# Page 61 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 61 - 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 61 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 1501-1525 of 2211 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

NS

Nathan S.  
Guru  
  
Used the software for: Less than 6 months

### "CRM to Desk Integration is poor."

July 20, 2017

3.0

Pros

Ringcentral integration is nice but not perfect but it is the leading factor for me at this time. Though there are a few bugs with the implementation, I would love to get a training on how to better use it.

Cons

The fact that the CRM and Desk are separate. I need to see all the information in one location and I do not like having a link between two different contacts on a database that should be one.

Review Source

CW

Chris W.  
chris.walton@multiviewcorp.com  
Information Technology and Services  
Used the software for: Less than 6 months

### "Excellent application to bring together a fully integrated helpdesk solution"

October 2, 2017

4.0

One stop shop for all our helpdesk needs rather than having to rely on multiple systems to manage contact with our clients.

Pros

Easy ticket management Integration between support channels - email, chat, phone and social media

Cons

It would be great to have a built in Zoho branded VOIP phone system rather than having to rely on other 3rd parties considering Zoho offers so many features already - seems strange this one is missing.

Review Source

pK

prashant K.  
Head Ecom & IT  
Retail  
Used the software for: Less than 6 months

### "simplifies everything in one area"

July 1, 2017

5.0

all under one roof, process is simplified and you dont have to wait for update mails, it all there at click of button

Pros

all under one platform, i could integrate my access points queries into one channel thereby avoiding the clash amongst all the other branch setups

Cons

nothing as if now, the only issue is that since it is cloud-based, internet connectivity if lost will create issues, should have a good internet backup lines.

Review Source

DA

Daniel A.  
Technical BDM  
  
Used the software for: Less than 6 months

### "Really nice integrated experience"

September 20, 2017

4.0

Pros

The amount of functionality which exist inside the system is really great to see. When compared to other systems where you have to look at 3rd party solutions to get the same level of functionality, it's great to see it all in one product

Cons

There are some clunky areas when trying to set up, once you get past them its ok. These areas mainly exist in the creation of users, just a few little bugs.

Review Source

DH

Darran H.  
Solicitor & Director  
Transportation/Trucking/Railroad  
Used the software for: I used a free trial

### "Zoho Desktop Ticketing System"

January 28, 2021

4.0

Good. The Zoho support is excellent and they always solve the issues you are trying to tackle.

Pros

It integrates well with Zoho CRM which we use with our business.

Cons

The free trial isn't really enough to fully evaluate the software

Review Source

dP

david P.  
ceo  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Easy to setup. Limited functionality"

September 5, 2017

4.0

able to create the software without programming knowledge.

Pros

Very easy to setup. No programming skill required. simple drag and drop. built in integration with other softwares

Cons

Limited features. Not much customization offered. Better support such as tutorials will be great. Offering certain industry's example/templates where we can start immediately star using the software with minor changes will be great.

Review Source

CM

Cyril M.  
Owner  
Internet  
Used the software for: Less than 6 months

### "I've tried Zoho Desk during 15 days and managed several services for Help Desk"

June 24, 2018

4.0

I can win a lot of time by stopping email support ! Now, my customer email to Zoho desk and everybody can follow the ticket and have statistics from open to closed ticket !

Pros

This sofware is very easy to use and the mobile app work well. That i like the most is the capability to manage help desk SLA for each services !

Cons

The User Interface is too simple and not very "funny". For the moment I do not have bad point for this software ;)

Review Source

HB

Heidi B.  
Marketing  
Computer Software  
Used the software for: Less than 6 months

### "Have been using for a short time, still not using to our fullest potential but it will take time."

June 15, 2017

3.0

Pros

Much better than what we were previously using which was a home grown system. Our company likes the multiple features/apps available and integrating with other features.

Cons

The user interface could use improvement. Visually it is hard to tell where to fill in/click certain things. Not as obvious as I had hoped it would be. Importing our information was decent but many dates are incorrect.

Review Source

VR

Verified Reviewer  
Head of Customer Success  
Computer Software  
Used the software for: Less than 6 months

### "Great features but ticketing system leaves what to be desired"

March 12, 2019

5.0

Pros

Knowledge Base. Accessible support team. New features constantly added.

Cons

Ticket merging and assignment both leave much to be desired. Specifically, it opens new tickets when they are being continued.

Review Source

DA

Dee A.  
Director  
Legal Services  
Used the software for: Less than 6 months

### "Migration to Zoho"

April 24, 2017

5.0

One thing I found weird with Zoho is Multiple excesses to Client portal. For example, if I want to use Zoho books and desk. I would need to provide multiple login access to my clients. Which would be confusing for the clients. I did not found the customer su\[port very helpful. They push you from one line to another. There is really no one I found who can help me understand how the whole thing works and make the process smooth.

