--- title: Zoho Desk Reviews meta_title: 'Zoho Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7757 reviews by the users' company size, role or industry to find out how Zoho Desk works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 7757 scale: '5' date_modified: '2026-07-12' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Zoho Desk Reviews **Vendor:** Zoho **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,757 ## About Zoho Desk Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses. ## Zoho Desk Pros & Cons **What users like:** - Users appreciate the **ease of use** of Zoho Desk, noting its simple setup and robust functionality. (622 reviews) - Users appreciate the **intuitive interface and customization** of Zoho Desk, enhancing team efficiency and collaboration. (462 reviews) - Users highly value the **efficient ticket management** in Zoho Desk, facilitating streamlined operations and effective communication. (337 reviews) - Users value the **seamless integrations** of Zoho Desk, enhancing collaboration and communication across multiple platforms. (317 reviews) - Users love the **intuitive interface** of Zoho Desk, which simplifies ticket management and enhances customer support efficiency. (312 reviews) - Users value the **intuitive interface and easy setup** of Zoho Desk, enhancing their overall customer support experience. (279 reviews) - Efficiency (248 reviews) - User Interface (247 reviews) - Easy Setup (239 reviews) - Case Management (231 reviews) **What users dislike:** - Users find the **learning curve steep** , as the interface can be overwhelming and setup confusing for newcomers. (297 reviews) - Users note a **steep learning curve** with Zoho Desk, finding the interface and setup initially confusing and overwhelming. (211 reviews) - Users find **limited customization** options sometimes confusing, affecting the overall usability and experience with Zoho Desk. (183 reviews) - Users find the **complexity of the UI and reporting** to be cumbersome, hindering workflow and efficiency. (166 reviews) - Users find the **interface not intuitive** , feeling overwhelmed by complexity and hidden elements in Zoho Desk. (159 reviews) - Users find the **missing features** in Zoho Desk limit customization and real-time updates, affecting efficiency. (151 reviews) - Users express frustration with the **limited features** in Zoho Desk, especially in the free and lower-tier accounts. (148 reviews) - Integration Issues (121 reviews) - Lack of Features (106 reviews) - Limitations (102 reviews) ## Zoho Desk Reviews ### 1. Excellent Ticket Management and Easy to Use **Rating:** 4.0/5.0 stars **Reviewed by:** AFZAL PASHA S. | Network Security Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2025 **What do you like best about Zoho Desk?** I have been using zoho desk from 8 months platform offers excellent ticket management improve communication with the client allows to check open tickets and closed tickets. Easy to learn and easy to use **What do you dislike about Zoho Desk?** Limited customization options, mobile application is seen as less comprehensive than the desktop version **What problems is Zoho Desk solving and how is that benefiting you?** we are using zoho desk as ticket management tool from 8 months all of our clients will send the mail to support automatically support ticket will be generated after that we will assign the ticket to concerned engineer **Official Response from Theo Zoho Desk:** > Hello Afzal, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with the customization requirement and the features you are trying to use in the mobile version. Regards - Theo | Zoho Desk ### 2. Powerful Desk System,Powerful Desk System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Zoho Desk?** What I like best about Zoho Desk is how it centralizes customer communication and support automation in one place. The integration with other Zoho apps and third-party tools like JIRA makes it easy to connect different workflows. I also appreciate the flexibility in customizing layouts, automations, and portals for different departments and clients. **What do you dislike about Zoho Desk?** Zoho Desk is a great tool overall, but the main challenge is the limitation in controlling visibility and permissions between departments. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us centralize and manage customer support across multiple brands and departments in one unified platform. It allows our team to track, assign, and resolve tickets efficiently, automate workflows, and maintain clear communication with clients. The integration with tools like Jira and Zoho CRM also ensures that our technical and sales teams stay aligned. Overall, it improves response time, organization, and customer satisfaction across our entire support operation. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with the detailed requirement of configuring permissions, we'll check and assist you further. Regards - Theo | Zoho Desk ### 3. Zoho Desk – A cost-effective, powerful, and user-friendly platform for customer support teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2025 **What do you like best about Zoho Desk?** Zoho Desk has greatly improved the way we manage customer support. It allows us to respond faster, follow up more effectively, stay connected with our clients, and centralize all customer requests in one place, which makes the whole process more organized and efficient. **What do you dislike about Zoho Desk?** One limitation is not being able to fully customize the Help Center to match our brand and specific needs. Some design and layout options are restricted, which makes it less flexible compared to other parts of the platform. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us 1- Centralize all customer requests in one place, which makes it much easier to track, prioritize, and resolve tickets. 2-It also improves response times and follow-ups, ensuring customers don’t feel neglected. 3-The automation features reduce manual work for our support team, 4-The knowledge base allows clients to find quick answers on their own. Overall, it has streamlined our support process and strengthened our relationship with customers **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with your complete customization requirement. We'll check and assist you further. Regards - Theo | Zoho Desk ### 4. Easy to Use and Boosts Productivity, Though Some Flaws **Rating:** 3.5/5.0 stars **Reviewed by:** James A. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2026 **What do you like best about Zoho Desk?** Zoho Desk is an easy to use platform that integrates with products we already use from Zoho. The ease-of-use allows for fast productivity. **What do you dislike about Zoho Desk?** Zoho Desk is a good platform, but there are some flaws. Sometimes, the UI isn’t great and the integration is a bit limited. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk solves our problem of not having a help desk to manage tickets. ### 5. Automation-Powered Support with Seamless Zoho Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2026 **What do you like best about Zoho Desk?