# Page 2 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Zoho Desk the right Help Desk solution for you? Explore 2213 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/169505/Zoho-Desk/reviews/?page=2 --- Zoho Desk 4.5 (2213) [View alternatives](https://www.capterra.com/p/169505/Zoho-Desk/alternatives/) 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 July 21st, 2026 # Page 2 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 26-50 of 2213 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CT Cristian T. Técnico de operaciones Banking Used the software for: 1-2 years ### "Experiencia con Zoho Desk" June 4, 2026 5.0 Resumo mi experiencia con Zoho Desk en un par de puntos: Es muy personalizable, pero requiere tiempo de aprendizaje y el segundo punto es que la relación calidad-precio del producto que ofrecen es inmejorable. Pros Lo que más me ha gustado de Zoho Desk es que convierte rápidamente en tickets los mensajes que me llegan de diferentes sitios como chats, correos, redes sociales, etc. Cons Lo que más veo como desventaja de Zoho Desk es que es un poco compleja la administración de la herramienta, también que tiene opciones ocultas (difíciles de ver) y que su soporte es un poco lento. Review Source DR Daniel R. Product Manager Automotive Used the software for: 1-2 years ### "Decent Support tool that shines with the Zoho Suite" October 16, 2025 4.0 Several years using Zoho Desk to give support for 3 SaaS for the Automotive industry in Spain, Portugal and Italy. Pros Decent support manager, that shines with the rest of the Zoho Suite, as it allows a very streamlined workflow, specially with Zoho Projects, Bugtracker and Analytics. Cons Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets. Also if you have several products and want to have different knowledge bases you just can use the Enterprise plan, which is expensive (no matter how many users you have). Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zoho integration with the rest of the suite. Review Source FB Francois B. Operation Manager Hospitality Used the software for: 1-2 years ### "Merges support channels with AI accuracy" August 25, 2025 5.0 The AI-powered responses, streamlined ticket pipeline and intelligent dashboards enabled me to have full control of support functions. I was confident that I can solve the queries in less time and with added context. Pros Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox. The ability to have Zia suggest that I should use smart tags and point to sentiment shifted my priority of your reply and my quality of response. Their customer service is better. And in my opinion its value for money. Cons There were some instances of bafflement and that Blueprint drag and drop would need some tweaking and tweaking before it obeyed the requirements of a complex automation workflow. Review Source PS Pereira S. Informatics Engineer Information Technology and Services Used the software for: 2+ years ### "Redefining customer service excellence, nurturing trust and loyalty among our customers with Zohodesk" March 20, 2025 5.0 Incorporating Zoho Desk into our customer service strategy remains to be the best decision we eve r made for our business. It enable us to deliver topnotch support experience. Zoho Desk equips our teams with robust tools such as multichannel support, efficient ticketing system, robust analytics etc which help us streamline our customer interactions and build lasting relationships with our customers. Pros Zoho Desk is easy to implement and enwrapped with a clear and easy to use UI. It also provide with a comprehensive customer service and help desk solution with features that enhance our customer interactions and team efficiency. I highly appreciate the ticketing system. It allows us to quickly sort customer tickets and organize our routine operations enabling us to attend and personalizing feedback for every enquiry without missing any. Zoho Desk has also empowered our customers to help themselves through the self service portal and knowledge base. They help customers find solutions for common problems as we are handling the complex issues. Without a hassle of multiple pages we receive and answers tickets through various channels e.g instant messaging, online forms, social channels and live chats. The context aware interface provides customer interaction history, ticket status, and ticket timelines for timely answers. Lastly Zoho Desk provide us with the best data protection for communication and customer data security. Cons The lower subscription plans are kinda limiting to businesses that need more flexibility because they lack customization options. Additionally, the customer portal cannot be customised or designed to match company's brand colours and consistency. Review Source GL Garcia L. Technology Solutions Manager Printing Used the software for: 2+ years ### "Simplified support with effortless setup of workflows." August 7, 2025 5.0 Zoho Desk enhanced our workflow and ticketing operations. We are now able to handle IT requests more quickly, keeping our equipment users happy and up to date. Pros Zoho Desk simplifies support ticket handling and workflows with easy setup so that my team can monitor issues and respond to chat discussions with users effectively without the trouble of setup. Cons Most features are easy to use, but managing data and tracking would be simpler, and customer support response lag is rare. Review Source KZ Katie Z. Owner Marketing and Advertising Used the software for: 6-12 months ### "Overall it is really easy to use and beginner friendly" March 27, 2026 5.0 Overall it is really easy to use and beginner friendly. And for the cost it meets the basic needs that I am looking for. Pros Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk. Cons It does feel like a very basic system and I wish that it did offer other things and more integrations within the Zoho Desk. Review Source ME Mona E. Microbiologist Pharmaceuticals Used the software for: 1-2 years ### "Zoho Desk Has Effective Capabilities