# Page 13 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - Is Zoho Desk the right Help Desk 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 --- 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/) * * * Last updated March 15th, 2026 # Page 13 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 301-325 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use GN Gulshan N. Associate Director Information Technology and Services Used the software for: 2+ years ### "Basic ticketing system which can help a small team to manage their work" May 17, 2022 5.0 Pros Customization is good, we can set custom rules, scalability and integration. Its meeting our basic needs of IT ticketing system and helping to manage all the task along with solutions. Cons Some custom feature are difficult to implement since its little complected to understand first. The interface gets slow some time. The administrator are counted as agents, where they should not. Because of this we are ended up paying for inactive users. Review Source VR Verified Reviewer Chief Operations Officer Computer Software Used the software for: 2+ years ### "Maturing help desk solution with enterprise features" June 12, 2018 5.0 Saved money, increased productivity and connected together, different systems we use. Pros This is constantly evolving and new powerful features are being added in continually. It is now quite extensible and boasting tools like multi-users workflows, escalation in CRM leads, internal and external knowledge bases and seriously enterprise level chat. Cons It needs more granular control over notifications, and the IP pool is difficult to put into SPF due to many name records and gaps in ranges. Review Source RK Rajesh K. SOFTWARE Computer Software Used the software for: 1-2 years ### "Honest Review" November 24, 2022 5.0 Amazing and great experience with zoho always. Pros The software is ultimate and very friendly to use. I use this software to give remote support to my customers without going anywhere which saves my lot of time. Such a useful and helpful software with nice user interface. Cons Nothing least about this software from my side. Review Source EÇ ERCAN Ç. Program Manager Telecommunications Used the software for: 1-2 years ### "zoho the best" July 28, 2021 5.0 Customers liked it. They choosed the Zoho first and We choosed. We liked. Pros easy to use for us and our customer. we are able to follow customer ticket easily. Cons SLA reporting part is easy and configurable. Reason for choosing Zoho Desk Easy to use. Price is better than all similar products. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) price and usage complexity . pricing method is very bad for similar tools. Review Source RN Raj N. Systems Administrator Lead Logistics and Supply Chain Used the software for: Less than 6 months ### "Highly customizable help desk software" October 7, 2021 4.0 Pros The pricing is not very expensive compared to other held desk software. You also get some free lite agents who can put private notes. Cons You cannot change the settings for all departments at once. You have to go to each department and change individual settings which is quite time-consuming. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source glory B. Business Consultant Market Research Used the software for: 6-12 months ### "Great Value for money" May 26, 2023 5.0 It helps me lower my work loads and keep new customers. The scheduling and automation is really great. Pros It's easy to use, has more features, is less complex unlike other apps and the pricing is far lower than others with great value. Cons It gives lots of value for the price. All great. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) The pricing and I wanted something less complex to operate. Review Source CN Christian N. Medical Copy Editor Publishing Used the software for: 6-12 months ### "The best help desk software" May 27, 2022 3.0 Pros Intuitive interface and its integration with Zoho CRM is my favourite. It's relatively low priced compared to Zendesk and provides some unique features the more expensive competitors don't provide, such as 24x5 Chat Support and all apps for running business from writing, presenting, reporting etc... In addition, it provides a free plan while Zendesk does not. Cons It's little bit slow to load. Its website menus have unique colors for each which seems to be inconsistent in my opinion. Review Source EA Enrico A. Customer Service Manager Information Technology and Services Used the software for: 2+ years ### "My Experience With Zoho Desk" February 15, 2024 5.0 Pros I like the knowledge management features It comes with amazing help desk support features Cons Zoho Desk has been great and no issues yet. Review Source MR Muhamad R. CTO Telecommunications Used the software for: 2+ years ### "Help Me to Handle Team and Csutomer Ticket" May 28, 2023 5.0 Pros Ticket management system it helps me a lot to manage all the tickets that come to our teams. Cons live chat, it doesnt help me much, it might be the customer side Review Source VR Verified Reviewer Implementation Specialist Computer Software Used the software for: 1-2 years ### "Zoho is a middle to lower end of the road helpdesk software system." February 6, 2018 3.0 Pros I liked the software for it's functionality. It did do what we needed, it just wasn't really that easy to use. It's semi-extensive with it's ability to archive tickets, and the fields are laid out in a way that makes it understandable, but not easy. Cons Zoho would have issues / outages semi