# Page 6 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - Is Zoho Desk the right Help Desk solution for you? Explore 2213 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 (2213) 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 6 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 126-150 of 2213 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "Zoho Desk makes troubleshooting and customer service easy" January 23, 2023 4.0 Zoho Desk is now being utilized by our customer success and professional developers, and has helped us keep track of all the questions and concerns raised by our existing clientele and respond to them as quickly as possible. Pros We've incorporated Zoho Desk into our web app so that our existing customers can submit issues detailing the issue they're having and including screenshots and a description of the process they went through to get there. Cons There is a critical lack of functionality in Zoho Desk due to the lack of a desktop application. The Recent tab's quick access icon might have been positioned more conveniently, perhaps in the main header menu as opposed to the footer. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Whether a user submits a ticket using the dashboard or the mobile app, that agent's work is immediately visible, and the agent's performance and other tickets may be tracked in real time. Review Source PR Peter R. CCO Computer Hardware Used the software for: 2+ years ### "Zoho Desk, a great tool within the Zoho One platform" September 6, 2022 4.0 All issues related with our hardware and software are logged and tracked byt creating tickets. Customers can follow-up tickets themselves, and issues that come back often can be moved to a knowledge base (some kind of FAQ) to lower the support load. It has good features to divide tickets between our products and departments. Pros Does not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining) Cons It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) As Zoho Desk is more integrated with Zoho One, which offers additional benefits, for instance a more detailed view of all kind of customer interactions. Review Source CB Cherry B. Customer Success Manager Food & Beverages Used the software for: 2+ years ### "Zoho Desk Is Best so Far" December 15, 2022 5.0 Overall, zoho makes life easier. Ai assisted chats are helpful if you are set up properly. Most importantly, it is user friendly and you do not need special training to be able to set it up, thay have it all in their help page.Zoho also is not sensitive to IP addresses, it is accessible everywhere and is very helpful to companies that employ remote workers. Pros For more than 2 years, My company, Sweetberry Bowls, which is based in the US has been using Zoho Desk and so far the best we've tried. The most feature I like is the organization of tickets and your ability to correct AI responses. You will be able to review chats at a later time and you can reach out to customers using ZOho Desk if you need to and that for sure is really needed especially to customers whom you think did not get the right answer to their queries from your AI responses.Try and thank me later. Cons There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time when you think the customer did not get the answer they wanted, Zoho desk allows customers to input a fake email, this will make you not be able to respond at a later time because your message will not get through their inbox. In my experience, 1 out of 50 inputs fake emails though, so not a big deal for me. Review Source RG Rodolpho G. Soho Desk International Trade and Development Used the software for: 6-12 months ### "Logiciel de service client" March 1, 2023 4.0 Les problème qu'il me permets de résoudre sont sur le suivi des Ticket Pros L'intégration avec le produit a été facile et ce que j'ai apprécié est l'éfficacité des gestionnaires Cons Certains des processus sont difficiles et les notification sont difficiles à utiliser Switched from [Zoho Mail](https://www.capterra.com/p/174694/Zoho-Mail/) Je suis passé à une autre produit parce que les notification n'était pas bien comme je voulais Review Source VKS Vinodh Kumar S. Software Engineer Information Technology and Services Used the software for: 2+ years ### "A quick support and quick acknowledgement " February 11, 2023 5.0 Pros Task management and ticket tracking and remote control, chat. Cons Less reports and task segregation, UI design Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) Review Source BG Bernardino G. Informático Telecommunications Used the software for: 2+ years ### "Zoho Desk , herramienta de Ticketing para empresas medianas y grandes." November 12, 2022 5.0 Es una herramienta muy buena para organizar las incidencias con los clientes. Permite una buena organización y priorización de los tickets, así como la creación de varios departamentos en función de la incidencia y prioridad. Pros Zoho Desk permite solventar las incidencias de los clientes con una gran facilidad, permite varias formas de solventar los tickets en función de las necesidades de tu empresa y tiene la posibilidad de crear varios departamentos para organizarlos en función de la incidencia o prioridad, permitiendo así trabajar hasta un número ilimitado de personas dentro de la misma herramienta, pudiendo trabajar de forma ordenada. Cons Si requieres de una estructura de ticketing con varias personas trabajando con la misma herramienta, seguramente necesitarás a algún partner Premium de Zoho para que te ayude con la consultoría e implementación de la herramienta, ya que las guías para implementarlo correctamente no son muy completas y seguramente no le saques el máximo partido sin que un profesional te lo implemente. Review Source Nikita V. Marketing Manager CRM Machinery Used the software for: 1-2 years ### "Mediocre Communication Management System" June 20, 2024 3.0 Pros It has all the basic features that are requested. Cons It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets. Review Source MR Mariflor R. Asistente virtual Health, Wellness and Fitness Used the software for: 2+ years ### "Fácil manejo, seguro y economico" October 31, 2022 5.0 Perfecto!!! tiene dinamismo y eso nos ha ayudado a estar mas en contacto con nuestros clientes, personalizando sus mensajes, evaluandonos como empresa. Es decir, nos acerca mas a saber