# Page 11 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 11 - 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 11 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 251-275 of 2211 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Chandan M.  
Marketing consultant  
Marketing and Advertising  
Used the software for: 1-2 years

### "Amazing customer service help desk, suggested for startups"

December 20, 2022

5.0

It was great so far. I have used a single user profile only, although you can add more agents from your team. This is very useful tool for small businesses, SAAS businesses and startups.

Pros

Ease of use, accessibility and the top-notch Zoho support.

Cons

Limited features in free account, although the use cases are pretty decent with Zoho Desk.

Review Source

Pascal A.  
Gestion de clientèle  
Accounting  
Used the software for: 1-2 years

### "Outils de service client "

October 9, 2023

5.0

Pros

L'efficacité des gestionnaires et l'intégration avec le produit a été facile

Cons

La difficulté d'utilisation des notifications et la proposition des plans d'abonnement

Review Source

VR

Verified Reviewer  
Computer Engineer  
Computer Software  
Used the software for: 1-2 years

### "Comprehensive Features"

May 25, 2023

3.0

Pros

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

Cons

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

Alternatives considered

[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/)

Review Source

JL

Jay L.  
Customer Success Manager  
Computer Software  
Used the software for: 2+ years

### "Full featured Customer Support Software"

December 21, 2022

4.0

Overall good value for the money. Like how it integrates with other zoho products. Easy to administer, lots of great features.

Pros

Zoho Desk is a whole lot more than a ticketing system, it's a community, a knowledge base, feedback tool. Lots of great features.

Cons

Their interface seems to always be in the middle of a change, and there are frequent glitches that happen. Search needs to be improved as does speed and reliability.

Review Source

VR

Verified Reviewer  
CEO  
Computer Software  
Used the software for: 2+ years

### "Good but support..."

April 2, 2019

4.0

Pros

I like that it is very well integrated into Zoho environment. So sometimes it can be useful to connect Zoho Forms, Zoho Projects and Zoho Desk together. I like that you can customize a complete FAQ, receive tickets, answer them with automated messages and assign agents to tickets. Integrating your mail and so answering to your clients directly on Zoho Desk save you time, I guarantee it !

Cons

Zoho Desk (and all Zoho tools) has 2 big problems : 1/ Support doesn't know what they say to you (2 employees can say totally the opposite) 2/ Zoho tools are not fully compatible between them...

Review Source

JL

James L.  
Operations Manager  
Recreational Facilities and Services  
Used the software for: 1-2 years

### "Expansive Knowledge Sharing Approach"

November 29, 2022

5.0

Zoho Desk delivers attributes that are quality, and well captured to offer customer help desk procedures

Pros

Zoho Desk has a satisfactory knowledge hub, which increases the value for company customer coordination and communications. Zoho Desk has a digital support, where it gets interconnected with numerous customer help solutions.

Cons

Zoho Desk delivers an instant customer coordination, where substantial mechanisms such as direct live chat are well enhanced.

Review Source

Honest C.  
Accountant  
Oil & Energy  
Used the software for: 1-2 years

### "Notification"

July 4, 2023

5.0

Pros

I use this software to notify the clients about any changes in the business such as discounts offer and promotions but also handling client is complaints by giving them feedback through the service.

Cons

This software has a free version which operates successful as a paid version therefore it supports small business holders helps their clients

Review Source

VR

Verified Reviewer  
Backend developer  
Information Technology and Services  
Used the software for: 1-2 years

### "Zoho desk review "

February 28, 2023

4.0

Overall experience was too good but there are some issues that can be fixed.

Pros

It support multi-channel communication,has customisation options

Cons

Limited features and language support and mobile app is not that good .

Review Source

LS

Lauren S.  
Office Manager  
Retail  
Used the software for: 2+ years

### "Handy but still irksome..."

February 12, 2021

4.0

Business - customer relations. We are able to amass a great wealth of product and customer feedback that we can reference in the future as needed. This alone is quite valuable and makes wanting to change services a less attractive option for us.

Pros

Software facilitates customer - service relations and enables notes, attachments and status tracking to better serve our clients. Somewhat streamlined in appearance, which helps to keep the screen uncluttered.

Cons

Software is still clunky -- oftentimes, standard hotkeys end up changing the page settings where they otherwise would perform as expected on another interface. This happens surprisingly often and disrupts workflow when we strive to perform more efficiently when handling customer requests.

Review Source

AO

Ankush O.  
Senior marketing manager  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Easy to use tool for customer support"

March 4, 2023

5.0

Zoho Desk is a great choice for any business looking to improve their customer service operations. It is user-friendly and intuitive, making it easy to navigate and manage customer inquiries. The platform offers a wide range of features, including automation and integrations with other Zoho apps, which increases efficiency. Additionally, the customer support team is responsive and helpful in addressing any questions or issues we have. I recommend Zoho Desk as a customer support and ticketing software.

