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Support Tiers
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Support plans

Here's a comparative chart of our four support tiers and the included services so that you can choose the best option for your business.

5

 -

Basic

Free
-

Classic

Free
-

Premium

20% of License feeRegister Here
-

Enterprise

25% of License feeRegister Here
SERVICES
Knowledge base ?
Collection of detailed articles on setting up, customization, and usage of Zoho Desk features.
YesYesYesYes
Community forumsYesYesYesYes
Email supportYesYesYesYes
Customer portal ?
View all your tickets, raise new support requests, and get the answers you need from the product experts.
YesYesYesYes
Live chat ?
Ping us with your questions through chat for a speedy response.
8 hours x 5 days24 hours x 5 days24 hours x 7 days
Toll-free support ?
Call our toll-free phone numbers or request a support call.
8 hours x 5 days24 hours x 5 days24 hours x 7 days
Remote assistance ?
Get assistance for customization and troubleshooting through screen sharing sessions.
YesYes
Product
onboarding ?
Get acquainted with Zoho Desk's features and learn how to use them efficiently.
YesYes
Configuration assistance ?
Get help in setting up and personalizing help desk for your business.
YesYes
Technical Account Manager ?
A dedicated point of contact for your every support need.Learn More
Yes
Quarterly Report [Feature usage + Feature Recommendation] ?
A report of your feature usage statistics and suggestions to optimize your help desk process.
Yes
Max. response time24 Hours8 Hours3 Hours1 Hour
ELIGIBILITY
Based on EditionFree editionAll paid editionsAll paid editionsAll paid editions
Based on Number of users---Min. 25 Users
Based on Subscription period-Annual or monthlyAnnualAnnual
 -Basic-Classic-PremiumRegister Here-Enterprise Register Here

Note: If you need assistance with Zoho Desk, please submit a support request and our support team will get in touch with you.

FAQs

Expand AllCollapse All
1. How do I reach out to customer support?+-
You can call our common toll-free support phone numbers:

  • USA: +1(888) 900 9646
  • UK: +44 (20) 35647890
  • UAE: +971 4 513 6046
  • Australia: +61-2-80662898
  • Germany: +49 8000229966
  • Sweden: +46 201408150
  • Italy: +39 (0) 287103737
  • Netherlands: +31 707007083
  • Spain: +34 918368598
  • France: +33 805542462
  • India: +91-44-67447000

Alternatively, you can drop us an email at support@zohodesk.com or tweet to us @zohocares

2. Where can I view my support tickets? +-

You can view them under the my requests tab of Zoho's support homepage.

3. I use the free edition. Can I get product support? +-

Of course! Basic support is available to all free edition users. You can email us with your questions, raise a support request in your portal or put up a forum post to get help from the support community. You can also read through support articles in the knowledge base, and learn to use different features by watching the "how-to" videos in our collection.

4. I use the free edition. Can I request a support call? +-

Support via call is only available to customers with a paid subscription of Zoho Desk. You can still drop us an email or raise a request in the self-service portal, and our support staff will respond promptly with a solution to your problem.

5. I use the paid edition. Can I call, or request a support call whenever I require product assistance? +-

You can call us any time between 9 am and 5pm on business days, and we'll be glad to help you out. However, if you're looking for around-the-clock service, we recommend getting premium or enterprise support.

6. What is onboarding and what do I get out of it? +-

With product onboarding, you can schedule regular one-on-one sessions for a period of 45 (Premium) or 60 days (Enterprise) from your date of purchase. During these sessions, our onboarding specialists help you get well-acquainted with, and learn to use Zoho Desk.

These sessions will help you:

  • Follow a guided path for setting up Zoho Desk for your business
  • Learn the different features, how to use them and how to implement them in the best way for your business needs.
  • Learn best practices for help desk
  • Get assistance for customization, automation, and other important help desk functions
7. What is remote assistance? +-

If you're having trouble using Zoho Desk, or if you need help in customization, remote assistance allows you to share your screen temporarily with our trusted support representatives so that they can work with you remotely to help you out.

8. What does it mean to be assigned a technical account manager? How will that benefit my company? +-

Enterprise support comes with a dedicated technical account manager who caters to your company. You can reach out to your account manager through phone calls, chat, or email when product assistance is required. Aside from around-the-clock support, the account manager also interacts with you to understand your business thoroughly and helps you configure and customize Zoho Desk to meet your company's specific needs. They will also help you improve the overall efficiency of your company's help desk process by reviewing your feature usage, offering constructive suggestions, and teaching you best practices.

9. What is a quarterly report?+-

When you get enterprise support, your technical account manager reviews the usage statistics of your different Zoho Desk features to give you a list of useful suggestions for optimizing your business processes. These statistics and suggestions are presented to you in the form of quarterly reports.

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