# Page 23 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 23 - 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 23 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 551-575 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Diseñador Marketing and Advertising Used the software for: Less than 6 months ### "Zoho Desk: una solución para la gestión y resolución de consultas y problemas de clientes." April 26, 2023 4.0 Pese a tener ciertas limitaciones, la herramienta ofrece una amplia gama de funcionalidades y puede llegar a ser útil para pequeñas y medianas empresas que necesiten gestionar el servicio al cliente. Pros Permite a empresas gestionar y resolver de manera efectiva consultas de clientes, ofreciendo una amplia gama de herramientas para la gestión de solicitudes integrándose con otras herramientas disponibles en el mercado. Cons Si anteriormente se trabajó con otras herramientas, el adaptarse puede ser difícil para ciertos usuarios. Además , la aplicación no puede ser adaptada para empresas que requieren un alto nivel de seguridad y privacidad, debido que guardan los datos en la nube. Review Source OT Olumuyiwa T. Platform Services Lead E-Learning Used the software for: 2+ years ### "Zoho Desk in a small eLearning company" September 29, 2022 4.0 Pros Great for triaging tickets to a team of 5 support engineers and developers Cons Limited reporting, can be clunky to get the required info Review Source TC Teresa C. Client Support Specialist Computer Software Used the software for: 1-2 years ### "Zoho Desk " April 10, 2019 3.0 Pros I like that it is easy to use and you can search for tickets quick and easy. I like that you can close out a ticket with out the email being sent to the client as well. Over all it is pretty easy to use. Cons I feel like it really needs to be updated. Tickets that come over never match the clients information that send in the ticket as it seems to not pull over from the CRM. It is never accurate information which make for more work to try to figure out who the client is. Review Source VR Verified Reviewer Digital Oil Field Consultant Oil & Energy Used the software for: 6-12 months ### "great" November 20, 2017 4.0 customers happy Pros software allows the users to sort the tickets by date/preferences. Also allows the search function to look into a previous ticket Cons sometime the emails could be buit hectic. Would reccoemnd to set up a rule based system as in Outlook. Review Source VR Verified Reviewer ATSS2 Information Technology and Services Used the software for: I used a free trial ### "Very convoluted and difficult to use" October 2, 2020 3.0 Although at first impression this software looked like a solution, I quickly realized it wasn't the right fit for my organization. Pros The software is pretty; the user interface is very attractive and impressive. It does seem well developed. Cons The software was difficult to navigate and ultimately setup. I found it confusing and not very intuitive or straight forward. After struggling for a little bit I completely gave up. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zoho Desk I didn't Review Source VR Verified Reviewer Used the software for: 2+ years ### "Using Zoho Desk" February 26, 2018 4.0 Pros During the selection process and found with wings advantages that it is easy to Configure, easy to access and that has an APP for agents very useful Cons The process of support by the partner and the manufacturer is very complicated and slow, which affects the placement of solutions or the use of the tool in an optimal way. Review Source MA Mauricio A. Business Manager Used the software for: 2+ years ### "Great product for TI departments looking any customer support software." April 13, 2018 4.0 \-Manage customer support cases on a Centralize Management Software. -Add a better option for knowledge base and project management site. Pros \-The free version offers all the items for SMB. -Integration with other Zoho products. -Always improving his interface and available options for end users. -Integration between the knowledge base and the ticket system it's amazing. -Customer Support it's always available to help us. Cons \-Need experienced users to configure all the available options. -End users get confused every update because sometimes they change all the functions available. -The user guide isn't very useful for new users. -Mobile app needs all the options available on the website. Review Source GP Grace P. director Wholesale Used the software for: 2+ years ### "Affordable platform" December 30, 2019 4.0 Pros Affordable, have functions most platform has Cons no app for apple mail or apple desk top. I’d like integration with apple desktop. Review Source Osiano Z. Gestion clientèle Import and Export Used the software for: Less than 6 months ### "Un logiciel de service à la clientèle" October 20, 2023 4.0 Pros C'est un outil personnalisable, pratique à utiliser et ne coûte pas cher qui permet la gestion des e-mails et des appels commerciaux. Avec Zoho Desk, les clients deviennent plus autonomes Cons C'est un super logiciel que j'utilise très bien. Pas d'inconvénients depuis que je l'utilise Review Source Erol F. NOC Telecommunications