# Page 62 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 62 - 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

---

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/)

* * *

Last updated March 15th, 2026

# Page 62 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 1526-1550 of 2211 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

JG

Julius G.  
IT manager  
Aviation & Aerospace  
Used the software for:

### "One of the best options on the market."

May 10, 2017

4.0

Pros

Really user friendly, great user experience. The options for automation and workflow are really good, especially considering the pricing.

Cons

Mobile app is something that Zoho should work more on. I also didn't like the lack of possability to modify the ticket outline - I didn't want to need to choose a company department, but it was obligatory.

Review Source

BE

Bienvenu E.  
Agent commercial  
Wholesale  
Used the software for: I used a free trial

### "Logiciel de gestion des connaissances "

October 21, 2023

4.0

Pros

Ce logiciel nous permet de faire des communications direct en ligne. Il nous permet aussi la bonne gestion des clients.

Cons

Ce logiciel n'a pas d'inconvénient, je le recommande massivement aux amis de l'utiliser car sa performance est adéquate.

Review Source

AU

Alejandro U.  
media director  
Religious Institutions  
Used the software for: Less than 6 months

### "Perfect for what I needed"

September 5, 2017

5.0

A very affordable solution for a small company.

Pros

Love the easy setup at the start. I got my desk ready in minutes. Another thing is the ability to send or attache files to the desk. Also the way to order the messages is amazing, well thought.

Cons

A bit difficult to use in the user end. I would love to do more settings in order to facilitate the input of requests. Needs a bit more customization.

Review Source

TS

Tarun S.  
Web Developer  
Education Management  
Used the software for:

### "This is a one stop shop for my business. Its easy to use. I love it."

May 15, 2017

5.0

ITs a one stop shop for all our support tickets.

Pros

I love that my entire business is managed from one platform. I love that we now have one location where we can keep track of all our support tickets.

Review Source

RR

Roberto R.  
COO  
Information Technology and Services  
Used the software for: Less than 6 months

### "It's a really useful tool for Service Desk, I fell very confortable using it."

June 6, 2017

5.0

Easy control and administration, offering our clients a friendly interface; As well as a fast and secure connection method.

Pros

It's structured by modules Offer remote connection I can review all tickets and its status I can get graphics about the staff performance

Cons

More options to get some reports; customize information to present reports to our clients. I think could have integration with more applications

Review Source

VR

Verified Reviewer  
Ashtanga Teacher  
Leisure, Travel & Tourism  
Used the software for: Less than 6 months

### "Excellent product for managing support queues"

March 7, 2018

5.0

Pros

I like the ease with which we can manage and share tickets between users and groups and the integration of Zoho Assist is excellent for providing support directly from the ticket itself

Review Source

MD

Mark D.  
Technical Accounts Manager  
Information Services  
Used the software for: Less than 6 months

### "Rediscovering Zoho"

April 5, 2017

5.0

After a test years ago, and finding various reviews all lead me to a sense of "Maybe I will try later - after all these other demo's". So many issues and concerns from the reviews never gave me any confidence that I would be doing anything other than wasting my time. I had trialed some good, some bad and of course the ugly. So time came to take this out for a test drive. "Nice layout" - check "Actually does interact with O365" reviews slammed the connectivity "Uploading my data WORKS, and works well!" - just like the big boys Then I start uncovering other gems hidden in there. Oh boy has this come a long way since its early incarnations. Now to find the time to explore the multi-branding, automation and the customisable everything!

