Zoho Desk
by Zoho
by Zoho
Profile Information Last updated on: 1 July 2024
Profile Information Last updated on: 1 July 2024
We help make selecting a software for your business effortless, economical and efficient.
by Zoho
by Zoho
Profile Information Last updated on: 1 July 2024
Profile Information Last updated on: 1 July 2024
Zoho Desk claims to have 50% faster implementation compared to most other customer service software solutions.
They provide dedicated training programs with a shallow learning curve to help new users get up and running quickly.
The implementation process is facilitated by Zoho's account executives who assist with hassle-free migration to Zoho Desk.
Zoho Desk offers a customizable workspace that can be tailored to work across any industry, brand, and department, suggesting high flexibility to meet specific business needs.
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Zoho offers online training courses for admins and agents using Zoho Desk, covering configuration, customization, integration, automation, data management, and more. Video tutorials cover various functionalities and use cases. Zoho provides comprehensive documentation and a knowledge base for self-learning. The "Classic" support plan is included by default for paid editions, with additional premium support plans available at additional costs.
Data Encryption
Sensitive data stored in Zoho Desk is encrypted using industry-standard encryption protocols like AES-256 .
Data in transit is also encrypted using TLS 1.2/1.3 with Perfect Forward Secrecy .
Access Controls
Role-based access controls allow restricting data access to authorized users only based on their roles and responsibilities .
Field-level security lets admins control which fields agents can view or edit for customer information .
Compliance Standards
Zoho Desk is compliant with standards like ISO 27001, SOC 2 Type II, GDPR, and HIPAA for applicable services .
It follows security best practices for data hosting, encryption, access controls, auditing, and more to meet these compliance requirements.
Auditing and Monitoring
Audit logs track all user activities, data modifications, and deletions within Zoho Desk for monitoring purposes .
Zoho has dedicated security monitoring systems and incident response programs in place .
Zoho Desk routinely releases updates that improve its features and functionality. For example, the most recent update, Zoho Desk '24, added several new features, including Zia's predictive capabilities, improved Blueprint functionality, and new connectors like Google Chat. These changes are controlled through a disciplined release procedure, ensuring that consumers experience little inconvenience. Zoho Desk also provides extensive release notes and documentation to assist users in understanding and effectively implementing new features.
Zoho Desk's policy on data ownership and portability is clear: customers own their service data. Zoho provides tools to ensure customers have full control over their data, including the ability to access, share, export, and delete their data. Administrators can export service data for every module, ensuring data portability . This policy aligns with GDPR requirements, giving users the right to data portability and ensuring their data can be transferred to other systems if needed .
Zoho Desk offers flexible terms for scaling up or down based on organizational needs. The software supports auto-scaling, allowing businesses to adjust their usage and resources dynamically. This is particularly useful for growing companies that need to scale their operations up or down frequently . Zoho's cloud infrastructure supports this flexibility, ensuring that businesses only pay for the resources they use and can add or remove resources as needed without significant delays .
Zoho Desk provides clear terms and conditions for contract renewal and cancellation:
Renewal: Contracts can be renewed automatically (evergreen renewal) or manually. In an evergreen renewal, the contract is automatically renewed for the duration specified in the Renewal Term field at the time of contract creation. Manual renewal requires the contract owner to renew the contract before it expires, with reminders set up to notify them of upcoming renewals .
Cancellation: Users can terminate their Zoho Desk account at any time. Upon termination, data will be deleted from the active database during the next clean-up cycle, which occurs every six months, and from backups after three months . If Zoho breaches its obligations, users are entitled to a prorated refund of any prepaid fees. Zoho also reserves the right to terminate accounts for inactivity or violations of the terms of service
Zoho Desk meets several key compliance standards, ensuring robust security and data protection:
ISO/IEC 27001: This certification is for information security management systems, covering applications, systems, people, technology, and processes .
ISO/IEC 27701: An extension of ISO/IEC 27001 and ISO/IEC 27002, focusing on privacy information management systems .
ISO/IEC 27017: Provides guidelines for information security controls applicable to cloud services .
ISO/IEC 27018: Establishes controls for protecting personally identifiable information (PII) in public clouds .
ISO 9001: Specifies requirements for a quality management system, ensuring consistent quality in products and services .
SOC 2 Type II: Evaluates the design and operating effectiveness of controls related to security, availability, processing integrity, confidentiality, and privacy .
GDPR: Ensures compliance with the General Data Protection Regulation, providing robust data protection and privacy measures for EU residents.
HIPAA: Compliance with the Health Insurance Portability and Accountability Act for handling health information .