# Page 21 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 21 - 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 21 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 501-525 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ahmet Fatih Y. School Principal Education Management Used the software for: I used a free trial ### "Overlooked but gold" September 5, 2022 5.0 Pros I like how it is simple and efficient in document creation. Has numerous options when you want to integrate cloud services. The free version offers a lot. Cons The layout can be hard to get used to after being toxinated by common stars of office programs. Review Source KT Kalpana T. HR Consultant Human Resources Used the software for: 6-12 months ### "Zoho is a effective support system for customer services " December 25, 2022 3.0 We have been trying Zoho Work area for quite a while and we can say that the underlying setup is easy to the point that in several hours your IT office will be working with this device. Before Zoho Work area, we utilized other help programming, yet the setup and revealing device needs a ton of design and backing from a specialist in the device, to get the maximum capacity, not at all like Zoho Work area which in couple of steps improves on the execution . Pros Zoho Desk can be customized as per business needs. It is a very effective tool to support sales support and tracking of sales, customer satisfaction and ongoing customer support Cons It is a good software and at present it has served our requirement Review Source VT Vikram T. Doctor Health, Wellness and Fitness Used the software for: 2+ years ### "Awesome product" July 25, 2022 5.0 Great experience Pros I liked everything about this product. Every feature is very useful. Cons I can not think of any feature that I dislike. Review Source VR Verified Reviewer Director of Security Operations and Technology Security and Investigations Used the software for: 6-12 months ### "Workplace Automation Made Easy" January 9, 2018 5.0 Pros \- Easy to get started with - Intuitive for our employees - Free Version has enough features to be useful, and has made us confident that it will work before we purchase additional features Cons \- Lowest tier subscription is priced high - Color scheme could vary to allow the ticket data to stand apart from the rest of page Review Source Michael D. Lead Security Technologist & Sales Engineer Information Technology and Services Used the software for: 6-12 months ### "Great Toolset for small business" August 30, 2017 4.0 Pros Zoho Desk was simple to get started and easy to customize. It was light years ahead of any of the other competition for the small business. Cons Limited trial compared to others. There needs to be a better way to find out which version is really right for the organization and that is extremely hard in a short time frame. Review Source SS Shannon S. Functional Analyst Information Technology and Services Used the software for: Less than 6 months ### "Fantastic for Ticket Management" December 9, 2022 5.0 Extremely positive. One of the best ticket management systems I have used. It is intuitive, links to other software's, and has kept up to date with new technology. Pros Has a much more updated and current user interface than other ticketing systems I have used. Very convenient how the time tracking feature can be linked to automatically track hours in a company's HRM software as well. Cons The attachment button in emails is located in a separate corner of the screen than any other formatting things for the emails, which is slightly confusing to find. Review Source VR Verified Reviewer Director of Business Development Information Technology and Services Used the software for: I used a free trial ### "Easy to set up and use" June 9, 2022 5.0 Pros Zoho is undoubtedly evolving as a market leader in providing suite of business apps on SaaS model. Zoho's interfaces are easy to understand and use, and does not require lots of training for the administrators as well. Cons Ease of use, constantly evolving features, fast and secure. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source IY Irfan Y. Sr. Consultant MIS Health, Wellness and Fitness Used the software for: 1-2 years ### "Best Remote support" October 13, 2022 5.0 Pros What I like about the software is it's really helpful and fast. Cons Could have done some changes but it could be more efficient. Review Source MS Mehdi S. Shahmehdi009@gmail.com Staffing and Recruiting Used the software for: 2+ years ### "Good ticketing tool" November 1, 2022 5.0 Pros When you raise the ticket through it, it sends an confirmation email. Cons No cons I can think. It is a great ticketing tool. Review Source Marques C. Marketing and Group Sales Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "Great Option for Collaboration" April 16, 2018 5.0 Pros We needed a unique customer service software that would allow vendors outside of our organization to have access to collaborate on tickets, while not providing them complete access to our system nor the ability to communication with customers directly. Zoho's Light Agent feature was the perfect solution. With the paid subscription for Zoho Desk, you can add as many Light Agents as you need which allows you to provide the best service possible to your customers. Cons I am interested in the Zoho One suite for our organization, however you cannot have Light Agents limited to one product at this time. But I do believe the company is working on this as well. Review Source CK Chris K. Customer Service Support Team Lead Used the software for: 1-2 years ### "Great Option for Small Business" October 13, 2017 5.0 Pros Zoho Desk has the majority of features found in the "Big Name" apps and the price is better - and our team has found the functionality to be better as well. We switched away from Zoho to one of the other "Big Name" apps and switched back after 30 days. Zoho Desk is amazing. Cons Would like Zoho Desk to have better integration with Shopify. We were lured to another "Big Name" app because of the bridge that connects their 'desk' with Shopify customer records, that was a nice feature, but overall Zoho Desk won with usability and functionality. Review Source VR Verified Reviewer Director - IT and Engineering Security and Investigations Used the software for: 6-12 months ### "This is a great product!" July 19, 2017 4.0 Pros How easy it is to open tickets by sending an email. Once the ticket is open, I can easily assign it to the correct agent. Cons Sometimes the interface opens multiple tickets and a few times it has added my email to an existing ticket even though I wanted to open a new ticket and sent in an email with a new subject. Review Source Paul H. Product Manager / Solutions Architect - Cloud Telecommunications Used the software for: 6-12 months ### "Easy to use, feature rich helpdesk software" September 15, 2017 4.0 Pros Integration into CRM platform so agents can access all customer data easily Setup was a breeze and we were up and running in less than a day Cons Out customer URL doesn't have a certificate, so