Zoho Desk Features

Platform (6)

Mobile User Support: Based on 2277 Zoho Desk reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Based on 2726 Zoho Desk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Based on 2825 Zoho Desk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Based on 2242 Zoho Desk reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting: Based on 2785 Zoho Desk reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 2942 Zoho Desk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Ticket and Case Management (8)

Ticket Creation User Experience: Based on 3319 Zoho Desk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 3289 Zoho Desk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 3064 Zoho Desk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Based on 2912 Zoho Desk reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management: Based on 2628 Zoho Desk reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Based on 2907 Zoho Desk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Based on 2912 Zoho Desk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 2500 Zoho Desk reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Communication Channels (5)

Customer Portal: Based on 2853 Zoho Desk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Based on 3071 Zoho Desk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Based on 2384 Zoho Desk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Based on 2144 Zoho Desk reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: Based on 1906 Zoho Desk reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Self-Service Experience (5)

Knowledge Base: As reported in 1508 Zoho Desk reviews. Provides a repository of information that can be used by those seeking support.
Searchable Articles: Makes articles in the knowledge base searchable on the web. 1469 reviewers of Zoho Desk have provided feedback on this feature.
Community Forums: Enables users to engage with other users to solve common issues. This feature was mentioned in 1275 Zoho Desk reviews.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices 770 reviewers of Zoho Desk have provided feedback on this feature.
Personalization: Based on 815 Zoho Desk reviews. Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Branding: Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 838 Zoho Desk reviews.
Automation: Automates some or all operation related tasks 815 reviewers of Zoho Desk have provided feedback on this feature.
Artificial Intelligence: Based on 725 Zoho Desk reviews. Utilizes artificial intelligence to improve workflows or customer experiences
Integrations: Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 761 reviewers of Zoho Desk have provided feedback on this feature.

Communication (5)

Pop-up Chat: Based on 718 Zoho Desk reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Based on 758 Zoho Desk reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails: Based on 659 Zoho Desk reviews. Sends automated emails to further engage clients and potential clients.
In-App Messaging: Based on 632 Zoho Desk reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Based on 356 Zoho Desk reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Internal Use (6)

Customization: Based on 2726 Zoho Desk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Archives conversations in a separate location for later reference. 361 reviewers of Zoho Desk have provided feedback on this feature.
Lead Development: As reported in 456 Zoho Desk reviews. Enables employees to denote potential customers.
Knowledge Base: Based on 712 Zoho Desk reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Team Inbox: Based on 692 Zoho Desk reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 708 Zoho Desk reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Process (3)

Mentions: Scours various channels for brand mentions to proactively seek reparative communications. 490 reviewers of Zoho Desk have provided feedback on this feature.
Tickets: Based on 634 Zoho Desk reviews. Creates and assigns support tickets, scheduling them in a timely manner.
Macros: Allows administrators to create templated responses to frequently asked questions. 487 reviewers of Zoho Desk have provided feedback on this feature.

Channels (8)

Email: Ability to connect agents with customers through Live Chat. This feature was mentioned in 624 Zoho Desk reviews.
Social: Based on 543 Zoho Desk reviews. Connects employees with customers through a social media solution.
Live Chat: Based on 514 Zoho Desk reviews. Ability to connect agents with customers through email.
Phone: Connects employees with customers through a calling solution. This feature was mentioned in 457 Zoho Desk reviews.
Text: Based on 482 Zoho Desk reviews. Ability to connect agents with customers through text message solution.
Multi-Channel Coverage: Software incorporates multiple digital communications channels. 569 reviewers of Zoho Desk have provided feedback on this feature.
Open Listening: Allows incorporation of inbound contacts from non-marketing channels. 555 reviewers of Zoho Desk have provided feedback on this feature.
Physical Media: Includes physical media (mail, flyers, billboards, etc.) in the channels mix. 548 reviewers of Zoho Desk have provided feedback on this feature.

