# Page 7 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - Is Zoho Desk the right Help Desk 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 March 15th, 2026 # Page 7 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 151-175 of 2212 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BN Balbir N. Network Administrator Information Technology and Services Used the software for: 6-12 months ### "Review for the Zoho Desk" November 7, 2022 5.0 overall the zoho interface is easy to understand and use, customer support services is well escalated supportive staff. I recommend this software for small to medium organizations. Pros 1\. Its a great addition to the zoho suite.2. Customize everything according to your needs.3. Very easy to understand and use, Additional tools are very good like remote access tool.4. Customer service is much much better then any other similar tool. Cons 1\. Sometimes the downtime really makes you crazy.2. Sometime E-mail service does not work properly. Reason for choosing Zoho Desk because of their responsiveness to my query and the interface which is very easy to use as compare to other similar products. Review Source Anerlisa M. Chief Executive Officer Food & Beverages Used the software for: 2+ years ### "Happy user, Zoho Desk has greatly improved our customer experience" November 2, 2023 4.0 Pros I would first like to appreciate the most beautiful and fully designed dashboard, everything is crystal clear. Very simple to set up and use. is customizable to your liking, this means it works for you, and you are certain of desirable results. The software is fairly priced, saves money. Customer care is a 10/10, very responsive and informative. It intergrates well with other Zoho products I use and this simplifies my work. Free version is a brilliant idea, I used this before and now I use the paid version. Tracking tickets and agents has never been this easy, I do this from the dashboard without any struggle Cons is the best worldwide, none of the competitors beats this brilliant software. Kudos team Review Source Jimmy M. Legal Counsel Food & Beverages Used the software for: 2+ years ### "The Best Customer Service Software, Zoho Desk " December 24, 2022 5.0 My experience everytime is a good one. I love it all over again when I use every day of the week Pros creates a timely communication channel where without delays communication is sent to the right people, this has helped my business get more clients as they are happy they dont have to wait for long to get any help they may require. Its customizable. Zoho Desk is cloud based which is very strong and I have never experienced any challenge with data issue. Its inexpensive comparing to other funtionless softwares. Easy to generate customer ticketing. It has a live chat feature which is really helpful to sort customers queries in real time. Zoho Desk integrates seamlessly with other Zoho products. Its pretty easy to asign tasks to agents. Its easy to see all tickets statuses. Cons No drawbacks. I like the entire funtionality and It can only get better and I’m here for all that. I reccomend it to all that wants to take Customer service to a whole new level Review Source AA Armando A. Client Success Manager Law Practice Used the software for: 2+ years ### "My experience with Desk" February 19, 2024 5.0 Pros We use on a daily basis for several projects and to cover different needs and all I gotta say is that it is a ''must have'' app for most businesses. The adaptability, connectivity with other apps, ease of use, and configuration simply exceed expectations. Cons Zoho is constantly updating and making changes to their APIs without giving any notice, and sometimes this causes unexpected disconnections that affect operations. Review Source David H. Software Engineer Semiconductors Used the software for: 1-2 years ### "Provides the customer with a dynamic and personalized service" September 25, 2022 5.0 This is a solution that provides our customers with the most effective and personalized attention. It has facilitated and improved the complex work of customer service, making it a much simpler, proactive and productive process. Pros It has an excellent interface, easy to use, with a design that is quite intuitive and works well in almost any browser. It is configurable, which allows us to adapt it to our ever changing needs. It has an effective real-time chat for instant communication with customers. Provide real-time support to your customers and proactively initiate chats with your website visitors. Cons When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services. Review Source UB Umang B. Sr Director Data and Systems Non-Profit Organization Management Used the software for: 1-2 years ### "One of the best investments for our organization" July 14, 2020 5.0 Great - and their customer service is great as well. Pros We got this software after using another vendor for about two years. During that time we learned what our needs were and had on our shortlist. The criteria that we used was: + Easily integrate into the Knowledge Base (KB) + KB easily integrates into tickets + Tickets can be handled by multiple departments and permissions can be restricted to those departments + Single Sign On (SSO) integration for customers + A robust API + ASAP(TM?) integration that we can dump onto our website, which allows us to point directly to a particular page in the KB + A good mobile app (I personally use it on the iPhone) + Customizable reporting ~ A semi-workaround to integrate with Github (via Zoho Project) We're looking forward to Guided Conversations that's in development right now We look forward to additional releases Cons It can sometimes get too bloated on your browser because it has a lot of data under the hood, and search can be finicky at times - but it's quite manageable. The above would not impact me choosing this platform again. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Zoho Desk We would have had to self-host and also get Confluence since we are a non-profit. Did not want to do our own management. Also - our audience may get confused with the navigation. Review Source Kenesha S. Talent Advocate/Executive Recruiter Human Resources Used the software for: 6-12 months ### "Very easy to use and manipulate" June 30, 2022 4.0 I like how easy to use and manage with teams and reaching/achieving goals with this tool that make possibilities come reality Pros That you can do everything in one place. email Support Escalations Database 24/7 having someone there Cons Wish they could incorporate meetings to make everything a blast for me! Review Source CM Carleton M. Business Systems Analyst Law Enforcement Used the software for: 2+ years ### "Lots of Features, Solid Performance" August 23, 2022 4.0 Overall experience is positive but not perfect. I would recommend Zoho as a serious option for most mid size organizations. Their support is hit and miss, just depends on who you get but they are continuously releasing new versions and have an active support line. Pros Our company has been using Zoho for numerous products including this one for the better part of 7 years. Overall we are quite happy with it and the feature set is very large, almost too large at times. It can truly be configured to accommodate a number of business processes. The amount of customization is really endless as well. Cons The UI has always been a bit clunky for me. It's something that you can get used to quickly but I feel like it could be better. They are continuously trying to improve it but it still lacking other comparable options in the industry. Also, depending on the scope and size of you IT Support team it can be too much in terms of options and functions whereby a team ends up only using about 10-20% of the actually capabilities of the system. Review Source JJ Janifer J. Manager Hospital & Health Care Used the software for: 6-12 months ### "Zoho Desk Review" July 7, 2022 5.0 Zoho software is highly simple to use, secure, reliable, multi- tasked, easy to use, price is also affordable, easy teaming, and makes easier workflow. Pros Zoho software is highly simple to use, secure, reliable, multi- tasked, easy to use, price is also affordable, easy teaming, and makes easier workflow. Cons No cons I have found in till now. Review Source AS Anil S. Security Manager Facilities Services Used the software for: 2+ years ### "Excellent" December 8, 2022 5.0 Very Good Software . need resolution for the above cons. Pros Auto revert with ticket number.escalationextract report Cons Whenever we close any complaint, and if the customer reverts after that complaint closure or after few days then the request does not reflect on the top and we can not see if any customer has reverted to us. to find such emails we have to search by putting ticket number after reminder from the customer. Review Source AB Angelica B. University Intern Pharmaceuticals Used the software for: I used a free trial ### "Optimize Your Support Processes with Zoho Desk: A Critical Review" June 4, 2023 5.0 I had the chance to use as an intern in the university's pharmaceutical research and development division to handle customer service enquiries pertaining to our research projects. The application was effective in managing and resolving customer issues. We were able to properly track and prioritize requests using its ticketing system, resulting in prompt responses and resolutions. Our connection with customers was streamlined because to the automated capabilities, like email templates, which ensured consistency and saved time. The collaboration tools in Zoho Desk enabled our support team members to communicate and coordinate easily. Overall, Zoho Desk greatly enhanced our customer care procedures, allowing us to give our stakeholders timely and effective service. Pros Numerous benefits are available with for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates. Cons Even though has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability. Review Source AT Alexandru T. Inside Sales Support International Affairs Used the software for: 1-2 years ### "Simple view and works great!" April 15, 2024 5.0 Pros The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime. Cons The customization of the ticket layouts and of the reporting could be improved. Review Source DH Dan H. IT Manager Renewables & Environment Used the software for: 2+ years ### "Shines above other products we had" December 28, 2022 5.0 An awe-inspiring tool that allows us to use it in so many ways, as a helpdesk, as a tasks manager, and as a dispatch.It does well to do most of what other providers give you for very little cash. Pros It is easy to use, easy to deploy and easy for non-technical staff to get on board.The excellent mobile app allows for easy remote work.Mobile app support biometrics. Cons The email setup was clunky a few years ago, but better now.MFA is limited to a few suppliers. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Value for money and ease of use, long list of capabilities. Switched from [Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/) The previous product was not cloud-based. Review Source LK Liam K. CMO Automotive Used the software for: 1-2 years ### "Keep your customers happy" May 11, 2024 5.0 is very responsive and fast, is packed with useful features and easy to use for everybody. Pros In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones. Cons We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection). Switched from [Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/) was recommended at a business meeting from one of our partners and was pleased after the trial. Review Source VR Verified Reviewer Director of Technology Logistics and Supply Chain Used the software for: 1-2 years ### "Desk + Project = Nice Combo!" June 15, 2021 5.0 Pros After looking through a hundred or so integrated PPM, Project Management and Ticketing solutions, zoho scored best. They address most of our concerns out of the box. Cons would be great to push tasks to desk from project. A unifying view of both systems would make the solution more well rounded. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) needed more control over projects Review Source VR Verified Reviewer Owner Computer & Network Security Used the software for: Less than 6 months ### "Everything is in BETA, after you are sold into a purchase..." August 24, 2018 2.0 I realized I need a product that will fully integrate with my Google contacts and calendar, be able to track time spent on site or on a remote support session and be able to do this without switching and spending 5 minutes trying to get all of the information together for an invoice from: contacts; reentering the same job in Invoices instead of it linking to Desk, and move on to the next client. Pros It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out. HTTPS had to be requested and is not a part of the package unless you call up and request it. Cons I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite. After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly. The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise. So far, everything does not work as advertised. The support reps keep telling me that their integrations are in BETA. BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens. I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA. I am further contacting my bank and the Attorney General for California. I don’t pay for BETA software. Is there another company that actually fulfills their sales pitches? Review Source VR Verified Reviewer Ceo Management Consulting Used the software for: 6-12 months ### "Zoho Desk is Amazing but needs better design" February 14, 2023 5.0 Conseguimos abrir solicitações dos clientes facilmente, mas vejo que poderiam liberar mais funcionalidades com integração ao WhatsApp Business tradicional e integrá-lo ao . Somos do Brasil e muitos clientes usam muito o WhatsApp para abrir solicitações. Pros A simplicidade no uso. É vantajoso usar uma ferramenta que permite que nossos colaboradores a usem de forma simples. Somos uma consultoria e nossos clientes buscam agilidade em consumir de uma empresa pequena, esse é nosso principal diferencial relacionado às grandes organizações. Cons O design poderia ser melhor. Vejo o Fresh Desk como referência nesse quesito, permitindo otimizar a experiência dos clientes integrando funcionalidades de edição CSS no tema dele. Poderiam replicar para a Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Pelo custo e pela falta de integração nativa com as minhas soluções Zoho. Review Source Wepnyu Daniel P. Self Employ Arts and Crafts Used the software for: I used a free trial ### "Facts about Zoho Desk" March 2, 2023 3.0 i have been able to earn client Trust by using this app as it helps me manage their projects faster and lesser period of time Pros it helps me simplify customer service operations, improve agent productivity, etc Cons the app is too expensive, if there was a package for young startups like us it will be very good Reason for choosing Zoho Desk it gives me some time to balance for free aleast Review Source BN Bernice N. Digital Content Creator and Promotional Model Retail Used the software for: 1-2 years ### "Zoho Desk makes your customers covered 24/7 " July 21, 2023 4.0 Pros The dashboard is beautiful, takes less time to try figure out the features. It’s user friendly is something I like, I dislike those tools with very complicated processes and is