Pros

Economical

Cons

Need to provide multiple logins to the clients

Review Source

JN

Jason N.  
Assistant Director  
Education Management  
Used the software for: Less than 6 months

### "So far, so good"

March 2, 2021

5.0

Pros

The software is very flexible and seems set up well for any sized organization.

Cons

We are still adapting groups and departments; this isn't as easy as it looks but we have only done the initial setup.

Review Source

RM

Richard M.  
President  
  
Used the software for: Less than 6 months

### "Zoho Support does everything we need at a price we can afford."

September 8, 2017

5.0

Save time and money. Better support.

Pros

Too much to pick "most"... If I have to pick one thing, it would have to be hotkeys. I'm a huge fan of keyboard shortcuts and Zoho Support is fantastic.

Cons

Now that I'm spoiled for hotkeys, I get frustrated when I find one of the few functions that can't be accomplished with a hotkey. There aren't that many, but I'd rather be able to do everything with hotkeys.

Review Source

TL

Tommy L.  
Manager  
Retail  
Used the software for: I used a free trial

### "Helpfull software "

September 14, 2019

4.0

it is fine but not suit

Pros

easy to use, good interface, simlar to Zoho CRM it cannot integrate with CRM

Cons

lack of support & not easy to custom made

Review Source

ZZ

Zach Z.  
Software and Business Development  
  
Used the software for: Less than 6 months

### "Easy to setup and deploy. Had my team understanding the ins and outs in a week"

April 28, 2017

4.0

Pros

Desk provides not only a provider solution for handling tickets and tracking progress but built in is chat. Having that functionality in the same window saves our agents time from calling or moving windows around to chat with a coworker.

Cons

The standard reports are basic. It left me wanting more examples of what it can really do. We had to manually create our own to unlock its potential.

Review Source

CM

Charles M.  
Owner  
Education Management  
Used the software for: Less than 6 months

### "Great and easy to use"

May 6, 2017

4.0

organized my customer service process

Pros

easy to setup, easy to get my team on-boarded with little training and started my optimization of my customer service process with little setup

Cons

the one thing that could improve would be a better help menu for such things as how to set SLA's for tickets and have an SLA flag initiated for tickets that go beyond the SLA time. I still havent figure this out.

Review Source

WALTER DE J.  
  
  
Used the software for:

### "null"

January 15, 2018

5.0

Review Source

Muhammad Usman S.  
Managing Partner  
Accounting  
Used the software for:

### "null"

February 7, 2018

2.0

Review Source

Mitul D.  
PHP Developer  
Computer Software  
Used the software for:

### "null"

September 25, 2017

1.0

Review Source

Adi D.  
Chief of Customer Experience  
Computer Software  
Used the software for:

### "null"

July 19, 2017

4.0

Review Source

Eric D.  
Managing Director  
Broadcast Media  
Used the software for:

### "null"

May 4, 2017

4.0

Review Source

Thembelani S. M.  
  
  
Used the software for:

### "null"

November 30, 2017

4.0

Review Source

Lucas B.  
CEO  
Design  
Used the software for:

### "null"

September 29, 2017

5.0

Review Source

OM

Oscar M.  
CEO  
Logistics and Supply Chain  
Used the software for: Less than 6 months

### "Great experience. Really useful app for support departments."

August 21, 2017

5.0

We save lot of time in our answers and we can also, at the time we have our support department answering the problems or doubts, have one portal customer which provide us a better image in front of our customers

Pros

Knowledge data base. It makes us safe time with our answers. Also the email templates area, it's really useful for us.

Cons

The branding department area its a bit confusing and takes time to make it work with the customer portal

Review Source

DH

Darryl H.  
CEO  
Information Technology and Services  
Used the software for: Less than 6 months

### "Love this tool"

March 30, 2017

5.0

I love Zoho, Its so fun to use, and the integrations save me time and money. I have tried zendesk, autotask, and several other platforms. I love zoho compared to the competitors.

Pros

The integrations

Cons

Needs better support and training.

Review Source

LP

Luke P.  
IT MANAGER  
Information Technology and Services  
Used the software for: Less than 6 months

### "Excellent help desk software and extremely intuitive."

July 23, 2017

5.0

Pros

Ease of integration with a form solution (Zoho Form), has an app for ease on the go, and the helpdesk is easy to use customise.

Cons

No issues to speak of. Would like some integration into google spreadsheets perhaps (call log also inputs into a spreadsheet for customer archive) but thats my own personal need, not something they should need to implement. On the whole extremely positive.

Review Source

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