Zoho Desk Features
What are the features of Zoho Desk?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
Zoho Desk Categories on G2
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Platform
Mobile User Support | Based on 1639 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. | 83% (Based on 1,639 reviews) | |
Customization | Based on 2069 Zoho Desk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 2,069 reviews) | |
User, Role, and Access Management | Based on 2181 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. | 85% (Based on 2,181 reviews) | |
Integration | Based on 1602 Zoho Desk reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 83% (Based on 1,602 reviews) | |
Reporting | Based on 2149 Zoho Desk reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 83% (Based on 2,149 reviews) | |
Dashboards | Based on 2304 Zoho Desk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 85% (Based on 2,304 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 2627 Zoho Desk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 87% (Based on 2,627 reviews) | |
Ticket Response User Experience | Based on 2614 Zoho Desk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 86% (Based on 2,614 reviews) | |
Workflow | Based on 2399 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 | 84% (Based on 2,399 reviews) | |
Automated Response | Based on 2254 Zoho Desk reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 84% (Based on 2,254 reviews) | |
SLA Management | See feature definition | Based on 1984 Zoho Desk reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 83% (Based on 1,984 reviews) |
Attachments/Screencasts | Based on 2269 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 | 84% (Based on 2,269 reviews) | |
Ticket Collaboration | Based on 2274 Zoho Desk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 86% (Based on 2,274 reviews) | |
Customer/Contact Database | Based on 1861 Zoho Desk reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 84% (Based on 1,861 reviews) |
Communication Channels
Customer Portal | Based on 2235 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 | 84% (Based on 2,235 reviews) | |
Email to Case | Based on 2452 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 | 87% (Based on 2,452 reviews) | |
Live Chat Support | Based on 1767 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 | 84% (Based on 1,767 reviews) | |
Social Media Integration | Based on 1545 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 | 82% (Based on 1,545 reviews) | |
Voice | Based on 1317 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. | 80% (Based on 1,317 reviews) |
Self-Service Experience
Knowledge Base | As reported in 1309 Zoho Desk reviews. Provides a repository of information that can be used by those seeking support. | 85% (Based on 1,309 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 1273 Zoho Desk reviews. | 85% (Based on 1,273 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. 1080 reviewers of Zoho Desk have provided feedback on this feature. | 81% (Based on 1,080 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices 578 reviewers of Zoho Desk have provided feedback on this feature. | 82% (Based on 578 reviews) | |
Personalization | Based on 627 Zoho Desk reviews. Gives the user targeted, personalized results based on their activity or preferences | 83% (Based on 627 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 644 Zoho Desk reviews. | 83% (Based on 644 reviews) | |
Automation | Based on 623 Zoho Desk reviews. Automates some or all operation related tasks | 83% (Based on 623 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences 537 reviewers of Zoho Desk have provided feedback on this feature. | 77% (Based on 537 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 573 reviewers of Zoho Desk have provided feedback on this feature. | 83% (Based on 573 reviews) |
Communication
Pop-up Chat | Based on 611 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. | 89% (Based on 611 reviews) | |
Notifications | Based on 652 Zoho Desk reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 88% (Based on 652 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. 555 reviewers of Zoho Desk have provided feedback on this feature. | 87% (Based on 555 reviews) | |
In-App Messaging | Based on 526 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. | 87% (Based on 526 reviews) | |
Co-Browsing | Based on 253 Zoho Desk reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 85% (Based on 253 reviews) |
Internal Use
Customization | Based on 2069 Zoho Desk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 2,069 reviews) | |
Conversation Archiving | As reported in 256 Zoho Desk reviews. Archives conversations in a separate location for later reference. | 86% (Based on 256 reviews) | |
Lead Development | As reported in 353 Zoho Desk reviews. Enables employees to denote potential customers. | 85% (Based on 353 reviews) | |
Knowledge Base | Based on 610 Zoho Desk reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 88% (Based on 610 reviews) | |
Team Inbox | Based on 591 Zoho Desk reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 87% (Based on 591 reviews) | |
Customer Profiles | Based on 605 Zoho Desk reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 86% (Based on 605 reviews) |
Process
Mentions | Based on 425 Zoho Desk reviews. Scours various channels for brand mentions to proactively seek reparative communications. | 87% (Based on 425 reviews) | |
Tickets | As reported in 566 Zoho Desk reviews. Creates and assigns support tickets, scheduling them in a timely manner. | 90% (Based on 566 reviews) | |
Macros | Based on 421 Zoho Desk reviews. Allows administrators to create templated responses to frequently asked questions. | 85% (Based on 421 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
557 reviewers of Zoho Desk have provided feedback on this feature. | 91% (Based on 557 reviews) | ||
Social | Connects employees with customers through a social media solution. This feature was mentioned in 477 Zoho Desk reviews. | 86% (Based on 477 reviews) | |
Live Chat | Ability to connect agents with customers through email.
