# Page 63 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 63 - 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 63 - Reviews of Zoho Desk

## Showing most helpful reviews

Showing 1551-1575 of 2211 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

lC

leonardo C.  
Administrator  
  
Used the software for: Less than 6 months

### "good"

September 13, 2017

5.0

Pros

The program is very easy to use even for those who are not experts. Easy to use and intuitive. Indispensable for those who want to offer professional support for their business

Cons

What do I like about this software? the fact that applicatiomni are all together and you do not understand well what you pay and what you do not pay with the subscription purchased

Review Source

DL

David L.  
PDG  
Information Technology and Services  
Used the software for:

### "Starting new entreprise, Zoho Desk was just perfect for me and my actual revenu."

September 8, 2017

4.0

a all in one helpdesk support application

Pros

Very intuitive application, I recommend. Zoho Desk was just perfect for me and my actual revenu, Zoho Desk option can grow with my revenu and my client number . The Ticket management and DashBoard are very intuitive, easy to use. The mobile Apps let me know everywhere during my day if someone need support. The portal are very easy to use for the client.

Cons

The only cons actually it about the portal cutomization the logo circle box. and the fact that i not find the way to integrate zoho invoice to the client portal.

Review Source

Antonio C.  
  
  
Used the software for: Less than 6 months

### "Summary, Easy to implement that is ZohoDesk"

September 28, 2017

4.0

Pros

It is an easy tool to implement, allowing you to devote those hours that you saved in implementing this solution to other studies

Review Source

JM

Javier M.  
IT  
Accounting  
Used the software for:

### "Excellent management tool for task management and customer support "

August 16, 2017

5.0

Pros

The tool is very intuitive, easy to use for all office staff, also very easy to implement. Now we can respond to our customers and know what process their tasks are.

Review Source

MT

Michael T.  
  
  
Used the software for:

### "Solid app but set it up right the first time"

April 13, 2017

4.0

Set up a new account and mistakenly used a special character in my company name. Long story short I ended up with two portals and had to merge them. Getting customer support on the phone is a good and bad experience. Bad that I had to wait up to 45 minutes to get through (in one case I was #1 in the queue for over an hour and never got and answer). The good is that once you do reach a rep they were extremely knowledgeable and helpful. I felt like I was speaking with an actual software developer. From what I have learned so far, the app seems good and the mobile application is very easy to use. I am testing this as a switch away from Salesforce Desk that is fucntional but very expensive for a small company.

Review Source

PB

Philype B.  
IT Manager  
  
Used the software for: Less than 6 months

### "We now have a flexible support environment that fits our goals."

July 18, 2017

5.0

Pros

One of my favourite things about Freshdesk is that it just works - you don't have to be trained in using the ticketing system. Everything's very intuitive.

Cons

it was really easy to improve our self-service experience across multiple products, with Zoho Desk. I didn't have to jump around to 30 different places to set it up, it was all right there in one place.

Review Source

VR

Verified Reviewer  
CTO  
Information Technology and Services  
Used the software for: 6-12 months

### "Good"

March 8, 2019

3.0

Good, but they can improve in UI.

Pros

A lot of features and an affordable price for a small company.

Cons

The user interface is messy. They need to improve to find easily find things

Review Source

JP

Jessa P.  
Junior IT Support Officer  
Information Technology and Services  
Used the software for: I used a free trial

### "user friendly interface"

June 22, 2018

4.0

Daily monitoring and administration of ticketing system.

Pros

The thing I like the most of Zoho Desk is the User Interface. I find it really cool, that makes me think less of the work those ticket requires LOL and i really find it easy to use

Cons

I think the least I like about this software is that we need to integrate another app (zoho reports) to get detailed awesome reports

Review Source

JPGO

JOAO PAULO GUIMARAES O.  
Developer  
Information Technology and Services  
Used the software for: Less than 6 months

### "really beutaiful application easy to learn how to do things "

May 19, 2017

5.0

it made my infrastructure a lot lighter than it was more secure too and i dont need a developer to do things for me in my portal so less work for the developers

Pros

amost everythin the live chat the tickets rules all the cenarios the integrations and the addons and the speed of the tool

Cons

it could be more intuitive i think that at the first time that i saw the helpdesk portal i was kinda of lost

Review Source

RO

Roy O.  
IT director  
Arts and Crafts  
Used the software for: Less than 6 months

### "User friendly, powerful, everything I need is there."

May 2, 2017

5.0

Pros

For both internal and external users, we are required to use 2 different remote connect tools to support remotely. It costs software itself and license, however ZOHO Desk is equipped with this remote connect tool by default.

Cons

There is no Cons actually. The only thing I can think that should be changed is how all the tickets are displayed in one screen.

Review Source

SF

Sebastien F.  
CEO  
Health, Wellness and Fitness  
Used the software for: Less than 6 months

### "Very good soft with nice integration with CRM"

May 15, 2018

5.0

Integration with task management and collaboration tool, CRM, Support...

Pros

The integration with the Zoho product family. For example, you can chat with your team directly within Zoho Desk. The mobile app is great.

Cons

You can do so much things that you can be a little bit lost at the beginning. With the rest of Zoho apps, it´s not always easy to configure their integration.

Review Source

VR

Verified Reviewer  
Client Services Coordinator  
Information Technology and Services  
Used the software for: Less than 6 months

### "Amazing Helpdesk software"

December 7, 2018

5.0

Pros

I like it how it gives the ability to manage all the customer support activities so efficiently.