that Makes It an Amazing Help Desk Tool" August 6, 2025 5.0 Pros Zoho Desk is an easy to set up help desk solution that has been working effectively. I like how reliable Zoho Desk's customer support team has been. Cons Zoho Desk is an effective and reliable tool. I have zero reasons to dislike the features of Zoho Desk. Review Source NT Narenthira T. Freelancer Marketing and Advertising Used the software for: 1-2 years ### "Zoho Desk: A Powerful Tool for Streamlined Customer Communication" February 14, 2025 4.0 The involvement in Zoho Desk has been amazingly quick and proficient in uniting client messages. Our group can use this stage to accomplish almost 100 percent client care inclusion. Besides, I can add or eliminate framework highlights depending on the situation to meet the group's prerequisites, and coordinate different functionalities in view of the organization's approaches. As of now, Zoho is exceptionally appropriate for my organization." Pros Zoho Desk is a client care device to oversee client questions and backing tickets from various channels like email, talk, informing, online entertainment stages, and so on is one of the best stage for giving client care administrations to the individuals who are utilizing your administrations or items and to give an answer for them. it works Consistently and effectively coordinates with other Zoho apparatuses, You can focus on the ticket and even make your own insight base in Zoho to computerize the reaction. In the event that any client raises a question, its man-made intelligence created Chatbot will answer naturally based on your insight base Cons Is by all accounts a sufficient tagging framework. My issue with the product comes from an improvement point of view. Attempting to use there Programming interface to get to end client usefulness is unimaginable without the SDKs which are unusable in a cross stage improvement framework. Review Source Ujjwal S. Hr Education Management Used the software for: Less than 6 months ### "makes customer support organized and efficient." August 21, 2025 5.0 Zoho Desk has been a reliable tool for handling customer support efficiently. it helped me to improve my management style faster and smooth. Pros Been using Zoho Desk for managing customer queries and it has made the whole process much more organized. the app is value for money , easy to use and clean interface. Cons Adavanced feature in chats take some time to set up , mobile app is functional but sometimes feels slower than desktop. Review Source CP Claudia P. Lawyer Law Practice Used the software for: 2+ years ### "My experience with Zoho Desk." June 2, 2025 4.0 Zoho Desk has enabled us to automate various processes from customer community management, Mobil customer care and contact centre integration. Pros The product has is easy tonuse and has very robust features. Simplicity and functionality of the software. Availability of exceptional customer care services. Cons Honestly, I have not experienced issues during implementation of Zoho desk. It is an easy to use software and has unlimited implementation and customization. Review Source Greg R. Customer Success Manager Education Management Used the software for: 1-2 years ### "A good system - not super intuitive" October 28, 2025 3.0 I've used Zoho Desk a ton, probably over 1000 hours and it's a good system. It has a lot of bugs and odd idosyncrasies, but it is one of Zoho's more effective systems. Pros I like Desk and I'm able to do most of what I need to. It's an extremely extensive system and Zoho is constantly working to improve it. Cons Desk has a couple of primary issues: 1. It doesn't auto-refresh tickets well. 2. The sounds for tickets are really bad and can't be changed 3. The back end settings are confusing and a lot of them lack user friendliness Review Source JO John O. Finance Officer Non-Profit Organization Management Used the software for: 2+ years ### "What I Know about Zoho Desk" January 20, 2025 4.0 Pros Zoho Desk makes it super easy to deliver customer experiences via real-time live chat and audio calls. Cons Zoho Desk is cloud-based and it is only premium, thus it has no free version. Review Source PNK Peter N K. Cyber Security Engineer Computer & Network Security Used the software for: 2+ years ### "Elevate your customers experience with Zoho Desk, a ten over ten software." January 25, 2025 5.0 Incredible experience like no other. My all-time partner. Pros Make communication proactive with Zoho Desk. It has a very easy to use user interface, very easy to use. Ticket management and real time alerts and notification makes Zoho Desk our top priority. A game changer you ought to try. Cons Let's learn to focus on the positive side, Zoho Desk can never let anyone down. Switched from [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) LiveAgent's free plan lacks some features. Review Source EDJM EUTIMIO DE JESUS M. impresion Marketing and Advertising Used the software for: I used a free trial ### "Asistencia remota, acceso desatendido" October 8, 2025 5.0 demasiado bueno, le daría 9 de 10, super comodo para trabajar, no hay necesidad de compartir Codigas para acceder a una computadora remota Pros super fácil de usar, intuitivo, rápido, estable y excelente Herramientas, facilidad para compartir archivos Cons alto costo, Debería tener mejores ofertas para personas o empresas, que requieran asistencia de uno a 5 equipos. Review Source Robert P. Owner Electrical/Electronic Manufacturing Used the software for: 2+ years ### "ZOHO Desk Two Thumbs Up!" April 8, 2025 5.0 Been great for our support ticket tracking. Pros Lots of flexibility to manage what works best for your business. Cons I do not really have a least thought at this time. Review Source Kaylie D. Chief Human Resources Officer Hospital & Health Care Used the software for: 1-2 years ### "Efficient collaboration software." January 3, 2025 4.0 Our clinics have grown a lot and we have significantly increased the number of employees and professionals working with us, for this and other reasons