Pros

Slick nature and ease to start

Cons

So much now to the product, its hard to know where to start so you dont have to REDO anything in the setup phase

Review Source

RK

Rudhra K.  
Administrator  
  
Used the software for: Less than 6 months

### "I could see the Zoho Desk works perfect "

August 17, 2017

5.0

Pricing is quite comfortable/reasonable

Pros

I could not see any delays in the ticket submissions Ticket creations are very easy to handle

Cons

If we have also a mail notification enabled for the followers it would be great

Review Source

RK

Rabie K.  
Project Manager  
Computer Software  
Used the software for: 1-2 years

### "Zoho Desk is the professional tool to support customers in any industry."

May 29, 2018

5.0

1- it is free 2- This software supported us in showing a high level of professionalism 3- It helps us to stay organized 4- Communication is made very easy with the agents and consultants 5- support requests are centralized in one secure place 6- While the ticket could be assigned to a specific agent, all other agents are aware of the ticket and can help each other 7- This software is available on mobile and tablet, and that's really amazing 8- The dashboard is of a great help for management. It creates a competitive spirit between the agents

Pros

Software UI Design is beautiful. Functionalities such as automatic ticket opening is amazing. The customer don't have to connect on your portal to create a ticket. They have just to send an email to the support email id that you define

Cons

There is no chatbot as it is the case for example in Zoho Books where you are constantly supported by someone on the bottom right corner of your window

Review Source

VR

Verified Reviewer  
CEO & Founding Partner  
Information Technology and Services  
Used the software for: Less than 6 months

### "Zoho Desk it is so easy and friendly"

July 12, 2017

5.0

Pros

It is the best tool we check, flexible to customize and vey usefull for our technical team. Traceability: it works integrated with Zoho CRM!

Review Source

EE

Esteban E.  
technology analyst  
Insurance  
Used the software for: 6-12 months

### "great tool with good"

January 18, 2018

4.0

Pros

the ease of integrating and personalizing with the business need and being able to have a customer portal in the same place

Cons

the test version should allow to create a macro or user assignation at least limited. One more thing is that it would also be good to be able to send information through the url to the form from another application such as the CRM or a personalized

Review Source

JB

Jorge B.  
Director General  
Electrical/Electronic Manufacturing  
Used the software for: I used a free trial

### "Trial to evaluate"

December 4, 2019

5.0

We need to digitalize our service department.

Pros

Integration with Zoho modules and customization.

Cons

Not 100% spanish and some integration are difficult

Reason for choosing Zoho Desk

because we use CRM and Projects modules

Review Source

JPJ

Juan Pablo J.  
Enginner  
Restaurants  
Used the software for: Less than 6 months

### "Its a good experience, because CRM and DESK is integrated "

May 30, 2017

5.0

You have a control of prospects, clients. I can view the incidents my employees and y know how many incidents don't be closed.

Pros

The interaction between ZOHO CRM and ZOHO DESK is very important because you have a initial history client (Negotiations) to actuality (Tickets)

Cons

I like ZOHO but, the test time is very few. 15 th days to test don't have view old particularities between ZOHO CRM and ZOHO DESK

Review Source

MM

Micko M.  
Balkanje  
  
Used the software for: Less than 6 months

### "This takes a help desk to a whole new level"

August 4, 2017

5.0

Pros

Setup is easy, we were up and running day 1. The interface is clean and simple to navigate. The reports are customizable and can be scheduled to automatically send, giving the team and managers visibility into team performance and most time consuming issues.

Cons

Right now I can not fine anything that I do not like. Every feature seems to fit exactly what I am looking for.

Review Source

JM

Jacob M.  
Owner  
Online Media  
Used the software for: Less than 6 months

### "Amazing Support Desk"

July 5, 2017

5.0

Pros

Clean design with lots of options. The price cannot be beat the the customer service is fantastic. Also the ease of having it integrate into our website is perfect.

Cons

Because of the clean design, many items are multiple levels down in the menus. This makes it so at least in the beginning you are always in the support forums findings things instead of helping customers.

Review Source

WD

Wade D.  
Partner  
Internet  
Used the software for: Less than 6 months

### "This is a great product!"

July 25, 2017

5.0

Pros

I love the amount of detail and how it links up to other Zoho products. the ease and simplicity make working in a group easy and helps build communication between departments.

Review Source

AD

Astrid D.  
Client Experience Manager  
Computer Software  
Used the software for: Less than 6 months

### "Great overall experience, some features to be developed but easy to use and the agents love it."

October 18, 2017

4.0

Great for small teams. Free trials enable to fully test everything.

