# Page 28 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 28 - 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 28 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 676-700 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VB Viktor B. viktor.belonin@proza-it.ru Information Technology and Services Used the software for: 2+ years ### "The best easy Application for Service Desk" May 3, 2018 5.0 We maintain a register of requests and quickly build monthly reports Pros I like the hopeful functionality that is easy to configure. We do not need to train employees who work with this service. We easily upload monthly reports to work with our partners Cons I do not like periodic (about once a year) updates that require you to understand how to reconfigure the service Review Source VR Verified Reviewer Administrator Computer Software Used the software for: I used a free trial ### "Review about Zoho desk" August 4, 2023 5.0 Moderate Pros UI is easy to understand and user-friendly. Error free solution Cons the way we are creating the agents, it is not easy, not able to rectify the errors Review Source VR Verified Reviewer Email Marketing Specialist Apparel & Fashion Used the software for: 1-2 years ### "Zoho Desk Works" December 8, 2018 5.0 I like Zoho Desk and some of the automations are highly convenient. Pros I inherited the use of this program and that always makes me nervous. I easily understood the system and I would recommend it to smaller companies. Cons I'm not sure if it would scale well if our company grew rapidly. Review Source Jeff C. Computer Consultant and Support Information Technology and Services Used the software for: Less than 6 months ### "Great app and looking forward to full implementation" January 2, 2018 5.0 Pros Zoho has really helped me in collaborating with my team closely through our many projects and tasks. The UI and functions of the program have been helpful in adapting to many already existing procedures we had in place as well. Cons Template management on the email notification side needs a little work. I am currently still in setup of the mutli-company purpose for this application, hopefully I will run into it quickly. Review Source HH Howard H. CTO Information Technology and Services Used the software for: 1-2 years ### "Zoho Desk" November 9, 2019 5.0 Good Pros Integration with Zoho CRM and Zoho Projects Cons Nothing, Zoho Desk provided the feature we required Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Zoho Desk Zoho CRM Review Source KH Katy H. Telecom Consultant Utilities Used the software for: 2+ years ### "highly adaptable for help desk ticketing" November 27, 2018 5.0 Pros can customize to capture the fields/info relevant to each customer Cons when the GUI is updated it can take awhile for some functions to work smoothly Review Source VR Verified Reviewer Learning Technologies Administrator Education Management Used the software for: I used a free trial ### "Testing paid version" April 24, 2017 4.0 Pros Good choice of reporting. Customer portal. Knowledge Base and Q&A I really like the countdown view of the open tickets and the customization options for the priorities and clasifications. Cons I have been struggling for months with trying to attach documents to replies, I would question the customer support as I only heard from them twice and nothing has been relayed back to me if it is being looked at or fixed. Review Source DP David P. IT Manager Telecommunications Used the software for: 6-12 months ### "Zoho Desk Review" May 14, 2019 3.0 very blan product Pros I had a basic use to the product that was integrated with the zoho account system and other zoho products Cons required users to create a zoho account in order to use the self service portal, instead of our own company email Alternatives considered [SysAid](https://www.capterra.com/p/107225/SysAid/) Reason for choosing Zoho Desk I canceled this product Review Source Francois Pascal N. service provider Internet Used the software for: Less than 6 months ### "Very good software to manage the after sales service." November 4, 2022 5.0 I had a problem configuring my different emails for my different online stores that was solved by their customer service. Pros What impressed me the most about Zoho Desk is its ability to manage multiple domain names from the same platform. Cons However, its handling requires a detailed tutorial. Review Source AM Aries M. Customer Service Rep Automotive Used the software for: Less than 6 months ### "Zoho Desk User Review" February 12, 2023 4.0 The Zoho Desk system is very intuitive because it can be set up to match what the platform needs like relevant customer behavior which is vital in anticipating the needs of our customer. Pros I like how the whole system is design to have a streamline process. Cons The interface can be overwhelming specially for entry level users. Review Source Fernando P. Software Administrator Internet Used the software for: ### "We liked to use it very much." May 22, 2017 4.0 Pros The application has a lot of features and it is very user friendly. We have tried it with a few users and it went ok Cons Some users have a little dificult to mange the user interface, but after a little while they got it. Review Source SD Sasheena D. Communications and Admin Officer Accounting Used the software for: Less than 6 months ### "Zoho Desk is a brilliant Accounting Software" April 22, 2021 5.0 It makes it much easier to follow step by step the ordering process and it double as a decent customer database. Pros Using Zohodesk was definitely a learning curve for me but the features , particularly Estimates and Invoicing makes it worth it Cons There should be an option to add tax to the overall invoice/estimate vs just line items. Switched from [Wave](https://www.capterra.com/p/146264/Wave/) They’re no longer available for use in my country Review Source JP John P. Tech Telecommunications Used the software for: 2+ years ### "Zoho desk" January 9, 2020 5.0 Great help desk tool, even at the free version Pros Easy to use, free version gives lot of features Cons We had minor bug and outage, lasted less then half a day Review Source AK Ashutosh K. Content Writer Computer Software Used the software for: 6-12 months ### "Best but not the Beast" March 3, 2023 4.0 Pros I used this as an alternative