# Page 20 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 20 - 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 20 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 476-500 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use WS Wiktoria S. Content Media Specialist Consumer Services Used the software for: 6-12 months ### "Wonderful alternative!" December 11, 2023 5.0 Pros This tool is very easy to use! I recomend this for everyone. Sheets are very transparent. We have a lot of space. Cons Everything is fine. I didn't have any problems with Zoho Review Source VR Verified Reviewer CEO Internet Used the software for: 1-2 years ### "Zoho Desk it's the best application I've ever used" December 27, 2022 5.0 Zoho Desk it's the best application I've ever used Pros Zoho Desk makes it easy to manage tickets and has an easy to use interface. It has very good CRM features Cons since I use Zoho Desk it works fine for me.I haven't had any complications yet Review Source DO Daniel O. IT Manager Chemicals Used the software for: 1-2 years ### "Zoho Desk is complete" March 7, 2023 4.0 Pros The feature we like most is Blueprint, which is very helpful in controlling the process. Cons It is expensive for small businesses. And the blueprint isn't available in the starter plan. Review Source VR Verified Reviewer Quality Coordinator Mining & Metals Used the software for: 1-2 years ### "Zoho has helped our teams to automate and increase our productivity" May 23, 2017 5.0 Pros The ability to automate - we run daily reports, these have become an automatic task. We are able to track our work and look for 'Bottlenecks' in our process. From here we can fix any issues and increase our productivity. Review Source VR Verified Reviewer Chief Executive Officer Computer Software Used the software for: 1-2 years ### "Zoho Desk keeps us on track" December 4, 2018 4.0 Very good. Using for all our support tickets and interactions. Pros Very easy to setup, use and nicely priced. You won't need any training to begin to get benefits from it. Cons Not the prettiest thing -- a bit stark; but keeps the clutter down. Review Source Gagandeep Singh S. Co-Founder Used the software for: Less than 6 months ### "Moved from HelpScout and Groove to Zoho Desk" October 23, 2017 4.0 Helped us bring our cost down per month. We are also using it for our support and ticketing desk and our team is loving the interface - while there are short comings this is working perfectly fine for us. Our biggest win has been the pricing and the teams efficient communications with our team when rolling out this solution. Pros The Pricing was the first attraction but their team's support and interaction was what made us switch. Cons The front end is really heavy - I love using Zoho Desk on the App as that is more how a 2017 software should work, other than this setting up was a bit of a challenge but now things are moving nicely. The only downside that we see is not having standard replies properly done - there are snippets and templates - but canned replies is missing - that hits a bit. Review Source SW Sowe W. director Oil & Energy Used the software for: I used a free trial ### "Great app! " January 20, 2023 4.0 Pros It's a great software for customers services in many different ways . Cons Wish it was a bit more user friendly . and makes it more easier to set up. Review Source RC Riccardo C. Commerciale Consumer Electronics Used the software for: 6-12 months ### "Buon prodotto per la gestione dei ticket" December 9, 2022 4.0 Cercavamo un software per gestire i ticket di assistenza provenienti dai nostri clienti e avevamo bisogno di qualcosa che fosse completo e permettesse di gestire sia le chiamate che i ticket online e convogliare tutto in un unico contenitore. Zoho è il prodotto che abbiamo preferito. Pros interfaccia grafica semplice ed intuitiva, velocità di utilizzo, completezza delle funzioni, possibilità di interagire e scambiarsi messaggi e ticket tra più utenti aziendali. Cons Un pò complesso da utilizzare e molte guide non sono in lingua italiana Review Source Alexander E. Sales Manager Wireless Used the software for: 6-12 months ### "Improve our efficiency" September 22, 2017 5.0 Pros Zoho Desk allowed us to be more organized and solve our customers issues much fasters. Friendly interface and great integration with other solutions. Cons A little hard to setup at the beginning. The tutorial videos are a little bit short and there are so many things that can be done with ZD that sometimes you don't find the correct material so set it up properly. Review Source Kissy U. Auditora de Procesos Used the software for: 6-12 