449 reviewers of Zoho Desk have provided feedback on this feature. | 88% (Based on 449 reviews) | |
Phone | Connects employees with customers through a calling solution. 392 reviewers of Zoho Desk have provided feedback on this feature. | 86% (Based on 392 reviews) | |
Text | As reported in 416 Zoho Desk reviews. Ability to connect agents with customers through text message solution.
| 88% (Based on 416 reviews) | |
Multi-Channel Coverage | Software incorporates multiple digital communications channels. This feature was mentioned in 401 Zoho Desk reviews. | 83% (Based on 401 reviews) | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. This feature was mentioned in 390 Zoho Desk reviews. | 81% (Based on 390 reviews) | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. 388 reviewers of Zoho Desk have provided feedback on this feature. | 73% (Based on 388 reviews) |
Insight
Surveys | As reported in 426 Zoho Desk reviews. Provides opportunity for customers to give feedback through a survey. | 88% (Based on 426 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. 481 reviewers of Zoho Desk have provided feedback on this feature. | 89% (Based on 481 reviews) | |
Visitor Activity | As reported in 452 Zoho Desk reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 89% (Based on 452 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 524 reviewers of Zoho Desk have provided feedback on this feature. | 90% (Based on 524 reviews) |
Administration
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 216 Zoho Desk reviews. | 83% (Based on 216 reviews) | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 216 Zoho Desk reviews. | 83% (Based on 216 reviews) | |
Issue Management | Based on 220 Zoho Desk reviews. Provide workflows to create and escalate issues related to risks and requests | 84% (Based on 220 reviews) | |
Integrations | As reported in 202 Zoho Desk reviews. Integrates with live chat, chatbots, help desk, or other customer service software | 81% (Based on 202 reviews) | |
User, Role, and Access Management | As reported in 205 Zoho Desk reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 85% (Based on 205 reviews) | |
Performance and Reliability | Based on 208 Zoho Desk reviews. 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 | 86% (Based on 208 reviews) |
Compliance
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. 216 reviewers of Zoho Desk have provided feedback on this feature. | 84% (Based on 216 reviews) | |
Data Governance | As reported in 214 Zoho Desk reviews. Ensures user access management, data lineage, and data encryption | 83% (Based on 214 reviews) | |
Compliance | Based on 215 Zoho Desk reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | 84% (Based on 215 reviews) | |
Auditing | Based on 213 Zoho Desk reviews. Perform ad-hoc or ongoing IT audits at different levels of the company. | 82% (Based on 213 reviews) |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. 217 reviewers of Zoho Desk have provided feedback on this feature. | 82% (Based on 217 reviews) | |
Data Transport | Based on 213 Zoho Desk reviews. Protects data with some form of encryption as it leaves your secure or local network. | 82% (Based on 213 reviews) | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. This feature was mentioned in 216 Zoho Desk reviews. | 85% (Based on 216 reviews) | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. This feature was mentioned in 210 Zoho Desk reviews. | 84% (Based on 210 reviews) |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. 389 reviewers of Zoho Desk have provided feedback on this feature. | 80% (Based on 389 reviews) | |
Create Content | Based on 397 Zoho Desk reviews. Includes or integrates with content creation apps. | 78% (Based on 397 reviews) | |
Personalization | Outbound communications are segmented and personalized. 387 reviewers of Zoho Desk have provided feedback on this feature. | 82% (Based on 387 reviews) | |
