Zoho Desk

Zoho Desk is Zoho's help desk software for support teams that answer email, social, chat and phone tickets from one queue, sold per user with a free edition.

Zoho Desk gathers a company's customer conversations into a single ticket workspace, so support work stops being scattered across inboxes, phone logs and social accounts. Zoho Corporation builds it and sells it beside Zoho CRM, Bigin and Campaigns. Each conversation keeps the customer's context beside it, so the agent who picks it up does not start from scratch. Artificial intelligence takes the routine work, and people keep the decisions that need judgement. Email Ticketing turns incoming mail into tickets, and Omnichannel Ticketing adds social media, web forms, business messaging, instant messaging, telephony and live chat through Zoho SalesIQ. Assignment rules send each ticket to an agent by skill, workload and availability. Blueprint walks agents through a defined resolution process, and service level agreements escalate tickets as their deadlines approach. Zia runs autonomous AI agents that resolve routine issues, hands off to a person when judgement matters, and drafts replies for agents. Customers get a branded help center with a knowledge base, community discussions, ticket tracking and the Answer Bot, while dashboards, reports and customer happiness ratings show managers how the queue is moving. The product suits customer service teams that answer on several channels and want ownership and deadlines enforced by rules rather than by memory. It fits a small team running shared email support as well as a large operation with phones, chat and several brands. Support managers in multi-department organisations keep each team's queue apart with departments and routing. Companies that serve several brands or several languages run one desk behind a multi-brand, multilingual help center. Administrators who change workflows often get a sandbox, custom modules, webhooks and custom actions to test and extend the setup. An agent's day starts in the ticket list, where a presence monitor shows when a colleague is already viewing or replying to the same ticket. Macros apply several field updates and a reply in one step, and canned replies answer the questions that keep coming back. Duplicate requests are merged, and a large problem is split into parent and child tickets that different teams can work. Phone calls arrive through IVR menus, while website visitors reach agents through Zoho SalesIQ chat. Away from a desk, agents manage and answer the same tickets from the Zoho Desk mobile app.