# Page 32 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 32 - Is Zoho Desk the right Complaint Management 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

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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/)

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Last updated March 15th, 2026

# Page 32 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 776-800 of 2211 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

DP

Dvora P.  
Ceo, ppc  
Marketing and Advertising  
Used the software for: 1-2 years

### "Very good software"

November 21, 2022

5.0

Pros

Very easy to use, great support platform, easy to manage assignments

Cons

Knowledge management is not so intuitive

Review Source

MR

Mark R.  
Owner  
Marketing and Advertising  
Used the software for: 6-12 months

### "Excellent CRM Software"

July 7, 2020

5.0

Excellent, we cannot fault the whole process from start to finish.

Pros

The price to get started is 0 that is right NOTHING and the functionality of the software is mind-blowing it has enabled us to grow exponentially, I have tried a lot, this rocks, no contest.

Cons

Takes a little time to understand the system, but hey it is for free at my level, but you will need to upgrade to access other features.

Review Source

GR

Genesis R.  
Customer Support Manager  
Education Management  
Used the software for:

### "So long it's been productive at most, we expected (and need a little extras) but it is great."

June 21, 2017

4.0

First off, the free trial is a big "thanks". Second, it help us to make little changes that improve our service

Pros

Micro: The built-in features like task associates to tickets, the capability to customize almost everything , the macros, the temp to the emails (is huge because we've been trying a lot of customer service software and even this is important, most of it doesn't include templates to instert in the answers), the reports are awesome. Macro: The Modules in general are very well design and we think is user-frendly above all.

Cons

The integrations... We need a core software center that integrate to the apps we already use and the channels we already have, but zoho desk integrates almost only with its own apps. That's a big downside for us.

Review Source

VR

Verified Reviewer  
Sales Manager  
Real Estate  
Used the software for: Less than 6 months

### "Easy set up and customization"

September 27, 2017

4.0

Pros

Integrations with other Zoho Products quick to get set-up easy customization. easy onboarding with team members Lots of options.

Cons

Although it is nice to have a large number of options when you are starting out setting up a customer support system it would be ideal to have a basic set-up to start from. And after that add-on options.

Review Source

VR

Verified Reviewer  
Software Development Engineer  
Internet  
Used the software for: 6-12 months

### "Must have tool for your Customer service desk"

December 14, 2018

5.0

Pros

1\. Amazing, intuitive and easy to use interface 2. Role level view of the dashboard 3. Ticket view where you can see all the tickets at once 4. Cost is relatively less(not much) than other softwares

Cons

This has relatively less number of feature as compared to zendesk but they are sufficient unless you have a very big customer support team

Review Source

RT

Regina T.  
CEO  
Information Technology and Services  
Used the software for: 2+ years

### "I've been a long time user of Zoho Desk and I must say how user friendly and reliable it has been."

March 28, 2018

5.0

Pros

I can get notifications for service request on my mobile devices. I can manage service request outside of the office. I can assign calls on the fly.

Cons

I have none so far, but to satisfy the review requirements, I will say I wish I had access to video tutorials.

Review Source

William S.  
owner  
Computer & Network Security  
Used the software for: Less than 6 months

### "Easy to use. Integrates with other zoho products seamlessly."

July 24, 2023

4.0

Pros

integrated with zoho accounting with ease. simple to use and pretty responsive.

Cons

its good, not as powerful / customizable as Manage Engine Free

Review Source

VR

Verified Reviewer  
Chief Operating Officer  
Information Technology and Services  
Used the software for: Less than 6 months

### "Zoho desk helps you cut in support costs and leverage your HR time"

May 5, 2017

5.0

Pros

It really helps you to control requests from clients and follow ups. Love the fact that it actually syncs with your CRM at the same time.

Cons

Integration with Zapier is great, but comes with a cost. We use Scheduleonce a premium "zap" so even we are already paying for 2 systems, now you need to pay for a 3rd to construct the integration.

