# Page 8 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 176-200 of 2213 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Saeko O. Market Researcher Market Research Used the software for: 1-2 years ### "A system that understands how important customers are" September 19, 2022 4.0 This system allows problems to be managed more quickly, its efficiency has allowed large organizations to be able to respond in a timely manner to the requirements that professionals present or, mainly, clients, it is easy to understand, apply and manage thanks to its interface Pros It is a tool that increases customer loyalty and even allows analyzing customer opinion, it is the type of system that is organizationally fundamental, if you work with trading systems as well as those that provide a service, this allows in an understandable way and that provides solutions to customers mainly Cons The tool is one of the systems that are not usually difficult to understand digitally. In addition, if you have doubts, there is online advice to make the best use of it. Review Source Krishna L. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "I enjoy how easy it is to connect with our leads in real time" February 22, 2022 4.0 We've used this program for customer support and services before, but this was the first time we utilized it to examine client behavior in light of certain criteria. As a result of using , we have the ability to provide excellent customer service. Pros We've tried a lot of apps, but stood out since it looked like a separate software. There is a free version for startups who need help managing a team of customers. I like Zoho Desk because it keeps a single, verifiable source of information available to both management and employees. Cons Scaling can be a little tricky when moving from a free version to a paid one, and certain modules may be able to be improved and made more efficient as a result. Review Source VR Verified Reviewer Chief Information Security Officer Retail Used the software for: 1-2 years ### "Zoho Desk It is an excellent way to contact VIP clients." December 12, 2022 5.0 We obtained permission to implement new tracking systems and referrals to VIP Retail customers, referring to those with considerable monthly volume spending, so that the contact is not lost, we can use Zoho to generate a friendly contact via email that links us through a link to the program and discuss future preferences, it also serves to answer via page any quick questions they have about the post-sale of a product. Pros The base of the program is very complete, it is really easy to install and use, the data it gives us is accurate, we can obtain data from emails, from live chats, personnel qualification, post sales, customer retention, rewards to potential clients and much more, the program helps us to generate all this in a friendly and simple way. Cons I have nothing bad to say about , it has met all my expectations, it has provided us with information that other programs wasted among so many options and undesirable configuration. Review Source VR Verified Reviewer Property accountant Accounting Used the software for: 2+ years ### "Very easy to use ticket management" December 6, 2022 4.0 Pros Makes ticket management really easy to use and track. Cons Lots of functionalities appreciated but not really that useful, as they are usually done by other dedicated software (like screen sharing). Alternatives considered [Redbooth](https://www.capterra.com/p/114953/Redbooth/) Review Source VR Verified Reviewer Analyst Market Research Used the software for: 1-2 years ### "Offering 24/7 Support to Customers with Zoho Desk" June 3, 2022 4.0 It enhanced our reporting and analysis as it is well integrated with social media and the internal messaging system. Using helps us to reach and resolve more customer issues faster. Pros integration capabilities with our Web application is one of the best fits for us, it easily helps us to track all the tickets and agents from the dashboard interface. The light agent seat count was one of the features that made their service considerably more appealing to our organization. Cons The implementation took time and can be improved. There is not much problem in the solution. Review Source VR Verified Reviewer Director Of Ecommerce Machinery Used the software for: 6-12 months ### "Great alternative to Zendesk" January 17, 2019 4.0 Overall the platform has been a good move for us. We switched from using Zendesk and have not looked back since. There are tools in Desk that you can import your Zendesk info to aid in migration to make it almost seamless. As with any other tech platform made for larger scales of users, there are some things that are frustrating because that is not how we want to do it. But the system has enough features to be able to work around those frustrations and continue with the process. Pros In our organization we use several products from the Zoho suite, so the biggest pro for us was integration. Other features that were notably positive were custom domain mapping, converting tickets to articles in the knowledge base, suggested articles for agents, and of course the robust rules and macros that can be set up for the account to automate as many repetitive tasks as possible. Cons While most items were pretty intuitive to setup, I do feel that some of the documentation was pretty sparse and sometimes hard to find. Also having to bump up to the highest tier plan just to be able to integrate with all of the Zoho services we utilize was a bit frustrating. I could see not letting free accounts do this, but doubling the cost/agent just to fully integrate with your services that we already pay separately for was pretty disappointing. Review Source TC Thiago C. Diretor de Projetos Information Services Used the software for: 2+ years ### "I recommend" August 31, 2021 5.0 Pros The solution is very useful in managing incidents and escalating to teams and their respective members, streamlining quick responses based on knowledge management. Cons The tool is very useful, however, when managing the indicators, it is very difficult, however, when generating the data in CSV, it is possible to generate the necessary indicators. It's time-consuming work. Review Source Arheer G. Marketing Manager Internet Used the software for: Less than 6 months ### "A Robust Help Desk Solution" February 27, 2023 5.0 can be used by companies of all sizes to provide a comprehensive and efficient help desk solution. It can be used to create tickets and manage customer requests, store and share knowledge, set up automated workflows, generate reports, and more. Pros \> is an easy-to-use and comprehensive help desk solution.