# Page 5 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - Is Zoho Desk the right Complaint Management solution for you? Explore 2212 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 (2212) 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 May 26th, 2026 # Page 5 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 101-125 of 2212 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ana A. Security Architecture Discipline leader Banking Used the software for: 1-2 years ### "Zoho Desk: easy to use, customizable, and evolving service desk suite" August 16, 2022 4.0 We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems. Pros The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time. Cons The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk We are a growing company and we need to track our issues not only by the customer but also by specific serial number. We had a very rudimentary system to do this, but our size is pushing us to modernize to stay on top of everything. This system should help us. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We are creating the first in-house service solution for the company. Having a managed solution to handle requests that other team members can monitor and resolve is much better than trying to handle email support requests that sit in an inbox with many other unrelated emails. Review Source VR Verified Reviewer Assistant Digital Marketing Manager Education Management Used the software for: 6-12 months ### "A Simple Software to Track Your Calls " February 28, 2023 5.0 Pros The call tracking management feature is awesome. Now I can track all inbound and outbound calls easily. It helps to track actual conversations between agents and clients. Cons Most of the features of Zoho Desk are good, but sometimes I faced some issues in the integration process. But I would recommend it from my side to use it. Review Source LC Liza C. HR Officer Renewables & Environment Used the software for: 1-2 years ### "It helps improve the level and quality of support provided to clients." June 1, 2022 5.0 In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided. Pros Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries. Cons I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request. Review Source MD Matt D. Owner Computer Software Used the software for: 1-2 years ### "Zoho Desk isn't a favourite option of mine, but it works." September 19, 2022 3.0 Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it. Pros Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without. Cons Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such. Review Source SD Smita D. FREELANCER Computer Software Used the software for: 6-12 months ### "Zoho CRM latest Review" March 15, 2022 5.0 Zoho is 9 and plus rated in comparison to other platforms in the market and it's the best value on investment. Pros 1\. It automates important sales operations 2. Gives access to important data in real-time 3. Makes use of max social media 4. It integrates with google apps 5. Supports maximum operating systems Cons Zoho requires a lot of customization to start with Sometimes I feel there is limited customer support Review Source Sahin S. Manager - Operations Education Management Used the software for: 1-2 years ### "A one stop solution to resource and task management with ease." June 28, 2021 4.0 Day-to-day drive management and operational tasks like emails, scheduling, sharing of important files are done centrally through Zoho desk. It actually clubs everything under one umbrella accessible to all users in the organization chain. Pros It helps manage and track operational activities by assigning Tickets and maintaining a smooth and even workflow that ultimately helps maintain a steady workflow and swift response. Cons Sometimes it is very slow and appears a bit clumsy. The view can be improved. Review Source Diana H. Consultor y project manager Management Consulting Used the software for: 2+ years ### "muy fácil de usar y completo " April 16, 2023 5.0 En general han sido todo un descubrimiento conocer la herramienta, con tanto potencial y tanta usabilidad, ojalá pronto añadan módulo proveedores y módulos personalizados con eso lo petaria Pros Super fácil implementación, es una interface muy intuitiva, estéticamente simple y limpia. Por otro lado está en constante actualización y novedades con lo cual motiva a mantenerse al día con los nuevos componentes y soluciones Cons Echo en falta la posibilidad de módulos personalizados y módulo proveedores ya que permitirá vincular la incidencia al origen del manufacturera Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Mas económico, más intuitivo, buen soporte Review Source LR Leonardo R. Social Media Manager Marketing and Advertising Used the software for: 1-2 years ### "Definitely a positive feature within the Zoho world." February 26, 2023 4.0 I would say my overall experience so far is about a 7o 8 our of 10. There are some things that I still struggle with but it gets the job done and has really helped us as an organization. I understand that I might have some more learning to do to make the most out of it but, I feel that it can also be improved a bit to make it even easier to use. Pros What I like the most about this software is how this "separate realm" allows us as an organization to stay organized, communicate well, and even provide better customer service by allowing us to stay on top of our priorities as they merge with our customers' issues. Cons The layout and navigation is what I liked the least. I feel like it could be easier to navigate and more appealing to the user. I believe it to be pretty plane and not very innate to how we'd regularly work our way through a website/software. Review Source Mehandi I. Junior Conusltant Information Technology and Services Used the software for: 2+ years ### "Review for Zoho Desk " March 31, 2022 5.0 Business problems which I am solving with Zoho Desk are as such:- 1) Solving customer quries. 