** Zoho Desk stands out for its automation, easy ticket tracking, and seamless Zoho integrations. It helps streamline support operations and improve response times while keeping everything organized in one place. **What do you dislike about Zoho Desk?** Sometimes the initial setup and configuration can feel a bit complex for new users because Zoho Desk has many features. A slightly more guided onboarding would make it even better. However, once set up, it works very smoothly. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us organize and prioritize customer support requests that used to come from multiple sources. It reduces manual follow-ups through automation and SLA tracking. This benefits us by saving time, improving team accountability, and ensuring no customer query is overlooked. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We have an onboarding session where our reps will help you setup the portal and guide you accordingly. In addition, we are also planning to include a setup wizard within the system as self service option which will address the initial learning curve. Regards - Theo | Zoho Desk ### 6. Zoho Desk: Simple, Impressive, and Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Avinash K. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2026 **What do you like best about Zoho Desk?** Zoho Desk is impressive in terms of its simplicity and ease of use. **What do you dislike about Zoho Desk?** Calling and messaging features are not available in the basic plan **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk is helping in maintaining our SLA and resolving our customers' issues and queries on time. **Official Response from Theo Zoho Desk:** > Hello Avinash, Thanks for sharing your feedback. The voice Call and SMS feature are not included within the Zoho Desk as native features, you can integrate any third party services at the moment. We'll forward your concern with our product team to look into the feasibility in future enhancements. Regards - Theo | Zoho Desk ### 7. Great for software support! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2026 **What do you like best about Zoho Desk?** Lots of functionality, easy enough to setup and configure. Well priced in comparison, specially with the amount of features. **What do you dislike about Zoho Desk?** The department structure can cause some confusion during the configuration stage. **What problems is Zoho Desk solving and how is that benefiting you?** It provides an out of the box support desk for our software customers. **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We understand that the department structure can feel a little confusing during the initial configuration stage. Could you please share which part of the department setup felt unclear, such as creating departments, assigning agents, configuring department-specific email channels, setting up workflows, or managing permissions? This will help us understand the exact area of difficulty and review how the configuration experience can be improved. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 8. Powerful Automation and Easy Integration with Zoho Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Zoho Desk?** Zoho Desk centralizes customer service very well: clear tickets, assignment rules, macros, templates, knowledge base, SLA, and complete histories. The major advantage for me is the automation and the API, which allow for easy integration of workflows (e.g., Shopify, package tracking, AI classification) and save a lot of time while maintaining a stable response quality. Useful reporting for managing the activity. **What do you dislike about Zoho Desk?** OAuth configuration and some API details can be tedious at first (documentation sometimes scattered, behaviors/parameters not always consistent). The interface can seem a bit cumbersome depending on the pages, and searching or some advanced options require several clicks. I would also like more "out of the box" flexibility on certain templates and automations. **What problems is Zoho Desk solving and how is that benefiting you?** I manage an e-commerce customer service with many repetitive requests (package tracking, delays, returns, refunds). Zoho Desk allows me to structure and prioritize tickets, reduce response time, limit errors, standardize messages, and track performance (SLA, volumes, reasons). Result: less mental load, more control, and a better customer experience. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We'll forward your concerns with our product team to improve the API documentation. Kindly drop an email regarding the difficulties in the UI, search, and the advanced options which you are referring to. Also, please include the flexible options that you are expecting in the template and automation features. Regards - Theo | Zoho Desk ### 9. Zoho Desk provided us with a quick solution to implement and integrate into our system. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Zoho Desk?** What I liked most about Zoho Desk is the ease of configuring and implementing a solution that allowed the clients of our system to receive the necessary support in the face of any difficulties they had. It also allowed us to extend the functionality so that the client could have the support and ticket module from our system through the API connection and from there manage an entire customer support area. **What do you dislike about Zoho Desk?** Well, in my opinion, it could be the short time available during the trial period, since there are many options to consider, and one falls short in reviewing and evaluating all of them, and thus determining with greater certainty if it is the solution one is looking for as a user. **What problems is Zoho Desk solving and how is that benefiting you?** At this moment, as a company, we are looking for a solution to implement a support ticket module. We are looking for a system that would allow us to extend this functionality as a module within our application and at the same time have all the management, traceability, and required functionality. So far, Zoho Desk has met this need and has facilitated this implementation for us. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 10. Easy to set up and with excellent cost-benefit ratio **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about Zoho Desk?** Ease of setup and good cost-benefit ratio. **What do you dislike about Zoho Desk?** I don't like that it doesn't have an integrated voice agent and that I have to hire a separate module to be able to do it. **What problems is Zoho Desk solving and how is that benefiting you?** Service workflow for support and ticket management **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly let us know whether you are referring to native phone call integration. You can drop an email to support@zohodesk.com with more details. Regards - Theo | Zoho Desk ### 11. Easy Setup, Flexible Workflows, and Helpful Automation **Rating:** 4.0/5.0 stars **Reviewed by:** charlotte s. | operations assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2026 **What do you like best about Zoho Desk?** Easy to set up and get started. I like the flexible ticker workflows and the automation options, which make it simple to keep things running smoothly. it centralises incoming requests, queries and tickets into one place **What do you dislike about Zoho Desk?