the Free tariff is a starter kit. It has a wide range of different features that are usually locked by a pay-wall. Among the most prominent inclusions are different work modes, a fully customizable help center, some re-branding capabilities, and even a dedicated radar app for management. Aside from these, you also get access to a few functions such as community forums, domain mapping, and agent dashboards, these will come in handy for sure. Last but most certainly not least, you get the standard suite of features such as reports, ticket overview, team feed, and work modes. All these small features combined with the bigger one form a pretty compelling package, especially considering that it’s free of charge.Professional – The first paid plan entails everything mentioned above and adds a few extra options that will surely boost your productivity. Clocking at 12 euros agent/month (tax excluded), you get access to multi-channel support, high-quality reports, blueprints. But that’s not all as you will also receive cloud telephony integrations, bug tracking tools, and even customer happiness rater. Pack all this with two-way data synchronization with the company’s CRM system, and you almost get the full-fat experience for just 12 euros a month. This is a very compelling price for both small and medium-size businesses as you get most of the features, and don’t have to spend a fortune.Enterprise – Finally, we have the Enterprise tier and this basically a culmination of everything said before. It is the most expensive of the bunch, rounding at 25 euros agent/month, you get access to a wide range of features and as usual, a few extra ones. The most useful, in spite of it being in beta, is Zia which is an AI-powered contextual bot that can perform multiple tasks right out of the box. But the benefits don’t end here as the customer will also be able to schedule cross-department reports, get access to a live chat channel, and can pick from a database full of ticket templates. This is the best you can get from the company and as an added bonus, you will receive new updates more frequently due to the fact that the Enterprise tariff includes all features.
Zoho Desk Alternatives
JIRA Service Desk — The biggest difference between the two tools is that JIRA starts at $10 whereas the Zoho Desk is free. Another key advantage is that Zoho’s average amount of features is bigger than in JIRA and the pricing plans have more functions and benefits. Zoho Desk is better when it comes to managing e-commerce projects because JIRA is specifically tailored for software development companies. Although, JIRA has more integration options compared to Zoho.Freshdesk — Both Freshdesk and Zoho Desk have a free plan but Zoho’s version has more features included. A key advantage Freshdesk has is that it supports more languages (five to be precise) whereas Zoho only has English. Freshdesk also has more integration options but Zoho wins when it comes to price-to-performance. Zoho also has an AI-powered system that Freshdesk lacks. And finally, Zoho is more flexible.Freshservice — Two service desks have a free plan that are equally good in terms of features. Freshservice is better when it comes to platform support and it does support live chats where Zoho lacks these. But Zoho Desk has higher quality integration options compared to Freshservice. Another advantage Zoho has over its competitor is that Freshservice’s mobile app only supports two platforms and is not as robust as the one found in Zoho.Zendesk — The key benefit Zoho has over Zendesk is that it has a free plan. Zendesk’s $5 tariff is practically the same as Zoho’s free option. Although Zendesk has a number of languages supported (Swedish, Polish, Dutch, Turkish, and English). Another difference/advantage is the Zendesk has a better integration system and a well-documented API. On the contrary, Zoho Desk is superb when it comes to performance. Zendesk tends to slow down when there is a lot going on.
Agent collision prevention, Bulk actions, Canned forms, Custom & Group Views, Edit/hide threads, Email signatures, Filtered Search, Group your agents, Keyboard shortcuts, Light Agents, Macros, Mobile app, Multilingual (Multiple) content, Personal canned responses, Private Comments within tickets, Restricted conversation views, Tags, Traffic cop
Customer relationship management
Contact Form, Contacts & Accounts Management, Contacts & ticket history, Custom user and organization fields, Customer 360, Customer profiles, Customer satisfaction ratings (CSAT), Group contacts by organization, Organization profiles, Satisfaction Prediction
Help desk automation
Auto reply, Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Multi-task workflows with one-touch Scenarios, Round robin ticket assignment, Time-based Rules, Time-triggered automations, Workflow automations
Help desk management
Business Hours, Custom status, Custom ticket fields, Dynamic ticket forms, Multiple Ticket Forms, Service Level Agreement (SLA) management, Set your Time Zone, SLA reporting, Ticket file attachment size, Ticket sharing
301 Redirection, Article Versioning, Community forums, Help Center insights, Knowledge base, Rich text Help Center articles, SEO, Unlimited data
API rate limit, Cloud telephony integration app, Endpoints, Google Apps (G Suite), HubSpot Integration, Integration with Atlassian Jira, Integrations, Private custom apps, Public apps (Marketplace), Salesforce integration, Slack integration, Webhooks, Zapier integration
Active Blueprints per Module, Call transcription, Common Transitions per Blueprint, Custom Functions in Blueprints, Custom Functions using Deluge script, Fields and Actions per Transition, Global Reports, Integration with Zoho products, MSP, Sentiment analysis, SMS Add-on, Transitions per Blueprint, Two-way sync with Zoho CRM, Zia Voice and Skill Builder, Zoho Assist Add-on
Reporting & analytics
Agent Dashboard (Agent Scorecard), Analytics, Custom Reports, Export reports, Google Analytics for Help Center, Helpdesk in-depth report, Manager Dashboard (The Headquarters), Overview dashboard, Performance distribution, Save reports, Schedule Data Export, Schedule Reports, Support Performance dashboards, Ticket volume trends, User-specific reporting
Business rules analysis, Content Delivery Network, Custom email servers, Custom roles and permissions, Custom SSL certificates (default free), Data center location, Disaster recovery, Domain Whitelisting, Encryption: data at rest and in motion, Field-Level Access Control, GDPR compliance, Guaranteed availability SLA (1 Hour Support SLA), Log in with Google, Network access restriction (IP Whitelisting), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SPF(Sender Policy Framework), SSL encryption, Two-Factor Authentication
Support for organizations
Calling, Chat Support (in English), Email Support, Facebook, Guidance Program, Live chat, Multibrand Support, Phone Support (in English), Professional Services, SDK, Support Bot, Twitter, Web Widget
Custom Email Templates, Email forwarding, Email tickets, Mailboxes (inboxes), Merge tickets, Outbound email, Outgoing SMTP settings, Public and private notes in tickets, Satisfaction surveys – Customizable, Spam filtering, Split tickets, Ticket export, Ticket templates, Time tracking, Watch tickets
Automatic sitemap generation, Backup, Community forums, Facebook in-sync app, Notifications, Printer-friendly, Unlimited End Users, Voicemail integration