--- title: "Page 3 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 3 - Is Zoho Desk the right Help Desk solution for you? Explore 2216 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/169505/Zoho-Desk/reviews/?page=3" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- Zoho Desk 4.5 (2216) [View alternatives](https://www.capterra.com/p/169505/Zoho-Desk/alternatives/) 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 October 19th, 2026 # Page 3 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 51-75 of 2216 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PNK Peter N K. Cyber Security Engineer Computer & Network Security Used the software for: 2+ years ### "Elevate your customers experience with Zoho Desk, a ten over ten software." January 25, 2025 5.0 Incredible experience like no other. My all-time partner. Pros Make communication proactive with Zoho Desk. It has a very easy to use user interface, very easy to use. Ticket management and real time alerts and notification makes Zoho Desk our top priority. A game changer you ought to try. Cons Let's learn to focus on the positive side, Zoho Desk can never let anyone down. Switched from [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) LiveAgent's free plan lacks some features. Review Source Kaylie D. Chief Human Resources Officer Hospital & Health Care Used the software for: 1-2 years ### "Efficient collaboration software." January 3, 2025 4.0 Our clinics have grown a lot and we have significantly increased the number of employees and professionals working with us, for this and other reasons of administrative streamlining we decided to implement Zoho Desk, which with its features allowed us to facilitate collaboration between employees. We created a ticketing system that allowed us to prioritize employee requests and reduce response time. We created an employee portal where they can find frequently asked questions and report problems. Pros It is a necessary tool to facilitate excellent synchronization and communication between employees. It has a well-designed interface that is pleasing to the eye. It allows you to keep track of the problems that arise in each department of the company and respond more effectively. Cons It is an efficient product and so far we have not had any major problems. Review Source VR Verified Reviewer board member Information Technology and Services Used the software for: 6-12 months ### "Zoho Desk Review " January 25, 2025 4.0 the setup process was straightforward and fast, There were videos to assist in setting up Pros easy to use CRM, works well with other software integrations Cons quite expensive for the enterprise plan, it had all the features we wanted and I pretty much had to pay for it Review Source VR Verified Reviewer Team Lead Design Used the software for: I used a free trial ### "Great Experience" March 21, 2025 5.0 Pros Zoho desk is so easy to use for automations. Cons They are not giving much third party integrations. Review Source DT Daniel T. IT Engineer Automotive Used the software for: I used a free trial ### "Zohodesk lets itself down with load times" April 3, 2025 3.0 When I first started using Zoho desk I was impressed but after further usage, I began to feel let down by the load times and the lack of features when it comes to reporting and usage on mobile devices Pros Full integration within the zoho suite. The levels of customization are excellent. low cost compared to the competitors Cons Load times and performance can be slow. Not all the same features are available on the mobile app Review Source CM Charu M. Head HR Management Consulting Used the software for: 1-2 years ### "Zoho is the best and cheapest" February 12, 2025 5.0 I'm absolutely delighted to share my exceptional experience with Zoho! It's undoubtedly one of my favorite platforms for reliable services and cutting-edge features. Reliable services with minimal downtime Innovative features that cater to diverse business needs Exceptional customer support that's always available. Pros Unparalleled customer support. The team is responsive, knowledgeable, and goes above and beyond to ensure seamless issue resolution. Cons I have not experienced anything less with Zoho Review Source Karan K. Senior accountant Accounting Used the software for: Less than 6 months ### "Desk software to deliver good support" January 30, 2025 4.0 Overall its not so good to use Zoho but the idea is good Pros We can use it with limites excess of internet Cons Clumsy, and not intuitive along with gaping holes in sales Review Source GF Gabriel F. IT Intern Computer Software Used the software for: I used a free trial ### "Great Option as a Customer Support Platform" February 26, 2025 5.0 Over all i really like the platform and we plan to use it Pros I like that it has the option to approve a request to access the knowledge base Cons It can be difficult to set up the knowledge base settings the first time. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Zoho Desk Better user management when it comes to knowledge base Review Source Satheesh R. System Engineer Information Technology and Services Used the software for: Less than 6 months ### "Amazing Product" February 4, 2025 5.0 I am fully satisfied to work in this domain Pros I like the support is to quick and we all are satisfied with this product. Cons It's very effective platform to work and simple to work. Review Source TK Thorsten K. Chief of office of Airworthiness Airlines/Aviation Used the software for: 6-12 months ### "Get help and track tickets." January 6, 2025 5.0 I like it's ability to keep tickets open until they're worked upon. Pros Zoho Desk is simple to use and inexpensive when compared to similar and easy to track their tickets. Cons It helps us to connecting our clients in very short time Switched from [Google Chat](https://www.capterra.com/p/175800/Chat/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Zoho Desk is