Zoho Desk is Zoho's customer support and helpdesk platform. As part of Zoho One, it connects directly with your CRM, communication, and collaboration tools to give your support team everything they need in one place. Agents access Zoho Desk through a single Zoho login, and administrators manage access from the centralised Zoho One Admin Panel.
Zoho Desk handles customer enquiries from multiple channels including email, telephone, live chat, social media, and a self-service portal, all routed into a single ticketing queue. It includes automation for ticket assignment, escalation rules, SLA management, and satisfaction surveys. The knowledge base feature allows you to publish help articles for customers to find answers before raising a ticket, reducing support volume.
The integration between Zoho Desk and Zoho CRM means your support agents can see a customer's full CRM history alongside their open tickets. Deal values, purchase history, and account details from CRM are visible in the Desk ticket view, enabling agents to tailor their responses to high-value customers and prioritise appropriately. Equally, CRM users can see any open support tickets for a contact or account, giving the sales team visibility into service issues before they make a call.
Zoho Desk can send ticket notifications to Zoho Cliq channels, alerting your support team or managers when new tickets arrive, when tickets are escalated, or when SLA breaches are approaching. This keeps the team informed without having to check Desk constantly, and allows managers to monitor service levels through their communication tool.
Zoho Desk includes Zia, Zoho's AI assistant, which can suggest relevant knowledge base articles to agents as they view a ticket, analyse customer sentiment, tag tickets automatically, and identify anomalies in ticket volume that might indicate a wider product or service issue. These features help agents resolve tickets faster and surface patterns that might otherwise go unnoticed.
Administrators provision Zoho Desk access for support agents from the Zoho One Admin Panel. You can assign different roles within Desk, such as Agent, Manager, and Administrator, to reflect each person's responsibilities. Conditional assignment rules can automatically grant Desk access to users in your support department when they are added to Zoho One.