# Page 29 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 29 - 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 29 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 701-725 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Benjamin B. Used the software for: I used a free trial ### "A reliable, customisable and user friendly value for money product" May 11, 2017 4.0 Pros The response time from the support team is always prompt and they resolve your questions first time. The use of custom fields in tickets allows you to adapt the product to suit your needs. The Zoho Desk App allows you to be fully mobile and works without time delay or lag. Cons It is disappointing that we are unable to export the configuration from one portal to another which would save time. Review Source KN Ken N. Group IT Manager Oil & Energy Used the software for: Less than 6 months ### "Our first helpdesk system" April 19, 2017 4.0 When I first joined the company I am work for now, we never had a helpdesk system, this is because the company was small and reported problems are quickly resolved. However, the company has now grown to double its size with multi-sites, problems and requests can easily be forgotten! I have trailed a few different helpdesk systems, this is one that I think we will stick to, it is very easy to setup and use, it is also value for money. Users can now send their requests via email to our dedicated helpdesk mailbox where the request gets pick up by the Hellpdesk system. User interface quite plan, which is probably less distraction from others, you can concentrate on the contents which matters most. I particularly like the reporting side, all the information I need is at a glance. There is also a chat function which we are not using at the moment, but perhaps we will enable it and try it out at a later date. This helpdesk system has a comprehensive set of functions, it is affordable and suited for company of any size. I would not hesitate to recommend this product to anyone looking for a helpdesk system for their company. Pros Plenty of functions, affordable, informative. Cons Functions are not easy to find inside the menu. Review Source VR Verified Reviewer Principal Solution Consultant Computer Software Used the software for: I used a free trial ### "Help Desk software with Ease" April 3, 2019 3.0 Pros What differentiate Zoho Desk than others in the market are it support for multiple channel help desk center. User also you can do their own branding on the SaaS offering. It also come with AI features which is excellent value added services to customers. Cons Zoho Desk is a great product, however with too many integrated plugin or 3rd party apps will make it hard for user to navigate the system Review Source VR Verified Reviewer Marketing Executive Information Technology and Services Used the software for: Less than 6 months ### "Go with Zoho" February 22, 2023 5.0 I use it for client management. Pros One of the software that i use on daily basis. It's a very responsive ticketing system.Clean and amazing UI. Cons I am not facing any issue so far even i'm using it since 5 months. Review Source Dr Abe K. Speaker, Lecturer, Guide, & Corporate Travel Planner Used the software for: Less than 6 months ### "Zoho Desk is an okay software but nothing so special" March 14, 2018 3.0 The benefits are limited and overall it is not such a good software product. Will think about discontinuing its use. Pros They provide a good amount of documentation that allows us to work with this software. In addition, they offer basic webinars on how to use this product which is helpful to our employees. This software does allow us to build stronger customer relationships, which is always a plus in our books. Cons The company provides online support. However, in some instances, having phone support would be preferred because it is hard to explain certain problems online. Support is online and support is only available during certain hours. Some of the reporting features this software offers are not so good. Some instructions are unclear and hard to understand. Review Source VR Verified Reviewer CTO/Co-Founder Retail Used the software for: 1-2 years ### "We love it!" September 11, 2018 4.0 Pros Free tier for unlimited users more features in free tier UX is great Attaches to the rest of the zoho products Cons Confusing sometimes with the depth of features altering things if you do not use the full product set, still requires you to enter the zoho accounts subn site. Review Source VR Verified Reviewer Support Consumer Services Used the software for: 1-2 years ### "Great platform for CS" May 9, 2019 3.0 It has given us the basic tool we need to have our customer support. It does make our job easier. Pros It's easy to use, you have several features you can take advantage of. Everything is in order, it's easy to understand how the platform works. Cons It can be updated with better reports, integrations. Review Source BC Benjamin C. Information Systems Administrator Public Safety Used the software for: Less than 6 months ### "Simple but effective solution" April 28, 2022 5.0 Overall, the free version is amazing. It has limited amount of agents but for a small IT department it is perfect. We use it for a ticketing system just to stay on top of the many projects/requests from the employees. It also keeps a record of work loads and task completed to show officials of the effectiveness of the department. Pros