# Page 16 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 16 - 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 16 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 376-400 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Software Developer Computer Software Used the software for: 1-2 years ### "Zoho Desk helps to build best call center and support services and is the best service available. " April 29, 2018 4.0 Running a customer care service with the help of Zoho Desk. Pros 24x7 hours customer support to resolve their query instantly. It provides features of integration multiple channels like facebook, twitter, and Instagram. Ticketing system to resolve any query is the best feature they provide. Reporting and insights on various issues. Cons There is nothing wrong with the Zoho desk service that I could find. Their services and availability is meritorious. Review Source DM Daniel M. Resp. Soporte Information Technology and Services Used the software for: 2+ years ### "Práctica y completa" December 30, 2022 4.0 Estamos muy satisfechos tras la integración de zoho desk en nuestro departamento de soporte técnico. Pros Producto muy completo, con posibilidad de integrar mucha información y herramientas d eapoyo en los tickets. Cons El aspecto visual podría mejorarse (estéticamente) Review Source AA Andrea A. Manager Information Technology and Services Used the software for: 1-2 years ### "Un ottimo prodotto per chi ha capacità di gestirlo" July 26, 2023 4.0 Pros gestione dei case e interconnessione con gli altri moduli Cons latenze frequenti, poca customizzazione Review Source VR Verified Reviewer IT Generalist Hospital & Health Care Used the software for: 1-2 years ### "Zoho Desk, A Pretty Decent Help Desk Software" September 6, 2018 4.0 Pros \-Zoho has been releasing updates at a pretty decent pace. -The interface looks modern & new -It's easy to start a timer when working on a ticket and when you stop the time it automaitcally saves it. Cons \-The Android app does not alert you when a new ticket comes in. I've contacted support about the issue but they say there isn't a problem. -There are a lot of settings, I've gotten lost in them looking for a specific option. Review Source Frank W. Senior Software Engineer Computer Software Used the software for: 2+ years ### "Simple, solid and affordable " July 23, 2018 4.0 Pros Zoho desk is highly customizable to suit the needs of its users. I also like that it's easy to integrate with other solutions using its well documented APIs Cons It has a somewhat steep learning curve, though using it becomes easy and straightforward once you get used to it Review Source NT Natasha T. Reviewer Computer Software Used the software for: 6-12 months ### "Zoho Desk is great" January 6, 2023 4.0 Past to utilizing Zoho, we were dealing with all our CS in our email inbox. Things were becoming lost or forgotten about and it was making me insane. Zoho has a great set-up of items and this one is no exemption! Simple to utilize (the essentials at any rate). Also, it's extremely modest. Pros Exceptionally adaptable client service stage which is extremely simple to utilize. Exceptionally decent client care arrangement, I preferred how Zoho desk permits you to customize each and every thing in their web interface. Cons The UI can be a piece confounding on the off chance that you are a section level client. Review Source SA Shamyal A. MTO Used the software for: ### "So far my experience using the CRM module was satisfactory. I found the ticket management system wel" September 11, 2017 4.0 Pros Can be integrated with other CRM platforms and Can customize and design different features, apps, taps, fields and forms. Providing a customizable platform, this can be mutated whenever the need arises. Responsive website can detect and respond to device need as required, which means flexibility of mobile platforms is available and will provide ease to mobile operators. Role based user based and field level security available, which will allow the agent to choose and select who can see what aspects of the tickets and how. Round robin task allocation is also available which can direct a task to agents equally as task are received. Customizable knowledge base and distance learning options available which will reduce training time and allow users to train as they go. Cons Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets. The workflow is flexible and adjustable. Ticket assignment and delay escalation available. Allows for accountability for assigned tickets. And upward forwarding of task if it breaches the stipulated time limits. Multiple attachments can be added to each ticket, allowing for greater description of the task assigned. Taskforce can be maintained involving agent, Area manager, and technician. This can help in perforation of tasks and duties and quick customer response. Customers can be allowed to view tickets related to their sites, and view the status of resolution