# Page 10 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 10 - Is Zoho Desk the right Complaint Management solution for you? Explore 2211 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/169505/Zoho-Desk/reviews

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Zoho Desk

4.5 (2211)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 15th, 2026

# Page 10 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 226-250 of 2211 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Himanshu R.  
Operations Manager  
Logistics and Supply Chain  
Used the software for: Less than 6 months

### "Best CRM for your business!!"

December 10, 2023

5.0

A very reliable and trustworthy dashboard and with cloud support, we can access it from anywhere.

Pros

Zoho Desk has an easy to use interface. It incorporates so many new functionalities on the dashboard.

Cons

Some of the icons difficult to understand. More work needs to be done on it.

Reason for choosing Zoho Desk

Better price point. They offer many other software’s as well such as Zoho Books as well. I use it and it is as good as Quickbook software.

Review Source

Amadikwa J.  
Freelancer  
Computer Software  
Used the software for: 2+ years

### "Best Collaboration software"

May 18, 2021

5.0

It's user experience is top notch and the collaboration feature is the lasting solution to team play, I enjoyed every bit of the software.

Pros

The Zoho Desk play a vital role in collaborating staffs together. It's collaborating feature is second to none because it is easy to use and implement. Before now, we were finding it difficult on how to handle team collaboration for our customers before stubble on Zoho Desk software. I tell you, since the implementation of the software, the team have been handling their tasks with ease.

Cons

Some of the new featured default themes are really funky, but it's a little issue to handle. And that won't make me have a second thought before introducing Zoho desk to my friends .

Review Source

NT

Neha T.  
Tax Consultant  
Management Consulting  
Used the software for: 2+ years

### "Excellent CRM software with clean interface"

June 19, 2018

4.0

Pros

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Cons

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails. It does not allow to place field to attach files in the advanced web form. It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Review Source

nB

nohely B.  
Costumer service  
Animation  
Used the software for: 2+ years

### "Amazing tools"

January 5, 2023

4.0

I can handle and access the tool on any of my computers and it makes it not a risky or tedious job to leave all the valuable information about our company in their hands. We fully trust the tool

Pros

how easy it is to manage invoices, enter the customer database and have detailed information on hand for each consumer of our products

Cons

It may be a little difficult to handle at first, it has many tools, each one more valuable than the other, but it could be a little easier for beginners.

Review Source

GB

Goma B.  
Instructor  
Non-Profit Organization Management  
Used the software for: 6-12 months

### "User Friendly Help Desk Software with Excellent Customer Support"

April 30, 2023

5.0

Pros

One of the biggest pros of using Zoho Desk is its ease of use. The software is straightforward and intuitive. They have an excellent customer support, which is crucial when dealing with technical issues. Another pro of using Zoho Desk is its customization options. The software allows me to customize various aspects, such as ticket fields, layouts, and workflows, to match my business requirements.

Cons

While the software offers excellent value for its price, the costs can add up, especially for small businesses. Another suggestion for Zoho Desk is to provide more comprehensive reporting options. The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance.

Review Source

AP

Antonio P.  
IT Consultant  
Computer Hardware  
Used the software for: 2+ years

### "Es una herramienta indispensable"

February 28, 2023

5.0

Es un herramienta indispensable para llevar el control de las operaciones con los clientes

Pros

Permite llevar el control de los requerimientos de los clientes y de las tareas para no perder la linea de tiempo

Cons

pocas cosas en realidad, siento que no le he sacado el maximo provecho

Reason for choosing Zoho Desk

Lo prové y me encantó

Review Source

MR

Manish R.  
Project Manager InfoSec  
Machinery  
Used the software for: 2+ years

### "Zoho Desk"

January 12, 2023

5.0

excellent

Pros

remote connectivity, ticketing, learning content, knowledge base articles, logs etc.

Cons

logs and some times the tickets are not raised properly

Reason for choosing Zoho Desk

user friendly console and easy to use technology of ticketing

Switched from

[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)

ease of use and user friendly

Review Source

PA

Palash A.  
Customer Success Head  
Computer Software  
Used the software for: 2+ years

### "Very user-friendly support desk"

March 22, 2022

5.0

Overall its a very good software in terms of usability. Happy with this.

Pros

User friendly Easy to setup Handles almost all requirements Knowledge base functionality is also good Good Automation

Cons

\- Searchability of tickets is an issue. Search with ticket number and many other parameters does not work properly - Zoho changes it pricing/ features in certain tier to make us shift in pricing tiers. The features once subscribed should not be changed for old users. - Once started, switching this software is not possible because of so many support articles added in knowledge base

Review Source

james B.  
Quality Assurance  
Information Technology and Services  
Used the software for: 1-2 years

### "Zoho Desk review "

May 30, 2023

5.0

Zoho Desk is very Easy to use, the interface is designed to be user-friendly, making it simple for both agents and administrators to manage support operations efficiently.

