Zoho Desk Pros and Cons

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.

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.

The knowledge base feature is what I am most interested in as we already use a different ticketing system.

The knowledge base is really easy to use and very quick to implement and set up. Review collected by and hosted on G2.com.

The user guides can't be siloed without having to do user group administration. When we have a lot of customers who plan to use the platform, and we have multiple software platforms to document, not having siloed guides that aren't visible from one another is a downside.

The video content can only be uploaded via a URL. I need to have a 3rd party video host to host our video and then link the video to the guide. I also find this a bit of a downside as others have built-in Loom integration Review collected by and hosted on G2.com.

We've been using Zoho Desk's trial version of professional plan from last few days and it's very flexible to use. For almost all of our requirements Zoho Desk has solution inbuilt. Great platform to work on. Review collected by and hosted on G2.com.

There's no option to send mass emails to our contacts or agents like Zoho Recruit has. Also, we can't integrate Zoho Desk and Zoho Recruit with each other. Review collected by and hosted on G2.com.

Zoho Desk stands out with its automated, AI-driven workflows and smooth integrations. An easy to use and an effective ticketing system helps you keep track of customer issues, so you can work to resolution. Productivity is also enhanced with workflow automation, multi-channel support, and powerful reporting. The customized automation and its seamless implementation enhance the frequency of use, providing our agents with a more efficient platform that they can rely on daily. Zoho’s virtual assistant Zia AI includes sentiment analysis and smart recommendations, so teams can respond quicker. Additionally, its range of custom SLAs and personalized dashboards make it a flexible solution for companies of all sizes. Review collected by and hosted on G2.com.

Compared to some of its competition, the automation rules and workflows of Zoho Desk can be limiting. Integration with external applications outside the Zoho ecosystem may require more workarounds. Also, the response time from customer service is a bit inconsistent, and is quite irritating when something really urgent pops up. In general a UI and the automation can be more flexible and good. Review collected by and hosted on G2.com.

Competitive pricing compared to other helpdesk solutions in the market

Part of the broader Zoho ecosystem, which can be beneficial if you use other Zoho products

Basic ticketing functionality works well for simple support needs Review collected by and hosted on G2.com.

Free version is severely limited in functionality, making it practically unusable for most business needs

Missing essential features that are standard in competitor products, such as private agent notes

Requires significant investment in paid tiers to access basic functionality that other helpdesk solutions offer in their standard packages

The upgrade path from free to paid versions can be costly for small businesses Review collected by and hosted on G2.com.

It was very easy to setup and get using for support tickets. I have been using KACE and Salesforce in other roles. I like the simplicity of Zoho Desk. Review collected by and hosted on G2.com.

After the initial configuration, which is easy, there are many places to go to locate additional settings. Review collected by and hosted on G2.com.

The most helpful is the multiple features simplified on one system. All are easy to setup and simple to use. It allows our team to give excellent customer support and integrate other systems. Review collected by and hosted on G2.com.

I am testing every feature and can't find any suggestions or improvements. Desk has every feature we need with community forums, Knowledge base and excellent ticketing options. Can it make good hot coffee on demand? I am picky, it must be organic, mountain grown and fresh ground :) Review collected by and hosted on G2.com.