2) Solving internal teams queries. 3) Tracking pendign tickets. 4) Collecting tickets from multiple channels. Benefits:- 1) Saving time. 2) Making our customers happy by timely solution of their queries. Pros Things which I like most about ZohonDesk are as such:- 1) Inexpensive 2) Easy to customize, manage and use. 3) User firendly UI. 4) one of the best in the industry. 5) Variety of Functions and customizations available. 6) Easily integrate with multi-channel for collecting tickets. Even more.. Cons Things which I like least about Zoho Desk are:- 1) Speed at which it works and apart from point 1, there is nothing else which I like least about zoho desk. Review Source AD Amira D. Site Architect Construction Used the software for: 2+ years ### "An ideal tool to achieve the best tracking and interaction with customer requests" April 19, 2022 5.0 Zoho Desk has enabled us to interact in an innovative way with customers and increased the cooperation of team members to ensure that all open tickets are closed and all inquiries are answered in the specified times and without delay, which raised the level of satisfaction of our customers with the rapid response to them. Pros I appreciate the ease of use and ease of setting up operations in Zoho Desk, as it makes everything go smoothly and the staff can also be in harmony with each other when performing jobs. I love the design of the customer portal, where you find all the information, as well as requests and pending tasks, as well as the dates required to be completed with it. I also love the communication channels that Zoho Desk provides, which keeps the work team connected at all times and under all circumstances. I also like the capabilities that Zoho Desk provides, which also enables customers to easily know the status of their orders, which enhances customer confidence in the organization in general. Cons It is not a lot of negative or complicated matters, as it is easy to enable all members of the work team to use it optimally. I really appreciate the very helpful support provided by the Zoho Desk team as well as their regular email guides, which have been instrumental in simplifying things and making the best use of the system. Review Source WL Warren L. General Manager Information Technology and Services Used the software for: 6-12 months ### "Zoho - One of the best ticket systems around" January 3, 2023 4.0 The initial setup was quick and easy, and since then it has been very smooth. The team enjoy using the software, the customers are feeling the benefit of the reliable ticket features. Pros The best bit about the software is that my team enjoy using it. It's user friendly, and visually appealing. The setup was also very pain free. Couple hours and we were ready to go. Cons We miss the FAQ's section of our previous helpdesk supplier. This is so handy and is really something that needs adding to Zoho. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk The price was a deciding factor, and the support offered. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[NinjaOne](https://www.capterra.com/p/184229/NinjaOne/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Our contract had expired with our previous provider, and we felt we wanted a fresher change. Review Source Sarah H. System Administrator Information Technology and Services Used the software for: 2+ years ### "The gold standard in customer service!" July 17, 2022 5.0 Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services. Pros Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service. Cons If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Wrike](https://www.capterra.com/p/76113/Wrike/) A situation when this method would be useful To utilize it to guide someone through the process of acquiring a product or a service by answering their questions and pointing them in the right direction. It's one of the tool's most helpful features. The benefit of this system is that we can classify and solve user issues in accordance with their specific category. Review Source Tacho T. Driving instructor Education Management Used the software for: 1-2 years ### "Zoho desk allows me to track all incoming requests and to convert website visitors to real customers" September 1, 2021 5.0 A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report. Pros The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem. Cons I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM. Reason for choosing Zoho Desk I use Zoho CRM and choosing the Zoho desk was a natural decision. I always prefer to use all solutions. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Before choosing the Zoho desk we used a shared Excel sheet with manually inserted data and comments. That takes a lot of time for our customer support team. Review Source AR Amit R. Digital Marketer Marketing and Advertising Used the software for: 2+ years ### "Fully ticketing and best helpdesk application system - Great Value for Great Features" November 16, 2022 5.0 Overall, I found the Zoho Desk user interface to be great. It's easy to navigate and create tickets, which saved me a lot of time and effort. I would highly recommend this product to anyone looking for a good ticketing system. Pros We were looking for a ticketing solution that could help us manage customer enquiries, document and collaborate communication, as well as track and resolve customer issues. Zoho Desk is the perfect solution for our customer success team. It's integration with other Zoho products such as Contacts and Calendar, has really streamlined how we interact with our customers. Zoho Desk has a huge list of features, making it very configurable to our specific business needs. The price is very competitive, making it an excellent value. Cons It can be frustrating when we can't find the right functionality or how to implement it, so it would be helpful if advanced features were more accessible or if there were tips on how to use them. However, sometimes companies choose to only make these available at higher pricing tiers. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Sugar Serve](https://www.capterra.com/p/203733/Sugar-Serve/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk I chose Zoho desk over these alternative products because it has all the features a user needs to create a ticketing system, organize and prioritize service tickets, easily track all tasks, create tickets, and respond to them fast. Zoho Desk is flexible, user-friendly, and efficiently tracks customers' history of support tickets. Zoho Desk supports various integrations, such as Jira Software, Google Workspace, Trello, Zoho CRM, Microsoft Teams, Zapier, Zoho Assist, Zoho Sales, and Slack. Review Source Oliver M. Network Administrator Management Consulting Used the software for: 2+ years ### "Easily deployable software that relates closely with our customers management needs." September 20, 2023 5.0 User-friendly and reliable software. My experience so far is great and I would recommend it. Pros A lot has been said about Zoho Desk but my experience is outstandingly genuine and worth sharing. Zoho gives live performance which is a big achievement for us. We are able to keep track of customers needs and satisfaction in real time. Adjustment is therefore effected immediately where need be. Apart from real time engagement, Zoho is quite affordable. With the much Zoho helps in achieving, it is worth our money and time over and over again. Other benefits of using Zoho Desk are, ease of customization, integration and implementation. Zoho is the real deal. Cons For the longest time I have used Zoho Desk, I have no complaints. Neither do anyone in my team. I only feel the greatness of it. Review Source Vanessa W. Operational Finance Construction Used the software for: 1-2 years ### "Work and communicate with your clients safely" August 31, 2022 5.0 The great utility that this tool offers is fascinating, it has served me both for work and personal use. Within my company we usually use this tool to communicate with our clients from all over the country, it also makes our work easier since it is available on mobile phones and we can use it wherever we are. Pros Zoho Desk is a great tool for both work and personal use since it allows us to carry out different actions such as sending emails, sending text messages, making live chats, and making calls to our clients, among others. In addition, this tool is one of the most used in my industry since it has greatly benefited us with its ease of use and the variety of options it contains. Cons This tool offers several options for its use and the way it can work is amazing. However, what I don't like about this tool is that it is somewhat expensive and has competition with other software. Review Source Sophie C. Office Administrative Machinery Used the software for: 1-2 years ### "powerful and efficient customer service" August 24, 2023 5.0 Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication is impressive. Efficiency and communication management is improved with this platform. Pros I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place. Cons At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up. Review Source Matthew B. Director Of Marketing And Advertising Internet Used the software for: 2+ years ### "Full-Featured Business Software" July 25, 2023 5.0 By delivering a plethora of applications in one convenient package, Zoho One helps organizations with a wide range of issues. The technologies work together seamlessly, eliminating the need to jump between applications to complete a single task. This helps organizations save a ton of money and effort, which they can use into expansion rather than managing various software systems. Furthermore, teams are able to collaborate and produce superior outcomes because to the well-integrated and user-friendly tools available across all platforms. This facilitates effective communication and collaboration among geographically dispersed teams. Pros With Zoho One, organizations get access to a suite of useful tools in a unified interface. All of the functions may be accessed and used without having to switch between applications, thanks to the excellent integration between the various tools. Teams may better coordinate their efforts and produce higher quality work thanks to the intuitive and well-integrated software. Cons Although Zoho One provides