of their tickets. This will discourage the customers to directly contact their area managers and wasting their time. Customers can provide feedback and acknowledgment of their tickets. Review Source VR Verified Reviewer Business Process Manager Construction Used the software for: 2+ years ### "Overall easy to use" October 17, 2017 4.0 Pros This is a good product for managing all types of help desks, including customer relationships, etc. It is all cloud based. Cons It's a per user license, so depending on how many people you have it will be costly. It's completely cloud based with no on prem solutions. Review Source Richard C. Owner Information Technology and Services Used the software for: 6-12 months ### "Great platform, and very easy to use!" September 13, 2022 5.0 I am able to keep track of my customer engagements and any ticket resolution histories. Pros I like that all of the Zoho software are compatible with their software packages. Cons At this time I do not see any improvements that can be made with this software. Review Source VR Verified Reviewer Director Of Information Technology Hospitality Used the software for: 2+ years ### "Great Product, Great Customer Service" August 7, 2018 5.0 Overall I am and have been very please with Desk. I will continue to recommend to my piers as well as continue to use because of the value of what you get for the money in no doubt worth it. Pros Customer Service Ease of Use Functionality Cons Sometimes access is slow. At times I know it is my ISP and others not. Review Source SR Sheila R. Owner Arts and Crafts Used the software for: 6-12 months ### "Zoho makes managing emails for my dot com a breeze" August 19, 2021 5.0 Pros Zoho makes it very easy to manage and utilize the emails for my dot com. I can track, respond, to and create email messages from my branded emails with very little effort, and setting it up was very smooth Cons The only thing I wish is that it integrated easier with my regular email service so that I didn't have to check another stream. Switched from [Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/) cost Review Source GS Gianluca S. IT administrator Telecommunications Used the software for: Less than 6 months ### "Good but not enough" October 6, 2022 3.0 Pros Very Simple to use, just Like the other softwares by zoho. Cons The interface and not so complete Like other ones. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Review Source VR Verified Reviewer Head of Operations Marketing and Advertising Used the software for: 2+ years ### "OK, not the best, not the worst" January 30, 2021 3.0 Good enough, there are better more expensive alternatives Pros A lot of features, robust, does everything a ticketing system needs to do, reasonably priced, does the kob Cons Not the best support, some funky bogs, some elements look outdated, the whole package lacks some features. Review Source VR Verified Reviewer Intern Marketing and Advertising Used the software for: 2+ years ### "Review for Zoho Support" January 14, 2019 5.0 Allows customer to request a ticket and makes easy to resolves. The was better than the other softwares used. Pros It allows you to easily view requests of all your customers on a paltform. Allows easier connectivity with customers. Cons Some problems with the interface from time to time. Review Source VR Verified Reviewer Management Trainee - Retail Oil & Energy Used the software for: I used a free trial ### "Zoho has helped reduce time taken to resolve complaints, and also made accountability of complaint management alot easier." October 27, 2017 5.0 Pros • Consolidated customer, distributor database. This is aligned with their assigned Area managers. Customer hierarchy can be developed through these features. • Mobile application available for field staff and technicians, Available for both IOS and Android. • Workflow configuration can be developed, which allows the agent to develop a pre-determined flow for generated tickets. The workflow is flexible and adjustable. • Ticket assignment and delay escalation available. Allows for accountability for assigned tickets. And upward forwarding of task if it breaches the stipulated time limits. • Multiple attachments can be added to each ticket, allowing for greater description of the task assigned. Cons the system dose not allow customization of all forms and fields, even though it claims it is possible. secondly account users cannot be permanently deleted from the system. it only deactivates them. Review Source SM Sajin M. Project Delivery Manager Information Services Used the software for: 1-2 years ### "Real-time user friendly tool for tracking and managing workflows & activities " February 3, 2022 4.0 Pros Good to integrate and customize as per requirements. Cons UI can be more robust and easy to use. Pro tips and suggestions need to be shown Review Source Kip H. Business Owner Financial Services Used the software for: 2+ years ### "Zoho CRM" September 22, 2017 5.0 Pros