for Zendesk and can differentiate the pros and cons for both. I found that Zoho Desk is very useful and stands different from it's competitor as it has a great features of Customer Reply. Cons The paid subscription is too high and personally i didn't like that much. Review Source VR Verified Reviewer Retail Experience Specialist Used the software for: Less than 6 months ### "Ease of use and pretty efficient" October 20, 2017 5.0 Really short ways for our little projket. We could solve everything about it. Pros The Strukture overall, the reporting possibility and the way to communicate to our clients. The Reporting cluster is perfect to match internal in best way. The Survey transfer into the ticketing Cons That I have to use two plattform to setup the Ticketing-System. (zoho desk + zoho public). Additional to that the iOS App Sync doesen't work proper. Review Source SB Samir B. HSE E-Learning Used the software for: 6-12 months ### "Amazing and Trustable App" May 7, 2023 5.0 Pros It is very user friendly app. Easy to use . Review Source RD Rakesh D. Head - Customer Success Team Internet Used the software for: 1-2 years ### "Excellent Product. value for money. The product even the free version help the start ups a long way." April 28, 2017 4.0 Our ticketing system got streamlined. The escalation handling was improved leaps and bounds. Pros Ease of use Agents management, Ticketing system, Account management Contact management Agentwise monitoring Cons Report generation is a big issue. Exporting the report will give you a maximum limit of 3000 entries. Review Source JG James G. customer service Human Resources Used the software for: Less than 6 months ### "zoho desk applicability" May 24, 2023 4.0 i would say more live chat interaction helped to know the features but once you get the hang of it, work becomes easier, more satisfied clients Pros try it and you will be surprised at how doing business and customer care will be easy and efficient.. especially if starting out. Cons takes a bit of time to navigate and know what you dont need while starting out Review Source BM Beatriz M. Independent Contractor Events Services Used the software for: 1-2 years ### "It was a great start!" November 28, 2018 5.0 We used Zoho Desk to get complete our projects. We had multiple projects and needed a place to manage every assignment. Pros This software not only gave each team member accessibility to tasks, but it was also easy to use. Even for those that were technology challenged. Cons We didn't notice any real cons to this software. Review Source MW Mayank W. Ios Developer Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Zoho Desk" December 6, 2018 4.0 If one owns a small company this is the right software for him and we should always go with this Pros I really help the business to grow as one can easily manage large teams very easily also the pricing is nice it is a reasonable price for such benefits. Customer support provision is really nice. I think one must go for it Cons Frankly speaking, I haven't found any cons in this software yet as i have been using it for a brief period but haven't found any issues or bugs Review Source Rishel A. Account Manager Financial Services Used the software for: Less than 6 months ### "Nothing else in this space has so many features!" April 5, 2022 5.0 Pros The features provided are one of a kind and make life so much easier in the customer service realm. Cons The layout was a bit chunky when handling a massive amount of tickets. Review Source Daniel S. Desarrollador sénior Internet Used the software for: 6-12 months ### "Great tool that boost our internal client requests" August 18, 2017 4.0 Pros It's easy to use, i can manage all tickets automatically with several rules by default, you can have many agents that can focus in specific tickets without interfering with others. It has a great and clean interface with many options that helps to reduce processing request times. Cons Sometimes email messages can't be sended or received, it has one or another bug that last at least one week to fix it. Review Source VR Verified Reviewer Vice President, Operations Information Technology and Services Used the software for: Less than 6 months ### "We've been using Desk for a week and our experience has been great." October 13, 2017 5.0 Pros Easy to use. We trained our offshore team in under 1 hour. The dashboards give a great view of our first response time and single contact resolutions. Cons Customer support responses could be better. Spam control is not existent, so agents have to continually monitor the spam queue to be sure they don't miss emails. Would be great to have some admin functions in setup to white list email addresses. Review Source JA Jason A. Software Engineer Manager Used the software for: Less than 6 months ### "Great tool laser-focused on support ticketing, with an integrated knowledge base." March 30, 2018 5.0 Pros Zoho Desk is very flexible, allowing customized fields in Tickets, Contacts and Accounts, even for the free version. It is possible to turn off all of the customer-facing features (e.g. email notifications, public Help Center, public Knowledge Base articles) and use it as a purely internal tool for tracking support cases. The company seems very responsive: there have been numerous improvements to Desk while we've been using it, and the one minor bug I reported was quickly fixed. Cons I'm still exploring the Time Entry feature; it seems easy to log time entries, but less seamless to get that info out, e.g. for billing purposes. I'm not seeing a built-in report to get that info out; it seems like their Zoho Reports addon might be needed, or I'm overlooking something obvious. Review Source Velimir G. Information Technology and Services Used the software for: I used a free trial ### "Good so far, easy to use and setup" June 20, 2017 4.0 Pros It's easy to use and navigate, especially those using a platform like this for the first time. There is nothing too out of range for any level of business to best implement this within their businesses. Happy I found it. Cons It's a late but efficient product from Zoho. Marketplace integrations need to offer more apps. Cloud operation is the different business I hope Zoho will handle that part also. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.