** Some settings are hard to find, and the app isn’t very user-friendly at first. It can feel complex during the initial startup, and it takes some time to learn the program. **What problems is Zoho Desk solving and how is that benefiting you?** Centralising customer enquiries into a single ticket system helps bring customer enquiries from multiple places into one place, making them easier to manage and keep track of. **Official Response from Theo Zoho Desk:** > Hello Charlotte, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. We are planning to include a setup wizard within the system to address the learning curve. Regards - Theo | Zoho Desk ### 12. Automatic Ticket Creation with Flexible Configuration **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Zoho Desk?** Automatic ticket creation, with extensive configuration possibilities. **What do you dislike about Zoho Desk?** nothing as such, zoho desk is pretty simple and easy to implement **What problems is Zoho Desk solving and how is that benefiting you?** zoho desk solves the ticketing management problem and its helping me to drive my client engagement activities **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 13. Intuitive Setup with Great Onboarding Help **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about Zoho Desk?** Very intuitive to setup, and onboarding help was great! **What do you dislike about Zoho Desk?** Some of the setup options can be hard to find without guidance. **What problems is Zoho Desk solving and how is that benefiting you?** Better organizing our outstanding tasks/tickets **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We understand that some setup options can be hard to find without proper guidance, especially when configuring the product for the first time. Kindly help us with the specific setup options or configuration areas were difficult to locate. This will help us understand whether the challenge is related to navigation, naming, grouping of settings, or lack of guidance, and we can share the feedback with our product team for review. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 14. Easy Setup for Small Teams, But Advanced Features Hard to Access **Rating:** 3.5/5.0 stars **Reviewed by:** Dario S. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2025 **What do you like best about Zoho Desk?** It is very easy to setup for our small team, in a couple of hours we had everyone onboard, and working on it daily. A customer rep contacted us in hours wanting to give us support in our language. We are looking to integrate everything in our crm, and there are a lot of funcionalities to explore. **What do you dislike about Zoho Desk?** There are some funcionalities that are not easy to use, and we had to read documentation. The custom domain activation is a bit tricky for non experienced users **What problems is Zoho Desk solving and how is that benefiting you?** Centralizing sales and customer support and starting to have some metrics **Official Response from Theo Zoho Desk:** > Hello Dario, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 15. Simple Interface That Makes Support Management Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Zoho Desk?** The ease of support management thanks to its simple interface, which can generate a web questionnaire for inclusion in projects **What do you dislike about Zoho Desk?** Some rules are limited, at least in the version I have. **What problems is Zoho Desk solving and how is that benefiting you?** to resolve reports within the SLA, the communication problem between the team and the ease of delivering KPIs ### 16. Support with Zoho Desk is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Marvin A. | Director de Soporte, Small-Business (50 or fewer emp.) **Reviewed Date:** February 24, 2026 **What do you like best about Zoho Desk?** Excellent support tool has helped us be more organized in terms of our response times and order. **What do you dislike about Zoho Desk?** I think the license is quite a high cost for small teams. **What problems is Zoho Desk solving and how is that benefiting you?** Control and order of ticket resolution **Official Response from Theo Zoho Desk:** > Hello Marvin, Thanks for sharing your feedback. Kindly drop an email to sales@zohocorp.com for the pricing related concerns. Regards - Theo | Zoho Desk ### 17. A Reliable, Scalable, and Cost-Effective Support Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Pravin S. | Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Zoho Desk?** Zoho Desk offers a very intuitive and user-friendly interface that makes managing customer queries seamless. Its ticketing system is robust, with features like SLA tracking, automated workflows, and priority assignment that ensure no request goes unattended. The integration with email, WhatsApp, and live chat allows us to centralize all communication in one place, reducing duplication of effort. I particularly value the customization options, where we can align ticket categories, templates, and reports to match our travel business workflows. The built-in knowledge base and self-service portal also empower clients to resolve simple queries independently, which reduces the support team’s workload. **What do you dislike about Zoho Desk?** While Zoho Desk is quite efficient, there are still some aspects that could be improved. The reporting and analytics dashboards, although functional, lack the advanced features and visual appeal found in some competitors such as Zendesk. The mobile app can also feel somewhat limited, particularly when trying to access detailed ticket histories or generate reports while on the move. Furthermore, the initial setup and configuration process can be somewhat complex, leading to a learning curve before teams become fully comfortable with the system. It would also be beneficial if the pricing were more affordable for users in India. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk has helped us centralize all customer interactions—email, chat, and WhatsApp—into a single platform, which eliminates the risk of missing important queries. Earlier, our team struggled with tracking multiple requests across different channels, leading to delays in response. With Zoho Desk’s ticketing and SLA management, we can now assign, prioritize, and resolve issues more systematically. This has significantly improved our response time, team productivity, and customer satisfaction. Additionally, the automation rules and knowledge base reduce repetitive work, allowing our staff to focus on high-value support tasks. Overall, Zoho Desk has streamlined our support operations and given us better visibility and control over customer service performance. **Official Response from Theo Zoho Desk:** > Hello Pravin, Thanks for sharing your feedback. We shall discuss the reporting and analytics/dashboards in detail for configuring them based on your preference since you couldn't set them based on your business requirement. Regarding the mobile app, may we know whether you have used Zoho Desk or radar for Zoho Desk. We suggest you drop an email to support@zohodesk.com with more details. Also, we are planning to include a setup wizard within the system to address the initial learning curve, Regards - Theo | Zoho Desk ### 18. User friendly and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Sudeep P. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Zoho Desk?** It's really simple and straight forward. We could easily integrate this with our internal App (with API integration). The shared bucket feature and the status feature is really nice and to be able to get the custom report is really good, We use this daily for managing my CS and Ops team's email communication with customers and vendors. I did connect with the support team a few times, they are really helpful. **What do you dislike about Zoho Desk?** Feature for automatically sending out a scheduled email (rule based) with dynamic content that would be auto pulled from a BI report is needed **What problems is Zoho Desk solving and how is that benefiting you?** Easily communicate, track and manage emails from vendors and customers. Allocate work efficiently and track SLAs **Official Response from Theo Zoho Desk:** > Hello Sudeep, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with the detailed required of this scheduled email with dynamic content, we'll look into the feasible solutions and assist you further. Regards - Theo | Zoho Desk ### 19. One Central Hub for All Client Service **Rating:** 5.0/5.0 stars **Reviewed by:** José Alberto L. | Chief of Staff, Small-Business (50 or fewer emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Zoho Desk?** It allows us to have one single channel where all of our client service exists. **What do you dislike about Zoho Desk?** It's a bit complex. Sometimes we lose time setting it up. **What problems is Zoho Desk solving and how is that benefiting you?** Having one automated, single source of truth when it comes to client service. **Official Response from Theo Zoho Desk:** > Hello Jose, Thanks for sharing your feedback. We'll help you with the required configuration setup. Kindly drop an email to support@zohodesk.com with the detailed requirement. Regards - Theo | Zoho Desk ### 20. Unmatched Customization for a Truly Tailored Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2026 **What do you like best about Zoho Desk?** The amount of customization is unmatched to make the service desk experience as tailored to individual clients as possible. **What do you dislike about Zoho Desk?** Many of the settings and configurations menus are similarly named, such as Functions and Custom Functions, which make it confusing to know where to add/edit settings. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk is replacing a very manual help desk process using email and a kanban board. **Official Response from Theo Zoho Desk:** > Hello there, We understand that similarly named settings, such as Functions and Custom Functions can make it confusing to identify where specific configurations need to be added or edited. We appreciate you pointing this out, as clearer naming and grouping can definitely help improve the setup experience. I'll forward this feedback to our product team. If you have more examples which causing difficulties, please drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 21. Great All-in-One Solution with Strong Third-Party Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Girish K. | Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Zoho Desk?** The product is good and offers an all-in-one solution, with support for third-party integrations. **What do you dislike about Zoho Desk?** The setup involves quite a few steps and may require additional help. **What problems is Zoho Desk solving and how is that benefiting you?** A single solution for customer support. **Official Response from Theo Zoho Desk:** > Hello Girish, Thank you for sharing your feedback. We understand that the setup can involve multiple steps and may require additional assistance, especially during the initial configuration. Could you please share which setup areas required more help, such as departments, email channels, agents, workflows, automations, reports, or integrations? This will help us understand the exact areas where the setup experience can be improved and where better guidance may be needed. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 22. It seems intuitive, but it's still too early to assess **Rating:** 4.0/5.0 stars **Reviewed by:** Pedro Vieira L. | Gerente TI, Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2026 **What do you like best about Zoho Desk?** Testing, it seems good, very intuitive and easy to use. **What do you dislike about Zoho Desk?** So far I haven't had any problems.... **What problems is Zoho Desk solving and how is that benefiting you?** Internal communication stock sector **Official Response from Theo Zoho Desk:** > Hello Pedro, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 23. Simple Integration with Other Apps Like PowerBI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Zoho Desk?** I really like how simple it is to integrate with other applications, such as PowerBI. **What do you dislike about Zoho Desk?** I don’t really like that I can’t configure projects and companies, or at least I haven’t seen any options for that. **What problems is Zoho Desk solving and how is that benefiting you?** Its helping so much with the support ticket management ### 24. Solid features but lacks in one area **Rating:** 3.5/5.0 stars **Reviewed by:** Jesse C. | Head of CS, Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2025 **What do you like best about Zoho Desk?** Interface is clean. Customizability options are above average in both usability and functionality for anything customer service related. Email forwarding for ticket creation is different, but comes with some strengths, such as not needing to worry about email integrations disconnecting. **What do you dislike about Zoho Desk?** The biggest downside for Zoho Desk is its primitive AI offering. There isn't much from what we've seen so far when it comes to agentic AI, something that is and will be more and more important as months go by. They seem to be quite behind in this area unless they plan on acquiring and implementing an existing tool soon. Implementation from a different helpdesk is a bit of a hassle, since it functions fundamentally different than other helpdesks. This could take some time to get used to. Can't' speak much about Support since we've been using the free trail so far, but it's been slightly challenging getting in front of the technical support team. **What problems is Zoho Desk solving and how is that benefiting you?** Cheapest alternative, especially for startup to midsize businesses. This is a very affordable option that includes all the needs you might need for a helpdesk (outside of AI). Their flexible pricing options also put less pressure on us when we have seasonal accounts that make it hard to forecast volume compared to tools like Gorgias. **Official Response from Theo Zoho Desk:** > Hello Jesse, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with the AI features and functionalities that you expect in the Zoho Desk, we'll look into the feasibility of brining those to our AI features. Also, we'll help you schedule a call with our technical support team to address your queries in the trial. Regards - Theo | Zoho Desk ### 25. Very good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Guillaume B. | Administrateur système, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Zoho Desk?