Pros

Easy to use. And very easy to implement and customize. Like the user interface. The best price in the market for value for money.

Cons

Missing automatic ticket handling time feature. Also, need it to support multiple languages in UI and in automatic notifications to customers (detect customer's browser language maybe?)

Review Source

CH

Charlaine H.  
Assistante  
Graphic Design  
Used the software for: I used a free trial

### "Logiciel de service client "

October 10, 2023

5.0

Pros

J'aime bien ce logiciel , il m'aide beaucoup surtout pour la gestion de mes clients. Il est vraiment pratique.

Cons

Pour ma part je n'ai rien a dire , je le recommande vivement et a tous.

Review Source

RS

Robert S.  
ITOps  
Internet  
Used the software for: Less than 6 months

### "The new zoho desk brings together all the benefits that enables a fully functional service desk!"

June 13, 2017

4.0

IT service management experience.

Pros

Automation, customization - brings a lot of features such as modules, templates, fields customization and the option of mapping dependencies whici is a great plus, customer portal is good also.

Cons

Still needs work on import/export and migration from other IT support/crm tools. There have been reported some issues with imports from other tools.

Review Source

SR

Sathish R.  
Project Manager  
Consumer Electronics  
Used the software for: Less than 6 months

### "Good to use for new users and easily modify the existing feature based on our need by using customiz"

May 22, 2017

4.0

Work reviews and performance monitoring easily on single touch on ZOHO apps.

Pros

Easy integration and customizing features then feel complete database can create using zoho. Now we feel good to use this software and ready to buy user based on the trial on use.

Cons

Server requisition and refreshing i think slow down the work i think so. Integration on desk in mobile is to improve like CRM.

Review Source

HT

Hakem T.  
IT Manager  
  
Used the software for: Less than 6 months

### "Its been long since I was searching a Ms Access like web based envrironment. I found better, Zoho!"

May 2, 2017

5.0

Pros

Cloud based, nicely documented and full of features . Allows customized developments, with Dulge programming, it is very easy to implement routines. A real operating system for business

Cons

The design can be even more attractive . I believe the Android App, needs a few clicks prior to validating a form. It would be nice that it has less clicks even to fill in values

Review Source

SC

Sudhakar C.  
Developer  
Computer Software  
Used the software for: Less than 6 months

### "Very user friendly and ease of use"

October 23, 2017

4.0

Learning on ticket management

Pros

Nice product for a small business, Since it is very easy to use, users needs no separate training for learning how to use this product. I find it very helpful for managing tickets and creating case out of chats and emails.

Cons

Limitation in customization, We cant have all information needed as its limited to customization, other things are fine

Review Source

BD

Blake D.  
Head of Delivery  
Accounting  
Used the software for: 6-12 months

### "Easy to use starter helpdesk solution!"

October 9, 2017

4.0

Allowed initial tracking of client issues for our software

Pros

\- Great ease of use - Good value and varied license options - Great level of sophistication with auto assign rules engine - Knowledge base is comprehensive and suggested resolution is great functionality

Cons

\- Initial menu options can be confusing, i.e. the initial module selection (knowledge base - Customisation options on the dashboard are fairly limited

Review Source

SF

Sergey F.  
CEO  
Information Technology and Services  
Used the software for: Less than 6 months

### "Small IT business company with xtended support customers"

July 5, 2017

5.0

Automation of inide and outside communication (with customers and between technical specialists)

Pros

Easy to start, very flexible interface - it's very important for small companies, who focuses on simple solutions for customers

Cons

Not transparent for automation - small amount of automation features (scripts). The need of some scripts will be better to move to free version for small companies

Review Source

VR

Verified Reviewer  
Engineering Director  
Telecommunications  
Used the software for: 6-12 months

### "Innovo Desk"

May 14, 2019

5.0

I can handle all my support channels at only one framework and application.

Pros

User friendly interface with most usable commands at dashboard.

Cons

Technical documents about the systems interface.

Review Source

Talk to a Capterra advisor for free and get results within 15 minutes.