Insight (4)

Surveys: Based on 493 Zoho Desk reviews. Provides opportunity for customers to give feedback through a survey.
Reporting: Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 545 Zoho Desk reviews.
Visitor Activity: Based on 515 Zoho Desk reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Help Desk: As reported in 589 Zoho Desk reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Administration (6)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. This feature was mentioned in 341 Zoho Desk reviews.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 340 Zoho Desk reviews.
Issue Management: Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 344 Zoho Desk reviews.
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software This feature was mentioned in 313 Zoho Desk reviews.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 315 reviewers of Zoho Desk have provided feedback on this feature.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 312 Zoho Desk reviews.

Compliance (4)

Policies and Controls: Based on 336 Zoho Desk reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Based on 333 Zoho Desk reviews. Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. This feature was mentioned in 335 Zoho Desk reviews.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 333 Zoho Desk reviews.

Data Security (4)

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy. 335 reviewers of Zoho Desk have provided feedback on this feature.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network. This feature was mentioned in 329 Zoho Desk reviews.
Access Management: As reported in 334 Zoho Desk reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Based on 331 Zoho Desk reviews. Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Design (5)

Communications Strategy Development: Based on 545 Zoho Desk reviews. Allows planning and deployment of an overall communications strategy.
Create Content: As reported in 554 Zoho Desk reviews. Includes or integrates with content creation apps.
Personalization: Outbound communications are segmented and personalized. 550 reviewers of Zoho Desk have provided feedback on this feature.
Inbound Identification: As reported in 545 Zoho Desk reviews. Inbound contacts are identified and handled based on history.
Regulatory Compliance: Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 531 Zoho Desk reviews.

Usability (3)

Reporting (3)

Knowledge Management (3)

Knowledge Base: As reported in 322 Zoho Desk reviews. Enables the creation of an internal repository of knowledge articles
Publishing Workflows: Provides workflows for writing, editing, approving, and publishing knowledge article content This feature was mentioned in 315 Zoho Desk reviews.
Analytics: Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 322 Zoho Desk reviews.

Customer Support (3)

Intelligent Search: As reported in 311 Zoho Desk reviews. Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query
Suggestions: Based on 312 Zoho Desk reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees: Based on 309 Zoho Desk reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Generative AI (15)

AI Text Generation: Allows users to generate text based on a text prompt. 960 reviewers of Zoho Desk have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 949 Zoho Desk reviews.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 176 Zoho Desk reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 178 Zoho Desk reviews.
AI Text-to-Speech: As reported in 177 Zoho Desk reviews. Simulates human-like speech from text inputs.
AI Text Summarization: Based on 423 Zoho Desk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 119 Zoho Desk reviews.
AI Text Summarization: As reported in 117 Zoho Desk reviews. Condenses long documents or text into a brief summary.
AI Text Summarization: As reported in 248 Zoho Desk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: As reported in 329 Zoho Desk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 324 Zoho Desk reviews.
AI Text Generation: Based on 427 Zoho Desk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Based on 420 Zoho Desk reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Based on 184 Zoho Desk reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Based on 183 Zoho Desk reviews. Condenses long documents or text into a brief summary.

Agentic AI - Google Workspace for Sales (5)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Based on 79 Zoho Desk reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes 80 reviewers of Zoho Desk have provided feedback on this feature.
Cross-system Integration: Works across multiple software systems or databases This feature was mentioned in 79 Zoho Desk reviews.
Adaptive Learning: Improves performance based on feedback and experience 84 reviewers of Zoho Desk have provided feedback on this feature.
Natural Language Interaction: Engages in human-like conversation for task delegation 82 reviewers of Zoho Desk have provided feedback on this feature.
Proactive Assistance: Anticipates needs and offers suggestions without prompting 80 reviewers of Zoho Desk have provided feedback on this feature.
Decision Making: Based on 81 Zoho Desk reviews. Makes informed choices based on available data and objectives