Pros

The ticketing management, Multi-channel support, automation and workflow, and knowledge base.

Cons

Reporting, customization, integrations and analytics

Review Source

BA

Brandi A.  
Owner  
Cosmetics  
Used the software for: I used a free trial

### "Zoho Desk Write a Review for Zoho Desk"

July 18, 2023

4.0

My overall experience with Zoho Desk has been great.

Pros

The features that I used and liked the most are the remote access and call center telephony. The work well and are reliable.

Cons

I don't think there is anything that I don't like about Zoho Desk. It works well and is easy to navigate and use.

Switched from

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

My work situation changed.

Review Source

PK

Priyanka K.  
Associate Category Manager  
E-Learning  
Used the software for: 1-2 years

### "Best software for Customer issue resolution"

April 8, 2023

5.0

Pros

It has features like filter, mark them open, hold or closed, it gives notification to the other party as well when it is closed or someone has replied.

Cons

I didn't find something like that as it has the relevant features.

Review Source

LJ

Luis J.  
CEO  
Computer Software  
Used the software for: 2+ years

### "Easy to use"

March 28, 2019

5.0

Pros

It's really easy to use and with a great price.

Cons

Not that much. I am really happy. I have used it with 40 guys on my team and it really went well.

Review Source

Sabrina Y.  
College Business Administrator  
Higher Education  
Used the software for: 1-2 years

### "Zoho... Wonderful Product for Streamlining"

September 27, 2022

5.0

Overall an awesome product! If you are looking for efficiency in your operations. Zoho is it! Also, the pricing is quite reasonable.

Pros

This system has helped my business office in developing a centralized operation model that has been extremely successful in a complex matrix organization. We utilized this program as a ticketing system and it is such a wonderful product and also interfaces seamlessly with other products.

Cons

There are a few glitches with the products but I also believe that is sometimes an issues with the user. I think it would be helpful to provided training interfaces within the product.

Review Source

JB

Joel B.  
IT Specialist  
Real Estate  
Used the software for: 1-2 years

### "Basic but functional"

November 14, 2018

4.0

Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Pros

Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Cons

Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk. Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it. Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Review Source

VR

Verified Reviewer  
Managing Partner  
  
Used the software for: 2+ years

### "We are using Zoho Desk to support our customers since last 3 years. It is a great software. "

July 21, 2018

4.0

Pros

Easy to Use. Free edition has all the basic required features to keep it running for unlimited period of time. Free edition supports unlimited agents. Intergrates with CRM. It has feature to create multiple departments for support , so this software can be used to give support by mulitple departments. Multiple channels to interact with customers. I recommend this software to be used by any SME organization, who are looking for a software to support their customers. Zoho Support Team can be help in setting it up quickly.

Cons

Interface should be improved to quicly add all information. Ready to Use reports should be added more.

Review Source

JG

Johnny G.  
Principal consult  
Telecommunications  
Used the software for: 2+ years

### "Zoho Service desk "

November 16, 2020

4.0

Overall, it is a good starter product and is helpful but a lot of tweaking is needed and the product offering is geared to pull you towards needing the Pro package. One day I may choose that but wish I could have a vanity URL for email now with a one time fee.

Pros

I like the options that are available. The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package. Support is normally pretty good.

Cons

Complicated to setup and training is required.

Alternatives considered

[WHMCS](https://www.capterra.com/p/130157/WHMCS/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

Reason for choosing Zoho Desk

Seemed to have better support and product dev that the others. Features seemed more matured.

Review Source

AL

Angie L.  
Ing Software  
Information Technology and Services  
Used the software for: 1-2 years

### "Zoho Desk es de gran ayuda."

July 21, 2023

4.0

Pros

Me encanto que tiene un sistema de tickets muy amplio y completo.

Cons

no me quejo estoy contenta con este aplicativo.

Review Source

MK

Murat K.  
CEO  
Medical Devices  
Used the software for: 1-2 years

### "Highly recommended "

February 8, 2024

4.0

It is useful. Serves it purpose welll. Great suppport from Zoho.

Pros

Full featured support and ticketing system for excellent price.

Cons

Like many Zoho products, they are stand alone and integration between Other ZOHo products and Desk is not ideal.

Review Source

TA

Tarek A.  
Customer Service Specialist  
Outsourcing/Offshoring  
Used the software for: 2+ years

### "Communicating with Customers is now easier"

March 6, 2023

4.0

Great result for the business, especially when we seek customer satisfaction.