** Very intuitive, with a good user interface. The tool integrates perfectly with our ecosystem. **What do you dislike about Zoho Desk?** For our use, there is no problem **What problems is Zoho Desk solving and how is that benefiting you?** It allows all support tickets from our applications to be raised for better tracking. **Official Response from Theo Zoho Desk:** > Hello Guillaume, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 26. Easy-to-Use UI with Loads of Powerful Features **Rating:** 5.0/5.0 stars **Reviewed by:** Ryno D. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2026 **What do you like best about Zoho Desk?** The ui is very easy to understand and the software is easy to use with loads of powerful features **What do you dislike about Zoho Desk?** We should be able to have the funtionality to let tickets auto close **What problems is Zoho Desk solving and how is that benefiting you?** Support issues are being handled much faster and organized **Official Response from Theo Zoho Desk:** > Hello Ryno, Thanks for sharing your feedback. We already have the automation rules to achieve the requirement of auto closure of tickets. Kindly drop an email to support@zohodesk.com, we'll help you with the required steps based on your use case. Regards - Theo | Zoho Desk ### 27. A comprehensive software for the entire company **Rating:** 5.0/5.0 stars **Reviewed by:** Anderson B. | Analaista de mesa de ayuda, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Zoho Desk?** I highlight the ease and agility for case creation, as well as the fact that everything is managed from a single software that can be used by the entire company. **What do you dislike about Zoho Desk?** The issue that data cannot be automated with other applications **What problems is Zoho Desk solving and how is that benefiting you?** The system solves the problem of managing emails that need to be forwarded to different people. Now, the entire process can be followed in real-time, allowing for the recording of changes made, measuring solution times, and maintaining complete traceability of each case. Additionally, the platform is more accessible and offers a centralized visualization of all the information. **Official Response from Theo Zoho Desk:** > Hello Anderson, Thanks for sharing your feedback. I believe that your requirement is to sync the data between external apps and Zoho Desk. Kindly drop an email to support@zohodesk.com with the requirement. Regards - Theo | Zoho Desk ### 28. Zoho Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Jesus P. | Tecnico en sistemas o admimistrador de sistemas, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Zoho Desk?** Zoho Desk is a quite comprehensive tool for ticket management and customer service. What I highlight the most is its intuitive interface and the ease of organizing requests by priority, channel, or status. The automation of tasks such as ticket assignment or sending automatic responses saves the team a lot of time. The ability to customize forms, the support portal, and business rules is also useful. Additionally, it integrates well with other applications in the Zoho ecosystem, which makes work easier if you already use other tools from the suite. Although it has a learning curve at the beginning and some more advanced functions may require technical configuration, overall it offers good value for money. It is a reliable solution for teams looking to improve their customer service without too much hassle. **What do you dislike about Zoho Desk?** The few customizations it allows for editing the portal **What problems is Zoho Desk solving and how is that benefiting you?** The incidents **Official Response from Theo Zoho Desk:** > Hello Jesus, Thanks for sharing your feedback. Kindly let us know the customization you are trying to achieve in your portal by sending an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 29. Great Pricing and Fair Chargebacks for Outages **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2026 **What do you like best about Zoho Desk?** Pricing and cost. Chargeback on outages. **What do you dislike about Zoho Desk?** 3rd party developers that significantly increase the cost. **What problems is Zoho Desk solving and how is that benefiting you?** Cost and pricing compared to Freshworks services **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Unfortunately, we couldn't get you exact context related to the third party developers. Kindly request you share more details by sending an email to support@zohodesk.com. We'll review them and provide assistance accordingly. Regards - Theo.| Zoho Desk ### 30. Intuitive Interface Makes Zoho Desk Perfect for Beginners **Rating:** 4.5/5.0 stars **Reviewed by:** Karjo T. | Implementation Consultation, Small-Business (50 or fewer emp.) **Reviewed Date:** January 01, 2026 **What do you like best about Zoho Desk?** The user interface is intuitive and easy to navigate. Beginners are able to learn how to use Zoho Desk quickly. **What do you dislike about Zoho Desk?** When a user wants to integrate Zoho Desk with CRM for either one-way or two-way data synchronization, it takes additional time to determine the appropriate integration or configuration setup. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk is an excellent tool for consolidating and organizing the escalated issues reported by clients. **Official Response from Theo Zoho Desk:** > Hello Karjo, Thanks for sharing your feedback. Kindly elaborate on the specific setup or configuration part that takes more time on the Zoho Desk and CRM integration. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 31. Effortless Email Ticketing That Just Works **Rating:** 5.0/5.0 stars **Reviewed by:** Myro Aaron V. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Zoho Desk?** The email ticket system is very good, I send emails to it myself to review and it simply works great. **What do you dislike about Zoho Desk?** I dont dislike anything, For me everything works great **What problems is Zoho Desk solving and how is that benefiting you?** Its solving overview. Zoho desk really gives me a nice look at all the contact happening within the company. Also the plugin where is shopws customer history is simply great **Official Response from Theo Zoho Desk:** > Hello Myro, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 32. Best Ticketing Tool for Indian Teams **Rating:** 5.0/5.0 stars **Reviewed by:** pankaj k. | System & Network Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2026 **What do you like best about Zoho Desk?** Best ticketing tool for the best Indian. **What do you dislike about Zoho Desk?** desk email ticketing solucation direct contact sales members **What problems is Zoho Desk solving and how is that benefiting you?** Zoho desk cost saveing **Official Response from Theo Zoho Desk:** > Hello Pankaj, Thanks for sharing your feedback. We couldn't get your exact context regarding the sales support. In case you would like to connect with a sales rep or schedule a call, please drop an email to sales@zohocorp.com. Regards - Theo | Zoho Desk ### 33. Good range of functions and many interfaces **Rating:** 5.0/5.0 stars **Reviewed by:** Arkadius P. | Leitung IT-Dienstleistung, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Zoho Desk?