often. This would cause emails to not automatically generate tickets, which, when fixed, would cause a surge of tickets all at once. This left customers without a reply for possibly hours. It's kind of clunky, and not exactly what I expect from a ticket system, which needs to be fast and effective. Review Source HD Haythum D. IT Engineer Computer Networking Used the software for: 1-2 years ### "Zoho Desk review" July 30, 2023 4.0 Can considered Zoho Desk as a reliable customer support software Pros Zoho Desk effective ticket management tools , supports multiple communication channels and integrates with other Zoho products Cons Zoho Desk has customization options are limited Review Source Victor D. CEO Marketing and Advertising Used the software for: 6-12 months ### "A way to go support desk." December 18, 2022 4.0 Highly recommended if you use other Zoho Suite solutions or a way to start with. Pros Customer service process has been streamlined and automated, making it more efficient. Having the ability to access all of the customer data in one place, it's easily improve a better customer experience. Helps both online and offline business. Cons If you are prone to modern design and nicer layours, probably you'll find better solutions. Sometimes it feels outdated. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Jira](https://www.capterra.com/p/19319/JIRA/)[Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Zoho suite integration and value money. Review Source VR Verified Reviewer manager Accounting Used the software for: 6-12 months ### "easy to use and highly recommended software " November 5, 2022 5.0 i love it very easy to use very good in performance less hassle save more time and money highly recommended software. Pros highly recomended software very easy to use no hassle save a lot of time and money. Cons very good software very easy to use no hassle very usefull and high impact for the small business. Review Source DK Diwakar K. Digital marketing Research Used the software for: 2+ years ### "Best tools for customer service and customer communication." November 29, 2023 5.0 Pros Ticket customization and best automation tools to respond customers. The UI interface is very easy to use. Customer service is the best in class as they come up with resolution very fast. Tracking of customer complain is easy, email, live chat. SMS are the best features available in this tools. Cons No major dislike, but in free plan we are not able to use full features. Review Source VR Verified Reviewer Senior Content Writer Information Technology and Services Used the software for: Less than 6 months ### "Effortless and automated help desk software for to streamline support operations." February 10, 2023 4.0 As a user of Zoho Desk, I can say that my overall experience with the software has been fantastic. The platform is really easy to use and it has made managing customer support a breeze. I love how user-friendly it is and how simple it is to navigate. All in all, I'd highly recommend Zoho Desk to anyone looking for a hassle-free way to manage their customer support operations. Pros What I liked most about Zoho Desk was its intuitive and user-friendly interface. It made it extremely easy for me to manage support tickets and track performance metrics, which greatly improved our support operations. Cons One issue that I face with the Zoho Desk is the limited customization options for the self-service portal. The developer team must work on this. Review Source Prem P. Freelancer Information Technology and Services Used the software for: 6-12 months ### "All in one CRM" January 15, 2023 5.0 Pros Managing chats of customer support and team made easy with automations and worflows. It makes support data look easy to understand on dashboard. Cons Automation and integration can be improved. Alternatives considered [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/)[Help Desk Migration](https://www.capterra.com/p/160609/Help-Desk-Migration/) Review Source VR Verified Reviewer RTLS Specialist Information Technology and Services Used the software for: 1-2 years ### "A Useful Tool for Collaboration Across Multiple Sites" January 25, 2021 4.0 Overall, Zoho Desk is a genuinely useful tool to keep team members across an enterprise to optimize and measure time and tasks and make important strategic decisions that can help make teams more efficient. Pros This software allows users up and down the chain of command to better understand how employees are using their time and make strategic decisions on allocating resources Cons The software can sometimes create a time burden for busy employees who might be better able to use their time on project tasks as compared to administrative time dedicated to using this software. Review Source NR Nicholas R. Software Support Technician Computer Software Used the software for: 2+ years ### "Really like Zoho and their offers, it's a good software for the money spent" March 7, 2018 4.0 Organized information for supporting my customer and having their information on hand for any situation that might arise. Pros I use Zoho Desk every day of the week Mon-Fri on my desktop at work and the app on the weekends to monitor my queue. Overall, this is a solid ticketing system for support issues for my customers since we are an email driven company. It's very organized and is updating all the time that includes new features and performance increases. Cons One of the cons I have, is their support team is a bit on the slow side when it comes to responses. This could be that their