--- description: Zoho Desk : qu'en pensent les utilisateurs ? Lisez les avis clients sur Zoho Desk, consultez les prix, tarifs, abonnements et découvrez ses fonctionnalités grâce à Capterra Luxembourg. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Zoho Desk - Avis, notes, prix et abonnements - Capterra Luxembourg 2026 --- Breadcrumb: [Accueil](/) > [Suivi des problèmes](/directory/30675/issue-tracking/software) > [Zoho Desk](/software/169505/zoho-desk) # Zoho Desk Canonical: https://www.capterra.lu/software/169505/zoho-desk Page : 1/90\ Suivant: [Page suivante](https://www.capterra.lu/software/169505/zoho-desk?page=2) > Mettez le service client au cœur de votre entreprise. Rendez les clients plus heureux, les agents plus autonomes et votre entreprise prospère. > > Conclusion : 2212 utilisateurs lui ont donné la note de **4.5/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise Zoho Desk ? Zoho Desk, le logiciel de référence de service client en ligne de Zoho, aide les entreprises de toutes tailles et de tous types à offrir un service support de qualité supérieure sans dépenser une fortune. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.5/5** | 2212 Avis | | Simplicité | 4.4/5 | D'après l'ensemble des avis | | Support client | 4.3/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 4.5/5 | D'après l'ensemble des avis | | Fonctionnalités | 4.5/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 80% | (8/10 Probabilité de recommander le produit) | ## À propos de l'éditeur - **Société**: Zoho - **Entreprise fondée en**: 1996 ## Contexte commercial - **À partir de**: 20,00 € - **Type de licence**: (Version gratuite disponible) (Essai gratuit) - **Public cible**: Auto-entrepreneur, 2–10, 11–50, 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Déploiement et plateformes**: Cloud, SaaS, web, Mac (ordinateur), Windows (ordinateur), Android (mobile), iPhone (mobile), iPad (mobile) - **Langues**: allemand, anglais, arabe, chinois, danois, espagnol, français, hindi, indonésien, italien, japonais, néerlandais, portugais brésilien, roumain, russe, suédois, thaï, turc, vietnamien - **Pays disponibles**: Afrique du Sud, Allemagne, Arabie saoudite, Argentine, Australie, Belgique, Brésil, Canada, Chili, Chine, Colombie, Espagne, France, Inde, Indonésie, Italie, Malaisie, Mexique, Nouvelle-Zélande, Pays-Bas et 11 de plus ## Fonctionnalités - Accès mobile - Alertes/Notifications - Autoresponders - Base de données de clients - CTI (couplage téléphonie informatique) - Catalog Management - Chat en temps réel - Chat et messagerie - Chat proactif - Collecte de données multicanal - Engagement des clients - Enquêtes et feedback - Enregistrement des appels - Fonctions pour secteur de l'assurance - Gestion de contenu - Gestion de l'expérience client - Gestion de la base de connaissances - Gestion de la communication - Gestion des accords de service - Gestion des affectations - Gestion des boîtes de messagerie - Gestion des centres d'appel - Gestion des commentaires - Gestion des connaissances - Gestion des enquêtes et sondages - Gestion des leads - Gestion des tâches - Gestion des utilisateurs - Gestion du pipeline de ventes - Historique des clients - Intégration des employés - Journalisation des appels - Logiciels d'expérience client - Logiciels de chatbots - Messagerie client en temps réel - Messagerie instantanée - Outils de collaboration - Portail libre-service - Rapports et analyses - Real-Time Monitoring - Relevé et historique des chats - Routage automatisé - Routage des appels - Scripts d'appel - Suivi des activités - Suivi des appels - Suivi des problèmes - Suivi et analyse de l'utilisation - Support client - Tableau de bord d'activités ... et 35 fonctionnalités supplémentaires ## Intégrations (80 au total) - APPSeCONNECT - Aircall - Alegra - Asana - AskNicely - Asterisk - BigCommerce - Bigin by Zoho CRM - Breeze - Call Center Studio - Capsule - ChargeOver - ChurnZero - ClickSend - Clockify ... et 65 intégrations supplémentaires ## Ressources d'aide - Service client/e-mail - FAQ/forums - Base de connaissances - Support téléphonique - Support 24/7 (réponse directe) - Chat ## Category - [Suivi des problèmes](https://www.capterra.lu/directory/30675/issue-tracking/software) ## Catégories connexes - [Suivi des problèmes](https://www.capterra.lu/directory/30675/issue-tracking/software) - [Logiciels de Customer Success](https://www.capterra.lu/directory/30961/customer-success/software) - [Logiciels CCM (Customer Communications Management)](https://www.capterra.lu/directory/31002/customer-communications-management/software) - [Logiciels helpdesk](https://www.capterra.lu/directory/30008/help-desk/software) - [Service client](https://www.capterra.lu/directory/22/customer-service/software) ## Logiciels similaires 1. [Zendesk Suite](https://www.capterra.lu/software/164283/zendesk) — 4.4/5 (4079 reviews) 2. [Freshdesk](https://www.capterra.lu/software/124981/freshdesk) — 4.5/5 (3438 reviews) 3. [LiveAgent](https://www.capterra.lu/software/102188/liveagent) — 4.7/5 (1785 reviews) 4. [Freshservice](https://www.capterra.lu/software/132997/freshservice) — 4.5/5 (724 reviews) 5. [LiveChat](https://www.capterra.lu/software/62194/livechat) — 