Cons

Nothing in specific. It can be a little slow at time, but works.

Review Source

MB

Mark B.  
CTO  
  
Used the software for: Less than 6 months

### "Zoho Desk has made it super easy to manage user requests and respond to and manage outages"

July 5, 2017

4.0

Pros

Integrations with other parts of Zoho, with Zoho Forms and email to ticket it is simple of users to raise a ticket and easy to automate ticket raising from monitoring systems.

Cons

With so much functionality there is a bit of a learning curve, integrations and automations help limit that learning curve for business users, but is unavoidable for the IT team.

Review Source

SM

Sue M.  
MDA  
Accounting  
Used the software for: Less than 6 months

### "Great expectations"

August 26, 2017

5.0

Pros

everything you,d expect, including canned responses, agent-to-agent private chat, and on-call schedules for agents. Custom automatic escalation policies let you decide beforehand who you want tickets to escalate to and the time intervals between escalations to ensure that unacknowledged tickets continue to escalate until someone on your team responds.

Review Source

GV

Gabriel V.  
Manager  
Retail  
Used the software for: Less than 6 months

### "Excellent"

August 21, 2017

5.0

Work flow

Pros

Mobile integration is great. Everything is very user friendly and easy to learn. My employees all are connected and on the same page. Overall this is a great software program to use for a help desk.

Cons

The transition from CRM plus to the free help desk is a little difficult to navigate on your own. Would be nice to have free features automatically.

Review Source

DJ

Daniel J.  
  
  
Used the software for:

### "Good quality helpdek"

March 29, 2017

3.0

Since we have been trailing the paid version of the helpdesk we have found some very good features, I do like the way the reporting looks and the ability to export the reports, one downside is that when you change the report filters then you are unable to export, another problem I find is when I have completed a ticket and closed it sometimes I have to press the back button several times to get back to the open tickets.

Pros

Reporting, the ability to remotely access contacts pc through the ticket.

Cons

not always able to attach documents to replies, having to press the back button several times when trying to go back to the list of open tickets.

Review Source

PS

Pascal S.  
Consultant  
Accounting  
Used the software for: I used a free trial

### "Excellente application"

July 13, 2021

4.0

Pros

Une des meilleures sur le marché surtout avec l'intégration avec bigin.

Cons

Il serait souhaitable de proposer une offre de prix abordable pour les autoentrepreneurs.

Review Source

MK

Mark K.  
CEO  
Marketing and Advertising  
Used the software for: Less than 6 months

### "We have a great experience in using the software.It is easy to use and robust for our agency"

May 29, 2017

5.0

It has helped us create systems and procedures in our agency.It has also helped streamline our customer service operations with quicker turnaround times for our customers

Pros

It has a clean interface and simple to use.It encourages great customer service and helps run our agency

Cons

It can be a bit tricky to use and to set up but once the synchronization was done with zoho crm it was simple to use.

Review Source

VR

Verified Reviewer  
  
  
Used the software for: I used a free trial

### "Finding Zoho has been a great thing for me!"

October 20, 2017

5.0

Pros

I like that Zoho Desk is simple to use. I did not have to go looking for the help or anything. It is very user-friendly.

Review Source

RS

Ronan S.  
Technical Support Engineer  
Financial Services  
Used the software for:

### "The ticketing system is really good and the support is awesome!"

June 26, 2017

5.0

Good support ticketing flexibility

Pros

Flexibility with integration with Zoho CRM. This makes it really good specially if you are using both extensively at the same time.

Review Source

PJ

Pranav J.  
CEO  
  
Used the software for: Less than 6 months

### "Excellent system "

January 5, 2018

5.0

Pros

Easy to use and lots of integrations All features are in one solution Automation and proper ticket management is done Multiple agents are allowed

Cons

Configuring the white table solution is difficult Sometimes too many solutions in the dashboard makes you confused which one to use for which purpose. Automatic email sending has some glitches

Review Source

RT

Rene T.  
  
  
Used the software for:

### "Great tool"

December 6, 2016

5.0

We have technology products and B2B customers. For any issues or bugs and for any support required, customers contact us via Zoho support. We have provided this tool to our customers. This has been a great tool as it has helped us in measuring and optimizing our support service and then, deliver that in a better way.

Pros

You have a clear picture of tickets resolved, tickets pending, average response time in resolving the ticket and number of other parameters of you customer support service.

Cons

Although you can track the history of ticket resolution, the notification process of status change of tickets is not good.

Review Source

MH

Matthew H.  
President/CEO  
Information Technology and Services  
Used the software for: I used a free trial

### "Solid Product"

November 22, 2020

5.0

Pros

A plethora of features that you can easily build a strong support network around.

Cons

The user interface can be a bit confusing if you are an entry level user.

Review Source

FM

Farooq M.  
Project Manager  
E-Learning  
Used the software for: 6-12 months

### "We are looking for different help desks solutions but Zoho desk was Awesome "

October 23, 2017

5.0

Pros

The things that we like about zoho desk is Ease of use you can quickly brand it according to your company branding and its integration with other zoho projects

Cons

Well there are few things which i would recomend team zoho to have a look and provide features 1 Custom Reports 2. We can track Issues per companies rather then products

Review Source

KS

Khalid S.  
MAnager  
Consumer Goods  
Used the software for:

### "ZOHO IS AMAZING"

July 14, 2017

5.0

Overall ease of management

Pros

I love the fact that it is easy to use and readily accessible. It has all the functionality that a Job Ticketing System should have.

Review Source

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