Zoho Desk

Zoho Desk is a help desk platform designed to bring AI and service representatives together to deliver customer service across multiple channels. It is intended for businesses that prioritize customer service, trusted by over 125,000 businesses globally. The platform unifies customer conversations from every channel into a single, organized inbox. Key capabilities include building a branded, 24/7 help center where customers can track tickets, search a knowledge base, join community discussions, and receive instant help from an AI bot. The software includes real-time dashboards, detailed reports, customer happiness tracking, and an AI feature called Zia that handles routine issues autonomously while surfacing insights and drafting responses for human agents. Zoho Desk also provides structured workflow tools for ticket routing based on skill, workload, and availability; team collaboration through shared ticket ownership and internal notes; automated actions triggered by events; and service level agreement management with automated escalations and deadline tracking.