# Page 22 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 22 - 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 22 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 526-550 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PO Pawel O. Support Information Technology and Services Used the software for: 6-12 months ### "Overall positive experience, easy to setup and use" May 31, 2018 5.0 Great functionality and ability to customise all aspects of the ticketing system Pros I like most the ease of setup and the amount of functionality the system provides. We were able to successfully set up the system to work with our support email and to have tickets created with each new email which has improved productivity and made it easier to track all tickets and prevented us from having to copy all information to the zoho desk platform There have been minimal issues with the setup and it is overall a reliable system to use Cons It is sometimes slow to operate on a browser and selecting or managing the tickets is difficult to do when the browser is slow to respond on the zohodesk client. Review Source AS Anup S. VP of Products Computer Software Used the software for: 2+ years ### "Great tool to get your customer support started" April 20, 2021 4.0 Pros Great ticket management to help you get started on your business. Cons You may face challenges as your ticket or user volume grows. Does not integrate well with many other tools such CRM or call management. It is slow and their mobile app is very buggy. Review Source Hernán M. Director | Proyectos Medios Digitales, Administración de Contenidos (CMS) y Comunidades Editoriales Internet Used the software for: Less than 6 months ### "Simple and powerful support platform starstarstarstarstar 2018-12-27" December 27, 2018 5.0 Migration from our previous system was fairly ease, within a day you can have the new platform up and running. Support was very helpful. Pros We migrated to Zoho Desk to offer an easier and more flexible support option for our customers, changing from WEB to EMAIL as the prefer channel. The results were great. Also we are very happy with the customer ratings option to evaluate each support interaction. Cons The ENTERPRISE version is a little bit price but the PRO version has a lot of features. I'll like to see the CHAT to be more affordable as a support option. Migration needs support involvement if you want to keep your comments and resolutions from other systems. Review Source VR Verified Reviewer Director Used the software for: ### "Fantastic - does everything we needed a ticket support system to do" October 19, 2017 4.0 Improved customer service support and streamlining time saving for our entire team and internal communications. We haven't found anything that we don't like yet about Zoho Desk at all. Overall the software works perfectly for how we needed it to work in our business. Pros Simplicity and ease of use for the entire team. We had everyone set up and using the software in less than 24 hours, and in less than 48 hours it was making a very real, measurable difference to our customer service support standard. Review Source VR Verified Reviewer Operations Warehousing Used the software for: 6-12 months ### "Functional and affordable support desk with limited useability." May 20, 2020 4.0 Overall I wasn't happy with Zoho Desk. I would look elsewhere in the future. Pros Zoho Desk is a functional add-on for Zoho One. We used it with a team of 10 support workers and managed. Cons I hated that I couldn’t sort tickets by account without creating a complex report. If you have the budget, look elsewhere. Review Source Efezino U. Software Developer Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "Increased Productivity" December 11, 2022 4.0 It helped us organize our interractions with our customers Pros Some potential pros of using Zoho Desk may include its ability to help businesses manage customer interactions and support requests, its team collaboration features, and its potential for automating certain tasks Cons Some potential cons of using Zoho Desk may include its cost, its potential complexity for users who are new to customer service software, and its potential limitations compared to other customer service software options. Review Source HK Harsha K. Manager Real Estate Used the software for: 1-2 years ### "Helpdesk Software with fully customizable, support and ease to deployment" March 31, 2023 4.0 Easy to use and cloud based, implementation is easy and to train users as well from my previous experience Pros Modules and features like ticketing, database share, alerts, follow up, assign ticket and many more features Cons Pricing can be competitive and notification should be able to customize. Apart from that I'm aware of but will be looking to add. Review Source MG Marcelo G. Director Retail Used the software for: 2+ years ### "Great Product" November 20, 2022 5.0 Never need to change any parameters after setup Pros Very easy to implement, with a few small adjustments it is ready to support Cons Very easy to use , work great for customer support Review Source VR Verified Reviewer IT Manager Consumer Goods Used the software for: 1-2 years ### "Great product" January 16, 2019 4.0 Pros Ease of use. Easy to customize. Simple and elegant. Cons Too simple at times Not enough integrations with industry standard software Review Source VR Verified Reviewer IT Coordinator Events Services Used the software for: 6-12 months ### "Great user experience, but work in progress" August 9, 2017 4.0 Pros \- Clear & easy to use UI - Regularly Updated - Possibility to disable certain features - Easy to integrate with other Zoho apps Cons \- Features are added, removed or change without proper prior notice - Still in a very early stage, not all required functionality is implemented yet Review Source ayush D. Program Leader Non-Profit Organization Management Used the software for: 1-2 years ### "easy ticketing solution " November 15, 2018 4.0 Pros 1\. Easy to generate tickets using a form and email channel. 