Zoho Desk
support and customer services
Empower your team with a support plan tailored to your needs. Whether you require remote sessions or a dedicated contact, we ensure your Zoho Desk operations remain optimized and efficient.
Zoho Desk support plans
Classic Support
As a paid Zoho Desk user, you are automatically eligible for Classic tier support. You can reach our support team via email (24/7), or via toll-free call support available during standard business hours (8/5). Additionally, customers on Professional or Enterprise edition gain access to live chat support available during standard business hours.
Premium Support
The Premium support plan is one of our additional paid support offerings. You can reach our support team via email (24/7), while channels such as live chat, toll-free calls, and remote sessions are available for 24 hours on weekdays.
Enterprise Support
Our Enterprise support plan is an all encompassing paid package that grants you 24/7 support assistance across channels with a maximum response time of one hour. You will also be assigned a single point of contact from Zoho, who will work with your team(s) and handle all your product, support, and service requirements exclusively. This service combines strategic account management with preemptive, insight-driven support.
What Enterprise Support offers
- A dedicated Technical Account Manager assigned to your company
- Swift support with an initial response time of one hour upon submitting a support request
- Early access to new features and free demos on how to use them
- 24/7 multichannel support: email, toll-free call, chat, and remote access support
- Quarterly reports on feature usage that include recommendations and best practices to optimize performance using Zoho Desk
- Access to all documented resources (knowledge base, community forums, tutorial videos) and developer guide
Compare Plans
| ClassicAvailable by default for paid editions of Zoho Desk | PremiumCosts 20% of your subscription fee | EnterpriseCosts 25% of your annual subscription fee (with min. 25 user licenses) | |
|---|---|---|---|
| Services | Available by default for paid editions of Zoho Desk | Costs 20% of your subscription fee | Costs 25% of your annual subscription fee (with min. 25 user licenses) |
| Knowledge baseMaster Zoho Desk with our help-docs, how-to videos, webinars, and more. | |||
| Community forumsAsk questions, join discussions and get answers from other Zoho users. | |||
| Self-service portalRaise tickets and view them in a unified space to get assistance from our support team. | |||
| E-mail support | |||
| Toll free-call support Connect on call with our support team | 8 hours x 5 days | 24 hours x 5 days | 24 hours x 7 days |
| Live chatConnect in real time with our support team. | 8 hours x 5 days Only available for Professional and Enterprise editions | 24 hours x 5 days | 24 hours x 7 days |
| Remote assistanceGet assistance through screen-sharing sessions. | - | ||
| Initial response | 8 hours | 3 hours | 1 hour |
| Feature walk-throughs | |||
| Zoho Technical Account Manager (TAM)A dedicated point of contact for all your support needs. | - | - | |
| Quarterly report (Feature usage reports + Recommendations) | - | - |
Contact Us
Frequently Asked Questions
- Technical
- Onboarding
- Other
We offer basic support for our free edition users. You have access to the following support options:
- Email us your request or raise a ticket in our customer portal. Our support staff will get back to you in 1-2 business days.
- Tweet to us @zohocares
- Post in our community forums and get help from Zoho Desk community.
- Browse our knowledge base to find answers you need.
You can view them under the my requests tab of Zoho's support homepage.
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.
The primary difference between e-mail support and the customer portal lies in how you interact with our resources. While you can e-mail our support team directly at support@zohodesk.com or support@eu.zohodesk.com (EU region only) for personalized assistance, the customer portal offers a more self-service experience: you can browse the knowledge base for instant answers, engage with other users in community forums, or submit and track your support tickets in one centralized location.
Once you purchase Zoho Desk, you receive a welcome email along with a calendar booking link to schedule your onboarding session. The session is tailored based on your subscription details to ensure you get the most value from day one. Explore the full process here.
- Your team will be familiar with Zoho Desk, being able to navigate its interface effectively and perform various actions.
- You will be able to perform all administrator tasks to set up Zoho Desk for your business.
- You will be able to perform all administrative functions needed to set up your Zoho Desk account based on your business requirements.
You will not be asked to share any confidential data with our team throughout the entire duration of your subscription. You may choose to share details of your business requirements and any relevant details at your discretion to help your onboarding specialist guide your team better.
Once your onboarding period ends, you will no longer be able to schedule an onboarding session with our experts. But you will continue to have access to our support with the following options depending on the support plan you have chosen.
- Access to knowledge base, community forums and self-service customer portal
- Connect with us via email, live chat or toll-free phone call depending on your support plan subscription.
- Schedule a device screen-sharing assistance via remote session
Yes, there is no limit on the number of team members joining a single onboarding session. We encourage your entire team to participate to ensure everyone is aligned and ready to hit the ground running.
Yes, you can schedule an onboarding session with Zoho Team regardless of your subscription billing cycle, (monthly or yearly). Look for an email containing a calendar booking link to schedule your onboarding session. If you can't find it, contact your account manager or raise a support request at support@zohodesk.com or support@eu.zohodesk.com (EU region only). If you are eligible for structured onboarding, check out the details here.
The technical account manager is a product expert who is assigned to cater exclusively to your company upon subscribing to our Enterprise Support plan. They will be your single point of contact, guiding and assisting you in everything related to Zoho subscriptions, implementation, product performance, technical support and maintenance.
Note: TAM will not implement Zoho Desk or customize solutions for your business. Implementation is not covered in the Enterprise Support plan.
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