[ Zoho Desk Reviews ](https://www.g2.com/products/zoho-desk/reviews) [ Zoho Desk Reviews ](https://www.g2.com/products/zoho-desk/reviews) # Zoho Desk Features ##### ## Platform (6) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (5) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Show More ##### ## Self-Service Experience (5) Knowledge Base 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. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (5) Customization Allows users to customize chat colors, text, logos, and branding. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (7) Email Ability to connect agents with customers through Live Chat. Social Connects employees with customers through a social media solution. Live Chat Ability to connect agents with customers through email. Phone Connects employees with customers through a calling solution. Text Ability to connect agents with customers through text message solution. Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Show More ##### ## Insight (4) Surveys Provides opportunity for customers to give feedback through a survey. Reporting Enables administrators to create customized reports reflecting customer satisfaction. Visitor Activity Allows administrators to track visitor activity to understand the research that was done before turning to customer service. Help Desk Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. Show More ##### ## Administration (6) Database Management Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. Data Workflows Operationalizes data delivery workflows to easily scale repeatable preparation needs Issue Management Provide workflows to create and escalate issues related to risks and requests Integrations Integrates with live chat, chatbots, help desk, or other customer service software User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 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 Show More ##### ## Compliance (4) Policies and Controls Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. Data Governance 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. Auditing Perform ad-hoc or ongoing IT audits at different levels of the company. Show More ##### ## Data Security (4) Risk Data Attributes Identify risk data attributes such as description, category, owner, or hierarchy. Data Transport Protects data with some form of encryption as it leaves your secure or local network. Access Management Allows administrators to set user access privileges to permit approved parties to access sensitive data. Multi-Factor Authentication Requires a second level of authentication, such as sms messaging or customized tokens, to access data. Show More ##### ## Design (5) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Show More ##### ## Usability (3) All-Employee Access Permits use by job roles outside of service department Supporting Documents Allows linking of useful information such as screen shots Two-Way Communication Provides direct contact between CSRs and customers outside of milestones Show More ##### ## Reporting (3) Priority Case Alerts Informs stakeholders of activity on escalated or high-value cases Trend Analysis Evaluates frequency of types of complaints Performance Monitoring Includes a dashboard or other means of performance monitoring Show More ##### ## Knowledge Management (3) Knowledge Base Enables the creation of an internal repository of knowledge articles Publishing Workflows Provides workflows for writing, editing, approving, and publishing knowledge article content Analytics Helps users understand which knowledge articles are working and identifies areas of improvement Show More ##### ## Customer Support (3) Intelligent Search Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query Suggestions Analyzes customer support tickets or conversations to suggest relevant knowledge articles Decision Trees Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues Show More ##### ## Generative AI (14) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Automation (3) Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Document Processing Allows users to automate the handling, processing, and management of documents. Show More ##### ## Autonomy (4) Independent Decision Making Allows the AI agent to learn from interactions and adapt its responses accordingly. Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Customer Query Resolution - AI Customer Support Agents (5) Automated Ticket Resolution Allows the AI agent to autonomously resolve customer queries without human intervention. Contextual Response Generation Enables the AI agent to provide accurate answers based on the context of customer inquiries. Sentiment Analysis Allows the AI agent to analyze customer sentiment and adjust responses accordingly. Knowledge Base Utilization Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. Multilingual Support Provides users the ability to interact with the AI agent in multiple languages for global support. Show More ##### ## Customer Interaction Automation - AI Customer Support Agents (4) Proactive Customer Outreach Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. Feedback Collection Provides users the ability to automate gathering and analyzing customer feedback after interactions. Escalation Handling Allows the AI agent to identify when issues require human intervention and escalate them appropriately. Workflow Optimization Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. Show More ##### ## 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 Show More ##### ## Agentic AI - Customer Self-Service (7) 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 Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5 (6,952) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5 (3,674) ](https://www.g2.com/products/freshdesk/reviews) [ ![Front](https://images.g2crowd.com/uploads/product/hd_favicon/1fe01c88159eb52ed7e93d98cdce08a5/front.svg "Front") Front 4.6/5 (2,416) ](https://www.g2.com/products/front/reviews) [ View All Alternatives ](https://www.g2.com/products/zoho-desk/competitors/alternatives) Zoho Desk Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5 (3,751) [ Compare Now ](https://www.g2.com/compare/freshdesk-vs-zoho-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5 (6,979) [ Compare Now ](https://www.g2.com/compare/zendesk-for-customer-service-vs-zoho-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_30d7b9d80f68b61fdefb6ce5d1f55bb2/fin.png "Product Avatar Image") Fin 4.5/5 (3,867) [ Compare Now ](https://www.g2.com/compare/fin-vs-zoho-desk) ##### Categories on G2 [ Live Chat ](https://www.g2.com/categories/live-chat)[ AI Customer Support Agents ](https://www.g2.com/categories/ai-customer-support-agents)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service) [ Help Desk ](https://www.g2.com/categories/help-desk)[ Social Customer Service ](https://www.g2.com/categories/social-customer-service)[ Digital Customer Service Platforms ](https://www.g2.com/categories/digital-customer-service-platforms)[ Customer Communications Management ](https://www.g2.com/categories/customer-communications-management)[ Complaint Management ](https://www.g2.com/categories/complaint-management)[ Contact Center Knowledge Base ](https://www.g2.com/categories/contact-center-knowledge-base)[ Google Workspace for Sales ](https://www.g2.com/categories/google-workspace-for-sales) Show More ##### Explore More [ Best SAP apps for small businesses ](https://www.g2.com/discussions/best-sap-apps-for-small-businesses)[ Top-rated API management tools for developer portals ](https://www.g2.com/discussions/top-rated-api-management-tools-for-developer-portals)[ Best tool for analyzing customer conversations ](https://www.g2.com/discussions/best-tool-for-analyzing-customer-conversations) [ Leading sales insights platform for tech companies ](https://www.g2.com/discussions/what-is-the-leading-sales-insights-platform-for-tech-companies)[ Best auditing platform for large corporations ](https://www.g2.com/discussions/what-s-the-best-auditing-platform-for-large-corporations)[ Pros and Cons Details ](https://www.g2.com/products/zoho-desk/reviews?qs=pros-and-cons) Show More [ Best SAP apps for small businesses ](https://www.g2.com/discussions/best-sap-apps-for-small-businesses)[ Top-rated API management tools for developer portals ](https://www.g2.com/discussions/top-rated-api-management-tools-for-developer-portals)[ Best tool for analyzing customer conversations ](https://www.g2.com/discussions/best-tool-for-analyzing-customer-conversations) [ Leading sales insights platform for tech companies ](https://www.g2.com/discussions/what-is-the-leading-sales-insights-platform-for-tech-companies)[ Best auditing platform for large corporations ](https://www.g2.com/discussions/what-s-the-best-auditing-platform-for-large-corporations)[ Pros and Cons Details ](https://www.g2.com/products/zoho-desk/reviews?qs=pros-and-cons)