# Page 12 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 12 - 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 12 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 276-300 of 2211 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

VR

Verified Reviewer  
Customer Service Coordinator  
Events Services  
Used the software for: Less than 6 months

### "Great Help Desk Software!!"

August 20, 2022

5.0

After 6 months of using the Zoho desk, we shifted to different software, but my experience using Zoho was great! Indeed, I would still recommend using Zoho after all.

Pros

For a newbie Zoho Desk user, I find it easy to navigate and I would say that it's one of the best ticketing management systems. It's easy to identify the aging tickets that need urgent attention. Zoho Desk did a great job!

Cons

Using this software for months, sometimes experience latency for the new incoming email in the inbox.

Review Source

Luis M.  
Gerente General  
  
Used the software for: 2+ years

### "Zoho Desk is an incredible application to provide technical support to our users and keep them happy"

July 16, 2018

5.0

I can organize and meet the support requests of our users, this allows us to differentiate ourselves from the competition and helps us to retain customers.

Pros

they have a fully functional evaluation version that can be used for free, which allows you to explore all the options and features. It can be integrated with other Zoho applications such as CRM and Assist, allowing us to have high productivity in technical support tasks

Cons

Some features are not so easy to configure and the graphical interface is not very attractive. It is not easy to find the FAQ section.

Review Source

Colin M.  
Consultant  
Information Technology and Services  
Used the software for: 1-2 years

### "Zoho Desk - Fully Featured Helpdesk Solution for Internal or Public Facing Use"

January 25, 2019

4.0

Zoho Desk works well as a general helpdesk for employee support as well as being a good way to manage external customer support requests. The ability to delegate tasks and quickly identify and escalate any issues that are taking longer than usual to resolve helps to provide a good service internally and to meet SLAs with customers. There are many options for helpdesk solution today, but few can match the functionality of Zoho Desk at this price point.

Pros

\- Ease of use - Supports multiple ticket channels - web form, email, telephone, social media - Knowledgebase for self serve solutions - Integration with other Zoho modules - Reporting gives good visibility to support team performance for management

Cons

\- Email branding caused some issues - Can take some time to configure correctly

Review Source

Muhammad I.  
Freelancer  
Writing and Editing  
Used the software for: 1-2 years

### "Zoho Desk"

July 15, 2022

5.0

Zoho Desk is the best for customer care as it provides the facility to assign tickets automatically. It is stable for use.

Pros

Ticket assignment is automatically It helps to enhance the relationship with clients It is a stable tool

Cons

Workflow is sometimes not instinctive There are limitations to living chat confusing settings

Review Source

MR

Melinda R.  
Learning & Development Manager  
Accounting  
Used the software for: 2+ years

### "Gorgeous CRM and helpdesk"

July 28, 2023

5.0

As per me, Zoho Desk is the best helpdesk and CRM software.

Pros

I like Zoho Desk as it has lot of features in terms of CRM and helpdesk which is very informative and helpful.

Cons

There is nothing that I have to offer in terms of negativity for this absolutely goregous software.

Review Source

VR

Verified Reviewer  
Technical Support Specialist  
Computer Software  
Used the software for: 1-2 years

### "Easy to use help desk management"

October 20, 2021

5.0

Pros

As a help desk representative I appreciate all the options available so I can personalize my experience and how easy it is to use.

Cons

Search feature is not very accurate. Sometimes it takes a few tries to find good results

Review Source

Saswat P.  
Content Strategist and Community Manager  
Education Management  
Used the software for: 6-12 months

### "It's good but with limited functionality"

May 7, 2022

5.0

Pros

The ticketing mechanism is good and the suggestive feature of the knowledge base works quite well. The initial setup is a bit tricky but for the users of the organisation, it is good.

Cons

Hands down it is the User Interface and User Experience. The UI/UX is confusing for the first time user. The Live chat feature can get stuck at times and create troubles in the process.

Review Source

Sara B.  
Human Resources Generalist  
Hospital & Health Care  
Used the software for: 1-2 years

### "It allows me to keep track without wasting time"

November 29, 2021

5.0

We've utilized this product for customer backing and administrations and it's whenever we first were utilizing comparative programming to analyze customer activities grounded on explicit models. The education wind is for nontechnical individuals thus one ought to comprehend the semantics of every tab.

Pros

I truly like how this is not difficult to simple and associate with our leads progressively. I'm authentically happy with Zoho Office since it helps in keeping a solitary wellspring of the verity that the activity staff and laborers can puncture for any strategy preliminaries, updates, formats thus considerably more.

Cons

You can not change the settings for all divisions at once in the past. You need to go to every office and change individual settings which are moderately tedious.

