# Page 17 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - 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 17 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 401-425 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Alfredo Guadalupe R. Senior Software Developer (Consultant) Internet Used the software for: 2+ years ### "Great service" September 7, 2017 5.0 Pros Great service works fine for small and big teams, the best choice relative by price and service. I'll choose Zoho for all my teams Cons We don't have cons, possible cons: - Add custom domain - Add custom ssl But it's not a a problem... Review Source RM Roxana M. Head of Marketing Marketing and Advertising Used the software for: 2+ years ### "One of the strongest customer success tools!" July 4, 2022 5.0 So far, so good; let's see how it evolves. Pros I love how easy it is to manage all our pending conversations with customers. Cons I've been very happy with the tool, I think they're headed in the right direction. Review Source Caleb G. Used the software for: 2+ years ### "Unreliable " August 2, 2016 1.0 After being told for 3 years that zoho would fix the reliability issues we are still not seeing any results. Downtime several times per month and email messages not being sent, or received. Pros Great features WHEN they work. Cons Downtime, emails not being sent or received. Review Source PO Paul O. IT Manager Online Media Used the software for: 1-2 years ### "Empowering Small Businesses to do More" June 3, 2023 5.0 Zoho Desk increases out productivity and helps us to resolve more complaints and support tickets in less time. Pros Zoho Desk seamlessly integrates with the rest of the Zoho ecosystem. It simplifies and speeds up our operations while giving us a complete picture of every client. It is also incredibly user-friendly, multilingual,  has fantastic customizable templates and is omnichannel. Cons limited integration with third-party apps outside the Zoho Suite Review Source Priyanka S. Lead Marketing & Branding Information Technology and Services Used the software for: 6-12 months ### "Good software for managing the workflow automation" June 7, 2022 4.0 Pros I used it for managing marketing activities, Workflow automation is one of the features I like the most, even I create the customized Workflow for different communication channels and manage how we want to manage our customers in different stages...Very Nice feature Cons I think the UI is bit old and not user friendly they need to work on that Review Source Brad B. Technical Support Manager Computer Software Used the software for: 6-12 months ### "Zoho Desk - Your customers want you to use Zoho Desk." December 4, 2018 5.0 Zoho Desk solved a few of our issues at once. Being a budget friendly solution, we were able to implement Zoho Desk to almost immediately improve our Customer Relationships. We have been so pleased with Zoho Desk! Pros Zoho Desk is a great way to manage your inbound customer requests. With Zoho Desk, you can organize your request and respond in a timely manner all while keeping your customers satisfied. I love the simplicity of Zoho Desk, it really is perfect for our team. Cons I wish Zoho Desk integrated with a few other features, it would be nice if the systems talked together. Review Source VR Verified Reviewer Director of Business Operations Information Technology and Services Used the software for: I used a free trial ### "Very good Product" May 16, 2017 5.0 Pros My favourite parts of Zoho include the automation feature, the integration features and the account management tools. The automation tools allow fast and easy control of your tickets meaning they can be sectioned into the appropriate areas and distributed to the correct departments within your organisation. The integration features allow you to seamlessly sync between your CRM system and Helpdesk meaning de-duplication of your administration and quick connectivity between the two. Zoho Desk also integrates with your email platform meaning your helpdesk engineers can all see what is happening with tickets on a live basis which can be very powerful when engineers are on the move. The final tool is the account management, very briefly it allows you to see current/previous activity with a client to spot on-going issues or potential problems before they occur. Review Source Ayush V. Student Airlines/Aviation Used the software for: 1-2 years ### "Zoho CRM is so easy to use. It has all the complicated processes most other CRM's have." March 13, 2018 5.0 Ease of use and the customisable organisation. Highly mouldable to suit the particular business and business operations. Pros Its simple. We use it to house all of our leads and to keep notes on our interaction with prospects. Also to keep track of pipeline and webhook events. Cons Tech support is