Pros

It's one place for everything for the satisfaction of the customer as I can solve the issue and track the result of the complaint.

Cons

It needs canned responses to make engaging faster and easier.

Review Source

sK

sanu K.  
Scientists  
Education Management  
Used the software for: 2+ years

### "it is customer support and help desk software."

February 14, 2023

5.0

Zoho Desk is a comprehensive customer support and help desk solution that offers a range of features to help businesses manage and respond to customer support tickets. Its multichannel support, automation, collaboration, analytics, and customization tools make it a great option for businesses of all sizes looking to improve their customer support operations.

Pros

Zoho Desk allows businesses to manage customer support tickets from multiple channels, including email, social media, and chat. This helps businesses to provide a consistent customer support experience across channels.Analytics: Zoho Desk provides analytics and reporting tools that help businesses to measure and improve their customer support performance. Businesses can track metrics like response time, ticket volume, and customer satisfaction.

Cons

Limited functionality: While Zoho Desk is a great tool for managing customer support tickets, it may not have all the functionality that some businesses need. For example, it doesn't offer advanced features like social media integration, chatbots, or AI-powered automation.Customer support: While Zoho Desk is a customer support tool, its own customer support may not be up to par for some users. Some customers have reported slow response times or unhelpful support agents.

Review Source

LJ

Leonard J.  
Technical Support  
Accounting  
Used the software for: 2+ years

### "Easy to use, but not enough features"

July 3, 2018

5.0

Pros

Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Cons

There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.

Review Source

TA

Taha A.  
Debt collector  
Accounting  
Used the software for: 1-2 years

### "It is a very useful tool for organizing customer incident reports. enables effective ticket organiza"

February 5, 2023

4.0

It is good and easy to use

Pros

It was very simple to manage and it was tailored to our company's needs. Through the use of this software, we are able to reach our clients in an easy, personalized, fun, and dynamic way. It also allows us to plan and change the actions to be taken over time. It's one of the most comprehensive ones I'm aware of, although in the more expensive version, which is still the most affordable one on the market with on-screen keyboard, voice chat

Cons

The integration of our systems cost us a little, but it was resolved with zoho support. Due to its extensive functionality, I'll need a Partner Zoho to implement it; therefore, it's worthwhile to get in touch with a Premium Partner to avoid wasting time on implementation.

Review Source

EG

Edward G.  
Director  
Medical Practice  
Used the software for: 6-12 months

### "Developing a help desk with enterprise characteristics"

February 22, 2022

5.0

Zoho Desk is a good approach to manage external customer support inquiries as well as a general helpdesk for employee support. Internally, the ability to distribute activities and rapidly detect and escalate any issues that are taking longer than usual to fix aids in providing good service and meeting SLAs with customers. There are numerous helpdesk solutions available today, but few can match Zoho Desk's capability at this pricing point.

Pros

It's quite simple to set up and configure. You create a profile for your company and then submit your clients and contacts. You define permissions for your teams and our groups, as well as the products that are supported. Once configured, you can quickly track requests received via email and phone, as well as activity on social media sites like Twitter and Facebook.

Cons

Some features are difficult to configure, and the graphical interface isn't particularly appealing. The FAQ section is difficult to locate.

Review Source

Eluh Paul Albert Lionel T.  
Chargé du Multimedia  
Fine Art  
Used the software for: I used a free trial

### "Zoho Desk is the best"

June 15, 2023

4.0

Pros

Base de connaissances : Il offre la possibilité de créer une base de connaissances pour fournir aux clients des réponses aux questions fréquentes et des guides d'autosuffisance. Cela réduit la charge du service d'assistance en permettant aux clients de trouver des réponses par eux-mêmes.

Cons

Coûts supplémentaires pour certaines fonctionnalités : Bien que Zoho Desk propose différents plans d'abonnement, certaines fonctionnalités avancées peuvent être disponibles uniquement dans des plans plus coûteux. Par exemple, l'intégration avec d'autres produits Zoho ou des fonctionnalités de reporting avancées peuvent nécessiter une mise à niveau vers un plan supérieur.

Review Source

TD

Tammy D.  
Business Owner-Designer  
Design  
Used the software for: 6-12 months

### "Navigating Excellence: My Zoho Desk Experience"

January 7, 2024

5.0

It was a great experience. They have so much to offer and so many things to navigate and use.

Pros

I like Zoho Desk for its user-friendly interface, and seamless integration with other Zoho applications,

Cons

I don't have any cons about Zoho desk. I am completely satisfied.

Review Source

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