access to a wide variety of applications, it is not without drawbacks. These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in comparison to free or low-cost alternatives. Review Source VR Verified Reviewer Web Marketing Market Research Used the software for: 2+ years ### """"MY Review ON Zoho Desk"""" February 12, 2023 4.0 As a user, I have been thoroughly impressed with my experience using Zoho Desk. The seamless integration and it has made my work processes easier and more efficient. I am delighted with my overall experience using this software and would highly recommend it to others. Pros I greatly appreciate the seamless integration of Zoho Desk with other Zoho products and third-party applications. This feature allows me to manage all my business processes from one central location, making it more convenient and efficient. I also like the automation tools, such as workflows and macros, offered by Zoho Desk. Cons I don't have any dislike for this tool as it help streamline and simplify customer service processes, making my work easier and more productive. Review Source MA Mohammad A. Software developer Computer Software Used the software for: 2+ years ### "Zoho Desk is your mate when you are in a company" February 22, 2023 5.0 The features are great, support is great and value for money is really acceptable. Pros It is a turn-key solution to monitor your business and share knowledge. Its great. Cons Facing a bit of a problem with text editing when using Bold option as it is not working. Alternatives considered [Dynamics 365 Customer Service](https://www.capterra.com/p/213170/Dynamics-365-Customer-Service/) Reason for choosing Zoho Desk Zoho Desk has more features and easy to train staff on using it. Review Source IL Ivan L. Recruitment Specialist Staffing and Recruiting Used the software for: 6-12 months ### "Zoho Desk the best ticketing systems" August 6, 2022 4.0 Zoho Desk has helped us with ticketing management. The issue get resolved in a matter of minutes which saves precious time and resources Pros Zoho Desk has a long list of functions that can be tailored depending on the company. It is a great tool for growing companies. Cons I sometimes face some lag in the application apart from it is great. Review Source CM Chandan M. CTO Information Technology and Services Used the software for: 2+ years ### "Our 24x7 fault ticket management runs on Zoho Desk" August 23, 2022 5.0 We are extremely happy with Zoho Desk, so our customers. Our customer make fault tickets 24x7 and we can respond every tickets as per SLA. We also use Zoho Assist which is integrated with Desk. As a result, whenever remote support session is needed, that can be done withing the tickets. Our customer like this most. Everything is possible for Zoho Desk. Pros Setup is very much easy. We have customised the login panle and other features as per our requirement. We offer 24x7 remote support and fault ticketing for our customer. Zoho Desk made it possible. Cons Reporting section is not very much organized. Zoho should work out for reporting section. Review Source Shayla B. Human Resources Specialist Information Technology and Services Used the software for: 2+ years ### "Great internal and customer communication" January 10, 2023 5.0 To keep tabs on the many ways in which people have reached out to us with questions about our bespoke products—email, phone, and even in-person—we have implemented a ticketing system in Zoho Desk. We have a long way to go until we fully integrate the system, but so far, what we've seen, we like what we see. Pros When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions. Cons One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It was challenging to keep track of all the tickets using merely the email client. Instead, we can now manage the numerous issues more efficiently since we have a system that unifies everything. Review Source Rahul R. Manager Hospital & Health Care Used the software for: I used a free trial ### "Customer Satisfaction Guaranteed " September 26, 2022 5.0 It was an amazing experience to use it and teat it out. Recommended for many of my friends, companisz. Pros Affordable, easy to use, readily available integrations, trail option available for testing it Cons Nothing to say... Low or bill bug issues seen Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost and features Review Source GV Gerardo V. Product Manager Information Technology and Services Used the software for: 6-12 months ### "Very easy of use and immediately documentations." June 9, 2023 4.0 We are happy because we also use Zoho CRM and then we have all the end users' info in one place. We can check all the tracking since the lead born and how we attended each customer, including help desk ticketing. Pros The replies that we receive from the end users are immediately registered on the tickets without need of wait a couple minutes or press F5 to update the page. Cons The conversations navigation. You have to scroll down to check the previous documentations and it gets some difficult to do because there are other help desk brands that allows you to change from one description to another by clicking on a button without need of scroll down. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) Because of the native integration that it has with Zoho CRM. Review Source ## 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. Talk to a Capterra advisor for free and get results within 15 minutes.