Zoho Desk review

Zoho Desk gives a lot of help desk for the money and fits naturally if you already use Zoho CRM or other Zoho apps. A free edition covers email ticketing for three users, and every paid plan has a 15-day trial. Express, the entry tier, handles email, social media and web form tickets, includes direct assignment rules and lets you build AI agents with your own model key or Zoho's LLM, with up to 30 million free tokens a month. Standard adds a live chat widget, and Professional brings telephony integrations, Zia AI and Blueprints, a drag-and-drop builder for step-by-step processes. The interface is busier than Help Scout's and takes longer to set up. Zoho's pricing page loaded its prices by script and did not show USD from our location, so we have not listed a price; check it on Zoho's site.

Who it is for

Cost-conscious teams, especially those already using other Zoho apps.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Email, social media and web form ticketing on Express
• AI agents with your own key or Zoho's LLM, with up to 30M free tokens a month
• Direct assignment rules and escalation
• Live chat widget on Standard
• Telephony, Zia AI and Blueprints automation on Professional

Strengths and weaknesses

• Strength: Free edition with three user licenses
• Strength: 15-day free trial on any plan
• Strength: AI agents available from the entry tier
• Weakness: Interface is denser than Help Scout or Freshdesk
• Weakness: Generative AI features need your own OpenAI or DeepSeek key on lower tiers
• Weakness: USD price did not load from our location, so the price check is pending

Key facts

• Free plan: Yes, three user licenses
• Free trial: 15 days
• Paid tiers: Express, Standard, Professional, Enterprise

Where it ranks

Zoho Desk is No. 6 in our Best Help Desk Software verdict.