keeps showing the site is not secure. The integration into Office 365 was a bit tricky, but we managed to get it working Review Source RS Rafael S. CIO Information Technology and Services Used the software for: 6-12 months ### "Great for MSP's" August 8, 2020 4.0 Fantastic and easy experice, fast to set up and customize. Pros It's simple, and fast to learn. Most softwares for ticketing systems could take a lot to setup, not the case for zoho desk. Cons Searhing for help could be combersome at the begining. Easy to navigate around. Reason for choosing Zoho Desk Easy setup and running for operations and price. Review Source VR Verified Reviewer Customer Service Representative Consumer Services Used the software for: Less than 6 months ### "Zoho Easy to use Promising software." November 23, 2022 5.0 It's sure and promising Assuming that you are searching for proficiency in your tasks. Zoho is it! Pros It has permitted us to deal with the correspondence and follow-up of any specialized issue with clients, supplanting ordinarily even email and WhatsApp. It is an extraordinary advantage for clients and for us as well.I'm blissful and couldn't want anything more than to see you continue to get better like clockwork Cons It is a little difficult to set up at first when you first start using it, and it takes a while to set up integrations with your other services. Review Source Jason N. Intelligence SME Online Media Used the software for: 1-2 years ### "Wow features" April 6, 2019 5.0 Great for large businesses to have a comprehensive solution to customer support operations Pros The sheer amount of features is almost head spinning. Zoho desk is a great solution for your company to work with customers and provide solutions to their problems. They have everything you could ask for Cons Honestly - the amount of features is so comprehensive that it's best for a larger company who has someone who can just work on this software. It's not for the small company to run because of the sheer number of features. Review Source jR jordan R. IT MANAGER Transportation/Trucking/Railroad Used the software for: 1-2 years ### "most useful support software " December 2, 2022 5.0 Pros easy to use and fast set up been using a year with no problems Cons nothing really jumps out at me had no problems Review Source Digvijay S. IT Location INchargn Accounting Used the software for: Less than 6 months ### "Zoho Desk - Track your IT problems" January 16, 2023 4.0 Pros We are testing the Zoho Desk from aprox. 15 days and we are happy to share that the configuration part is so simple and our IT department is easy to understand the concept of using this. Earlier we are using other support software but this Zoho Desk is very user friendly and easy to install and setup. Cons as of now everything is working fine. will mention the same once we find any. Review Source VR Verified Reviewer Account manager Sporting Goods Used the software for: Less than 6 months ### "Easy to use for sales" January 11, 2023 4.0 Pros Very easy for sales and funnelling, email tracking is great it helps to know if the email is opened Cons Not very friendly at first sight too many options that aren’t used on daily basis Review Source Carlos M. Used the software for: Less than 6 months ### "Easy to use, recommended to start." September 22, 2017 4.0 Easy to use, recommended to start; fast to implement, the communication options with the client are simple. Recommended for starting helpdesk control. Consider that the application charges per user, is a good web application with all and cons of the application. Pros Easy to use. Fast to implement. Fast communication. Excellent graphical interface. Cons In Android and iPhone the application does not allow formatting the text to send by email. If it is required to upload a file, photo from the mobile is not available. If you create a task in the Web application the cell notifies you, but you can not consult it because it is not available. When it has more than 1000 tickets, the application becomes slow. Review Source JP Janine P. Sales & Advertising Coordinator Automotive Used the software for: 2+ years ### "Zoho Desk - great option for customer service! " June 3, 2021 5.0 Very helpful in keeping track of our inquiries and questions from our customers. Pros Zoho is very easy to use and is an excellent tool for keeping track of customer service-type inquiries. Cons There aren't as many features I found, compared to a company like Zen Desk. For example, we were able to set up an auto response but it didn't allow us to do some of the things we would've liked for it to. Review Source John L. CEO Used the software for: 6-12 months ### "Easy to use and powerful helpdesk software" June 1, 2018 5.0 Pros It covers all the ways tickets flow in e-mail, phone, and social in one platform. Once set up it makes it easy to onboard new team members and get them going Cons It takes a while to set it up how you like, and the per agent costs can add up quickly if you want to add more people to help your team. Review Source NV Nicole V. eDiscovery Specialist Computer Software Used the software for: 6-12 months ### "Efficient job ticket system with reference numbers and easy searching for past jobs" July 10, 2018 5.0 Improved work flow Pros Each ticket has a direct correspondence window (Thread) as well as an internal comments section where our team can communicate progress, status updates or issues in the comments, while not involving the client. This keeps all of the information related to the ticket in one place, which is very important while working on a team. In addition, you can reassign tickets or mention (@TeamMember) another colleague, which Zoho Desk will alert that team member and send a link to access the ticket directly. This has been incredibly helpful while working for a software company, as there are times where we need to escalate tickets for further investigation and can do so easily by mentioning other department members and/or reassigning tickets. Cons When searching through prior tickets, I wish there were more filters than just "Relevance" and "Modified Time". Review Source IA Isaiah A. IT Solutions Specialist Non-Profit Organization Management Used the software for: Less than 6 months ### "Great way to manage tickets!" September 11, 2023 5.0 Great experience with ticket management and customer communication! Pros I love how tickets are organized in Zoho Desk. I can search and find current and past issues easily, and the details of tickets are laid out in a clean way. Cons With the clean layout, there were some options and functionality that may have been excluded to not clutter things up, like seeing a dashboard of ticket stats. Review Source JT Joseph T. CEO Entertainment Used the software for: 6-12 months ### "Ease yet effective use" May 17, 2022 5.0 It has been great. Pros It helps us manage customer-related concerns quickly and easily. Cons Nothing at the moment could be noted as a 'con'. Reason for choosing Zoho Desk It was easy to use and has a lot of use. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.