> It offers a comprehensive range of features, such as ticketing, knowledge base, customer portal, automation, reporting, and more.> It is highly customizable, allowing you to tailor the solution to your specific needs.> It integrates seamlessly with other Zoho products and third-party applications. Cons \> The user interface can be a bit confusing for first-time users. Review Source MT Marek T. CEO Financial Services Used the software for: I used a free trial ### "Zoho Desk Review" May 31, 2023 4.0 Mmy overall experience with was highly satisfactory. The software provided a robust and user-friendly platform for managing customer support operations. The intuitive interface, coupled with the comprehensive ticket management system, facilitated efficient tracking and resolution of customer queries. The automation and workflow capabilities streamlined processes and improved team collaboration. While there were some limitations in terms of design customization, the overall functionality and integration options offered by Zoho Desk made it a reliable and effective tool for managing customer support. The support provided by the Zoho team was also commendable, ensuring a smooth experience throughout. Pros One of the things I liked most about was its comprehensive and user-friendly interface. The software provided a well-organized and intuitive dashboard that made it easy to navigate and access various features. The ticket management system was particularly impressive, allowing efficient tracking, prioritization, and assignment of customer queries. The automation and workflow capabilities were also noteworthy, enabling streamlined processes and improving team productivity. Additionally, the integration with other Zoho applications and third-party tools added versatility and enhanced overall user experience. Cons One aspect I liked least was the limited customization options in terms of design and branding. The software offered some level of customization, but there were certain limitations in fully aligning the customer-facing interface with the company's branding guidelines. Having more flexibility in customizing the appearance of the help center, email templates, and customer portals would have been beneficial to create a more cohesive and branded customer experience. Review Source ZS Zaiba S. Associate Program Manager E-Learning Used the software for: 1-2 years ### "Review to Zipteam members " April 14, 2023 5.0 Overall experience of using was amazing as it helps to ease the daily task and responsibilities in a very quick way. Pros The quickness and the promt notification and the features or the Zoho are easy to use Cons There is nothing to say about what I have not liked Review Source DL Daniel L. Business Development Manager Information Technology and Services Used the software for: 1-2 years ### "Low cost entry-level support solution." November 11, 2020 4.0 My overall experience with , I would say good. Pros The flexibility of the configuration of the solution is allowed until a certain level, which is sufficient for the entry-level requirements. Cons Facing some difficulty about integrating with some pre-existing in-house applications. (ie. inventory system) Review Source Abhishek S. Associate Consultant Market Research Used the software for: 6-12 months ### "Best customer relationship building platform!" January 14, 2023 4.0 Excellent platform for managing your customers, handling their queries, and giving them a constant satisfied service Pros Its ticketing system is really excellent. It helped our help desk team in managing and building a strong relationship with our customers by providing effective customer services. Cons UI/Interface can be improved. One major drawback of this software is its missing desktop application. Review Source Denise W. Assistant Manager Food & Beverages Used the software for: 1-2 years ### "So far it has been a great service" June 10, 2020 5.0 We picked Zoho because of the worth and in this manner the indisputable reality that we were at that point familiar with their product arrangement as we utilize their Survey programming too. Things were getting lost or overlooked about and it had been making me insane. Zoho has a great set-up of items and this one isn't any special case! Simple to utilize (the essentials at any rate). What's more, it's very reasonable. Pros I like the way that it converses with all or any of the rest of our Zoho items. It appears only an apparatus inside the framework. It plays pleasantly and interfaces in just barely like the rest of the items. I in reality simply like the appearance of the product, the format, and the way simple it's to utilize. we've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries. Cons Most likely such a large number of alternatives accessible. huge amounts of your time spent up to this point simply understanding the whole stage. I'm despite everything perusing the UI yet it feels a touch less cordial than an elective decision I'm assessing. Review Source VR Verified Reviewer admin Health, Wellness and Fitness Used the software for: 1-2 years ### "Zoho Desk is pretty Good" February 20, 2024 5.0 Very good to use and easy to maanage, reports have to be better structured. Pros Easy to use and comfortable user interface. Cons Limited in free version and i needed to test its features. Reason for choosing Zoho Desk cause its indian product and was available for free. Review Source VR Verified Reviewer CEO Information Technology and Services Used the software for: 2+ years ### "Powerful ticketing system with lots of options. " May 27, 2022 5.0 We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference. Pros I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow. Cons Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing Zoho Desk It had more of the features we need and we use other Zoho products so they link together quite easily. Review Source 🪃 Isaac D. CPO Information Technology and Services Used the software for: 2+ years ### "Streamlining Customer Service with Zoho Desk" April 22, 2024 4.0 Pros I was highly impressed with 's intuitive interface and comprehensive feature set. The platform is exceptionally user-friendly, making it easy for our team to manage tickets efficiently. One of the standout features is its automation capabilities, which significantly reduce the manual workload by routing tickets based on predefined rules. This has led to a faster response time and increased customer satisfaction. Additionally, the integration with other Zoho products and third-party