Inbound Identification | Inbound contacts are identified and handled based on history. This feature was mentioned in 388 Zoho Desk reviews. | 82% (Based on 388 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 377 Zoho Desk reviews. | 82% (Based on 377 reviews) |
Usability
All-Employee Access | Permits use by job roles outside of service department This feature was mentioned in 298 Zoho Desk reviews. | 84% (Based on 298 reviews) | |
Supporting Documents | Allows linking of useful information such as screen shots This feature was mentioned in 297 Zoho Desk reviews. | 83% (Based on 297 reviews) | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones 289 reviewers of Zoho Desk have provided feedback on this feature. | 84% (Based on 289 reviews) |
Reporting
Priority Case Alerts | As reported in 286 Zoho Desk reviews. Informs stakeholders of activity on escalated or high-value cases | 83% (Based on 286 reviews) | |
Trend Analysis | Evaluates frequency of types of complaints 275 reviewers of Zoho Desk have provided feedback on this feature. | 82% (Based on 275 reviews) | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring 281 reviewers of Zoho Desk have provided feedback on this feature. | 84% (Based on 281 reviews) |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles 205 reviewers of Zoho Desk have provided feedback on this feature. | 86% (Based on 205 reviews) | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content 205 reviewers of Zoho Desk have provided feedback on this feature. | 83% (Based on 205 reviews) | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement 206 reviewers of Zoho Desk have provided feedback on this feature. | 83% (Based on 206 reviews) |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query 200 reviewers of Zoho Desk have provided feedback on this feature. | 83% (Based on 200 reviews) | |
Suggestions | Based on 202 Zoho Desk reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles | 83% (Based on 202 reviews) | |
Decision Trees | Based on 201 Zoho Desk reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | 80% (Based on 201 reviews) |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 420 Zoho Desk reviews. | 79% (Based on 420 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 418 Zoho Desk reviews. | 80% (Based on 418 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 82 reviewers of Zoho Desk have provided feedback on this feature. | 81% (Based on 82 reviews) | |
AI Text Summarization | Based on 85 Zoho Desk reviews. Condenses long documents or text into a brief summary. | 82% (Based on 85 reviews) | |
AI Text-to-Speech | Simulates human-like speech from text inputs. 84 reviewers of Zoho Desk have provided feedback on this feature. | 79% (Based on 84 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 256 Zoho Desk reviews. | 78% (Based on 256 reviews) | |
AI Text Generation | As reported in 65 Zoho Desk reviews. Allows users to generate text based on a text prompt. | 84% (Based on 65 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 65 Zoho Desk reviews. | 83% (Based on 65 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 145 reviewers of Zoho Desk have provided feedback on this feature. | 79% (Based on 145 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 202 reviewers of Zoho Desk have provided feedback on this feature. | 79% (Based on 202 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 200 reviewers of Zoho Desk have provided feedback on this feature. | 80% (Based on 200 reviews) | |
AI Text Generation | As reported in 276 Zoho Desk reviews. Allows users to generate text based on a text prompt. | 78% (Based on 276 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 270 reviewers of Zoho Desk have provided feedback on this feature. | 78% (Based on 270 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 119 Zoho Desk reviews. | 79% (Based on 119 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 118 reviewers of Zoho Desk have provided feedback on this feature. | 79% (Based on 118 reviews) |
