Zoho Desk

Zoho Desk is a cloud-based help desk solution designed to help businesses of all sizes to deliver top-notch customer service with a wide array of advanced features such as multi-channel support, automation of routine tasks, comprehensive reporting and analytics, and more.



This web-based solution can supercharge daily workflows with advanced features such as a self-service portal, AI assistant, and integration with other Zoho products and an incredible variety of third-party applications.

After years on the market, this webapp has reached a customer base of over 100 thousand businesses, including popular international brands such as Daimler, McAffee, Zomato, Essilor, Mahindra, and others.

Features

• Ticket Management – Use a centralized system to track tickets issued via email, phone, chat, and social media.
• Multi-channel support – Manage and resolve customer queries and issues efficiently.
• Task automation – Ensure timely resolution by automating repetitive tasks and automatically assigning tickets to the right agents.
• Comprehensive reporting and analytics - Track and analyze support metrics, agent performance, and customer satisfaction levels.
• Self-service portal – Dramatically increases daily productivity by enabling customers to solve issues without agent input.
• AI assistant – Supercharge daily ticket rates with AI assistant service.

How to Use

New users of this webapp first must create an account and organize their basic business structure by setting up support channels (email, phone, social media, etc.). Then, users are free either to immediately start managing incoming tickers manually, or even better, to set up automation routines to streamline the daily flow of customer tickets. In addition to ticket management, users can also quickly set up a self-service portal for customers and activate the AI assistant feature that will provide quick responses to common customer queries.

Data import can be handled via an addon manager that can integrate with over 200 of the most popular 3rd party apps and services (Google Workspace, Slack, Mailchimp, Shopify, Zapier, Twilio, and many others) as well as 45 native apps developed by Zoho.

And in addition to a web dashboard, this cloud-powered service can also be fully accessed via native iOS/Android apps, enabling managers and agents to help customers even when they are away from their work desks.

User Interface

The UI of this Zoho Desk webapp is user-friendly and intuitive, enabling first-time users to quickly set up their work environment and quickly discover ways to accelerate and automate daily tasks. Its main dashboard provides a clear overview of tickets and their status, and the interface is customizable to match the business's branding and aesthetic.

Basic navigation is done via the tabbed interface that promotes easy access to the “Tickets”, “Analytics”, “Knowledge Base”, and “Social” service listings. Users have streamlined access to the most important ticket listings, including a showcase of current requests (Overdue, No Due Date, On Hold, and Resolved ticket entries), the status of agents, and much more.

In addition to the web interface, the same functionality is also present in native iOS/Android apps that feature a fully optimized touch-friendly interface on smaller displays.

FAQ

What is Zoho Desk?
It is a cloud-based help desk solution designed to help businesses deliver top-notch customer service both at work and on the go.

Is it safe?
Yes, this cloud-based web app uses robust security measures including SSL encryption and two-factor authentication. Since it requires no local client app, it can’t compromise users' PCs with malicious software of any type.

What are some of the basic uses of this web app?
Comprehensive ticket management, establishment of self-service portals, multi-brand help center management, automation of ticket processing, and much more.

Alternatives

HelpDesk - A simple ticketing system for a team like yours!

Freshdesk - A customer support software offering multi-channel support and ticket automation service.

Zendesk - A highly popular service-first CRM company with support, sales, and customer engagement services.

Help Scout - Streamlined help desk software designed for small businesses that want to resolve customer tickets with ease and speed.

Pricing

This professional web service does not offer a free tier of use, although its premium subscription tiers can be tested via the 15-day FREE trial offer.

Premium pricing starts at $14/agent/month (when billed annually), with two more expensive tiers (“Professional” and “Enterprise”) offering a wide array of additional features.

System Requirements

This webapp does not require any additional hardware resources in addition to an updated browser app and an active internet connection on any modern desktop, laptop, and tablet PC.

PROS

• Multi-channel support.
• Robust automation capabilities.
• Comprehensive reporting and analytics.
• Self-service portal and AI assistant.

CONS

• Can be expensive for very small businesses.
• No free tier of use.

Conclusion

Zoho Desk for Windows PC is a comprehensive help desk solution that can help businesses streamline their customer service processes with multi-channel support, automation capabilities, and insightful reporting.