# Page 2 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 2 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 26-50 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SH Shauna H. Accounts Payable Accounting Used the software for: 1-2 years ### "Zoho Desktop - not the best but not the worst" September 12, 2025 2.0 Overall, it is a little better than yahoo or gmail. It allows for you to see the info on your desktop and add attachments to the emails you are sending out. It is easy to open attachments you receive and save them to your desktop. Pros All my email came into one inbox and could be organized. I was able to make my one folders and sub folders to allow me to put emails in their categories Cons Always had issues with connecting with Zoho server and would cause many loading server errors. Would have to close it down and reopen or restart my computer then it would work. No other app on my computer would have that issue Review Source DR Daniel R. Product Manager Automotive Used the software for: 1-2 years ### "Decent Support tool that shines with the Zoho Suite" October 16, 2025 4.0 Several years using Zoho Desk to give support for 3 SaaS for the Automotive industry in Spain, Portugal and Italy. Pros Decent support manager, that shines with the rest of the Zoho Suite, as it allows a very streamlined workflow, specially with Zoho Projects, Bugtracker and Analytics. Cons Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets. Also if you have several products and want to have different knowledge bases you just can use the Enterprise plan, which is expensive (no matter how many users you have). Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zoho integration with the rest of the suite. Review Source DM David M. Technical Support Engineer Mechanical or Industrial Engineering Used the software for: 2+ years ### "The management of support tickets." December 14, 2025 5.0 It has simplified tracking hydraulic service requests, follow-ups, and client history significantly in comparison to having multiple email threads running throughout the day. Pros I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand that there are certain issues with certain equipment. Cons I do not like the fact that the original configuration was somehow long; plotting fields and categories to our industrial world required a few tweakings. Review Source GL Garcia L. Technology Solutions Manager Printing Used the software for: 2+ years ### "Simplified support with effortless setup of workflows." August 7, 2025 5.0 Zoho Desk enhanced our workflow and ticketing operations. We are now able to handle IT requests more quickly, keeping our equipment users happy and up to date. Pros Zoho Desk simplifies support ticket handling and workflows with easy setup so that my team can monitor issues and respond to chat discussions with users effectively without the trouble of setup. Cons Most features are easy to use, but managing data and tracking would be simpler, and customer support response lag is rare. Review Source FB Francois B. Operation Manager Hospitality Used the software for: 1-2 years ### "Merges support channels with AI accuracy" August 25, 2025 5.0 The AI-powered responses, streamlined ticket pipeline and intelligent dashboards enabled me to have full control of support functions. I was confident that I can solve the queries in less time and with added context. Pros Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox. The ability to have Zia suggest that I should use smart tags and point to sentiment shifted my priority of your reply and my quality of response. Their customer service is better. And in my opinion its value for money. Cons There were some instances of bafflement and that Blueprint drag and drop would need some tweaking and tweaking before it obeyed the requirements of a complex automation workflow. Review Source NT Narenthira T. Freelancer Marketing and Advertising Used the software for: 1-2 years ### "Zoho Desk: A Powerful Tool for Streamlined Customer Communication" February 14, 2025 4.0 The involvement in Zoho Desk has been amazingly quick and proficient in uniting client messages. Our group can use this stage to accomplish almost 100 percent client care inclusion. Besides, I can add or eliminate framework highlights depending on the situation to meet the group's prerequisites, and coordinate different functionalities in view of the organization's approaches. As of now, Zoho is exceptionally appropriate for my organization." Pros Zoho Desk is a client care device to oversee client questions and backing tickets from various channels like email, talk, informing, online entertainment stages, and so on is one of the best stage for giving client care administrations to the individuals who are utilizing your administrations or items and to give an answer for them. it works Consistently and effectively coordinates with other Zoho apparatuses, You can focus on the ticket and even make your own insight base in Zoho to computerize the reaction. In the event that any client raises a question, its man-made intelligence created Chatbot will answer naturally based on your insight base Cons Is by all accounts a sufficient tagging framework. My issue with the product comes from an improvement point of view. Attempting to use there Programming interface to get to end client usefulness is unimaginable without the SDKs which are unusable in a cross stage improvement framework. Review Source ME Mona E. Microbiologist Pharmaceuticals Used the software for: 1-2 years ### "Zoho Desk Has Effective Capabilities that Makes It an Amazing Help Desk Tool" August 6, 2025 5.0 Pros Zoho Desk is an easy to set up help desk solution that has been working effectively. I like how