easy to use and program. Love this CRM. It is one of the best I have ever used. It is easy to configure to meet your needs and the service is absolutely awesome. I have been using this program for over 7 years. Cons wish that they had group rates Review Source VR Verified Reviewer Co-founder Information Technology and Services Used the software for: 2+ years ### "very poor customer support" May 23, 2017 3.0 Pros It has some very good features and you can really setup the customer support in few minutes using Zoho desk. Cons Zoho has got very poor customer support team that do not understand the customer issues and are incompetent to provide quick solution. Review Source SK Sudhanshu K. Junior Full Stack Developer Consumer Services Used the software for: Less than 6 months ### "Love Zoho Desk" February 13, 2023 5.0 My overall experience with Zoho Desk has been great so far, managing the items becomes handy and easy with zoho desk Pros I highly recommend Zoho Desk as a customer support and ticketing software. It is user-friendly and intuitive, making it easy for my team to navigate and manage customer inquiries. Cons I dislike that the software can be a bit slow to load at times, which can be frustrating when trying to quickly respond to customer inquiries Switched from [Asana](https://www.capterra.com/p/184581/Asana-PM/) I made a switch because I wanted to try new features and zoho helped me with all those features Review Source VR Verified Reviewer Assistant Manager Automotive Used the software for: 6-12 months ### "best service software " February 18, 2023 4.0 overall a great softare for different parts of problems and simplyfing the solutions to all and very effectively Pros best customer support and ticketing software and clear communication system including the chat box and customer support and the customization is very good and which outstands from others. Cons software is a bit slow at times but rarely happens and rest everything is great with the user interface and experience Review Source GH Gerard H. Technical Sales Director Telecommunications Used the software for: 2+ years ### "Zoho Desk for Small Business" March 13, 2020 5.0 Have used a trial under a different company test name. A really excellent product. Still learning. Pros We have been using CRM for 7 years and needed more of a ticketing system instead. While CRM is really good, the features of Support Contract, SLA and Ticket Status are really good. Cons Probably too many options available. A lot of time spent so far just understanding the whole platform Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Reason for choosing Zoho Desk Had a lot of exposure to the CRM. Comfortable with the product Review Source VR Verified Reviewer Customer Relationship Manager Internet Used the software for: 6-12 months ### "Excellent product for Automating Customer Service Tickets" December 19, 2018 5.0 As we all know time is money and everyone wanted to utilize there time appropriately to increase productivity. Zoho Desk helps up to keep a track on all customer service tickets and ensures we don't miss out of a single ticket. Pros Going throug Hundreds of tickets everyday and Assigning those manually was painful, but thanks to the ZOHO desk, I am able to automate tickets based on the employee skill set, now all tickets are automatically sent to the employees and i dont even have to look in to this. Cons I would appreciate if someone removes the Escalation part from this software, Hehehe Just Kidding. Review Source VR Verified Reviewer Used the software for: 1-2 years ### "Great tool that helps improve customer service." June 7, 2017 5.0 Pros Since we started using Zoho Desk, our problem-solving follow-up tasks with our customers have improved greatly, our customers are satisfied when we deliver the activity report to evaluate our response times. Cons The mobile application for agents is very useful, however the user portal interface also requires a mobile application that allows the client to send tickets and access their history. Review Source VR Verified Reviewer Used the software for: 2+ years ### "Zoho has been extremely user friendly" May 6, 2017 5.0 Pros Able to view emails by priority and respond to those emails that are requiring a quicker response to customers Cons Unable to easily use zoho for multiple companies/brands in same interface IT could be improved by adding this functionality Review Source OR Omar R. CEO Marketing and Advertising Used the software for: 2+ years ### "Technical support to clients" February 23, 2021 4.0 It has allowed us to handle the communication and follow-up of any technical issue with clients, replacing many times even email and WhatsApp. It is a great benefit for customers and for us too Pros It is software that has allowed us to take customer service to another level. It allows to measure the response times and follow-up of the problem at all times. Cons sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.