# Page 19 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 19 - Is Zoho Desk the right Customer Service 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 19 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 451-475 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PR Praveen R. Software Engineer Information Technology and Services Used the software for: 6-12 months ### "A user-friendly CRM" August 18, 2018 4.0 Pros This application has made the proceedings with customers easier. When Zoho CRM and Desk are integrated, it is literally heaven. Being user-friendly, even beginners can deal with the working. Every ticket could be tracked. Also, a ticket could be generated even with a live chat with a customer! Not many applications let users make such a deal. Cons English is the only language supported by it. There is no choice of another language. Even though ticket generation is an upside, however, one cannot generate a copy of it. Also, once named, one cannot change the name of the company, not even in emails. You can’t edit the fields. Everything remains as it was set up in the response widget. Also, there is no way to deal with spam. And, since no other languages are present, translations can be time-consuming. Review Source Madhusmita B. SuccessFactors Employee Central Analyst Mining & Metals Used the software for: 1-2 years ### "Collaborative,user friendly" October 11, 2017 5.0 Pros Collaborative,user friendly,customisable,easy to track customer issues and Knowledge base helps future reference of solutions Cons Server Down time,sometimes tickets are going to spam folder,while extracting report it only allows to extract last 180 days not all data Review Source VR Verified Reviewer Office Coordinator Consumer Goods Used the software for: I used a free trial ### "Just getting in but loving it so far" March 30, 2017 4.0 Pros Ease of use and having everything in "one house" so to speak. We use the CRM model and it is nice to transition easily between all of our apps. Responding and organization of tickets has been good so far ( a few tweaks I'll detail below) Cons So this could be that we are still getting into everything but we wish there was a feature that allowed us to easily filter our spam. For example we have social media info come into the same email account and it would be nice to have filters for that. It could be that we just haven't figured it out. If that's the case, we wish they had an onsite training available or a dedicated individual to go to with questions, especially during the trial period. The individuals we have spoken with haven't all been the most helpful! Review Source DO Daniel O. IT Coordinator Chemicals Used the software for: 1-2 years ### "Zoho Desk is complete" April 13, 2023 4.0 Pros Blueprint and workflow rules, they are very helpful to configure and control every step of our process Cons Price, is expensive. And others feature that we don't wanna keep for our agents. Review Source SK Shubham K. Transcriptionist Entertainment Used the software for: 2+ years ### "Best one for managing customer services." January 8, 2026 5.0 My experience have been great and the introduction of AI agents too it to next level. Now it is very easy to use them and get tasks done easily. Pros Customised workspace, easy integration, no lockin problem and compliance with all laws by default is a plus Cons There is not much to mention about cons but yes their UI is still not upto the mark if I compare it with any other industry standard software. Review Source TB Thaina B. Gerente Building Materials Used the software for: 6-12 months ### " Using Zoho Desk Software" January 5, 2023 5.0 Very good cost benefit for the result that the software delivers. Pros Zoho Desk is an easy-to-use and very complete customer service software. It has several tools to build customer loyalty. Cons It's usually very slow, pages take a while to load. Reason for choosing Zoho Desk Custom reporting features, automation rules, affordable price. Review Source VR Verified Reviewer Director of IT Services Insurance Used the software for: 2+ years ### "Zoho Desk" May 5, 2020 5.0 Pros The basic features are free to use. Fulfills my needs Cons Advanced features require paid subscription Review Source najmus saqib S. Relationship Executive Banking Used the software for: Less than 6 months ### "Review about Zoho Desk" April 14, 2023 4.0 Pros This app is super easy to use. You can use it for customer management. This app is helpful if you are running a small business and wants to track online orders. Customer support is incredible good Cons Sometimes this app lags. May be i have a weak internet connection Review Source parul K. Executive II (Quality Department) Computer & Network Security Used the software for: 6-12 months ### "Software for providing excellent customer service" December 8, 2018 5.0 Pros There are multiple features in zoho that makes it must use software. It has ticket management, self service, automation, agent productivity, customization and most important it provides security. It is always ready to accept the mode which customer chooses to open a ticket. It is a multi-brand service provider.You can organize your company's infrastructure. You provide all the options to the customers to communicate with you like phone, mail and live chat as well. It has an AI called as ZIA which provides faster resolution to the customers after talking to them and analyzing their sentiments. Cons It is the best software ever so we can ignore its little issues as developers continuously remove every error before its becomes a large issue. Review Source MM Mauricio M. BDR Information Technology and Services Used the software for: 6-12 months ### "Felxible and secure" March 7, 2021 4.0 Zoho desk has filled a gap in our organization and we've grown with it, applying its tools beyond just IT. Pros The tool is very flexible to address just about any ticketing/request use cases. It's been a game-changer for our IT, finance, and legal team. Cons There are so many features that it's tough to onboard team members quickly. The training part of it isn't as user-friendly as we'd like. Review Source MY Marco Y. Consultant Marketing and Advertising Used the software for: 1-2 years ### "The main point of customer support in our company " April 3, 2023 5.0 Pros The work with the tickets. And I like the clarity of the user interface. Cons We haven't encountered any problems with the app yet. Review Source VR Verified Reviewer Founder Information Technology and Services Used the software for: 1-2 years ### "Excellent Product. value for money." June 22, 2017 3.0 Pros \- Ease of doing business - Ticketing tool - Escalation rules set up ease - Migration is smooth - free version Cons \- pathetic customer support - Bugs - Unreliable for tickets generating through mails - Problem with big attachments in tickets. Review Source Benjamin D. Technical Support Officer Used the software for: 6-12 months ### "As a small business it really help us to organize and keep track of our customer problem." July 26, 2017 5.0 