Our verdict
Being tested. An editor is using Zoho Desk hands-on; the verdict and score appear here once they sign it off.
What it does
Zoho Desk gathers customer emails, chats, calls and social messages into tickets for your team. Zia, Zoho’s AI assistant, can summarise tickets, help write replies and flag customers who sound unhappy.
It suits small and medium businesses, especially those already using other Zoho apps, such as its CRM.
Why use it
- One place for email, chat, phone and social messages.
- Zia suggests replies and summarises long tickets.
- It works closely with Zoho CRM and other Zoho apps.
How it works
- Sign up on the Zoho Desk website.
- Connect your support email address and other channels.
- Add help articles for customers, and for Zia to draw on.
- Set rules that send tickets to the right person.
How hard is it to use?
Intermediate Some set-up, or a little practice, to get good results.
Basic use is simple, but there are many settings to learn, which is why we rate it Intermediate.
What it costs
Free plan; paid plans. A free plan for up to three people. Paid plans are priced per agent and add more features; Zia’s AI features come at no extra cost.
Prices change often, so check Zoho Desk’s own site before you pay.
Watch out for
- Check which AI features your plan includes.
- Test AI suggestions before letting them reach customers.
Your data
Check Zoho’s privacy policy for where your data is stored and how Zia uses it.
We haven’t confirmed that Zoho Desk can keep your data in the UK, so check where it keeps your data before you share anything private or about other people.