** Zohodesk can be wonderfully integrated into existing structures, e.g., telephony, mail routing, and ERP. We use Zohodesk with several companies every day, divided among multiple clients. Support is mainly provided via Zohodesk through email, but also by phone. Zohodesk is very easy to set up and requires little to no technical knowledge. The interface of Zohodesk is tidy, and it is very easy to navigate. The administration can also be well presented in the backend. Support is provided through multiple communication channels. Whether by phone, chat, or email, you can always reach support quickly and receive comprehensive assistance. **What do you dislike about Zoho Desk?** One can indeed manage in Zohodesk without English knowledge. However, when it comes to support, one hits a limit. The communication is either in English or one converses using Google Translate. **What problems is Zoho Desk solving and how is that benefiting you?** Problems in 1st and 2nd level with customers. Also problems with our e-commerce applications in order processing or technical support through our Apple technology hotline. **Official Response from Theo Zoho Desk:** > Hello Arkadius, Thank you for your feedback. Please let us know in which language you need assistance. We will check the resources and assist you in the desired languages if possible. Feel free to send us an email with further details at support@zohodesk.com. Best regards – Theo | Zoho Desk ### 34. Very complete and useful tool for everyday use **Rating:** 4.0/5.0 stars **Reviewed by:** Vitalii K. | IT Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 05, 2026 **What do you like best about Zoho Desk?** It is a very comprehensive tool with many features, which makes it quite useful in daily life. **What do you dislike about Zoho Desk?** Something complex to set up at first **What problems is Zoho Desk solving and how is that benefiting you?** Time for administration and ticket management **Official Response from Theo Zoho Desk:** > Hello Vitali, Thanks for sharing your feedback. You can drop an email to support@zohodesk.com with your requirement, we'll help you setup the Zoho Desk portal. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 35. The best option is Zoho Desk. **Rating:** 4.5/5.0 stars **Reviewed by:** Abner Hiram F. | Encargado de TI, Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2025 **What do you like best about Zoho Desk?** What we liked most about the product is the extensive customization it offers. This makes it easier for us to address and understand our customers' difficulties, allowing us to provide them with the appropriate support more efficiently. **What do you dislike about Zoho Desk?** It is a quite comprehensive system, but due to the large number of options, it can sometimes be difficult to find exactly what you are looking for. **What problems is Zoho Desk solving and how is that benefiting you?** We currently address help desk issues for our colleagues, providing more efficient, smooth support and better management. **Official Response from Theo Zoho Desk:** > Hello Abner, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 36. Easy to Use, Great Support, and Inexpensive **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 15, 2026 **What do you like best about Zoho Desk?** easy to use, good support, inexpensive, simple **What do you dislike about Zoho Desk?** I do not have any downsides to report it is ok **What problems is Zoho Desk solving and how is that benefiting you?** help desk **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 37. The easy-to-use tool **Rating:** 5.0/5.0 stars **Reviewed by:** Edwin O. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2019 **What do you like best about Zoho Desk?** This tool has convinced me with its easy-to-use interface and the ability to configure alerts, agents, and metrics that are necessary for our business. **What do you dislike about Zoho Desk?** I can't have control over email spam. **What problems is Zoho Desk solving and how is that benefiting you?** more control over our agents and a very useful mobile app **Official Response from Theo Zoho Desk:** > Hello Edwin, Thanks for sharing your feedback. We have a spam detection configuration settings within the system. If you would like to have more advanced configuration any customized spam setup, feel free to reach us via support@zohodesk.com and share the requirement. We'll check and assist further. Regards - Theo | Zoho Desk ### 38. A flexible, cost-effective ticketing solution with powerful automation and room to grow **Rating:** 4.0/5.0 stars **Reviewed by:** Manuel F. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 17, 2025 **What do you like best about Zoho Desk?** Zoho Desk has proven to be a robust and flexible help desk platform that fits well within our organization's operational and financial structure. The system is intuitive, easy to set up, and offers a great balance between features and affordability. We particularly value its ability to automate workflows, categorize and prioritize tickets, and generate meaningful reports that help us monitor team performance and service levels. The modular nature of Zoho's ecosystem allows us to scale only when needed, avoiding the overhead and complexity of larger platforms like Salesforce. Integration with email and WhatsApp Business is straightforward, and the ability to define custom roles, statuses, and SLAs makes the tool adaptable to our specific workflows. Although there is a learning curve in configuring some advanced automations, the documentation and support have been sufficient. Overall, Zoho Desk is an excellent choice for organizations looking for a powerful, scalable, and cost-effective ticketing solution. **What do you dislike about Zoho Desk?** Some advanced configurations, like automation and custom workflows, can be difficult to set up without prior experience. Additionally, certain reports and integrations require extra tools like Zoho Analytics or Zoho Flow to reach their full potential. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us centralize all customer support requests from email and WhatsApp, making it easier to track, assign, and respond to tickets efficiently. It provides visibility into agent performance and response times, helping us improve service quality and accountability. Automations have reduced manual follow-ups and ensured no request is overlooked. **Official Response from Theo Zoho Desk:** > Hello Manuel, Thanks for sharing your feedback. We would suggest checking our KB articles and tutorial videos to learn the automation features or you can reach us at support@zohodesk.com with the requirement. Also, the advanced analytics and custom integration requires the services which cannot be inbuilt and we are trying to enhance by trying to bring some of the integration features as native. Regards - Theo | Zoho Desk ### 39. Easy Ticket Access, but API Documentation Needs Updating **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about Zoho Desk?** Desk portal for accessing tickets was easier **What do you dislike about Zoho Desk?