reliable Zoho Desk's customer support team has been. Cons Zoho Desk is an effective and reliable tool. I have zero reasons to dislike the features of Zoho Desk. Review Source Greg R. Customer Success Manager Education Management Used the software for: 1-2 years ### "A good system - not super intuitive" October 28, 2025 3.0 I've used Zoho Desk a ton, probably over 1000 hours and it's a good system. It has a lot of bugs and odd idosyncrasies, but it is one of Zoho's more effective systems. Pros I like Desk and I'm able to do most of what I need to. It's an extremely extensive system and Zoho is constantly working to improve it. Cons Desk has a couple of primary issues: 1. It doesn't auto-refresh tickets well. 2. The sounds for tickets are really bad and can't be changed 3. The back end settings are confusing and a lot of them lack user friendliness Review Source JO John O. Finance Officer Non-Profit Organization Management Used the software for: 2+ years ### "What I Know about Zoho Desk" January 20, 2025 4.0 Pros Zoho Desk makes it super easy to deliver customer experiences via real-time live chat and audio calls. Cons Zoho Desk is cloud-based and it is only premium, thus it has no free version. Review Source PNK Peter N K. Cyber Security Engineer Computer & Network Security Used the software for: 2+ years ### "Elevate your customers experience with Zoho Desk, a ten over ten software." January 25, 2025 5.0 Incredible experience like no other. My all-time partner. Pros Make communication proactive with Zoho Desk. It has a very easy to use user interface, very easy to use. Ticket management and real time alerts and notification makes Zoho Desk our top priority. A game changer you ought to try. Cons Let's learn to focus on the positive side, Zoho Desk can never let anyone down. Switched from [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) LiveAgent's free plan lacks some features. Review Source Kaylie D. Chief Human Resources Officer Hospital & Health Care Used the software for: 1-2 years ### "Efficient collaboration software." January 3, 2025 4.0 Our clinics have grown a lot and we have significantly increased the number of employees and professionals working with us, for this and other reasons of administrative streamlining we decided to implement Zoho Desk, which with its features allowed us to facilitate collaboration between employees. We created a ticketing system that allowed us to prioritize employee requests and reduce response time. We created an employee portal where they can find frequently asked questions and report problems. Pros It is a necessary tool to facilitate excellent synchronization and communication between employees. It has a well-designed interface that is pleasing to the eye. It allows you to keep track of the problems that arise in each department of the company and respond more effectively. Cons It is an efficient product and so far we have not had any major problems. Review Source CP Claudia P. Lawyer Law Practice Used the software for: 2+ years ### "My experience with Zoho Desk." June 2, 2025 4.0 Zoho Desk has enabled us to automate various processes from customer community management, Mobil customer care and contact centre integration. Pros The product has is easy tonuse and has very robust features. Simplicity and functionality of the software. Availability of exceptional customer care services. Cons Honestly, I have not experienced issues during implementation of Zoho desk. It is an easy to use software and has unlimited implementation and customization. Review Source Ujjwal S. Hr Education Management Used the software for: Less than 6 months ### "makes customer support organized and efficient." August 21, 2025 5.0 Zoho Desk has been a reliable tool for handling customer support efficiently. it helped me to improve my management style faster and smooth. Pros Been using Zoho Desk for managing customer queries and it has made the whole process much more organized. the app is value for money , easy to use and clean interface. Cons Adavanced feature in chats take some time to set up , mobile app is functional but sometimes feels slower than desktop. Review Source KZ Katie Z. Owner Marketing and Advertising Used the software for: 6-12 months ### "Overall it is really easy to use and beginner friendly" March 27, 2026 5.0 Overall it is really easy to use and beginner friendly. And for the cost it meets the basic needs that I am looking for. Pros Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk. Cons It does feel like a very basic system and I wish that it did offer other things and more integrations within the Zoho Desk. Review Source Robert P. Owner Electrical/Electronic Manufacturing Used the software for: 2+ years ### "ZOHO Desk Two Thumbs Up!" April 8, 2025 5.0 Been great for our support ticket tracking. Pros Lots of flexibility to manage what works best for your business. Cons I do not really have a least thought at this time. Review Source Alan Divier G. Owner Marketing and Advertising Used the software for: I used a free trial ### "Increíble, herramienta muy recomendable" October 17, 2024 4.0 Es una herramienta increíble como todas las aplicaciones de Zoho, pero la implementación, al final es un poco complicada, necesita forzosamente de contratar sus servicios para poder implementar la aplicación como tal Pros Bastante fácil para implementar, pero tiene demasiados utilidades para el negocio como el mío Cons De tantas opciones que tiene para implementar, lo vuelve un poco confuso, y el soporte no siempre está al 24/7 para apoyar Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Porque puedes agregar WhatsApp a tus canales, y hay muchos tutoriales de ayuda en Internet y es más fácil de implementar Review Source RB