tools is seamless, providing a unified approach to our customer service processes. Cons While offers many advantages, one area that could see improvement is its mobile app. The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version. This can be a drawback for teams that rely heavily on mobile access to provide timely customer support. Enhancing the mobile experience would make Zoho Desk even more robust for on-the-go users. Review Source OG Osvaldo G. Ing. Electrico Information Technology and Services Used the software for: 2+ years ### "Es muy agradable" July 21, 2023 4.0 Pros me parecion un programa muy agradable, intuitivo y facil de implementar. Cons por el momento no tengo queja alguna de esta herramienta. Review Source LT Lorenzo T. GERENTE Civil Engineering Used the software for: 1-2 years ### "Mejor inversión costo beneficio" July 3, 2023 5.0 Es la mejor herramienta de servicio al cliente y manejo de oportunidades para cerrar negocios Pros el impacto para generar oportunidades con los clientes y cerrar el negocio Cons hay que ser muy especifico en la informacion Review Source Peter F. Co-Owner Information Technology and Services Used the software for: 1-2 years ### "Great on its own, OUTSTANDING when synced with Zoho CRM" July 23, 2019 5.0 Pros The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing. It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk. Powerful automation features. Love the customer portal + knowledge base, we use it every day. Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze. Cons Sometimes some of the default email templates can be a little bit funky, but that was an easy fix. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but came as part of the Zoho One suite. I couldn't be happier with it. Review Source MS Madhusudan S. Software Engineer Computer Software Used the software for: 1-2 years ### "A useful device for maintaining your brand and serving customers" February 6, 2023 5.0 Access management and performance reporting allow us to track agent performance, gauge customer satisfaction levels, and simply allocate any ticket to an agent. seamless interaction with other Zoho software, which facilitates quicker management and resolution of client issues. Pros Whatever you want can be tailored to fit the requirements of your platform. It keeps track of all pertinent client behaviour before contacts and aids in better anticipating their demands. Cons The page can be a little confusing at first. The pace and quality we received throughout and (especially) after the implementation fell short of our expectations, which eventually caused us to terminate the membership and look for alternative alternatives. We're talking about tickets that haven't been followed up on for 20 days and incomplete answers to questions. Review Source VR Verified Reviewer Manager Marketing Information Technology and Services Used the software for: 6-12 months ### "Zoho Desk: Literally a Customer Delight " June 27, 2022 5.0 The overall experience has been good.Once we started using it, there is no need to explore any other tool. Solves our purpose completely Pros allows our customer support team in handling queries in a sequential manner. Being a player in the SaaS domain tickets handling and ensuring optimal productivity of agent is a challenge which gets solved by this vendor of ours. Adding to this, various integration features with different applications ensure high level of optimization and reduced TAT. Cons UI/UX of the platform needs a big boost up. Various shortcut icons and analytics can be improved. Review Source BK Bishoy K. Infrastructure Engineer Information Technology and Services Used the software for: Less than 6 months ### "Improving Customer Support with Zoho Desk: An In-Depth Review" February 13, 2023 5.0 is generally well-regarded by its users and is considered a cost-effective and user-friendly customer support platform. Pros Affordable pricing: is a cost-effective solution for businesses, offering a range of pricing options to fit different budgets.Customizable: Zoho Desk allows users to customize the platform to meet their specific needs, including the option to add custom fields and forms.Integration with other Zoho products: Zoho Desk integrates with other Zoho products, such as Zoho CRM, making it easier for businesses to manage their customer support processes.User-friendly interface: Zoho Desk has a user-friendly interface that is easy to navigate, reducing the learning curve for new users.Comprehensive support: Zoho Desk offers a wide range of support options, including email, live chat, and phone support, making it easy for customers to get help when they need it. Cons Limited customization options: While allows some customization, there are limitations on what can be tailored to meet specific needs.Technical issues: Some users have reported technical issues with Zoho Desk, including slow load times and system crashes, which can be frustrating for support teams.Limited international support: While Zoho Desk is available in multiple countries, its support for international customers is limited, which may be a concern for businesses with a global customer support presence.Steep learning curve: Although the interface is user-friendly, there is still a steep learning curve for new users who need to get up to speed on all of the features and functionality of the platform.Lacks some advanced features: While Zoho Desk is a comprehensive support platform, it may lack some of the advanced features offered by other support solutions, such as advanced reporting and analytics. Review Source ND Nassima D. Manufacturing Workshop Manager Machinery Used the software for: 1-2 years ### "Excellent en soi, exceptionnel lorsqu'il est synchronisé avec Zoho CRM" March 4, 2023 5.0 est excellent en soi et encore meilleur lorsqu'il est synchronisé avec Zoho CRM. Pros L'intégration de à Zoho CRM change la donne. L'interface utilisateur est intuitive et les fonctionnalités d'automatisation sont puissantes. Cons Certains modèles d'e-mails par défaut peuvent être funky, mais c'est une solution facile. Review Source Brooke E. CEO E-Learning Used the software for: 6-12 months ### "Very easy to use " November 22, 2022 5.0 Pros It is very easy to use and because it integrates with all the other zoho products it makes it super simple to get a full picture of what the client is doing. It has a ton of features built in where in other platforms you would have to pay more for. Cons It takes a bit to set everything up at first but once it's set up it makes life much better. 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