4.6/5 (1723 reviews) ## Avis ### "The Scalable Workhorse: Enterprise Power at an SMB Price Point" — 5.0/5 > **Mustafa** | *11 avril 2026* | Organisme social ou civique | Taux de recommandation : 10.0/10 > > **Avantages**: One of the most loved features is the unified dashboard. It pulls in customer interactions from email, live chat, social media (like WhatsApp and Facebook), and phone calls into a single view. This prevents "tab fatigue" and ensures no customer query gets lost in the shuffle. > > **Inconvénients**: Because Zoho Desk is so highly configurable, it can be overwhelming for new teams. Users often report that setting up complex features like Blueprints (workflow automation) requires significant trial and error. The interface is packed with features, which can feel cluttered or "text-heavy" compared to more minimalist competitors like Intercom. > > The overall consensus on Zoho Desk in 2026 describes it as a "powerhouse of value" that delivers enterprise-grade features at a mid-market price point. It is widely considered a reliable, structured foundation for customer support, particularly for teams that are scaling beyond spreadsheets or basic email ----- ### "Best ticketing tool and with affordable price." — 5.0/5 > **ABHAYA** | *8 août 2025* | Informatique et sécurité réseau | Taux de recommandation : 9.0/10 > > **Avantages**: As a System Admin,I see Zoho Desk as a reliable and Scalable help desk tool that simplifies ticket management and boost efficiency through automation and integration. It's role base access and AI features like zia enhance support workflows,through some advanced options require higher tier plans. Overall it meets the core needs of IT service management with solid flexibility and security. > > **Inconvénients**: What i like least about Zoho Desk is its steep learning curve- especially when configuring advanced workflows or custom modules. Some features like deep analytics and MS Team integration,are only available higher tier plans,which can be limiting for smaller teams. Customization option for notification, for indivisual incident and service requst option, and layout could be more flexible. > > Overal best experience mainly auto assignment , business rules, third party apploication integration and dashboard customization,work delegation these features are very good. Customer support also very first and always available to answer the queries.Support team ----- ### "Less user friendly desk" — 3.0/5 > **Utilisateur vérifié** | *12 mai 2026* | Urbanisme et architecture | Taux de recommandation : 3.0/10 > > **Avantages**: The platform was practical for tracking customer requests and technical issues in one place and in office we can follow the process. > > **Inconvénients**: One thing I liked least about Zoho Desk was that some customization and automation settings could be a bit complicated at first, especially for new users. It sometimes took time to understand how to configure workflows or organize tickets efficiently. > > In larger projects with many ongoing requests, the interface could also feel slightly crowded. However, after using it regularly, it became easier to manage and navigate. Overall, the system was useful, but there was definitely a learning curve in the beginning when trying to adapt it to specific project or team requirements. ----- ### "Great Tool for Managing Tasks and Responding to Client Inquiries" — 4.0/5 > **Mallory** | *24 février 2026* | Hôpitaux et soins de santé | Taux de recommandation : 7.0/10 > > **Avantages**: I like that you can sync zoho desk notifications into Cliq so you are notified quickly of new tickets. I like that you can tag and comment privately within tickets and save contact information for future use. > > **Inconvénients**: Sometimes it can be hard to find older tickets that you want to reference. You typically have to go to an advanced search which is not always easy to access. > > Our department uses Zoho Desk primarily to handle client issues and questions. We are able to transfer tickets to other departments as necessary or respond directly to the client. We use this also as a way to keep track of certain client related tasks. When they have a specific request we can track and update the progress using the status selections. ----- ### "Great facilities at a great price" — 5.0/5 > **Tom** | *24 mars 2025* | Gestion de l'enseignement | Taux de recommandation : 10.0/10 > > **Avantages**: The layout and usability is excellent. Being able to separate locations by departments allows us to see all tickets on one screen if needs be > > **Inconvénients**: Sometimes settings are hard to find without reading articles on the knowledge base or asking someone > > Positive, allows a MAT (Multi Academy Trust) to centralise our IT Service Desk and support every school in the trust ----- Page : 1/90\ Suivant: [Page suivante](https://www.capterra.lu/software/169505/zoho-desk?page=2) ## Liens - [Afficher sur Capterra](https://www.capterra.lu/software/169505/zoho-desk) ## Cette page est disponible dans les langues suivantes. | Langue | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | | tr | | ----- ## Données structurées