Review Source

KAA

Kassya Angelica A.  
CEO  
Publishing  
Used the software for: I used a free trial

### "The best choice!"

April 19, 2022

5.0

My experience with Zoho Desk has been one of the best. He offers me a complete communication and interaction service, without too many mysteries. It's nice and easy to use.

Pros

The product is easy to use and understand. You don't have to spend hours trying to understand how it works and it still saves you time and money. The process is simple and error free.

Cons

Updates are always welcome in any application, software and services to improve product autonomy.

Reason for choosing Zoho Desk

Zoho Desk offers quality software that meets all your expectations with the quality and price that fits in your pocket. You won't go wrong with this choice and you'll still save a lot of money.

Review Source

MG

Monica G.  
Agente di viaggio  
Leisure, Travel & Tourism  
Used the software for: 2+ years

### "Ottimo rapporto qualità prezzo "

February 26, 2023

5.0

Mi permette una gestione a 360° dei miei strumenti di lavoro soliti che mi facilita di gran lunga il lavoro , dandomi la possibilità di personalizzare il tutto secondo le mie esigenze senza stravolgere troppo le mie abitudini

Pros

Facilità gestionale, di facile utilizzo, possibilità di personalizzazione di facile apprendimento

Cons

Nulla. Non ho nulla da lamentare in merito al software

Review Source

VR

Verified Reviewer  
Customer Support Specialist  
Computer Software  
Used the software for: 6-12 months

### "It's not great...or even good...no don't do it..."

December 15, 2018

2.0

I no longer use this desk. It has a huge learning curve, especially if you're used to Zendesk or Freshdesk. Of course, it's ok once you finally get the gist of it down, but I rely on analytics to be accurate always. I do really like Zoho Invoice. That is easy to use and it gives you a discounted PayPal fee when you are paid via PayPal.

Pros

When the analytics worked, they were pretty cool because they updated the ticket count in real time. I also like Zoho Invoices...not sure if that counts for this. Their support, while not always helpful, was easily reached in live chat.

Cons

I really didn't like anything about using this desk. It is not intuitive, the sorting of tickets into different groups, types etc is painfully difficult...( you can check out their support comments on it), it's hard to organize so if you're a desk that gets a large number of tickets on a regular basis, this is not going to work for you. The analytics are often wrong because they stop working half the time and when you look at the responses in a ticket, it does not separate the agent response from the customer. So if you have a customer that continuously updates the ticket...it looks like you can't get the issue resolved. The only reason why I used it was because it was my clients desk of choosing.

Review Source

KL

Karishma L.  
Product Specialist Manager  
Hospitality  
Used the software for: 2+ years

### "It has helped us a lot in managing our customer support operations"

January 13, 2023

4.0

Pros

1\. Love the way it makes ticket management so easy2. Various features like tagging, sorting, and assigning tickets are super helpful3. Love how other apps like SalesIQ, Knowledge Base, and Analytics and simply be integrated

Cons

1\. While there is a wide range of features available, it still feels like we are underutilizing the product. Some more training and live assistance on calls to help with understanding the system fully would really help.2. The workflows are very complicated to set up, again - a more intuitive UI and training would help.2. They have recently changed their UI - but I honestly like the older UI MUCH better!

Review Source

Mahipal N.  
Marketing Manager  
Information Technology and Services  
Used the software for: 2+ years

### "Best Project Management Tool"

January 14, 2023

5.0

Pros

It helps in managing your project completely.

Cons

Fully automated and user friendly for everyone.

Review Source

NL

Ngong L.  
Lanzydesigns  
Graphic Design  
Used the software for: 6-12 months

### "Best data management tools i have come across "

February 2, 2023

5.0

excellent.I recently had the pleasure of using Zoho Desk, the customer service and helpdesk software. I found that the software was very intuitive and easy to use, with a well laid out dashboard that made navigation effortless. The various features, like ticketing system, knowledge base and customer self-service portal make managing customer data simpler. Furthermore, I found that I could customize the software easily, setting up automated workflows and add-ons to better suit my specific needs.

Pros

Some advantages of using Zoho Desk consist of intuitive navigation, a powerful search function, a vary of useful features, and complete customer support. Additionally, it offers robust integration support and scalability.

Cons

A drawback of using Zoho Desk is that its customization choices can be limited, the assist machine is no longer ideal, and the price can be too much for small businesses.

Review Source

VR

Verified Reviewer  
IT Manager  
Retail  
Used the software for: 6-12 months

### "Very clean and well made product"

March 1, 2023

4.0

All-in-All this product is really well-made with a clean and nice UI which people will love to work with.

Pros

One of the best parts of this product is having lots of functions for customer service support which is awesome.

Cons

if the built-in integration with different applications was more, it was even nicer.

Review Source

Michael M.  
CEO  
Information Technology and Services  
Used the software for: I used a free trial

### "Very easy to implement"

October 19, 2022

4.0

It's positive and promising

Pros

It's very easy to implement. We are just starting to use this system, so there's not much to add at this point, but things look promising!

