Desk

TICKET MANAGEMENT

Manage tickets and everything else in one place.

Track customer requests across channels, brands, products, departments, and more.

Multichannel

Be available for your customers, whatever channel of communication they choose.

Multibrand Help Center

Create a distinct self-service portal for each brand's customers.

Multi-department

Organize your help desk to reflect your company's structure.

Email

Enable simple email communication, fuelled by context.

Telephony

Here's good old phone conversations with a helping of context.

Social Media

Streamline your social media presence through your help desk.

Live Chat

Be available for your customers, in an instant.

ZIA

Supercharge your team with contextual AI.

Make your great support team even better with thoughtfully built AI.

KB Bot

Zia shares relevant solutions from your knowledge base directly with your customers.

Auto-tag tickets

Zia identifies key aspects of a ticket and adds them as tags.

Sentiment Analysis

Zia dives into the feelings of every thread in a conversation.

Zia Notifications

Get notified every time there's unusual activity in your ticket stream.

Zia Dashboard

Monitor vital Zia statistics from a unified screen.

Reply Assistant

Zia shows agents relevant solutions from the Knowledge Base to use in ticket responses.

SELF-SERVICE

Offer quick help for the DIY customer.

Enable customers to find quick answers by themselves, wherever they are.

Embeddable Self-service

With the ASAP plugin, embed customer self-service capabilities into your websites and mobile apps.

Multi-brand Help Center

Create a distinct self-service portal for each brand's customers.

Great for large teams

See how 5paisa delivers embedded mobile-first service.

Community

Build and grow a community of customers, prospects, and visitors.

Knowledge Base

Create a repository of solutions for commonly asked questions.

AGENT PRODUCTIVITY

Empower every agent to delight every customer.

Here's everything your agents need to collaborate, communicate, and secure those customer relationships.

Work Modes

An award-winning system that automatically organizes open tickets to make agents more productive.

Response Editor

Craft and send the best response using customer context, FAQs, templates, and more.

Teams

Make it easier for your employees to collaborate and work on customer tickets.

Mobility

Manage tickets even when you're away from your Desk.

CRM Integration

Zoho Desk + Zoho CRM: The most advanced customer management tools.

Ticketing Efficiency

Use these small, handy tools to close more tickets faster.

AUTOMATION

Automate all your repetitive activities.

Manage processes and automate repetitive activities to save time and effort.

Essentials

Manage all the little cogs and gears that make up the machine of your help desk.

Ticket Assignment

Ensure that every ticket is automatically assigned to an appropriate agent.

Notification Rules

Inform customers and agents automatically about progress made on their tickets.

SLAs & Escalations

Maintain service levels and escalate violations automatically.

Workflows

Write rules to update fields, send alerts, add tasks, and perform actions.

Layouts

Collect and store details related to service processes.

Blueprint

Manage complex cross-functional service processes efficiently.

Custom Functions

Write custom code to connect modules and other software products.

EXTENSIBILITY

Integrate customer service with the rest of your company.

Get more out of Zoho Desk by connecting it with all the other software your team uses.

Extend

Customize and extend your help desk to suit the needs of your business.

Integrations

Connect Zoho Desk with other software your business uses.

Custom Functions

Use custom code to update details in other software based on updates in your tickets.

Marketplace and Platform

Use extensions to embed interactive widgets into the Zoho Desk interface.

SDKs

Use Zoho Desk's powerful SDKs to build custom mobile apps.

Layouts

Collect and store details related to service processes.

Blueprint

Manage complex cross-functional service processes efficiently.

APIs

Integrate Zoho Desk's modules with other services.

INSIGHTS AND IMPACT

Know what's working, and what isn't.

Get actionable insights into your team's performance through reports and dashboards.

Reports and Dashboards

Create reports and visualizations to monitor your team's performance.

Time Tracking

Keep track of time spent on every ticket and task.

Headquarters

A live dashboard that shows the big picture trends as well as finer details for managers.

Radar

A mobile app for the proactive, hands-on manager.

CUSTOMIZATION

Set up Desk to fit your team perfectly.

Customize not just how your help desk looks and feels, but also how it behaves.

Layouts

Collect and store details related to service processes.

Multibrand Help Center

Create a distinct self-service portal for each brand's customers.

Status

Define every step a ticket takes, from creation to closure.

Templates

Create and use templates for ticket forms, emails, and notifications.

Rebranding

Get your help desk to match your brand personality.

Domain Mapping

Make your Help Center an extension of your brand by mapping it to your own domain.

SECURITY

Offer help securely.

Protect your customers' data while giving your team the information they need.

Roles

Put down your organization's hierarchy, for better data flow.

Profiles

Define what level of access different roles in your organization get.

Data Sharing

Control who can access data within each module.

GDPR

Move one step closer to GDPR compliance with Zoho Desk.

Field Level Security

Control who can view and modify the data in your help desk.