Pros

Amazing tool for customer support. It is user-friendly, easy to use, easy to navigate and manage customer inquiries. Very helpful and responsive customer support team.

Cons

For smaller businesses with limited budget, pricing for some more advanced features higher which may not be suitable. Some time software takes time to load.

Review Source

Juanito O.  
DevOps  
Computer Software  
Used the software for: 1-2 years

### "Un gran aliado para servicio al cliente"

July 15, 2021

5.0

Una grata experiencia hasta ahora, es muy accesible económicamente.

Pros

Me encanta lo sencillo que es para usarlo, ofrece una gran facilidad. Tiene una amplia integración con otros servicios.

Cons

Nos costó un poco la integración a nuestros sistemas, pero se solucionó con la ayuda del soporte de zoho.

Alternatives considered

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing Zoho Desk

Por las prestaciones que ofrecía, su tabla de precios escalable y relativamente accesible para pequeñas y medianas empresas. Y por el respaldo de buen servicio que ofrece Zoho, de la cual tengo otros servicios también.

Review Source

MCP

Mary Cleofe P.  
Account Manager Assistant  
Retail  
Used the software for: 1-2 years

### "Product/ Software Review"

November 25, 2022

5.0

The support desk platform is simple to use and offers a ton of useful features. Customer support is also excellent. They always answer quickly.

Pros

At its most basic level, Zoho Desk gives us the ability to quickly respond to requests from our teams. We adore having a self-service platform where users can easily check up FAQs and discover solutions to frequently asked questions.

Cons

aids in streamlining customer service operations, boosting agent output, and providing

Review Source

MI

Mouzim I.  
Senior Recruitment professional  
Staffing and Recruiting  
Used the software for: 1-2 years

### "Excellent and userfriendly tool "

January 11, 2023

5.0

My needs related to my job are getting fulfilled and it never disappoints me.

Pros

1\. Easy to use 2. Quick updates over email 3. Multi-purpose tool 4. Excellent for Help desk and time tracking5. I have not faced any technical glitches so far in my use.

Cons

Honestly, I couldn't find any. It may have but I have not encountered any in my 2 years of use so far.

Review Source

VR

Verified Reviewer  
Graphic Designer  
Marketing and Advertising  
Used the software for: 1-2 years

### "Ticket Management tool"

May 25, 2021

4.0

It is very easy to use and keep track of all your tickets, it has different views and the mobile app is pretty decent.

Pros

You can have a clear view of all the tickets assigned and keep direct contact with the client through the platform. You can track the time, sent private comments to co-workers and put the ticket on hold in case something is missing, and you can schedule responses.

Cons

It will be great if you could schedule the private comments. There are some bugs on the timer when trying to track the time, sometimes you have to click it more than once, and the mobile app have a few bugs.

Review Source

KK

Kailash K.  
Ops. Head  
Building Materials  
Used the software for: Less than 6 months

### "Review About Zoho Desk"

December 10, 2022

5.0

Use Cases and Arrangement ExtensionWe have utilized monday.com as an extra CRM for our Client Onboarding and Backing groups. It has helped our colleagues to facilitate with one another on the Client onboarding undertakings, arrangements, and leads. All colleagues can add to every pipeline by sharing updates, applicable archives, and extra records connected with each undertaking and arrangement. It likewise gives admittance to the group leads and supervisors who can screen each task and colleague, giving better straightforwardness to the whole association.

Pros

It is extremely simple to utilize and consistent. Groups and divisions can team up to function as one group.It is extremely helpful in computerizing the cycles of applicable divisions.The field names, types, and information you enter can be tweaked according to your association's necessities.

Cons

There is a limit on the mechanizations which should be taken out.A few functionalities and elements are absent when contrasted with other CRMs.It is delayed on occasion when we are attempting to get to a few instruments simultaneously during performing various tasks.

Reason for choosing Zoho Desk

Zoho Desk gives more customization options for user

Review Source

LM

Leroy M.  
IT  
Information Technology and Services  
Used the software for: 2+ years

### "Zoho Desk all in one help desk"

March 26, 2024

5.0

Pros

This is the perfect suite for supporting clients, with multiple integrations for chat, CRM, and other communication channels.

Cons

In the customer section, segments are needed for criteria with domain email or business or home clients.

