Zoho Desk
Service
Zoho Desk is an omnichannel customer service platform that helps support teams deliver exceptional service. Manage tickets from email, chat, phone, social media, and web forms in one place. Automate workflows, build a self-service knowledge base, and use Zia AI to suggest responses and detect customer sentiment.
Key features
- Omnichannel ticketing (email, chat, phone, social)
- Zia AI assistant
- Knowledge base and self-service portal
- Workflow automation
- SLA management
- Customer happiness ratings
- Agent productivity tools
- Custom ticket views
- Advanced analytics
- Multi-brand help centres
Use cases
- Managing customer support tickets across channels
- Building a self-service knowledge base
- Automating support workflows and escalations
- Measuring customer satisfaction and agent performance
Why teams choose Zoho Desk
- Unified inbox for all support channels
- AI-powered suggestions speed up responses
- Reduce ticket volume with self-service
- Measure and improve customer happiness
Related Webinars
What's New in Zoho - August 2025
A packed update covering Zoho's August 2025 releases including CRM static subforms, enhanced multi-channel scoring rules, connected records, cross-module filtering, Zoho Forms verification codes and limited pick lists, and Zoho Bookings redesign.
August 29, 2025
What's New in Zoho - June 2025
A roundup of the latest Zoho updates for June 2025, featuring cross-module data filtering in CRM, Canvas flexbox layouts, Zoho Desk multi-department management, WorkDrive enterprise features, and privacy-focused data retention settings.
June 27, 2025
Latest News
Zoho Desk - SalesIQ Live Chat Widget Upgrade
The older SalesIQ live chat widget powering chat in Zoho Desk, Help Center, and ASAP will be deprecated on 15 May 2026, with the new widget rolling out from 18 May 2026. No action is required: the embed code, Help Center, and ASAP widgets will switch automatically.
May 13, 2026
Zoho Desk - Upgraded Zia Sentiment Analysis Model
Zoho Desk is upgrading the Zia Sentiment Analysis model to improve accuracy across all supported channels, with the older model scheduled for deprecation on 7 May 2026. The new model also expands tracked-language coverage from English only to 12 languages in total.
May 8, 2026
Zoho Desk - Multi-Factor Authentication for Help Centre Profiles
Zoho Desk now supports Multi-Factor Authentication (MFA) for help centre user accounts. Businesses can enable TOTP-based verification to add a second layer of security at sign-in.
May 5, 2026
Zoho Desk - Shared WhatsApp Number Across Zoho Services
You can now use a single WhatsApp Business number across multiple Zoho services, keeping customer conversations unified. The parent service controls automation while other connected services can view and participate in the same thread.
April 10, 2026
Zoho Desk - Notification Preferences by Department
Agents in Zoho Desk can now control which departments trigger feed notifications, reducing notification fatigue from inactive departments. Notification preferences apply only to activity feeds and do not affect email notifications from configured rules.
March 25, 2026
Zoho Desk - Snippets in Ticket Comments
Zoho Desk now allows you to insert snippets directly in ticket comments to reuse standard responses and reduce repetitive typing. You can accelerate ticket responses while maintaining consistency in communication across your support team.
March 21, 2026
Our Clients Using Zoho Desk
Cladding & Facades
Instant visibility of all key KPIs
"They helped us refine Zoho to better fit our processes, including dashboards that give instant visibility of all key KPIs."
IT & Networking
Reclaimed 50% of day during peak periods
"The impact on our business has been immense. Jake's expertise in Zoho is outstanding, and his communication has been consistently clear and proactive."
Sportswear
Speed & deep business understanding
"Limitless ticks all the boxes — able to react at speed when needed but also get to know our business."
Legal
Totally transformed platform usage
"We have totally transformed the way we work with the platform, all down to the advice from Jake and his knowledgeable team."
Solar & Renewables
Confidence to use full Zoho capabilities
"Limitless have proven to be a hugely effective partner in how they help us manage our Zoho estate."
Scientific Instrumentation
Outstanding technical knowledge & communication
"His friendly but professional persona and his ability to explain and communicate during projects stands out."
Bathroom Design & Manufacturing
Systematic problem-solving across projects
"Jake goes the extra mile by meticulously considering every aspect of a problem, ensuring solutions are comprehensive and thoroughly tested."
Facilities Management
Better visibility & reduced pricing errors
"The custom automation they've built has saved us a lot of time and cut down on errors."