quiet simple and modified Communication tools. Review Source SN Samuel N. Marketing Manager Broadcast Media Used the software for: 2+ years ### "Fostering Seamless Customer Service and Support with Zoho Desk. " December 16, 2024 5.0 Pros It is simple to communicate and engage with customers across multiple communication channels with Zoho Desk. It enhances faster customer issues resolution. It provides 24/7/365 customer support. Cons My experience with Zoho Desk is great hence I lack anything to dislike. Switched from [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Zoho Desk is less complicated, affordable and fast to use compared to it's similar products. Review Source TT Tommy T. AV Technician Construction Used the software for: 6-12 months ### "Runs smoothly and can do a lot of basic things for customer support." November 28, 2024 4.0 Great! Simple and does what we needed to do. Could not complain. Pros Simple and easy to use. Could integrate teams with zoho. Ticket system was easy to use. Cons Some functions wouldn't work based on the IT feedback Review Source EP Eudelio P. ceo Internet Used the software for: 1-2 years ### "Zoho recomended" November 30, 2024 5.0 Pros The ticketing feature is the one I use in my day job Cons I am happy with all features in Zoho Desk Review Source CS Connor S. Brokerage Operations Associate Financial Services Used the software for: 1-2 years ### "Knowledge base for your customers" November 29, 2024 4.0 We use Zoho Desk to organize help articles for our customers and it has been very valuable. Pros We like the feature of using the Knowledge Base to organize help articles for our customers. Cons The ticket system is a bit overwhelming and isn't quite worth it over just using a regular email inbox. Review Source Buse S. IT Manager Consumer Electronics Used the software for: 6-12 months ### "A lot better compared to similar tools in many aspects" November 7, 2023 5.0 Zoho Desk is a pretty nice tool because it lets us bring all our customer service stuff together in one place. We can handle support tickets, calls, emails, and even social media messages right in Zoho Desk. It's got a bunch of handy features and tools that help us run support smoothly. We can check out how we're doing with analytics, automate boring tasks, and set up our own custom workflows. Long story short, Zoho Desk has made our customers happier, improved our relationships with them, and kicked our customer support game up a notch. Pros Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers. Cons It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial. Review Source Houyamne A. UI Designer Marketing and Advertising Used the software for: 2+ years ### "our all-in-one client-success management tool" July 21, 2023 5.0 This tool helps our team to manage invoices and support related issues and personally, I'm satisfied with it. Pros Zohodesk helps us to effectively communicate with our customers in several ways:- It enables us to create effective create quote forms with automatic payment options attached. This works in the way that when a client requests a free quote. We usually include a payment option at the bottom of the quote that will permit the client to directly make their payment (PayPal and Stripe) after quote acceptance. We also urge them to quickly sign and agree to our business terms before payment is initiated.-We use it to create automatic recurring payments based on the contract type with the client.- It also helps to manage support tickets and follow up with any issues our clients might be facing.The most fascinating part of it is that ZohoDesk handles everything internally Cons Even though the free version is limited, but yet, we still get the best out of it. It's not a bad deal. Switched from [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) There are so many reasons for switching to the Zoho desk tool. Some of these are pricing, feature quality, satisfaction rates, support quality, and ease of use. Review Source Alejandro Enrique M. Helpdesk Operations Supervisor Telecommunications Used the software for: 2+ years ### "With Zoho Desk, your organization offers the best omnichannel customer service. " June 9, 2023 4.0 The Technical Support team of a technology company is perhaps the part of the organization that is more in contact with end users, from here start all the requirements, fault reports and claims for the same provision of services, having a tool that allows direct contact with users by providing the means to approach our organization leaves very high quality of service and satisfaction of the same customers, Zoho Desk with the quality and multiplicity of functions allows both our team and the same customers to have a pleasant experience with the Technical Support group and incidentally with the organization which is left with an excellent impression to customers. Pros As a member of the Technical Support group I can say that we are facing one of the most complete tools and that facilitates our work with customers, allows automatically creating tickets for the different incidents that users present and thanks to the predefined rules of assignment to each role these tickets are assigned to each member of the different groups that make up technical support; We can as administrators create profiles and assign or remove members in a simple way; analyze the management times of the tickets which is a point of vital importance due to the different types of customers because it affects the service level agreement, real-time notifications to users of the tickets created and the evolution of the same, finally the integration with CRM allowing you to view customer data for future contacts. Cons Having a tool that allows us to be in contact with our customers regardless of the communication channel (chat, telephone, social networks, etc.) is to strengthen the commercial and social relationship between the two, Zoho Desk has