Review Source

MF

Myriam F.  
Marketing  
  
Used the software for: 1-2 years

### "Zoho desk is very helpful for managing different inboxes and tasks within a team"

December 4, 2017

4.0

Pros

Ease of use, Zoho desk is very helpful for managing efficiently different inboxes and tasks within a team

Cons

Limitations of the free version, only 1 inbox, integration with Zoho CRM and some emails got lost in the middle.

Review Source

Terence N.  
md  
Warehousing  
Used the software for:

### "excellent"

August 21, 2017

5.0

monitoring my staff

Pros

monitoring my team. we can keep track of all our problems. and the progress. this really is the operation system for business

Review Source

VS

Vikram S.  
Junior Superintendent  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Customer support managment with Zoho Desk"

March 4, 2023

4.0

While the customization options may be limited but the platform's extensive documentation and customer support make it easy to get the most out of the software.

Pros

Zoho Desk offers a range of communication channels, including email, chat, and social media, which makes it easy to manage customer support requests across multiple channels.

Cons

Customization options are limited compared to other help desk software on the market.

Review Source

Jacob P.  
CEO  
Retail  
Used the software for: Less than 6 months

### "Great Software & Great Support"

April 5, 2017

5.0

Zoho Desk is such a great feature to add to your line of customer support tools. You can easily integrate it directly with other Zoho Products (CRM, Mail, Chat, ect) and it's a seamless integration. Zoho Desk support team is great, They provide friendly and top of the line services and they get back to their customers at their earlier (which is a few hours) .

Pros

Forums Feature & SLA

Cons

Nothing, The software is great

Review Source

VR

Verified Reviewer  
  
  
Used the software for: Less than 6 months

### "UI is good. attributes are what we needed."

September 8, 2017

5.0

Pros

Getting control of the team email communications. Allowing for notes, comments, and accountability for the entire team.

Cons

We really need to have integration with a txt msg program we are using called Textline. It would be extremely helpful if ZohoDesk connected with that product and brought it into the ZohoDesk conversation screens.

Review Source

VR

Verified Reviewer  
  
  
Used the software for: Less than 6 months

### "Great Price, Great Product."

September 6, 2017

5.0

Pros

Costumer Service is one of the best. Easy to use. Quick set up and implementation. Ticketing System is easy to use and clear and precise.

Cons

Our company has enjoyed this product, no major complaints. When it comes to being intuitive, it could be a little easier to navigate - icons could be better labeled or have a roll over function.

Review Source

VR

Verified Reviewer  
Chief Technology Officer  
Information Technology and Services  
Used the software for: I used a free trial

### "Great to get organized!"

August 29, 2017

5.0

Pros

Zoho Desk is a great tool that helps me organize the support for my company. We now work happier and our customers are happier as we answear faster!

Cons

Some of the features still need a little more customization options. I would be particulararly interested on being able to build a better help center with more customization options.

Review Source

Alexander B.  
Retail Experience Specialist  
Consumer Electronics  
Used the software for: I used a free trial

### "Easy to Setup & great Value for small Projects and ca be scaled to larger Projects at every time"

July 20, 2017

5.0

Pros

Free Basic Version to test and lern. Can be enough for a small Project. Nice Design an easy to navigate. Tablet and Phone App a great Plus. Zoho Form is a great Addition for creating tickets

Cons

To early to say. Missing integration with others CRM Solution like Microsoft Dynamics or Salesforce. The App for Forms is not yet usefull.

Review Source

Michel M.  
Président et Chef de la direction  
Information Technology and Services  
Used the software for: I used a free trial

### "Simple to use and Multilingual"

October 30, 2017

5.0

Pros

We were looking for a multilingual CRM and HelpDesk software. When we found Zoho we were surprised by its ease of use and the multi-module just to make our life easy

Cons

After registration, you need to configure the entire thing. even if it is easy it is also complex and one must know what he is doing cause it can stop working.

