What is Zoho Desk? - Zoho Desk Knowledgebase

What is Zoho Desk?

Help Desk Management Software For Your Business

Zoho Desk is web-based help desk software that gives you the ability to manage your customer support activities efficiently. Zoho Desk allows you to assign, track and set up alerts on help desk tickets easily. You can customize Zoho Desk for your business and ensure satisfaction in your customer support experience.

Key Zoho Desk Features

Prioritize, Manage and Close Your Customer Support Tickets

With our help desk management software, you have control over customer tickets submitted to the support team via phone, email, or web form. You can set priority to an incoming ticket and then close those tickets in the preferred order.



Create a Help Desk Solution for Your Support Team

Improve your resolution time and customer service by creating a Knowledge Base of customer support articles with our help desk solutions. This will allow your support staff to provide appropriate solutions for customer tickets effectively.


Provide a Help Center

Help your customers proactively before they contact your support team. With the Help Center, you can create a Knowledge Base for your customers that is available to them 24/7. This feature also allows customers to create a ticket and track it online, eliminating the need to contact your support center.


Manage Contracts and Service Level Agreements

When a customer ticket is created, our help desk software will take into account an appropriate resolution time based on your business hours. If those parameters are missed, the ticket will be escalated automatically. You will also be notified when a service agreement or contract is about to expire. You can also use the advanced workflow feature which allows you to automate assignments, alerts, emails, and create tasks.

Create Standard and Customized Reports

Get detailed reports including all the important facts about your support center's performance. You can determine the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.



Customize Your Help Desk

Control the look and feel of your help desk by customizing working tabs, staff roles and profiles, departments, workflow rules, email templates, web forms, business hours and parameters, help folders, catalog, accounts, contacts, and more.



    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now





              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources



                    Zoho TeamInbox Resources




                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW


                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now











                                                        • Related Articles

                                                        • Why Zoho Desk?

                                                          On-demand & Web-Based Zoho Desk, an on-demand, web-based help desk software allows your agents to engage with customers and deliver satisfaction in the fastest and easiest way. And because it's all on the cloud, lesser the cost of installation and ...
                                                        • What is Help Desk Software?

                                                          Help Desk is a department in a organization that handles customers' interactions on a product or service. Customers contact the help desk when they have a question or a problem and a product expert addresses the question to the customer's ...
                                                        • Highrise for Zoho Desk

                                                          View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...
                                                        • GoToWebinar for Zoho Desk

                                                          Webinars help give product demos and make a great tool for customer support. The GoToWebinar extension for Zoho Desk helps support agents explain their product efficiently through webinars, allowing them to resolve support tickets faster. With this ...
                                                        • Updating your Helpdesk Contacts and Accounts from Zoho CRM

                                                          If your business is using Zoho CRM, your support manager would have set up the integration linking it with your Zoho Desk account. Though your helpdesk's customer information will be frequently updated (based on the sync frequency), you may choose to ...

                                                        Resources

                                                        Videos

                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                        eBooks

                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                        Webinars

                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.



                                                          Zoho Show Resources