policies way different then my companies but we least respond in under 24 hours. The other con is their ability to understand what you are trying to describe to them for help. Their forums are a better resource than their support email. Review Source Danielle M. Accountant Used the software for: 6-12 months ### "Zoho Mail is great! I recommend it all the time!" March 7, 2018 4.0 Pros I love that the email program gives you a certain amount of free use before requiring a purchase. I have been able to instantly make use of the service and I know that I will continue using it under a paid plan as my company grows. I am also able to recommend it to start up clients who are working hard to add professionalism to their brand while not yet having the cash flow. Having a great email host that grows with the business is a huge benefit. Cons It is complicated. The email portion I use is fairly user friendly if you have a tiny bit of tech understanding. Their directions for set up are very clearly written and make it easy to figure out. But they have so many products that the site is very complex. Review Source Keith E. Director of Communications Technology Used the software for: 1-2 years ### "Excellent, top-tier performance at a great price" July 11, 2018 5.0 Zoho Desk has allowed us to fully automate our technical support functions; by using it, we're able to meet extremely aggressive SLA requirements. Pros Zoho Desk is a fully capable, easy-to-use trouble ticketing system that is every bit as powerful as extremely expensive corporate systems. The features and functionality are better than what's available from competitors in this price range, and it's affordable. Cons Like a lot of Zoho products, Zoho Desk has some features that you'd expect to be there but that aren't. Support is from India, so it's sometimes unavailable, slow or misinformed. Review Source Kassy C. Business Manager Sports Used the software for: 6-12 months ### "Inexpensive Customer Service Software" April 27, 2020 5.0 Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy. Zoho has an excellent suite of products and this one is no exception! Easy to use (the basics at least). And, it's very inexpensive. Pros We chose Zoho because of the cost and the fact that we were already familiar with their software setup as we use their Survey software as well. Cons Setting up some of the automations is a bit daunting, but we really just haven't taken the time to set it all up. Otherwise, our team really loves it! Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Price Review Source Arjun D. Program Head Education Management Used the software for: I used a free trial ### "Cheap CRM for Startups -Easy to use." January 13, 2023 3.0 Pros The software is very easy to use, doesn't require training for the team. Cons Reporting system is not very robust, AI layer is also very basic. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Needed more features mainly query identification and TAT setting for each type if query. Review Source Bruce M. Project Manager Technical Services Used the software for: ### "My first ten days on Zoho using Desk to track Dispatch Requests for field service." January 10, 2018 4.0 Simple setup and highly customizable modules allowing for the very granular creation of feature sets. Pros Very easy to get started especially if you have used any database driven SAAS application. Support for the sales team has been very good with an immediate contact both email and phone to indicate their interest in getting us up and running. In a world of automation often the importance of human contact is overlooked and having investigated other cloud platforms an actual phone call is not common. The potential to have a fully integrated platform that you can pick and choose by the module for the specific functionality you require is compelling. Cons Limited integrations with other cloud apps out of the box. There is API access if you want to code your own or use third-party middleware such as Zapier to connect but I have not created an integration yet. Review Source VR Verified Reviewer Global Product & Operations Manager Computer Software Used the software for: 2+ years ### "Not reliable, limited features and slow service" April 25, 2017 3.0 After using Zoho products for years now, I'm forced to start looking for alternatives due to reliability issues and limitations in features. Customer service is also slow, vague and doesn't resolve issues. Pros Pretty easy to use if it works Cons Limitations in features and a reporting solution which is on the level of 1999. Besides this, don't expect to serve your own customers correctly because the system may be down a couple of times per month Review Source Mohamed F. Associate Consultant Information Technology and Services Used the software for: 6-12 months ### "Amazing Suit for Customer Support" February 27, 2023 5.0 The Zoho desk is very versatile and simple to set up. You get a great helpdesk system for any small- to medium-sized organisation for the price. Pros The system's user interface makes it simple to understand. We will be able to significantly mature our customer service operations and scale with our expansion over time because to the configuration choices, which seem to be limitless. For our 18 retail locations, we intend to use the system to handle all client inquiries. Cons Although the pricing is a little unclear, altogether the cost is fairly affordable. Our experience has been incredibly gratifying other from that. 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