Review Source

DD

Dustin D.  
CTO  
  
Used the software for: Less than 6 months

### "I am finding Zoho Desk to be very robust in it's features and offers more for my company than needed"

December 14, 2017

4.0

Pros

There are a lot of capabilities in the software that I am still working to setup because we weren't initially looking to do that much. After learning about some of them more, I am confident that they will help reduce CS emails and give us plenty of customization to build a great Help Center.

Cons

We are doing a single agent system and if you want to change the email address of that agent it seems to be virtually impossible. We had someone initially set up our portal with an email address outside of our companies and this inability to change the address made us lose using our company's name as the portal. I don't think you should be able to use a company name if your email doesn't contain that company name, as it stands anyone can choose any company name for a portal as long as someone else hasn't already created it which means you might not be able to use your own company name for your portal.

Review Source

VR

Verified Reviewer  
Founder and CEO  
  
Used the software for: Less than 6 months

### "Great helpdesk for a small company"

October 16, 2017

4.0

Control over a difficult implementation. Ease of communication with customers and partenrs.

Pros

Ease of use. Customer portal setup in less than 10 minutes. Easy to follow up with publish comments and easy to customize workflow

Cons

integration with other zoho products. Seems it take a bit of an effort to undersatand where you are in the product offering.

Review Source

JC

Jose C.  
Infraestructure Engineer  
Computer & Network Security  
Used the software for: I used a free trial

### "Zoho best experience"

January 15, 2021

5.0

Super recommended tool, facilitates ticket assignment and monitoring, in addition to keeping the end user informed

Pros

It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail

Cons

I have nothing to say, I like the Zoho experience

Alternatives considered

[Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)

Review Source

VR

Verified Reviewer  
Founder  
  
Used the software for: Less than 6 months

### "Best Desk service ever"

January 2, 2018

4.0

increase customer happiness and team efficiency

Pros

We liked the ease of use, great UX design of the interface and specially the complete service offer. The price is also a great competitive advantage

Cons

Unfortunatly it doeas not manager Tickets from Facebook or Twitter DM yet. The traduction to other languages is sometimes not very good

Review Source

NT

Nitika T.  
Head Customer Care  
Marketing and Advertising  
Used the software for: 6-12 months

### "Zoho desk is user friendly and easy to use"

July 28, 2017

5.0

It meets service desk needs and can quickly be deployed . The reports and dashboards are customizable. It integrates perfectly to email and asterix and also handles ticketing very well.

Pros

I recommend zoho as it is easy to use and deploy. It meets service desk needs and can quickly be deployed . The reports and dashboards are customizable. It integrates perfectly to email and asterix and also handles ticketing very well.

Cons

It's a little bit limited and It may outgrow it eventually. Should allow for additional customization on the customer and account tabs to display data from external sources.

Review Source

CR

Chitra R.  
Business Analyst  
Information Technology and Services  
Used the software for: 1-2 years

### "Awesome Product"

March 11, 2019

5.0

Pros

User Friendly interface, easy to use and best features as compared to other similar products.

Cons

They keep on adding new features and functionality to the software and every required functionality is covered.

Review Source

VR

Verified Reviewer  
Director of Medical & Operations  
Human Resources  
Used the software for: I used a free trial

### "Tracking and Communicating never been so easy!!"

July 24, 2017

5.0

Pros

Great Product! The best part of this application is automation of notifications. Tracking and managing tickets are super easy, for admin as well as end users. This is basically "Ticketing for Dummies".

Cons

We have used for 30 days and only I have seen improvements in how we track tickets compare to our last procedure.

Review Source

VR

Verified Reviewer  
Operational Improvement Manager  
Building Materials  
Used the software for: Less than 6 months

### "Zoho Desk is the right tool for your service desk!"

May 31, 2017

4.0

Pros

Zoho Desk is really a great tool and the final decision after analyzing a huge number of different service desk solutions. The others couldn't convince me as good as Zoho, especially for the low price!

Cons

No really any cons, the documentation could be a bit more detailed but apart from that I am very happy with Zoho.

Review Source

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