a little spotty sometimes, they always answer the phone but if you get the right support is the issue. Review Source SE Sulaimon E. Supervisor Biotechnology Used the software for: 2+ years ### "Good for customers feedback " July 15, 2022 3.0 Great app Pros Love the fact that you can link it to the Zoho workdrive genie. Cons It has strong security that makes it log out unnecessarily Review Source MSK Mohammad Salim K. Customer Support Analyst Retail Used the software for: 1-2 years ### "Efficient, Ease of access, Reliable" August 23, 2022 5.0 Good to use Pros Interface and ease of access, response time Cons customer profile management was not good Switched from [Gladly](https://www.capterra.com/p/156723/Gladly/) better management and integration Review Source Pramod N. Software Engineer Warehousing Used the software for: 6-12 months ### "Best value for money for your business" January 21, 2019 4.0 Overall ZohoDesk is definitely a trusted customer service softwares you can get for the money that you spend for your business. Support even is good and take up on priority for paid customers. Pros One of the coolest customer service softwares that you can use for your business. Zoho Desk has all combined features to an advanced level of workflows , automations, third party integrations and recently AI related stuff too Cons But it tends to be bit slow some times. Navigation needs to be refined about in terms of page load performance and overall functionality. Review Source ES Eamonn S. Customer UX Lead Financial Services Used the software for: 2+ years ### "Mamanging customer growth and issues with Zoho Desk. " March 22, 2021 4.0 Solving customer issues and recording solutions so they can be searched and shared on the Kb if the problem occurs again. Pros The ticketing interface and merging of tickets Cons The SAML setup is not as easy to integrate as expected. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Review Source SB Sevnur B. Sales Support Asisstant Food & Beverages Used the software for: 6-12 months ### "Easy to follow Zoho Desk" December 30, 2022 5.0 Since we first used Zoho, my general comment and impression are good. Each program has its own difficulty and learning phase. After completing the familiarization process, I think that it will meet our demands completely.I also liked their integration and Zoho helpdesk team very much. Pros Easy to set up, not difficult to use, and being quick in the follow-up process are some of my favorite features. As a sales asisstant, it has always been difficult to follow up potential customers and create a customer pool. Zoho provides us with convenience in this regard. It is also one of the best ways for companies to create CRMs without depending on the person. Cons Although my overall impression is good, sometimes using an application that has many features can be confusing. But I give ZOHO a chance in this regard. I believe that this confusion will pass as I learn to use it over time. Review Source AN Amr N. Technical Support Manager Information Technology and Services Used the software for: 2+ years ### "Easy and professional" November 26, 2019 4.0 It is a professional app which gives me almost all that I need to support our customers Pros It is very easy to use and setup. It has a lot of features to set all that you need for your working process. Workflow and supervise rules can help you with almost every automated rules you need The developing team is offering new features that will definitely help the administrator. Integration with a lot of helpful apps to fulfill your task in a better way ex. Telephone apps Cons Support is not as good as the product Can not deactivate new theme mode once it is activated. Sometimes Timer rules are not working Review Source JK Jim K. Customer Service Retail Used the software for: 2+ years ### "Zoho Desk is a useful tool for a customer service team with a large workload." March 24, 2022 4.0 The software works. It would be nice if some requested features were implemented faster. For example, many users requested a dark mode theme over two years ago. It just now has entered beta. Pros The uptime is close to 100%. The interface is clean. Search is solid. Cons Updates are slow, and feature requests take forever. Review Source VP Vig P. Managr Computer Hardware Used the software for: 2+ years ### "really good and smooth product" March 3, 2022 5.0 been using it for a while, like it Pros easy to use reliable stable no outage or hick ups Cons Not bad paoints, been using it for a while, like it, havent found any issue Review Source Srinivas R. Co Founder & CTO Events Services Used the software for: 2+ years ### "Zoho desk ideal for SMEs" October 25, 2018 5.0 good for small to medium size companies to manage customer support or customer success teams. Pros Ease of use , configuration management , features Cons customisation is a bit painful and doest work as documented at times Review Source MS Mario S. CEO E-Learning Used the software for: 6-12 months ### "Zoho Desk for customer support" June 21, 2022 5.0 Simply: all problems and questions since using Zoho Desk could be solved within a very short period of time and out of that you can create a database for the future. Pros At the (personally customizable) dashboard you can see all tickets. Cons Not very simple to start. There are so many possibilities and functions that it is overwhelming at first. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Price. Review Source Anderson C. CS Telecommunications Used the software for: 1-2 years ### "Best Help Desk Software" November 21, 2018 5.0 Pros We were looking for a good help desk software and Zoho covered all of our necesities. Cons A lot of recent changes that have damaged our existing configuration. Review Source RW Richard W. Director Computer Software Used the software for: 2+ years ### "Zoho Support Desk" November 3, 2022 5.0 Practical, able to manage tickets and support customers Pros I love the ability to manage tickets and offer remote support Cons None - The software is perfect for my business Review Source Ibrahim A. General Manager Used the software for: ### "I used Zoho Desk as an internal help desk system for my client: a leading bank in Palestine. " November 27, 2017 5.0 Pros The software is simple, and user friendly with ability to customize it. the main objective of software is mainly to mange customer service, but in my case, I used it for internal ticketing system for bank employees to send their maintenance requests to the maintenance officer. Zoho Desk contains a customer portal with minimum needed functions to send and view requests. I can customize the colors and tabs names and views. Contains lots of reporting views and lists in multiple filtering options. Cons I need the software in Arabic Language it will be more attractive to super users (agents) to add more options for branding the system interface. Review Source VR Verified Reviewer Vice President - Digital & Ecommerce Used the software for: Less than 6 months ### "Excited for Possibilities" June 12, 2018 5.0 being able to monitor the incoming requests and have a repository for them that isn't stuck in someone's email box is invaluable. I'm still learning the product but see a lot of potential. Pros We've implemented this as part of our processing department to process tech related requests. I can see the potential for revolutionizing and streamlining our department and am very excited. I'm still learning many of the features (which is why it is a 4 \* for ease of use and features - because I'm still trying to learn how to make the system handle all of our needs) Cons We need to be able to customize the notifications better - it seems like all agents are getting al emails and I haven't yet been able to figure out how to customize this. Also - several emails were duplicated into the system and it caused a bunch of duplicate tickets vs. putting them with the same originating one. Review Source AT Alban T. Ingénieur agronome Animation Used the software for: 6-12 months ### "Building strong relationship between clients" January 21, 2023 5.0 this software allowed me to boost my sales, and to establish a good marketing system. Pros this application allowed me to have excellent relationships with my clients and agents. With its ticket management functionality, I plan and manage customer requests more easily. With caller center, I manage to convert prospects to the potential customers. Cons as a user, I do not yet encounter any real problem in the use of zohodesk software. but the prices is low access for such software. Review Source SA Samuele A. Studente Investment Banking Used the software for: 6-12 months ### "Zoho Desk " February 26, 2023 4.0 Nel complesso però la mia esperienza con Zoho desk è stata più che buona Pros Il software presenta molti servizi e risulta quindi utile sia per le aziende che per liberi professionisti. Personalmente utilizzo maggiormente le piattaforme cloud che rende disponibili Zoho Desk. Cons Il problema che ho trovato fin’ora con Zoho Desk è stata l’interfaccia con l’utente che risulta complicata ed ha bisogno di assistenza per essere utilizzata Review Source VP Victoria P. Business partner Automotive Used the software for: 2+ years ### "Zoho Desk is a game-changer for our customer support. It's simple, intuitive, and keeps everything organized." December 19, 2023 3.0 Pros Seamless ticket management and a user-friendly interface make Zoho Desk a must-have for our team. Cons The reporting features could use some improvement, and we've experienced occasional glitches with the mobile app. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.