2. Simple Dashboard and easy reporting. 3. Also, have basic Knowledgebase that helps to display to our organization support page. 4. can easily integrate or embed its support page to our website to get tickets from our different websites. 5. it can support several API's which help to connect with other outside applications. Cons Not seen any cons to the application but there is few API's available to integrate. Review Source MM Mark M. Production Manager Internet Used the software for: Less than 6 months ### "A reasonable choice for ticket management" April 26, 2017 4.0 I have en evaluating Zoho Desk - I'm a longtime user of Teamwork Desk, so my experience is weighed against that platform. I have been pleasantly surprised by a few things in Zoho Desk up to now - customer assignment from forwarded email tickets works very well. I like the ability to make "light agents" which essentially is a free user account for staff that might need to be consulted on an issue. Lowers the overall number or user licenses. I'd love to be able to integrate CRM data, but we don't use ZOHO CRM, so that will take custom coding. I wish there was integration with Zoho Projects, which seems to make sense. I don't use this product to support software development, or physical product support. Zoho Desk is fully featured to support those things, and that makes setup a little complex - there's a pretty high configuration learning curve and the documentation is not terribly clear in all instances. Phone/email/chat support however, has been EXCELLENT. I realize not all have had the same experience, YMMV, as they say. One more positive comment - the ability to quickly visualize particular agents queues, move things around using the various views, and the threaded way of displaying the ticket activity chain is quite nice. So far, I think the transition to Zoho will be a positive thing. It's definitely work a look. Pros Reporting is strong - ability to consolidate all channels is also very helpful. Cons Setup learning curve is steep - especially if you have not set up a ticketing system before. Review Source JR Jaron R. Director of Hosting and Support Marketing and Advertising Used the software for: 1-2 years ### "We use several Zoho platforms in our organization. We find it easy to use and helpful. " July 31, 2017 5.0 Well. It is straight forward and easy to use. We like the integrations with internal and external software. Pros We love the ease of use. Other software requires weeks of setup and a dedicated support rep to integrate. It was too much for our company. We needed something that fit our needs and could be setup and maintained by our internal team. We also like the platform integration amongst the different Zoho platforms and also external software. Cons There are of course other softwares that are more straight forward. Asana comes to mind for project management. It takes no time to create new projects and tasks. Not to say that Zoho Projects isn't straight forward and quick to use. It just isn't as quick or easy as Asana. Review Source hM haicheng M. Head of support Automotive Used the software for: 1-2 years ### "great for what it is " December 6, 2016 4.0 The old interface was great - old, but great. There are a ton of bugs and UI/UX oversights in the new client. However, the new client is much better in terms of metrics and ticket reporting. Pros \- pick it up and use it, it's literally the same as every other support desk software - their support department responds quickly - the new interface has great metric reporting - connects to almost all other Zoho products Cons \- the new interface is bad - can't merge more than 3 tickets at a time - can't assign multiple organizations to a single person Review Source AB Ada B. cyber analyst Computer Software Used the software for: 6-12 months ### "A very good tool for raising queries" November 17, 2022 5.0 Very good Pros After raising a ticket in Zoho, the response is rapid and you also get a notification via email Cons Sometimes you might get lost in the section where to ask your question Review Source Mohamed S. Senior IS Engineer Computer Software Used the software for: 1-2 years ### "I love it " January 8, 2018 5.0 Pros its easy to use you can know how it works in less than 15 minute which is perfect, easy to customize. i really love it Review Source EM Elizabeth M. Owner Information Technology and Services Used the software for: 6-12 months ### "Scalable Help Desk" September 27, 2019 4.0 Zoho Desk is an easy to learn help desk for most sized teams. Pros Zoho Desk is an easy to use, easily scalable help desk option for teams of many sizes. The interface is intuitive​ and nicely designed. It is affordably priced compared to other options and integrates well with other Zoho products. Cons With the simplicity of Zoho Desk came a lack of more advanced tools. Otherwise, no complaints. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zoho Desk Zoho Desk offered better pricing and integration with the Zoho suite of tools. Review Source AR Ana R. Analista Business Supplies and Equipment Used the software for: Less than 6 months ### "Crm para logística " January 5, 2023 5.0 Es amigable utilizar los pipedrive o embudos, también tiene buena asistencia al usuario por si llegas a tener dudas Pros Es considerado de los mejores CRM, te permite tener mejor control en distintas áreas, en este caso a nosotros nos permite tener control en logística y ventas Cons El precio si es algo elevado, pero se nivela con la calidad de la plataforma Alternatives considered [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing Zoho Desk Tiene mas funciones que lograban empatar con mis necesidades Review Source HK Haridas K. Auditor Financial Services Used the software for: 1-2 years ### "ZOHO DESK- A Complete CRM Portal" November 27, 2022 3.0 Overall, the software is excellent, especially in terms of the customer database and usability. In Zoho CRM, the reporting is also excellent. Pros It is simple to use and keep track of all leads. Their customer service is commendable, and their ticketing system is quite effective. Cons It would be great to be able to track the entire process with a single ticket number if Zoho Desk was integrated with Zoho CRM and inventory. Review Source AM Angie M. Ejecutivo de cuentas de marketing y ventas Used the software for: 2+ years ### "i love it, it is very funtional and it is customizable, convenient to uses, and it doesn't cost much" January 23, 2018 5.0 don't have any bad problems with this product. Will be much better to have an easy way of learning. I will not tell that everything was simple and smooth. A lot of useful tools to use. We don't have the big bad issue with this software. Pros for me is a help center approach,my businesses can offer multiple support channels to our customers Cons The only thing i wiil need is to have an easy way of learning. Review Source kS kauta S. human resource manger Mining & Metals Used the software for: Less than 6 months ### "Support 24/7" November 22, 2023 5.0 Pros Customer support is so active and fast on responding to questions Cons Unfortunately the software is slow and this waste time Review Source Anna M. Health, Wellness and Fitness Used the software for: ### "Zero customer support!" May 2, 2014 1.0 In concept ZOHO's invoicing and contact database sound good. Problem with importing from excel on quickbooks inventory and contacts. Three days and despite calls and emails..no return response except for an autoresponder saying thank you for starting your trail and if you have any questions call us. Right! What the heck do you think we've been trying to do. We finally get on a call from somewhere like India support and the call is dropped, no resolution, no call back. We are dropped and totally in the dark. To make matters worse, i tried to log into our account from my lap top and guess what...all the data I MANUALLY entered was gone! Now that doesnt make me feel good about ZOHO PERIOD! Pros Looks good on paper. Cons There is NO customer support. You'd think during your trial period they would be 'on it' to help. Nope, you are totally on your own and when you loose our data, well ...you can pray and count to 10 and find another online billing company to try. Review Source VR Verified Reviewer Founder Information Technology and Services Used the software for: Less than 6 months ### "Good VFM Helpdesk Software" July 22, 2017 4.0 Pros Easy to use basic ticketing system. Good integration with other Zoho apps. Because we are a small shop it helps when our Zoho CRM users (sales & marketing folks) can see the issues raised by our customers and gives them an opportunity for upselling additional services that they need base don the problems they have been having. Cons The integration with the Engineering side is poor. They force you to use Zoho Projects which is somewhat limited for standard software developement. It would help if they allowed you to take workflows from Zoho desk and transfer it to other standard Software Development Systems. Review Source GT Gaurav T. Business Analyst Information Technology and Services Used the software for: 2+ years ### "It is very easy to use and helped our organisation in building a better customer support." February 22, 2018 4.0 Pros It is veh easy to integrate zoho desk to zoho crm which helped in integrating all customer record into one system. This makes the workflow much easier and smooth. Employees can even access the record of customer interaction. There's also option of search in ticket and user can search for specific ascpect in the ticket like the category of query and action. Cons I found the product to be less customizable and sometimes product hangs due to which either ticket is not saved and get lost or multiple tickets get generated. Review Source TC Tim C. Head of Development Internet Used the software for: ### "The initial set up was pretty easy, The template editor allowed us to customise to our requirements." October 2, 2017 4.0 ease of use and availability for small organisation Pros Clean layout and relatively easy to set up, nice reporting out of the bag. The granular permissions sets are great and the branding options are a nice touch, especially the custom domain option. Linking customers to cases and calls is what we need but needs to be done is specific route/journey Cons For some odd reason I am restricted to only having 5 custom multi pick lists on my cases template and layout. This was almost a deal breaker. The UI is not massively intuitive. Even after using it for almost a week I still get lost and a little frustrated as it's not obvious where things are and the menu layout is a pain. This might come from a the lack of consistency between hover over and clickable menu items. Custom reports are a steep learning curve, especially with custom data. Adding a call to a case connected to a customer only really works in one way/flow, any deviation seems to blank out the form or detach from the customer. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.