months ### "a nice and easy form to keep to hand all issues like task and bugs that I and my team needs resolve" May 17, 2018 4.0 to organizacion and distribution of task in the team, control of bugs and take the time in the resolution. Our costumers have his ticket number for his issues and can identify clearly the case. Pros task and issues organizate It´s haveviews more practices and cleans easy to use it´s intuitive software. Cons I can´t see any cons but i can say that it´s needs a dasboard to show metrics about issues by status. Review Source MFC María Fernanda C. Coordinator Marketing and Advertising Used the software for: 1-2 years ### "Zoho DESK-great for support and post sale integration with other Zoho APPS" March 20, 2026 4.0 Pros They have worked a lot on improvements, the value for money is still pretty good. Additionally, the fact that it is synced with other Zoho Apps makes the difference . Cons some features, specially the AI only works with a lot of data. Some features are also confusing to know if it is the right one vs other features in Zoho apps with similar purposes. Review Source AA Atulinda A. camera operator Entertainment Used the software for: 6-12 months ### "Easy to set up and start solving tickets" December 2, 2022 5.0 We use the tool to solve tickets and develop solution articles for our clients Pros Zoho desk is easy to implement and set up, i like the help center which you can easily customize to meet your brand needs if you are on professional plan and the ability to merge tickets help in merging similar tickets from the same clients into one and solve it right away Cons Its products are charged independently unless when you choose Zoho one which comes with all application in enterprise plan but would cost you a lot of money to use the enterprise plan which affects ROI of the company Review Source Pratik H. Associate Project Cooordinator Information Technology and Services Used the software for: 6-12 months ### "Robust solution for Ticketing System." January 14, 2023 4.0 Pros The ticketing system is amazing, It is easy to use, easy to track customer queries, Also case number is generated once we log a case. Cons The software is really good and should definitely go for a licence. Review Source Reza A. Used the software for: Less than 6 months ### "Very easy to setup. Implement your customer service strategy immediately (or is as long as it takes for you to sign up for Zoho Desk)" May 12, 2017 4.0 Pros I like that the setup was easy. Within less than an hour of signing up, I was already communicating our company's brand new support site as well as support email. I also like how easy it was to map to my website sub-domain. I've checked everything else and we always go back to Zoho Desk. I also like the tight integration with Zoho CRM. I've always thought that a Help Desk app and a CRM app needs to be seamlessly integrated. Cons I've read a lot of reviews on Zoho Desk, some of them negative. For me, Zoho Desk fits our purpose perfectly. if I were to be nit-picky I am still not 100% confident about the notification delivery in case of new tickets, resulting in me checking the app once in awhile. Review Source JM Julien M. Consultant Web Marketing and Advertising Used the software for: 2+ years ### "Très bon outil de gestion de relation clientèle" February 12, 2023 5.0 Pros L'outil est bien pensé pour effectuer du tracking poussé sur les demandes entrantes. De plus, l'historique de chaque lead/client est très avancé également. Cons L'ergonomie peut laisser parfois à désirer et il est difficile de retrouver ce que l'on souhaite (même via la recherche) Review Source VR Verified Reviewer Software QA Lead Computer Software Used the software for: 6-12 months ### "ZohoDesk is used for customer support tickets in my current company" May 30, 2018 4.0 Pros I like how easy it is to customize ticket statuses, templates, and tags that are helpful for reporting on customer needs and common calls to drive product improvements. Cons The customer support is not great. I've ended up having to explain the correct answer to the representative I'm working with after they have led me in the wrong direction in the past. Review Source VR Verified Reviewer Chief Executive Officer & Founder Used the software for: 6-12 months ### "Very happy with using Zoho Desk. We increased our productivity and efficiencty" October 26, 2017 4.0 Pros The best thing with zoho desk is how easy it is too use. The autocompletion and suggestions from the knowledge base is perfect for everyday use. Cons The most annoying thing for us is that there is so much integration in the software so it becomes