In today’s business landscape, customer service excellence defines success. Zoho Desk — part of the Zoho Software Suite — is an AI-powered helpdesk software that empowers teams to deliver faster, smarter, and more personalized support. With automation, omnichannel communication, and intelligent analytics, Zoho Desk simplifies every stage of the customer support journey.
What is Zoho Desk?
Zoho Desk is a cloud-based customer support platform that enables businesses to handle customer queries through multiple channels — email, chat, phone, and social media — from a single dashboard.
It helps support teams manage tickets, track performance, and maintain customer satisfaction using advanced automation and real-time analytics.
Key Features of Zoho Desk
- Ticket Management: Centralized inbox for all customer interactions.
- Automation Tools: Automate ticket routing, prioritization, and escalation.
- Omnichannel Support: Manage email, chat, phone, social media, and web forms in one place.
- AI Assistant (Zia): Predicts ticket tags, suggests responses, and identifies sentiment.
- Knowledge Base: Create self-service portals for customers.
- Team Collaboration: Internal comments and shared views for faster resolution.
- Reports & Dashboards: Track metrics like response time, SLA compliance, and agent performance.
- Integration with Zoho Suite: Connects with Zoho CRM, Zoho Mail, and Zoho Projects for seamless workflow.
Benefits of Using Zoho Desk
- Improved response time and service quality
- Efficient ticket tracking and automation
- Better team collaboration and accountability
- Enhanced customer satisfaction through multi-channel support
- Integration with other Zoho apps ensures unified business management
Pricing
- Free Plan: For small teams with basic support functions
- Standard Plan: ₹800/user/month — ticket automation & dashboards
- Professional Plan: ₹1,200/user/month — advanced automation and analytics
- Enterprise Plan: ₹2,400/user/month — AI support and custom integrations