Review Source

Alba P.  
Maestra de Educación Infantil  
Education Management  
Used the software for: 1-2 years

### "Solventa las incidencias de manera organizada"

November 21, 2022

5.0

Es una herramienta que te va a permitir organizar y dar diferentes prioridades a las incidencias que ocurran con tus clientes

Pros

Te da la posibilidad de organizar y priorizar los tickets y clasificarlos dependiendo de la importancia que tengan o de cuál sea el tipo de incidencia. Facilita mucho el trabajo, ya la organización que proporciona es muy adecuada.

Cons

Seguramente, para su implementación, necesitarás a alguien experto, ya que la herramienta tienen muchas funcionalidades y ofrece muchas posibilidades. Sin alguien que te lo implemente, será difícil sacarle el máximo partido.

Review Source

Rita K.  
assistante  
Human Resources  
Used the software for: I used a free trial

### "zoho desk logiciel d'assistance "

September 23, 2023

4.0

je les utiliser pour assistance

Pros

zoho desk logiciel d'assistance a distance pour bureau

Cons

les fonctionnalité zoho desk sont parfois limite dans son utilisation

Review Source

VR

Verified Reviewer  
Manager  
Construction  
Used the software for: Less than 6 months

### "Excelente opción para manejo de CRM, seguimiento a clientes"

February 25, 2023

4.0

Esta herramienta permite no solo consolidar la comunicación con el cliente, tener en tiempo real sus necesidades y requerimientos y poder llevar un control y seguimiento del cumplimientos de los compromisos adquiridos sino que también me permite tener un aplicación móvil para llevar esta información conmigo a cualquier lugar.

Pros

Es una herramienta fácil de usar, es muy intuitiva, se sincroniza con otras herramientas que manejamos de comunicación, tengo toda la información que necesito del cliente.

Cons

Se requiere de un partner para entender y sacarle mayor provecho a la aplicación cuando se trabajando con varios tickets y usuarios la tiempo.

Review Source

Francois D.  
Lead Developper  
Information Technology and Services  
Used the software for: 2+ years

### "Complet et fonctionnel, mais peu ergonomique"

August 11, 2021

4.0

Globalement le suivi de ticket est de bonne qualité mais on perd facilement du temps à chercher les informations dans un système globalement contrintuitif. Les notifications sont difficilement utilisables du fait qu'un simple clic sur la cloche retire le compteur de notification. De plus l'empilage de notification par ticket n'est pas lisible.

Pros

\- Le suivi de l'historique des clients - Le système de tagging - Personnalisation des status/workflow - Lien avec la base de connaissance

Cons

\- L'ergonomie est contrintuitive - Les notifications sont inutilisables - Pas de mise en avant des pièces jointes - La recherche n'est pas fiable

Review Source

OA

Oluwatobiloba A.  
Customer support manager  
Arts and Crafts  
Used the software for: 1-2 years

### "Zoho desk flexibility "

December 3, 2022

5.0

The experience is good in the sense that it makes my work fast and it reduces stress.

Pros

Zoho desk enables me to respond effectively to customer's complain and give valuable responses.

Cons

Zoho desk is good. I haven't experienced any problem so far.

Review Source

BN

Bolortuya N.  
Business Operations Manager  
Computer Software  
Used the software for: Less than 6 months

### "Zoho review"

November 30, 2023

3.0

Pros

Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.

Cons

Unfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.

Switched from

[QuickBooks Enterprise](https://www.capterra.com/p/174984/QuickBooks-Enterprise/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)

We switched to have a all ine one CRM system to house all of our data.

Review Source

VR

Verified Reviewer  
CEO  
Marketing and Advertising  
Used the software for: 6-12 months

### "Powerful customer service software"

November 16, 2020

4.0

Pros

Artificial Intelligence like Siri that tells you about your customer's sentiments.

Cons

There is quite a learning curve because of the robust features that it has, it takes some time to get used to it and develop your own workflow.

Alternatives considered

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Review Source

Parth S.  
SOFTWARE ENGINEER  
E-Learning  
Used the software for: 1-2 years

### "Make managing easy with ZOHO DESK"

April 12, 2023

4.0

Pros

1\. Easy to use interface and is very attractive too.2. One can customize in accordance to their need3. Helpdesk tool plays an important role in it as it allow to do marketing .

Cons

1\. lack of user customization in entry level package which makes it lesser productive

Review Source

David B.  
Consultant  
Business Supplies and Equipment  
Used the software for: 6-12 months

### "Easy to Use Excellent Software"

July 3, 2022

4.0

This runs my day to day operations and make it easy to access my knowledge base and look through older tickets . Makes invoicing easy and does everything I need in my small business

Pros

This software is easy to use with little or no previous knoweldge of similar products does everything I need and it doesnt break the bank. Its another winner in the Zoho Software suite

Cons

There is nothing that I dislike about this software

Review Source

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