a bit annoying. We are also a small company so the price is a bit to steep for us to freely buy agent seats. Review Source SB Susana B. CFO / Admin Construction Used the software for: 2+ years ### "All apps & programs from Zoho seem to effortlessly flow from one app to another." May 10, 2017 5.0 I was able to get a better handle on my residential customers and commercial clients. There were no more missed work orders or estimates. Pros I love how all programs tie in to eachother. The apps and programs are easily accessable. Manuevering through these apps is easy. Cons There are a lot of ins and outs. I wish there was a class or instruction on the web that we can access for training purposes. I want to get as much out of these programs as possible. Review Source nL nzai L. project officer sanitation and hygiene Civic & Social Organization Used the software for: 6-12 months ### "handle clients complains online " July 14, 2023 5.0 using the application has helped us to look more professional in reporting based on statistics generated Pros zoho desk is so easy to use, I like the ability to manage clients using live chat, email, and phone features. its analytical reporting tools make good for use to generate statistics bases for management Cons zoho desk is hard for new users such as getting user permission, and user tiers, and still lacks option for alert of coming ticketing of issues Review Source VR Verified Reviewer marketing assistant Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Zoho Desk has been a lifesaver for our live chat support" July 17, 2023 5.0 Pros I love how easy it is to set up! Within minutes, I had my live chat widget up and running on our website, ready to tackle customer queries like a pro. Cons It'd be great if they could add a few more customization options for the chat widget's appearance Review Source sJ saurabh J. executive Consumer Services Used the software for: 1-2 years ### "zoho social" December 1, 2022 5.0 my overall experience with this aplication is good, and i really enjoy to work on this application. Pros features are easy to understand, easy to use Cons not really, i like everything about this aplication. Review Source VR Verified Reviewer Founder Computer Software Used the software for: I used a free trial ### "Integrated ticketing system for QuoteSpace.co" April 23, 2017 5.0 Pros We have recently launched QuoteSpace.co which is a rule driven quotation system. We've plugged Zoho Desk into the back end of our system to enable us to provide responsive support to our customers and to build our online knowledge base for them to access useful information about how to use the system. It was useful being able to map our company domain. Using Zoho Desk meant that QuoteSpace could focus on product development over support systems and get to market more quickly. Cons It took a little while to find a couple of the settings because they weren't in the most intuitive places but most of them were found easily enough and the support documents helped us find the rest. Review Source AG Akram G. chef d'entreprie Management Consulting Used the software for: I used a free trial ### "Analyse de l'utilisation de Zoho Desk pour la gestion du support client en temps réel " March 19, 2023 5.0 Pros la facilité d'utilisation de la plateforme, ainsi que la capacité à centraliser les interactions avec les clients via différents canaux, tels que la messagerie en temps réel, les e-mails et les réseaux sociaux. Les fonctionnalités avancées telles que l'automatisation des tâches, la gestion des tickets, la personnalisation de l'interface utilisateur et l'analyse des performances ont également été appréciées par les utilisateurs. Cons les fonctionnalités de personnalisation limitées et des des difficultés à intégrer le logiciel avec d'autres outils de leur stack technologique Review Source LJ Luis J. Used the software for: 2+ years ### "It's great!" April 25, 2017 5.0 Pros I have been using Zoho Desk for a while and it's a game changer. Easy to use and with amazing support. Once you get used to it, you will love it. Using Desk changed our company for good since we can have in one place, the way we interact with our customers and vendors. Cons Not that much, the new desk improved a lot the experience. Probably to be faster but I am suing very low connection. So, not sure Review Source Can A. sales manager Retail Used the software for: 1-2 years ### "salas manager" November 17, 2022 4.0 Pros zoho is very simple and easy to use for retail Cons one of the most basic system that can anyone use Review Source Talk to a Capterra advisor for free and get results within 15 minutes.