The ease of use of this tool and the features were exactly what we need. Cons I am using the free price point and for that price point there is very little to complain about. I have not cons at this time. Reason for choosing Zoho Desk The free version had all the features I needed and if we need more the paid options are very affordable. Review Source Chad R. Used the software for: Less than 6 months ### "Great Features and UI for small business support...." July 18, 2017 4.0 Pros All features that required in a ticketing solution were met by Zoho Desk free. There are definitely advantages to upgrading to a higher tier, but one could easily make it by without if they structured things intelligently on their end. Cons Just enough rope to hang yourself. While there are plenty of features, the documentation is limited and surfing the forums to find answers is tedious. Review Source Ramesh E. CEO & Founder Used the software for: Less than 6 months ### "Great custom service software. It has tons of options. But needs quite some UI Improvements" October 30, 2017 5.0 Pros \- Has tons of features - Covers almost every requirement - Good channel management - Categorisation is great. - Better for larger teams - Fairly usable UI... Cons \- The settings and options are too cluttered. - You will have to traverse through a multitude of options to achieve something - Unfortunately, it creates a ticket even if a mail from and to is same (the support email) Review Source Brij M. CEO Information Technology and Services Used the software for: I used a free trial ### "Product is good but support is average" October 2, 2017 3.0 Pros Intuitive design Look and feel Combined customer support suite Multi department features Integration with many tools Cons Support is not good difficult to merge two tickets Search functions are not working properly. Most of the time you can't search with body of the content or subject contents Customer rating features are not moderated, even operators can do the rating themselves Review Source NK Nyasha K. Apparel & Fashion Used the software for: 1-2 years ### "ZOHO" July 19, 2018 5.0 Pros When i first started using zoho i was so uneducated but they have training and great customer service to help you. Best sign up I've done Cons unless you know the system it is hard to find some tabs, lots of steps to get to one function. quite a wait for customer service. Review Source AN Adrian N. IT Support Used the software for: 6-12 months ### "this software is making my life easier by the day !" April 26, 2018 5.0 easy on my customer support and organizing my tickets . Pros I love the fact that this software is Easy to use,. When I have confronted some confusion due to user error, the steps the provide to fix the issue is very straightforward. I can only say that they have great support and that their team is a dedicated one. Cons I can really can't think of any at this point, I know I may encounter some in the future, but so far it has been great. Review Source MK Mark K. COO Telecommunications Used the software for: ### "It does what it says on the tin" September 12, 2017 4.0 My organisation needs an integrated solution for Sales, Operations and Finance to provide efficiencies and ease of use as we scale and grow. Zoho Books, CRM and Desk pretty much deliver what we need with some slight limitations around Desk integration. This is functional, cost effective software which will allow my organisation to grow to a point without breaking the bank. As a start up we need to have functionality whilst watching the pennies. Pros Ease of use, straightforward to configure and customise for our brand look and feel. The customer portal is sufficient for our needs and I feel this product will scale for the medium term for our organisation. Cons The fact that it doesn't fully integrate with Zoho CRM to the extent that you cannot respond nor action tickets from within CRM and have the inefficient process of opening and logging into Desk as a separate app. Review Source SR Saiteja R. Network Admin Computer Networking Used the software for: Less than 6 months ### "Very Good Product" October 5, 2017 5.0 Having the information of accounts, clients and technical users at hand in this way is very easy to start the implementation in the shortest time possible. Pros The interaction of email to generate the tickets to respond and relate is good. It allows to join two tickets in cases of duplicity. It allows you to respond to emails from the application. View information on Android App or iPhone. Generate general reports. Cons The Android and iPhone App does not allow uploading attachments including photos. It does not allow formatting the text of the email and attach an image or document. Synchronization is not very good in both applications. In tickets is easy to comment, however, if you need to print the contents of the ticket does not generate a printable version so you are forced to take a screenshot. Review Source JA Jenniffer A. L2 Specialist Telecommunications Used the software for: 1-2 years ### "Best of the Best!!!" December 2, 2017 5.0 Pros We have use this help desk for about 2 years and we recommend it 100%. Personnel from zoho helps anytime needed over live chat Cons Sometimes it goes offline and we do not get notified. There is no option to duplicate tickets and chat can not be set with business hours. Review Source Victor C. COO Computer Software Used the software for: Less than 6 months ### "It looks like it is the right tool for a vCIO to use. Can keep track of tickets and contracts." May 3, 2017 5.0 I was actually able to look at our process of keeping track of requests and improve it by using Zoho's way of organizing data. Pros All cloud and seamless connection from one module to the other. Ability to assign products to tickets, users and accounts. Connection to Google is a plus. Cons Would like to see Service Catalogs included and support for Quickbooks. We need to be able to automatically bill from Quickbooks. Review Source VR Verified Reviewer Head Of Support Information Technology and Services Used the software for: I used a free trial ### "Good trial so far, like the feature set and interface" November 14, 2017 4.0 Pros The interface is neat and intuitive. I like the feature set and the ability to integrate with other vendors like JIRA and Twilio, which is a must for us Cons When signing up it started sending invitations to all the contacts with my same domain, which created a lot of chaos, I may have done something wrong but as far as I recall I did not touch anything that could have caused that Review Source David P. COO Used the software for: Less than 6 months ### "very good, close to top tier software" July 28, 2017 5.0 Pros 1) easy to setup 2) easy to use It has the complete features as a top provider. You can compare with Salesforces or similar. It also provides a good value for money. The app is also available and includes integration with phone. Cons Probably the value for money. 12 agent the lowest cost is perhaps a bit expensive. I would recommend to include a release of free and 12 one. Review Source VR Verified Reviewer Information Technology Manager Higher Education Used the software for: I used a free trial ### "Need to work on lag time but like customization for agent viewing" August 20, 2017 3.0 Pros Compared to other help desk software it is good for the price. It allows agents to customize how they want to view tickets/dashboard. It has a very modern looking color scheme and layout. Cons There were many times when there was a lag time when emails were sent from the system. The Free trail period is too short. We didn't like that our agents had to create a ZoHo Social account. Review Source Carlos Daniel O. Analista Pleno Information Technology and Services Used the software for: I used a free trial ### "Simple and useful" August 21, 2017 5.0 Pros The application shows very consistent on its business rules and it's just amazing how user friendly the tool is! Cons Something really painful is that we couldn't find any option for creating inventories. As we manage our customers IT, it's essentials to have the information up to date. Something we could't find at least for now is an option to store securely customer's inventory. Review Source RD Rita D. Agricoltura Farming Used the software for: Less than 6 months ### "Utile e funzionale" February 18, 2023 5.0 Pros Che puoi parlare in tempo reale con le varie aziende o persone Cons Che non é molto conosciuto, quindi pochi lo hanno Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: Less than 6 months ### "One of the leading product for customer service tools" December 20, 2022 4.0 The overall experience was excellent and the onboarding was smooth. I can definitely recommend this app to products that need regular customer support for their apps. Pros I like the most that even though Zoho provides a large number of features ranging from live chats to email management, and more. But they have beautifully decoupled each of these. Thus, I was able to use their knowledge management effectively on the Zoho desk. One of the main use that I made for this knowledge management was to be able to save pre-defined solutions for the user's frequently asked questions. It helped the team to reply quickly and reduce the time on analysis. Overall, this increased the product quality as the support provided by us was quick. Thus, increasing the product value. Cons Even though their portal provides a personalized experience, they work on their UI to make it a little more appealing. No other cons were identified when it comes to the functionality. Review Source TH Tammy H. Director of Support Services and Online Training Information Technology and Services Used the software for: 1-2 years ### "Great functionality. " June 7, 2017 4.0 I love that the Desk product is included with our CRM package. It keeps our costs down while moving our productivity up. Pros This software is very easy to use. The new format released looks nice and handles our support needs in a very seamless manner. Cons I'm not impressed with the communication with the CRM. We bought the package for the CRM and support portal to work together. However, we have to switch back and forth quite a bit. I have not yet found an acceptable fix. Review Source VR Verified Reviewer Entrepreneur Used the software for: Less than 6 months ### "Good at budget, but slow and need to fix bugs" October 17, 2017 3.0 We are able to organize customer management and address issues efficiently. Pros Cost and features. This helps us to run a ticketing system easily, and cost is very affordable for a startups. Cons some bugs unattended for ages, it seems. At times it becomes really slow which is defending the purpose of using ticket system itself which is actually to speed up the processes. Support replies really slow. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.