que es lo que quieren nuestros clientes y como poder ayudarles a satisfacer esa necesidad. Pros Fue muy fácil comenzarlo a manejar, además se adapto a nuestras necesidades como empresa, por medio de este software llegamos a nuestros clientes de forma sencilla, personalizada, alegre, dinámica, nos permite programar y reprogramar con tiempo las acciones a ejecutar. Cons Acá diría que en algunas ocasiones esta un poco lento,pero no ha sido siempre y eso ha permitido que continuemos con el por mas de dos años. Reason for choosing Zoho Desk Por su publicidad, por su facilidad de manejo y por su accesibilidad a nuestra pagina web Review Source RD Rahul D. System Engineer Health, Wellness and Fitness Used the software for: 2+ years ### "A Good ITSM tool - Zoho Desk" February 10, 2023 4.0 It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA. Pros Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization. Cons Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts. Alternatives considered [GLPI](https://www.capterra.com/p/126254/GLPi/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Zoho Desk Its having good UI and also customizable as per your requirement to an great extent. Review Source Ankit S. Manager - CEG Information Technology and Services Used the software for: 1-2 years ### "Easy to use and user friendly " September 17, 2022 5.0 It was really awesome to work and use zoho desk as a ticketing tool. Pros User interface is so much simple and smooth to use by tech and non tech person. Easy to track our concern with transparency. Cons Need to add some more feature in the free version to understand and utilize the basic feature of the zoho to get premium. Review Source Shaunak P. Data Platform Engineer Information Technology and Services Used the software for: 1-2 years ### "Best tool to start with the support team for your products and startups." November 20, 2022 5.0 The experience is very satisfactory, Zoho has evolved a lot in these years and applied a lot of practical features in place. Any product startup must have this desk platform for easy onboarding and servicing of their customers. Pros This product is very inexpensive yet effective. The productivity metric that you can draw out is really very practical. When meeting SLA (Service Level Agreements), this product is going be a boon for you. There are so many options to choose from when a customer creates a ticket. It is also enabled with AI sense that automatically searches a keyword in the description and auto-suggests articles and public docs from the knowledge base. It is known to save a lot of time. This also helps you to automate repetitive tasks and workflow via templates. Cons No such cons, but it would be much nicer to have more dynamically editable properties like ticket statuses, internal titles, and primary and secondary contacts. Auto trigger or manager recoveries etc. But overall, it does its work decently. Review Source Emily G. Human Resources Specialist Hospital & Health Care Used the software for: 1-2 years ### "For managing tickets and tasks, Zoho Desk provides all I need" August 2, 2023 4.0 Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through. Pros Setup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable. Cons Zoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Any Service Desk Solution that can function without requiring the user to download and install a client application has a leg up on the competition. It supports multiple operating systems, enables remote work, and is very adaptable. Review Source SpE Sans prenom E. Ceo Marketing and Advertising Used the software for: 6-12 months ### "Zoho desk is the best tool." August 1, 2022 4.0 Zoho desk allowed me to strengthen the links with my agents, and to better use its artificial intelligence. Pros What I liked about this software is its cost. Its price is affordable for all social strata. Cons What I liked least about this software is that not all notifications are usable. Reason for choosing Zoho Desk I use zoho desk because it is the best with omnichannel communication. Review Source Sonpal Singh S. Software Developer Computer Software Used the software for: I used a free trial ### "Easy To Use And Manage With Access Control" June 15, 2023 5.0 Experience is good with this tool. Pros You can upload document, make user according to there grade & position which only able to access the limited resource . It will help to save different format of document and access all these resources even when you are working remotely . Work from home pattern we faced recently then you can arrange all your work accordingly. Cons Not to say more about that but every system need to improvement in any case, security feature in it needs to improve. Time tracking of user screen if possible then will add on this is a beneficial for it. Review Source Alessio L. IT Manager Consumer Electronics Used the software for: 2+ years ### "HUB per la gestione helpdesk" June 6, 2023 4.0 Pros Il vantaggio principale è quello di poter far confluire le segnalazioni dei nostri utenti all'interno di un'unica piattaforma e di poterle categorizzare al fine di analizzare e migliorare il servizio di assistenza interna. Cons L'interfaccia web a volte risulta un pò lenta e macchinosa. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Principalmente per il pricing vantaggioso in relazione alle funzionalità offerte. Review Source YY Yanyu Y. Senior Data Scientist Information Technology and Services Used the software for: 2+ years ### "Improve customer satisfaction and the efficiency of your services" September 14, 2023 5.0 The efficiency and competence with which this initiative has been launched is commensurate with the degree of support we had hoped to achieve. Our customers benefit immensely from its ease of use and practicality, notably in contact management, allowing us to answer their questions and handle their issues. If you want to invest in your infrastructure, use this program. The deployment of this system has been crucial in cutting down on costs connected with providing support to customers. Thanks to its handy features, you'll be able to respond to any concerns that arise from customers. Pros The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys. Increased client satisfaction is a result of these additions. Zoho Desk is often recognized as the best