Zoho Desk Reviews & Product Details

Zoho Desk offers a high degree of flexibility that suits our support workflows well. We especially appreciate the ability to customize at the contact level, which helps tailor interactions and improve customer experience. The integration with VoIP systems is seamless, and the help site is comprehensive. Macros and templates are well-structured and easy to deploy, and the overall usability is smooth with intuitive views and navigation. We also value their responsive support team and the decent level of workflow automation available. Review collected by and hosted on G2.com.

While the workflow automation is helpful, we do see room for improvement—particularly around triggering workflows based on custom contact fields, which is currently missing. This limits some of our more advanced segmentation needs. Additionally, some workflow conditions could be more flexible to allow for deeper customization. Still, these are relatively minor in the context of an otherwise strong platform. Review collected by and hosted on G2.com.

Zoho Desk has been a game-changer for our small team’s customer support workflow. The ticketing system is intuitive, and the automation features (like auto-assigning tickets based on rules) save us hours every week. I especially love the context-aware AI suggestions—it pulls up relevant customer history and suggested replies, which speeds up responses. The multi-channel support (email, social, live chat) is seamless, and the mobile app is surprisingly robust for on-the-go updates. Plus, the integration with other Zoho apps (like CRM) makes it a powerhouse for keeping everything in one ecosystem. Review collected by and hosted on G2.com.

I would be lying nothing i dislike with the Zoho Desk at the moment Review collected by and hosted on G2.com.

Overall, I am impresed with the number of functionalities the enterprise version offers. Its ease of use is also an important aspect. It is a fairly intuitive tool and implementing without prior knowledge is possible. I would recommend however people take advantage of partner use and pre sales team as they are very knowledgeable in the solution. Review collected by and hosted on G2.com.

There is nothing i particularly dislike, except maybe that some of the fields that are mandatory cannot be renamed. It would be great of this was a possibility. Review collected by and hosted on G2.com.

It´s easy to use and helps organize customer inquires efficiently. the automation features save time, and the integration with other Zoho apps makes everything work smoothly. The platform is also easy to implement, and its user-friendly interface makes it simple for teams to adopt quickly. Customer support is responsive and helpful, making it easier to resolve any issues. Additionally, the platform is reliable for frequent use, ensuring smooth daily operations. Review collected by and hosted on G2.com.

Some features feel a bit limited in customization, and the reporting tools could be more detailed to provide better insights. Additonally, the initial setup can take some time to fully optimize. However, once everything is set up, it offers great ease of use and integration. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is how effortless it makes managing customer support. The intuitive interface is a dream—I can navigate tickets without feeling overwhelmed, and everything’s right where I need it. The automation features are a total game-changer for me; they handle repetitive tasks like sorting tickets or sending initial replies, freeing me up to focus on actually helping my customers. And the multi-channel support? It’s amazing to have emails, social media, and chats all in one spot—no more jumping between apps. It’s streamlined my workflow in a way I didn’t think was possible. Review collected by and hosted on G2.com.

One thing I’m not completely thrilled about with Zoho Desk is that the initial setup can feel a bit overwhelming, especially if you’re new to helpdesk tools. There are so many features and customization options that it took me a little time to get everything configured just the way I wanted. That said, once I got past that learning curve, it was smooth sailing—and the robust functionality more than made up for it. It’s a small trade-off for how much it’s improved my workflow! Review collected by and hosted on G2.com.

Like many helpdesk systems brings together a large number of "feeder" inputs (phone calls / website inquiries / emails) bringing them all in together. However unlike many, the system appears intuitive on the whole. Review collected by and hosted on G2.com.

One of the downsides is the lack of knowledge of the initial support staff on phone operation and connectivity. It has taken all of the trial period to understand this aspect (and we do have a good understanding of telephony integration). What we found was a lack of documents/help desk articles on this aspect (especially around a straight forward dialer function, which seems to be a business limitation, based on marketing other products to be used). Other documentation on the web on this aspect appears to be out of date. Review collected by and hosted on G2.com.

Zoho Desk offers a user-friendly interface with powerful automation features that streamline ticket management. The customizable workflows, SLA management, and multi-channel support make it easy to track and resolve customer queries efficiently. The integration with other Zoho apps and third-party tools is seamless, allowing for better collaboration and data syncing across platforms. Additionally, the pricing is competitive compared to other help desk solutions, making it a great value for businesses of all sizes. Review collected by and hosted on G2.com.

While Zoho Desk is packed with features, the initial setup and customization can be a bit overwhelming. Some advanced automation options require a learning curve, and the reporting tools, while functional, could be more intuitive. Additionally, the mobile app experience could be improved for better responsiveness and ease of use. Review collected by and hosted on G2.com.

I am still on trial, but our main requirement was to be able to use an Exchange Shared Mailbox as a support email to avoid creating a regular user. Out of many solutions we reviewed Zoho Desk was only one that provided this capability. Thanks to that client facing email is in our domain and we don't need to worry about message delivery or authentication.

Another thing that we liked are customizations - Zoho Desk allows to customize not only email addres or customer portal address (to be in the company domain), but also customize visualy customer portal to match company brand and website visual design. However, it could allow a little bit more - as in some cases not all bottons or elements can be fully customized. Review collected by and hosted on G2.com.

Customer portal visual customizations could allow a little bit more :)

Would love to see way to integrate with Clockify to automatically track time on tickets - I know Zoho has this option, but we're using Clockify as our main time tracking system to track time over all projects, not only support. Still need to explore other Zoho products - perhaps there's a way to use one of Zoho tools to track time globally. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is its powerful automation and workflow capabilities. It lets you streamline ticket assignment, set up custom rules for escalations and alerts, and create consistent service processes with tools like Blueprints. All of this comes in a user-friendly interface that balances functionality and ease of use—perfect for growing teams and efficient support operations. Review collected by and hosted on G2.com.

One of the main things I dislike about Zoho Desk is that some of the more advanced features are locked behind higher-tier plans, which can be limiting for smaller teams or startups on a budget. Review collected by and hosted on G2.com.

What I like most about Zoho Desk is its intuitive interface and the ease with which support tickets can be managed. The automations and workflow rules help improve team efficiency and reduce response times. Additionally, the integration with other tools in the Zoho ecosystem makes the experience even more complete and centralized. Review collected by and hosted on G2.com.

Sometimes the initial setup can be a bit complex, especially when it comes to customizing workflows or reports. I have also noticed that performance can be affected when handling large volumes of tickets or data, although overall the system is quite stable. Review collected by and hosted on G2.com.