of administrative streamlining we decided to implement Zoho Desk, which with its features allowed us to facilitate collaboration between employees. We created a ticketing system that allowed us to prioritize employee requests and reduce response time. We created an employee portal where they can find frequently asked questions and report problems. Pros It is a necessary tool to facilitate excellent synchronization and communication between employees. It has a well-designed interface that is pleasing to the eye. It allows you to keep track of the problems that arise in each department of the company and respond more effectively. Cons It is an efficient product and so far we have not had any major problems. Review Source LL Leslie L. Office manager Hospital & Health Care Used the software for: 2+ years ### "Still zoho" July 26, 2026 5.0 Hasn’t changed much except the live really time connection. Best part of having the screen share feature. Pros On screen take over by the rep. It helps they are able to see in real time the trouble you are experiencing. Cons The connection is the worst part. And some of the reps don’t solve the issue without having to create another ticket. Review Source RB Rian B. Technical Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Organized ticketing for IT support" April 17, 2025 4.0 It allows me to respond faster to support tickets and ensure our small team never misses a critical client IT ticket. Pros I like the ticketing system in Zoho Desk, which allows me to easily track and prioritize client IT problems and keep them organized on one place through email and chat. The integration with Zoho CRM lets me view customer details without needing to leave app. Cons Ticket statuses in the mobile app are sometimes slow to update, and that’s annoying since I’m fixing things on the go for Artamara’s clients. Review Source RM Rebotile M. IT Manager Information Technology and Services Used the software for: 6-12 months ### "Zoho best review" July 1, 2025 5.0 It's user-friendly, affordable pricing and i was able to improve my workflow. I had a wide range of features and customization options. Pros I was allowed to create a custom tickets without hassle. Zoho has knowledgeable features that enable to create self service for customers. It has user-friendly service that i find it helpful. Cons I had issues with integration with certain third-party apps. The upgrading of higher plans to access certain features. Review Source vP ville P. Specialist Translation and Localization Used the software for: Less than 6 months ### "Zoho review" February 6, 2026 4.0 Overall, Zoho Desk has been a game-changer for our support department. It allowed us to transition from a messy shared inbox to a professional, automated ticketing system. Pros Robust Omnichannel Support, Powerful Automation (Workflows & Blueprints), Deep Zoho Ecosystem Integration, Self-Service Capabilities, Zia (AI Assistant), Excellent Value for Money Cons Steep Learning Curve & Cluttered UI, Advanced Features Locked Behind "Enterprise", Performance & Load Times, Walled Garden" Integrations, Limited Mobile App Review Source BJ Bijo J. System Admin Computer Software Used the software for: I used a free trial ### "A Powerful and Flexible Support Tool with Room to Grow" June 23, 2025 5.0 My overall experience with Zoho Desk was positive. It provided a robust set of tools for managing customer support, including ticket automation, SLA tracking, and team collaboration features. Pros The best part of Zoho Desk for me was its customization options. I could tailor the help desk to our team's exact needs, from workflows and layouts to automation and reporting. Cons While Zoho Desk offered a lot of useful features, one thing I liked least was the learning curve for setting up advanced automation and custom workflows. Review Source TC Taylor C. Sales Operations Hospital & Health Care Used the software for: 6-12 months ### "One Dashboard to Rule Them All" April 19, 2025 5.0 Zoho Desk changed how we work with customers. It's easy, professional, and keeps everything organized without needing extra tools. Pros I love how smooth the whole system runs. It’s simple to get used to, and I can train new team members without a long learning curve. Cons Free plan is nice to try out, but it’s quite limited if you really want to do more serious support work. Review Source SR Steven R. CEO Marketing and Advertising Used the software for: 6-12 months ### "Great product for syncing teams and clients" September 20, 2019 5.0 We love it. easy to use and it syncs with the crm so we can easily see what we are doing for clients. Pros The ability to have clients open tickets and be able to assign multiple tasks to different team members Cons trying to figure out the best plan with all zoho products. This is simple to figure out with their pricing but they do have a lot of apps we use so knowing what we need is probably the most difficult part. Review Source AA Aditya A. Customer Service Representative Consumer Services Used the software for: 6-12 months ### "A Support hub for all customer queries funded." April 9, 2025 5.0 It is effective for me in my work because I can speed up service by dealing with support requests, so clients can get faster answers and be satisfied. Pros I love how easy Zoho Desk makes it to follow and respond to customer issues; I can see all the tickets on one dashboard. Cons The setup is a little overwhelming for me. there are just so many options to customize that it took me a while to get it just how we wanted it. Review Source VR Verified Reviewer board member Information Technology and Services Used the software for: 6-12 months ### "Zoho Desk Review " January 25, 2025 4.0 the setup process was straightforward and fast, There were videos to assist in setting up Pros easy to use CRM, works well with other software integrations Cons quite expensive for the enterprise plan, it had all the features we wanted and I pretty much had to pay for it Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.