option for efficiently meeting customers' requirements. Cons This one's UI could be more polished than other applications in your specialty. Review Source WK Waleed K. Senior Procurement Engineer - Facilities Management Construction Used the software for: 1-2 years ### "An ideal setting in which to deliver outstanding customer service." March 22, 2022 5.0 Zoho Desk helps businesses organize their affairs, manage customer interactions, and structure their way of dealing with customers. Our support agents can readily get information and answers from the customisable knowledge base within Zoho Desk. We employed a reporting tool to have a better understanding of our support desk and future difficulties. Pros ZohoDesk is a cost-effective customer support platform with configurable analytics and the flexibility to interface with a wide range of third-party solutions. This includes but is not limited to very efficient customization options to get the most out of the system. Zoho Desk's user panel allows you to make phone calls, track client emails, get team and process reports, and create final reports. entire. Zoho Desk also allows consumers to view their tickets, which increases openness and allows me to see all requests from firms in one place. Cons So far, the platform's functionalities have all been quite beneficial and simple to set up. Other platform integrations operate well and are self-configurable. Calls by dial number or user may be delayed due to the large amount of records. As a result, you can make calls with distinct or inaccurate requests. Review Source mario L. propietario Retail Used the software for: 1-2 years ### "en un medio tan competido marca diferencia" July 25, 2023 5.0 muy positiva Pros en mi caso particula me apoya en la gestion y fabricacion de proyecto en apoyo a cutlistoptimizer ya que tengo la medidas y corte me permite un seguimiento adecuado de actividades , gestionado y danda soluciones el otro uso es la gestion de cliente desde la creacion de mismo hasta la solucion de problema con un seguimiento hasta solucionarlo ,de la mejores atencion a cliente apoyo contante Cons en la gestion de problema ,sigue siendo limitada la participacion del cliente no es tan amplio y se termina confirmado problema y datos para darle solucion Reason for choosing Zoho Desk precio y atencion a cliente Review Source Rachel S. Junior Project Manager Environmental Services Used the software for: 6-12 months ### "An easy-to-use tool with great built-in features for a good quality customer service" December 27, 2023 5.0 Compared to other customer support tools, it is cheaper. I use it every day and still discover new possibilities of use! Pros Once you learn how to navigate in the settings, you can access so many advanced features - you can set your own rules for the entire ticketing system, create automatic replies and message templates, create surveys, etc. Cons It is easy and intuitive to learn to use it for the basic ticketing system, however, it takes some time if you want to dive into its more advanced features for the rules creation. Review Source Anup J. Machine Learning Engineer Information Technology and Services Used the software for: 1-2 years ### "A complete software suite" April 29, 2023 5.0 Pros The sheer number of features and application that could be used together with Zoho is amazing. Without Zoho we needed to use a patchwork of mostly average SaaS products which were almost impossible to properly integrate with each other. Zoho solved that problem admirably Cons The application feels very slow to use. Due to this issue a lot of the more interesting features of the app remains unused. For example, most of my colleagues didn't know there was a chat functionality in the system as no one explored it too much Review Source JK Jayash K. Director Computer Software Used the software for: 2+ years ### "Good Support Software if you are in Zoho Eco-system" June 22, 2022 4.0 Nice but not best just because of poor support. Pros The ability to upload Knowledge Base and have it sync to Sales IQ chat into our website chat bot, along with ASAP feature that helps in giving help documentation within the website, and also the ability to integrate WhatsApp support (beta), Cons Zoho Support, oh god they are too slow :-( in resolving a single query. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Its Integration with other Zoho Apps Review Source BL Brandon L. Cyber Security Specialist Financial Services Used the software for: 1-2 years ### "Efficient customer support management " October 12, 2023 5.0 Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers. Pros I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities. Cons At times, it can be a bit limited in terms of fully accommodating our specific security needs. Review Source VR Verified Reviewer Director Legal Services Used the software for: 2+ years ### "My office manager my secretary and my bodyguard" September 13, 2022 5.0 I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it Pros I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend Cons No list with Zoho is the 99% secure and privacy service provide Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Honestly I was looking for a change And I’m glad I did Review Source AM Ashley M. Receptionist Apparel & Fashion Used the software for: 2+ years ### "Zoho + Communication = Happy Customers" October 19, 2023 5.0 With this software, our company is able to assist over thousands of customers on a daily basis with they equipment. Pros The most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful Cons One feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system Review Source MD Mercedes D. IT Specialist Mental Health Care Used the software for: Less than 6 months ### "Helpdesk internal ticketing system - life changing!" November 8, 2022 5.0 Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk! Pros We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper! Cons My only complaint about the software is that it is kind of difficult to set up initially. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zoho Desk The cost was much higher with Salesforce and was also not nearly as robust. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust. 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. 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