Used the software for: Less than 6 months ### "User friendly , Good interface , Fast Support , " July 21, 2017 4.0 we are speeding with Zoho :) Pros We was start use this Zoho Desk in a month ago and have very good interface, our agents very happy to using Zoho Desk. Also we are using Zoho's other solutions and integration very good our agents use a account for all Solutions this is a Big company. Cons I think migration little bit slow and we have talked with support they are working on it, and when we have problem on Zoho they are fixing maximum in a week. Also when we get any request from Support team they dont answer this is 'impossible' they are saying "we can make this" everytime :) so Thank you Zoho Review Source DB Daniel B. Sr. Lead Software Engineer Information Technology and Services Used the software for: 1-2 years ### "My Goto for Help Desk Solution" April 4, 2017 5.0 Pros Solid integration with other Zoho apps, specifically the two-way sync with the CRM. We started using it as a tool for our help desk, but then started migrating our sales emails and calls thorough it to unify those communications, eliminate emails and have the ability track these interactions better. Cons If you don't have experience with help desks or administrating backends I can see it being difficult to setup. The enterprise edition especially has a lot of options. Review Source Rik B. Process Associate Information Technology and Services Used the software for: 6-12 months ### "Zoho Desk is a awesome help desk tool and quiet useful" August 12, 2017 5.0 Pros Automated ticketing Automated reply CSAT Evaluation Queue Management User Friendly Mobile App Awesome Cons Costly Per user per month costly for startups Co-browsing & Screen share missing Video Call based customer service missing Review Source VR Verified Reviewer Owner Used the software for: Less than 6 months ### "So far best product for the monthly cost for small business." March 27, 2018 4.0 Pros Good customer service, were prompt to respond when I encountered an issue linking telephone provider. Seems to have a good amount of features for the price. I like that there is no cap on the number of contacts added, as some other programs seem to have. Price is very reasonable for a small business, and when I asked to give the trial another go after trying out some other programs, they were very accomodating. Cons A few limitations noticed with the integrated phone system, no SMS link to Twilio or RingCentral. Wish it integrated with Quickbooks, or some other programs. Review Source VR Verified Reviewer Computer User Support Hospital & Health Care Used the software for: 2+ years ### "Great integration with other Zoho products." April 7, 2020 5.0 Pros I like the way that it talks to all the rest of out Zoho products. It feels like just a gear in the system. It plays nicely and user interface in just like the rest of the products. Cons the dashboards are a bit rigid the way they present. Not a big deal. Reason for choosing Zoho Desk It was pre-integrated for our in-place systems. Review Source NG Neo G. Founder Photography Used the software for: 2+ years ### "Perfect!" December 26, 2019 5.0 Pros It's perfect for our needs. Easy to use, navigate, and customize. Cons No cons here. The product is wonderful for us. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Alekhya H. Clinical investigator Hospital & Health Care Used the software for: 6-12 months ### " A good customer management tool" March 3, 2023 4.0 Pros We can very much customize our workflow.the integration is very reliable with product another great feature is its customer tracking/information. Cons Well,the price is quite expensive for small time entrepreneurs apart from that there is no conplaint Review Source TW Trey W. Performance Improvement Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great Platform With Easy Functionality " December 8, 2022 5.0 One of the best multi tool platforms I have ever used. It is crucial to our operation. Pros The absolute best platform for multifunctional communication processing. Cons Nothing. Everything flowed over very well/. Review Source JC Julien C. Collaborateur E-Learning Used the software for: Less than 6 months ### "Very helpfull" August 3, 2017 5.0 It did a good job replacing the mode of interaction from social channels, chats, e-mails, and phone calls in one platform. The experience in raising support request by customers is a breeze. Customers also has the option to raise tickets via their native language. The platform has support for 9 languages. It's able to simplify tasks of the help them since they can enhance their ability to track every request and address them by means of priority arrangement. Pros Our team of experts have evaluated Zoho Desk with a total rating of 8.8/10 after a series of scrutinizing tests. Actual customers of Zoho Desk have an average satisfaction rating with the product at 100% which reflects their opinion about this service. If you spend some time analyzing other Zoho Desk alternatives you will surely find other programs with similar or possibly better ratings. Cons For the past few years, we've been using SalesForce as our primary project system and case. There