Cons

It's not integrated with Microsoft products and services much...

Alternatives considered

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

Reason for choosing Zoho Desk

Price

Switched from

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

Zendesk is very expensive at higher tiers

Review Source

lM

lionel M.  
CEO  
Architecture & Planning  
Used the software for: 2+ years

### "project of excellence "

August 10, 2023

4.0

Pros

Thanks to this software, I've been able to develop some really impressive work tactics, such as the fact that I'm now able to control my employees in real time.

Cons

you have to admit that sometimes the fluidity of communication isn't that great.

Review Source

VR

Verified Reviewer  
Graduate Research Assistant  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Zoho Desk is best for Online Customer services with ticketing system"

July 6, 2022

5.0

Easy communication becomes possible with Zoho Desk and good customer management tools for web based application.

Pros

With Zoho Desk, the managing the customer services of hosting based website is becoming easy. Live and ticket based customer services give the flexibility to solve issues of customers easily.

Cons

There are some bugs in ticketing issues and no notifications for those problems. Also sometimes login issues appeared.

Switched from

[Intouch Insight CX Platform](https://www.capterra.com/p/160959/Intouch-Insight/)

To get better service

Review Source

AW

Alexander W.  
Project Manager  
Law Practice  
Used the software for: 1-2 years

### "Overall, a solid ticket management and blueprint system"

February 18, 2024

4.0

Pros

Admin system is solid, but not the easiest to learn. Great features once you get it

Cons

Difficult permissions management and it takes a long time to get off the ground with understanding how to customize

Review Source

YS

Yola S.  
Concierge Manager  
Real Estate  
Used the software for: 6-12 months

### "We love Zoho!"

November 15, 2023

5.0

It has been a very positives experience, we are getting organized.

Pros

Makes project management within the team a breeze!

Cons

No cons, it has been a good platform for our team.

Review Source

Michael T.  
visual designer  
Broadcast Media  
Used the software for: 6-12 months

### "try out zoho desk"

August 13, 2023

4.0

good, i recommend it

Pros

all your help desk needs in one place in one app

Cons

maybe too many features on this app but everything is covered

Review Source

Rodrigo Alejandro A.  
Deal Closer  
Hospitality  
Used the software for: 6-12 months

### "Easy Ticket Management - CRM all in one communication platform"

June 2, 2022

4.0

Excellent, this is extra useful when managing the communication from your business, especially in my case that was handling the Sales Leads

Pros

Multi-platform communication in one place, easy SLA management

Cons

Initial implementation with some features, but things that can be completed with time

Review Source

Gabriela M.  
Support enginner  
Computer Software  
Used the software for: I used a free trial

### "Zoho desk test experience"

July 21, 2023

4.0

In these short weeks, Zoho proved to be easy to use and labor saving. Cost per agent would be an issue to consider.

Pros

My favorite process of the software is the automation of tasks such as managing tickets, it also quantifies the performance of the support team by generating reports so that better decisions can be made.

Cons

Sometimes the response time of the customer service is a little slow. Also, the number of agents according to the contracted plan could be a limitation.

Review Source

Paul M.  
CEO  
Internet  
Used the software for: Less than 6 months

### "It's not bad, it's really good."

November 25, 2017

5.0

Unfailingly courteous even when dealing with a difficult person or situation.

Pros

Always assured and confident in demeanour and presentation of ideas without being aggressively over-confident. Reaches a decision rapidly after taking account of all likely outcomes and estimating the route most likely to bring success. The decisions almost always turn out to be good ones. When ideas are challenged by others, the agent listens to their view politely, but is able to maintain a position firmly and persuasively without aggression. Prioritizes and sequences own tasks and those of other people in the team. Makes sure that the priority tasks are always completed on time.

Cons

Able to concentrate and stay focused for periods of several hours, even when tasks are relatively mundane, and doesn't make mistakes. He has a high boredom threshold. the agent pays great attention to detail. He always presented work properly checked and completely free of error. the agent always completes any assignment on time and to a high standard. From a set of data, the agent is able to establish a principle, or work out a rule, or suggest a reason for failure or success.

Review Source

WH

William H.  
Director of Customer Success  
Marketing and Advertising  
Used the software for: 2+ years

### "Useful for evolving businesses"

October 27, 2022

5.0

Pros

This is highly adaptable to existing processes and software. It serves as a unification/end point for multiple alerts and tickets so we can check them all from one place. The automation in replying or routing a ticket is a big time saver as well.

Cons

In order to incorporate it into other processes or software, it is not the most intuitive and requires the help of their customer support. But their support is pretty helpful and responsive, so this shouldn't be too big of a concern.

Review Source

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