Pros The feature that I really enjoy about this feature would have to be the automatic notification that is sent to our customer stating that we received their tickets and assigning that person a ticket number and that it is customizable. Cons I like everything this software has to offer. Review Source Leena A. CEO Information Technology and Services Used the software for: 1-2 years ### "Good and Easy to use Desk" January 8, 2019 5.0 Pros Its easy to use, Easy to set up and mainly its cloud based so no issues of any downtime or upgrading month on month Cons You need to make sure you take your back ups so you have data with you incase you wish to move to some other service provider Review Source GR Grietz R. Senior Business Analyst Outsourcing/Offshoring Used the software for: Less than 6 months ### "The Online Library" September 14, 2021 5.0 I am very satisfied with Zoho Desk because it helps in maintaining a single source of truth that the management staff and employees can access for any procedure manuals, memos, templates and so much more. Pros I like the 3 - tier sub-levels you can set up that make categorizing articles very comprehensive. Cons None so far. The tool is comprehensive in that it can accommodate Knowledgebase and Customer Support. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zoho Desk I chose Zoho Desk because of its comprehensive 3-tier sub levels which in Freshdesk is only 1-tier. Review Source Trevor W. Chief Executive Officer Computer & Network Security Used the software for: 1-2 years ### "Absolute Best" December 3, 2017 5.0 Pros Extremely easy to use. Easy to setup. Same features as Salesforce and other big names. Integrates nicely into other Zoho products. Cons Can be a bit pricey for a small company. Can get a little confusing when integrating into several programs. Review Source VR Verified Reviewer Founder - Executive Director Management Consulting Used the software for: 1-2 years ### "Awesome Help Deck for Managed Services" February 20, 2019 5.0 It's been a great experience, our clients love it and so does our team! Pros great platform that provides a solid user experience to interact with clients and track / find issues Cons It's sometimes hard to create reporting to show detailed analytics of the tickets Review Source Mahmud E. Senior Consultant Used the software for: 6-12 months ### "Great help desk product " March 27, 2018 4.0 Pros It's too easy to use and setup. It will give you a great opportunity to start your professional customer service to work with your clients easily. Mobility and flexibility is amazing on the Zoho Desk. Highly recommended application. Cons But, Zoho Desk has lack of the integration with other softwares. And I suggest navigation bar and fuctions can be placed to easier areas for new learners. Review Source SA Samuel A. Software Telecommunications Used the software for: 1-2 years ### "Great Tool for Ticket Management" June 2, 2023 5.0 Pros Zoho Desk shines as a communication and ticket management tool, streamlining interactions and ensuring each technical issue is addressed promptly and thoroughly. Cons Lack of user alerts for ticket handovers, and difficulty in sorting tickets by account. Review Source Hemandra K. Used the software for: I used a free trial ### "I find it that it may be useful tool for my service business for management and revenue generation" August 24, 2017 4.0 Pros it is s a good synchronisation software. It´s easy learn to manage. You can view all your tickets. Save time. Dashboard are easy to understand. Task entry are allowed in tickets. Cons Contracts are difficult to link with the tickets. Tasks associated with the tickets if closed on mobile phones closes the entire ticket. Issue is that if we create an contract for AMC & we add task to same creates issues if we close the task ,the ticket closes. In free trial we get the enterprise version but we may plan for professional version also during that time we may we out of some features using today. Actually we also need a coordinator support in INDIA to call and get our problems solved. We spend lot of times calling given numbers. Review Source CT Carl T. Customer Support Manager Information Technology and Services Used the software for: 2+ years ### "Engage with clients effortlessly with Zoho Desk" January 29, 2019 4.0 The time and effort, compared to the cost is totally worth it. Pros Very easy to setup, and configure. You setup information about your business, then upload your clients and contacts. You setup permissions for your teams, and our groups, along with products being support. Once configured you can easily track request from email, and phone, along with engagement on twitter and Facebook. Cons Support could be better. Sometime you may need to ask a question twice to get a proper response. Review Source Issifou S. Gestion clientèle Program Development Used the software for: Less than 6 months ### "Excellent outil" August 25, 2023 4.0 Pros Zoho Desk un excellent logiciel facile à utiliser. Son interface utilisateur très intuitive avec des fonctionnalités d'automatisation innovante. Cons Zoho Desk est un meilleur logiciel surtout lorsqu'il est synchroniser avec Zoho CRM, mais un peu coûté Review Source VR Verified Reviewer Senior Director UX & Strategy Used the software for: Less than 6 months ### "Fairly functional and allows for many customization however it takes time to setup correctly" January 15, 2018 4.0 better support resolutions for customers and end users. Pros This software allows for many customization options if you spend the time trying to get things configured properly however its takes a very long time to figure out how to configure the system correctly. Cons The cloud based application is very functional however in terms of getting the system to preform specific functions and to properly customize/brand it to meet corporate needs the system is defiantly in needs of improvement. Be prepared for poor documentation, support taking far too long to resolve problems, settings are not intuitive and although it has many customization options as well as scripting capabilities they basically don't provide any example scripts and support wont help. Review Source SG Shubha G. Customer support E-Learning Used the software for: Less than 6 months ### "Zoho Desk is Ease to use,Customer Service " September 20, 2023 5.0 Pros Zoho Desk is Ease to use,Customer Service. Cons Its early to say. We are using from past 3 months Review Source Harry O. Technical Manager Used the software for: 6-12 months ### "Zoho desk creates a great solution to manage your request workflow." October 30, 2017 5.0 Cloud workflow system Pros Add company branding Access with email, phone, txt, and web. Dashboard on activity has been very intuitive. Chat help feature with Zoho support team is very responsive. Cons Paying extra for reporting add-on. Also creating a workflow to discard requests if they have a certain subject would be helpful. You can auto close them but they still show up in the reporting. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.