Rian B. Technical Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Organized ticketing for IT support" April 17, 2025 4.0 It allows me to respond faster to support tickets and ensure our small team never misses a critical client IT ticket. Pros I like the ticketing system in Zoho Desk, which allows me to easily track and prioritize client IT problems and keep them organized on one place through email and chat. The integration with Zoho CRM lets me view customer details without needing to leave app. Cons Ticket statuses in the mobile app are sometimes slow to update, and that’s annoying since I’m fixing things on the go for Artamara’s clients. Review Source EDJM EUTIMIO DE JESUS M. impresion Marketing and Advertising Used the software for: I used a free trial ### "Asistencia remota, acceso desatendido" October 8, 2025 5.0 demasiado bueno, le daría 9 de 10, super comodo para trabajar, no hay necesidad de compartir Codigas para acceder a una computadora remota Pros super fácil de usar, intuitivo, rápido, estable y excelente Herramientas, facilidad para compartir archivos Cons alto costo, Debería tener mejores ofertas para personas o empresas, que requieran asistencia de uno a 5 equipos. Review Source LL Leslie L. Office manager Hospital & Health Care Used the software for: 2+ years ### "Soho always helps!!!!" August 16, 2025 5.0 Very fast resolution time. Most problems are solved if not they are escalated to someone else or directly fixed by the live rep in the chat. Pros The quick and prompt service provided. Problem solving skills are top notch. They diagnose and provide real time solutions Cons No complaints so far. We only use when there is a problem that is affecting our daily productivity. Can’t call for help when it’s not needed Review Source RM Rebotile M. IT Manager Information Technology and Services Used the software for: 6-12 months ### "Zoho best review" July 1, 2025 5.0 It's user-friendly, affordable pricing and i was able to improve my workflow. I had a wide range of features and customization options. Pros I was allowed to create a custom tickets without hassle. Zoho has knowledgeable features that enable to create self service for customers. It has user-friendly service that i find it helpful. Cons I had issues with integration with certain third-party apps. The upgrading of higher plans to access certain features. Review Source AA Aditya A. Customer Service Representative Consumer Services Used the software for: 6-12 months ### "A Support hub for all customer queries funded." April 9, 2025 5.0 It is effective for me in my work because I can speed up service by dealing with support requests, so clients can get faster answers and be satisfied. Pros I love how easy Zoho Desk makes it to follow and respond to customer issues; I can see all the tickets on one dashboard. Cons The setup is a little overwhelming for me. there are just so many options to customize that it took me a while to get it just how we wanted it. Review Source VR Verified Reviewer board member Information Technology and Services Used the software for: 6-12 months ### "Zoho Desk Review " January 25, 2025 4.0 the setup process was straightforward and fast, There were videos to assist in setting up Pros easy to use CRM, works well with other software integrations Cons quite expensive for the enterprise plan, it had all the features we wanted and I pretty much had to pay for it Review Source BJ Bijo J. System Admin Computer Software Used the software for: I used a free trial ### "A Powerful and Flexible Support Tool with Room to Grow" June 23, 2025 5.0 My overall experience with Zoho Desk was positive. It provided a robust set of tools for managing customer support, including ticket automation, SLA tracking, and team collaboration features. Pros The best part of Zoho Desk for me was its customization options. I could tailor the help desk to our team's exact needs, from workflows and layouts to automation and reporting. Cons While Zoho Desk offered a lot of useful features, one thing I liked least was the learning curve for setting up advanced automation and custom workflows. Review Source HL Harsh L. Software Developer Computer Software Used the software for: Less than 6 months ### "Zoho Desk: A Smart and Efficient Help Desk Solution" February 22, 2025 5.0 Zoho Desk provides a robust and user-friendly platform for managing customer support efficiently. Its automation, AI-driven insights, and multi-channel support enhance productivity, though there is room for improvement in customization and reporting. Pros Zoho Desk has the best interface with powerful automation, making customer support seamless and efficient. Its AI-driven insights and multi-channel support enhance productivity and customer satisfaction. Cons Zoho Desk's customization options can be limited, and its reporting features may require improvement Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) It has some limited features which is why I chose Zoho Desk Review Source CJ Céline J. Social Media Manager Consumer Services Used the software for: Less than 6 months ### "Zoho Desk for Help Desk Ticketing" August 12, 2025 5.0 Pros It’s an exceptionally user-friendly platform, Zoho helped us manage tickets efficiently. Most of its features are great, the most useful and effective one for us was the automation — it helped us cut down manual work a lot and improve response times based on customer needs. Zoho also gives good transparency when integrating with other tools. Cons Zoho Desk has lots of features, but having to pay every time for each one can make it really expensive. The mobile version also needs improvement, it’s not as effective as the desktop one. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.