were plenty of things we favored and wanted to change. For instance, we're able to provide personal service agreements to clients. At the same time, a customer support system is available for assistance. When it comes to Zoho Support, there are a number of options available for ticket/case submission. Review Source BM Becky M. Customer Care Assistant Events Services Used the software for: 2+ years ### "Zoho Desk" April 15, 2020 5.0 We have found it has improved our response times to inbound emails, and the speed at which we can reply and resolve customers' queries. Pros I really like the look of the software, the layout and how easy it is to use. Cons I can't think of anything I disliked about the software, the functionality and ease of use are a winning combination. Review Source VR Verified Reviewer Operations Manager Environmental Services Used the software for: Less than 6 months ### "Great option to field incoming channels" September 30, 2019 4.0 We started using other Zoho software this year, and found ourself feeling overwhelmed with all the channels in which we receive customer requests. We are not a company that offers products that require support. We don't offer the public knowledge base features in Zoho Desk, but this was an attractive option for us to receive our customer emails, and track phone call requests. This has allowed us to ensure all customer requests are routed to the right person to handle their needs, be it dispatch, billing, or general support. Bringing all our channels into one place has really helped with the chaos. Pros I love the custom fields, variety of customization options available, and the automation options. Syncing with other Zoho platforms, as well as third party systems makes this a really flexible option. Cons Syncing initial database of customers and accounts wasn't thorough. Inability to control what notifications you receive in the notification center, leads to excessive notifications. Automation process, and customization best for intermediate software users, even better for advanced. Review Source VS Vineet S. VP-PRODUCT Broadcast Media Used the software for: 2+ years ### "Loved it!" August 23, 2017 5.0 Pros I love each and every service provided by zoho. Be it CRM, Desk, invoices etc. In terms of support these guys are good. Right now i am using CRM and invoices and loved the UI/UX. Cons There are couple of things can be improved in Desk, like email integration, template creation but overall it's good. Review Source VR Verified Reviewer SEO Specialist Internet Used the software for: Less than 6 months ### "Good productivity tool" October 30, 2018 4.0 Pros Zoho is a great productivity tool, it helps you keep organized. You can see all your tasks int he main dashboard, check the ones that are late and prioritize the most important ones. I really like the thread view, where I usually take notes to myself so I have a thread of what was going on on the project. Cons Something that could be improved is the image viewing. When you attach an image to the task thread and click on it after saving, it opens in full screen. I don't need to see this image so big! It would be nice to have it responsive to the size of the window. Review Source VR Verified Reviewer Customer Support Manager Computer Software Used the software for: 6-12 months ### "Used to answer questions" March 30, 2018 4.0 Pros It is fairly easy to use in keeping communication open between clients and employees. I'd say it is second best. Cons Their customer support was not the best. It didn't fulfill the rest of your needs. Not that bad though. Review Source Olexandr K. Консультант Management Consulting Used the software for: Less than 6 months ### "Zoho Desk is perfect application for service company" September 20, 2017 5.0 Pros Zoho Desk is perfect application for service company. Riviera Villas's service company uses this application for everyday work. We receive and create tickets, plan tasks and etc. Very simply to control a large amount of information with Zoho Desk. Our agents automatically receive notification about new ticket, cliet's answer etc and our customers automatically receive notification about done tickets. It's very comfortable. Cons I can not use CSS when creating templates for automatic notification for my clients. Despite this I will recommend Zoho to my partners Review Source VR Verified Reviewer Director of Communications Technology Marketing and Advertising Used the software for: Less than 6 months ### "Great product, support is a bit lacking" August 16, 2017 4.0 Pros The software is very easy to use, and works great for our team. It's also quite cost-effective, so it's an ideal solution for smaller companies or those just jumping into the help desk / IT support waters. Cons When there's a problem, there's definitely a problem. Questions in the support forums often go unanswered... for YEARS. Or, someone will say a service is coming soon, and the next update is 2-3 years later with someone asking where it is. The lack of support is the only downside, though, so if you can figure out the software yourself, it's a winner! Review Source Talk to a Capterra advisor for free and get results within 15 minutes.