Zoho Desk has been one of the easiest support platforms I've worked with for a growing business. Setting up multiple departments for different products was straightforward, and I was able to create dedicated support emails, customer portals, and automated ticket routing without needing a developer. The mobile app has been especially helpful because I receive instant ticket notifications even when email notifications aren't perfect. I also like the customization options, ticket history, knowledge base features, and how well it integrates with the rest of the Zoho ecosystem. For GhostNet Technologies, it has given us a professional customer support system that can scale as our business grows. Review collected by and hosted on G2.com.

Overall, Zoho Desk has been a great platform, but there are a few areas that could be improved. Setting up email notifications and outbound email authentication can be more complicated than expected, especially for smaller businesses configuring custom domains. The documentation is good, but I still had to spend time troubleshooting to get everything working correctly. I'd also like to see a more streamlined initial setup wizard and clearer guidance for DNS records, SPF, DKIM, and email routing. While the mobile app delivers notifications reliably, improving consistency between email and mobile notifications would make the experience even better. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is how much functionality it offers at a competitive price. It combines powerful ticket management, automation, AI features, omnichannel support, SLAs, knowledge base, and detailed reporting in a single platform. The interface is intuitive, it's highly customizable, and it integrates seamlessly with other Zoho applications as well as many third-party tools, making it an excellent solution for businesses of all sizes. Review collected by and hosted on G2.com.

Some advanced features have a learning curve and require time to configure properly. The user interface could be more modern in a few areas, and certain customizations or integrations may require technical knowledge. However, once configured, the platform is very flexible and reliable. Review collected by and hosted on G2.com.

One of the newer things I like about Zoho Desk is the continuous improvement of its automation and AI-assisted features. The platform keeps adding tools that help agents work more efficiently, reduce manual tasks, and respond to customers faster. I also appreciate the clean interface and the way customer interactions from multiple channels can be managed in one place. These enhancements make it easier to maintain productivity while providing a better support experience for customers. Review collected by and hosted on G2.com.

Zoho Desk could improve by making advanced customization and automation features easier to set up for new users. More guided tutorials, templates, and step-by-step configuration options would help reduce the learning curve. It would also be beneficial to make some integrations and advanced analytics available in lower-tier plans, allowing smaller teams and businesses to access more powerful tools without requiring a significant upgrade. Additionally, improving the speed and simplicity of workflow configuration could enhance the overall user experience. Review collected by and hosted on G2.com.

I find the knowledge base to be one of the most robust and user friendly systems out there. The integration options are phenomenal in particular being able to connect to Teams and Office 365.

The pricing plans are extremely reasonable and include all the items you need for the type of business you run. Setting up your instance is quick and easy to do and if you do have any issues, they have support there to get you on your way. Review collected by and hosted on G2.com.

I feel that there could be more features included in the Standard version. Having to upgrade to a different plan for a couple of features that I was hoping to have is a setback, but not a deal breaker. Review collected by and hosted on G2.com.

Zoho Desk stands out for its ease of use, automation features, omnichannel ticket management, and seamless integrations. It has helped us streamline customer support, improve response times, and deliver a better customer experience while scaling our operations efficiently. Review collected by and hosted on G2.com.

The initial setup and advanced automation can take some time to learn, and the reporting module could be more flexible. Other than that, Zoho Desk has been a reliable and effective support platform for our team. Review collected by and hosted on G2.com.

What I like most are the ticket management and automation features. They help us keep all customer queries in one place, and they make it simple to track each request and follow up without missing anything. The integration with other Zoho apps is also very useful for our team. Review collected by and hosted on G2.com.

Some of the settings are a little difficult to find, and the initial setup can be confusing. It takes some time to fully understand all the features. Overall, I feel the setup process could be made simpler and more straightforward. Review collected by and hosted on G2.com.

Centralized ticket management is what I like most about Zoho Desk. The automation features minimize human labour, the customizable workflows enhance support team effectiveness, and the reporting dashboards offer insights on how the teams are performing. It is also integrated easily with other business apps that make it a fully-fledged customer support solution Review collected by and hosted on G2.com.

The interface itself can be slightly intimidating for newcomers, and some configurations or automation settings require a bit of learning. Review collected by and hosted on G2.com.

Zoho Desk has been a game-changer for managing client support at our web development and Google Ads agency. The ticket automation rules save us hours every week — emails automatically convert to tickets and get assigned to the right department. The integration with Zoho CRM is seamless, so our support and sales data stay in sync. Multi-department setup, canned responses, and the mobile app make it easy to handle client queries on the go. The AI-powered response suggestions are an unexpected bonus that speeds up our reply time significantly. Review collected by and hosted on G2.com.

The initial setup and configuration can be a bit overwhelming for new users, as there are too many options and menus to navigate through. The onboarding process could be more guided and intuitive. Also, some advanced reporting features are locked behind higher-tier plans, which can be limiting for small agencies. The mobile app, while functional, could use some UI improvements for a smoother experience. Review collected by and hosted on G2.com.

Zoho Desk is a user-friendly and cost-effective service desk solution that offers an intuitive interface, strong integration capabilities, reliable performance, and excellent value for money. The platform is easy to deploy and manage, supported by comprehensive onboarding resources and responsive support. Its AI-powered features help improve productivity through automation, ticket management, and intelligent recommendations, making it a practical and scalable solution for organizations seeking an efficient support platform. Review collected by and hosted on G2.com.

One area for improvement is the relatively short trial period, which may not provide sufficient time for organizations to fully evaluate the platform's capabilities before making a purchasing decision. Additionally, the inability to change the primary email address after the trial period has ended can create administrative challenges, particularly when transitioning from an individual user's account to a shared or departmental email address. Providing greater flexibility in account management and extending the evaluation period would further enhance the overall user experience. Review collected by and hosted on G2.com.

What I find most useful about Zoho Desk is how easy it is to set up. I was able to get everything ready to use and start working with it in a short amount of time. Review collected by and hosted on G2.com.

Mobile App Limitations: Some users feel the mobile app isn’t as robust as the desktop version. They report occasional sync issues and note that certain features or functions can be limited, which may make it harder for support agents who need reliable on-the-go access. Review collected by and hosted on G2.com.