fully met the expectations of a tool to create customer requests and for those cases where we have had some difficulty the technical support has intervened promptly, so far nothing negative I can say about the tool. Review Source BM Beatriz M. CUSTOMER SUPPORT SPECIALIST Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Zoho desk is a go!" June 23, 2023 4.0 Pros Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it. Cons The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open. Review Source Anschaire Gildas N. Ingénieur Informaticien Professional Training & Coaching Used the software for: 6-12 months ### "Zoho Desk un choix judicieux pour rester plus proche de ses clients" September 20, 2023 4.0 Zoho m'a permet de me rapprocher de mes clients et surtout d'être présent en temps réel à tout moment de leur inquiétude. Pros Zoho Desk m'a permis notamment de personnaliser, d'améliorer l'apparence, la clarté, la communication professionnelle et une meilleure expérience client. Il me permet de créer des réponses plus attrayantes et structurées, renforçant ainsi la qualité de notre support client. Cons Bien que la mise en forme de texte dans Zoho Desk offre de nombreux avantages, elle doit être utilisée avec discernement pour éviter les inconvénients potentiels tels que la surutilisation, la complexité et la perte de compatibilité. Il est important de trouver un équilibre entre la personnalisation et la clarté de la communication. Reason for choosing Zoho Desk Zoho est simple d'utilisation et me rapproche de mes clients en temps réel. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Freshchat](https://www.capterra.com/p/158117/Freshchat/)[Front](https://www.capterra.com/p/132901/Front/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) Pour avoir le meilleur logiciel adapté à mes besoins. Review Source Divaldo C. CEO Consumer Services Used the software for: 1-2 years ### "One of the best Help desk solution" October 22, 2023 5.0 Pros I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities. Cons I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive. Review Source VR Verified Reviewer IT admin Computer & Network Security Used the software for: 2+ years ### "a very useful tool for organizations and MSP teams" September 27, 2023 5.0 In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures. Pros I like the customization of the system, creation of workflows, and automation Cons I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing Zoho Desk ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.) Review Source AP Alex P. Systems Analyst. Telecommunications Used the software for: 2+ years ### "A really good product, complete and easy to use." May 25, 2023 5.0 For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain and even increase it as much as possible, we implement new techniques to favor customer relationships and generate trust and an overall exceptional experience while they are using our services, It is here where Zoho Desk takes the place and plays an important role because thanks to its implementation, we managed to improve response times to their requests, customer service agents can view and manage tickets more efficiently and easily, which has allowed us to respond to their queries quickly and effectively; This has undoubtedly led to a significant increase of approximately 40% in their satisfaction, we have really benefited from the use of Zohk Desk. Pros The UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities. Cons Really have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance. Review Source LG Letlet G. Sales and Marketing Retail Used the software for: 6-12 months ### "Boost Your Customer Satisfaction Levels with Zoho Desk" February 22, 2023 5.0 We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service. Pros The unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates. Cons Although Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Zoho Desk has several advantages over its competitors in the help desk software market. Firstly, Zoho Desk seamlessly integrates with other Zoho products, such as Zoho CRM, Zoho SalesIQ, and Zoho Projects. This makes it easier for businesses to have a comprehensive solution that streamlines their sales, marketing, and support operations.Another advantage of Zoho Desk is its affordable pricing. Zoho Desk offers a range of pricing plans that are affordable and scalable for businesses of all sizes. In fact, its pricing is often more competitive than other help desk software solutions in the market, making it an excellent value for businesses looking to streamline their customer support operations. Review Source PJ Peter J. Consultant Renewables & Environment Used the software for: 2+ years ### "Offers multiple options to help customers get their issues resolved quickly" May 22, 2024 5.0 Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them. Pros In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use. Cons Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Poor customer support. Zoho Desk support team is responsive and quite friendly. Review Source Jesús G. CEO Management Consulting Used the software for: 2+ years ### "Zoho desk, herramienta para la atención al cliente, posventa y soporte" January 16, 2023 5.0 Genial, todos los tickets de la compañía se atienden en tiempo y forma, y permiten el dimensionamiento. Pros La facilidad de uso y su fácil integración a los canales de comunicación Cons Que necesito a un partner Zoho para implementarlo al tener tantísimas funciones, pero merece la pena contactar con un partner premium y no perder el tiempo en la implementación Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Por precio y por zoho one que tiene 50 aplicaciones en una Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Por precio y por la suite de zoho tan grande que me permite interconectar toda la empresa Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.