definitely the best with very simple and clear language. Easily customizable to fit your needs. Zoho Desk has really helped us to answer clients queries on time and this has greatly and positively impacted our productivity. When a customer is happy with the services he or she will refer others and we could be more happier with Zoho Desk. Live chat feature helps us answer and sort queries in real time. Fairly priced compared to similar tools. Free plan is very thoughtful and you can always start with this as your progress to the paid version for more features. Ticket creation is fast and easy. Zoho Desk integrates well with other Zoho products Cons I have had the best 2 years of use. has greatly contributed to our organizations growth. Give it a try and see your growth kick off Review Source JV Joicy V. Searcher Medical Practice Used the software for: 6-12 months ### "Try Zoho Desk it's highly recommended in his cathegory" May 30, 2023 5.0 I have been one of the decision maker in my previous company to decide buying after our trial period, because of its clean interface and facility to be used to everyone including those without experience in team work organization online. Pros Clean interface, minimalista, easy to understand including to those who are not familiar with a management team platform. Cons sincerly I do not have anything to add for the moment, maybe in a short future. Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk As said before, because of its clean interface, minimalista dynamic and fast response. Review Source JG Jeff G. VP Computer Software Used the software for: 2+ years ### "do not recommend" January 11, 2023 1.0 As I mentioned in cons, support is horrible and they need to focus on getting current modules working without bugs rather then what additional modules they can create to charge people for. I be happy when our company finally pulls the trigger and goes with another vendor. Pros Pros-It does work with Zoho CRM and logs tickets in CRM Cons Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse. Reason for choosing Zoho Desk it worked with Zoho CRM Review Source Omid A. Product Engineer Computer Hardware Used the software for: 2+ years ### "Zoho Desk for Help Desk Ticketing" December 7, 2023 5.0 We can’t function without . It has greatly improved our productivity and customer experience. Pros has been a critical part of our company by helping us stay on top of customer issues and tracking statuses. Cons Customizable organizational options would be helpful. Review Source Nelson F. Sotfware Engenier Information Technology and Services Used the software for: 2+ years ### "More specific attentions " February 27, 2023 4.0 Customers are important to companies, so this tool allows customers to respond more quickly Pros One of the qualities of this tool that I generally like is that it has functions that increase the number of customers that you usually have, being one of the most complete customer service tools, allowing everything from automation to self management for better operations. Cons I did not find it a complicated or difficult tool to implement, its functions help large or medium-sized companies to achieve their objectives Review Source Abe B. Tech Director Marketing and Advertising Used the software for: 6-12 months ### "A smooth transition" August 20, 2021 4.0 Very honestly, Zoho appears to be a good CRM. I have neither huge successes nor disappointments with it, which is a good place to be for something used regularly: no big surprises either way. We use it to manage our leads, projects, and legal details - it does the job well. Pros Zoho is comprehensive in terms of functionality as a CRM. It was easy enough to transition as a user from our previous CRM, with a lot of familiarity in terms of the set up and workflows. We really like the 'transitions' functionality, which allows us to have required fields at different stages of the process. This is helping us maintain data accuracy and input rates. Cons The search functionality can be confusing within objects (it feels more natural to search within the filter pane that pops up, rather than go back into the search view). There are a lot of options when it comes to filtering and permissions which can cause some roadblocks, though that may be user error too! Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) The primary motivation was cost and complexity: we no longer had a full time Salesforce admin/developer to support. Review Source FO Frida O. Founder Professional Training & Coaching Used the software for: 2+ years ### "Why Zoho Desk is a hack to skyrocket seamless and healthier business environment." October 6, 2023 5.0 Hot deals. gives exactly dazzling results. It has built the best for my clients. Pros Easily adaptive tool. It can easily be integrated with other softwares that I use. Nevertheless, launching was such an easy task and productivity has risen beyond my expectations. I find Zoho quite user friendly and quick. Cons Always moving a step each day is my goal as a founder and I embrace for smarter and progressively growing customers experience. 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.