** Documentation was not updated properly specifically the API params which needs to be consumed. **What problems is Zoho Desk solving and how is that benefiting you?** NA **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We understand your concern on the API documentation, especially around the API parameters was not updated or clear enough. Kindly share the specific API, documentation link, and the parameters that seemed missing, outdated, or unclear? We’ll review the details, validate the current documentation, and share this feedback with our team to get it corrected or improved where required. Regards - Theo | Zoho Desk ### 40. Saves Time and provide good insigth **Rating:** 5.0/5.0 stars **Reviewed by:** krishna t. | Cluster Accountant, Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2025 **What do you like best about Zoho Desk?** it provides good reporting & Insights. Dashboards are customizable and it make KPI tracking very easy.it also havning good self serving option and and custimizable interface . **What do you dislike about Zoho Desk?** Not Always but Sometimes work getting slowed dont know due to data issue or system issue. **What problems is Zoho Desk solving and how is that benefiting you?** It centralises all incoming tickets from multiple channels into one so its esasy to track history of all intraction at once. its strong self service portals helps to save our time from repeated or same asked questions. **Official Response from Theo Zoho Desk:** > Hello Krishna, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com. We'll check the issue with the slowness. Regards - Theo | Zoho Desk ### 41. Excellent App for Timely Client Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Arpit S. | Customer Success Associate, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Zoho Desk?** As It is a very helpful app for client communication as client can share their concern and we can reply it within the time period. **What do you dislike about Zoho Desk?** As sometimes it don't show mail popup when client gives reply. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk is making our daily client communication easier as it is very user friendly and we can interact with the client any time. **Official Response from Theo Zoho Desk:** > Hello Arpit, Thanks for sharing your feedback. Kindly share more details about the issue by sending an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 42. Simple, Intuitive, and Easy to Navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2026 **What do you like best about Zoho Desk?** What I like best about Zoho Desk is how simple and intuitive the product is to use. It makes managing tickets, automating workflows, and tracking customer issues easy and efficient in one organized dashboard. **What do you dislike about Zoho Desk?** One thing I dislike about Zoho Desk is that some features can be a little hard to find at first. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk keeps all customer messages in one place and makes it easy to track tickets. This helps me stay organized and respond to customers faster. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We are planning to setup an inbuilt setup wizard for the initial guidance and configuration, which will help you to learn about the features. If you need any further assistance, feel free to reach us at support@zohodesk.com. Regards - Theo | Zoho Desk ### 43. Fantastic Ticket Management System **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel W. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2025 **What do you like best about Zoho Desk?** Fantastic product for the price - The ticketing system is as good as some of the more expensive options. Setup is straight forward, I was able to get up and running in no time at all **What do you dislike about Zoho Desk?** The integration with Entra ID can be a little fiddly as you need to go through organisations and it doesnt auto detect that you are connecting in with an SSO enabled identity when you have both a password a federated ID **What problems is Zoho Desk solving and how is that benefiting you?** Creating a helpdesk and knowledgebase for us to service our customers **Official Response from Theo Zoho Desk:** > Hello Daniel, Thanks for sharing your feedback. We shall check the integration case in detail, kindly drop an email to support@zohodesk.com with the details. Regards - Theo | Zoho Desk ### 44. Zoho Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Arcel G. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Zoho Desk?** Zoho Desk’s intuitive interface and customizable workflows make it easy to manage and track customer support tickets. I like how seamlessly it integrates with other Zoho apps and third-party tools, which helps centralize communication. The automation features, like ticket assignment and SLA tracking, save time and improve team efficiency. **What do you dislike about Zoho Desk?** Some advanced customization options can feel a bit limited without additional setup or third-party tools. The reporting dashboard, while useful, could be more flexible and user-friendly. Occasionally, the interface feels slightly sluggish when handling a large volume of tickets. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us centralize all customer inquiries into one platform, making it easier to track, assign, and resolve tickets quickly. The automation of repetitive tasks like ticket routing and SLA reminders saves time, while the knowledge base and reporting features improve both customer satisfaction and team performance. **Official Response from Theo Zoho Desk:** > Hello Arcel, Thanks for sharing your feedback. Kindly let us know which specific customization you are trying to configure requires external services, you can drop an email to support@zohodesk.com and share the difficulties in the current reports and dashboards in detail. Regarding the UI, can you please confirm whether the page lags when the volume is higher or referring to any other scenario. Regards - Theo | Zoho Desk ### 45. Flexible and Feature-Rich Help Desk Software **Rating:** 4.5/5.0 stars **Reviewed by:** Sergei M. | Support Administrator, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Zoho Desk?** We’ve been testing Zoho Desk for our service-based business and have found it to be a strong contender in the help desk software space. The interface is intuitive, and ticket management is well-structured. One of the standout features is the ability to customize workflows and automation rules, which helps streamline our operations. The integration with other Zoho products and external tools like Slack or email is a big plus. We especially appreciated the multi-channel support capabilities — being able to manage emails, web forms, and chats in one place really simplifies communication. Overall, Zoho Desk is a very solid platform with powerful features, especially for growing teams. We’re considering it seriously for our long-term solution and appreciate the trial extension to continue exploring all it has to offer. **What do you dislike about Zoho Desk?** There’s a bit of a learning curve when setting up more complex automations or customizing layouts. Some UI elements could also be a bit more modern or responsive. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us organize and track customer requests from multiple channels in one place. It’s reduced response time, improved accountability, and automated routine tasks, making our support more efficient and consistent. **Official Response from Theo Zoho Desk:** > Hello Sergei, Thanks for sharing your feedback. We are planning to include a setup wizard within the UI to address the initial learning curve and please share more details about the UI by dropping an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 46. Best ticketing system **Rating:** 4.5/5.0 stars **Reviewed by:** Khaled A. | Customer success manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Zoho Desk?** Zoho Desk has completely transformed our customer support process! The intuitive interface makes it easy for our team to stay organized and respond to tickets efficiently. The automation features save us so much time, and we love how easily it integrates with our other tools. Our response times have improved, and customer satisfaction is at an all-time high. The reporting and analytics also give us valuable insights into our team's performance. Highly recommended for any business looking to level up their support! **What do you dislike about Zoho Desk?** The mobile app could be a bit more responsive at times. Occasionally, some advanced settings can be tricky to find without searching the help docs. Initial setup took a bit longer than expected, but the support team was very helpful. **What problems is Zoho Desk solving and how is that benefiting you?** Centralized Ticket Management: Before Zoho Desk, tracking customer queries across different channels was chaotic and often led to missed or delayed responses. With Zoho Desk, all our support tickets are organized in one place, making it much easier to stay on top of every request. Improved Response Times: The automation tools and workflows help us assign tickets to the right agents instantly, so customers get quicker responses and resolutions. Better Collaboration: Zoho Desk makes it easy for team members to collaborate on complex tickets, ensuring that nothing falls through the cracks and issues are resolved efficiently. Increased Transparency: The analytics and reporting features give us valuable insights into team performance and customer satisfaction, which helps us identify areas for improvement. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We are planning to include a setup wizard within the UI to address such learning curve. Can you share more details about the issue faced in the mobile app by sending an email to support@zohodesk.com? We'll check and assist you further. Regards - Theo | Zoho Desk ### 47. Helps Meet Our Company’s Needs and Lightens the Workload **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** May 24, 2026 **What do you like best about Zoho Desk?** its helpful for my companies needs and it does help out with our workload **What do you dislike about Zoho Desk?** there are some bugs that need to be fixed **What problems is Zoho Desk solving and how is that benefiting you?** answering support emails from my customers **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with the issue/bug details. We'll check and assist you further. Regards - Theo | Zoho Desk ### 48. Agile Management and Excellent Integration with Other Tools **Rating:** 5.0/5.0 stars **Reviewed by:** Juan Pablo G. | Implementación de software, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2025 **What do you like best about Zoho Desk?** The agility it provides me to manage the reports of my end users, in addition to the integration with other tools. **What do you dislike about Zoho Desk?** That I have to create user by user so they can raise a ticket. I would like to have an open link where any user can reference a ticket. **What problems is Zoho Desk solving and how is that benefiting you?** Being able to have traceability with my end users and the post-sale reports presented to them. This helps us provide better customer service and agile resolutions to their requirements. **Official Response from Theo Zoho Desk:** > Hello Juan, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 49. Streamlines our helpdesk workflow **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Zoho Desk?** It’s a very extensive product that helps us run multiple areas of our business. **What do you dislike about Zoho Desk?** Integration with add on modules within the app **What problems is Zoho Desk solving and how is that benefiting you?** Mainly for our call out technicians **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with the integration requirement in detail. Regards - Theo | Zoho Desk ### 50. Clear, Easy-to-Use Ticketing UI, but Setup and Login Take Time **Rating:** 3.5/5.0 stars **Reviewed by:** Akshitha R. | AI engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2026 **What do you like best about Zoho Desk?** Easy-to-use format and a clear UI that makes it simple to interact with the ticketing system and the team. **What do you dislike about Zoho Desk?** setting up time to start or login into zoho app **What problems is Zoho Desk solving and how is that benefiting you?** automatically routing tickets **Official Response from Theo Zoho Desk:** > Hello Akshitha, Thanks for sharing your feedback. Could you please clarify whether you are referring to the time taken to initially set up Zoho Desk, or the time taken to log in and start using the Zoho app? If you are facing delays while logging in or loading the app, please share the app name, device/browser details, and the approximate time it takes to load. This will help us understand whether the concern is related to setup effort, login performance, or app loading behavior. You can drop an email to support@zohodesk.com. 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[Zoho Cliq](https://www.g2.com/products/zoho-cliq/reviews) - [Zoho Creator](https://www.g2.com/products/zoho-creator/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Directory](https://www.g2.com/products/zoho-directory/reviews) - [Zoho Flow](https://www.g2.com/products/zoho-flow/reviews) - [Zoho Forms](https://www.g2.com/products/zoho-forms/reviews) - [Zoho FSM](https://www.g2.com/products/zoho-fsm/reviews) - [Zoho Inventory](https://www.g2.com/products/zoho-inventory/reviews) - [Zoho Invoice](https://www.g2.com/products/zoho-invoice/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) - [Zoho People](https://www.g2.com/products/zoho-people/reviews) - [Zoho Projects](https://www.g2.com/products/zoho-projects/reviews) - [Zoho SalesIQ](https://www.g2.com/products/zoho-salesiq/reviews) - [Zoho Social](https://www.g2.com/products/zoho-social/reviews) - [Zoho Sprints](https://www.g2.com/products/zoho-sprints/reviews) - [Zoho Survey](https://www.g2.com/products/zoho-survey/reviews) - [Zoho Voice](https://www.g2.com/products/zoho-voice/reviews) - [Zoho WorkDrive](https://www.g2.com/products/zoho-workdrive/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## Zoho Desk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Google Workspace for Sales** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Zoho Desk Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,969 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,443 reviews)