# Page 7 | Zoho Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Zoho Desk ## Showing most helpful reviews Showing 151-175 of 2211 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JK Jayash K. Director Computer Software Used the software for: 2+ years ### "Good Support Software if you are in Zoho Eco-system" June 22, 2022 4.0 Nice but not best just because of poor support. Pros The ability to upload Knowledge Base and have it sync to Sales IQ chat into our website chat bot, along with ASAP feature that helps in giving help documentation within the website, and also the ability to integrate WhatsApp support (beta), Cons Zoho Support, oh god they are too slow :-( in resolving a single query. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zoho Desk Its Integration with other Zoho Apps Review Source BL Brandon L. Cyber Security Specialist Financial Services Used the software for: 1-2 years ### "Efficient customer support management " October 12, 2023 5.0 Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers. Pros I like its customer-centric approach and the ability to create and customize specific incident handling workflows. Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner. It provides a complete view of our customers and allows us to provide more effective support. I also appreciate the reporting and analytics capabilities. Cons At times, it can be a bit limited in terms of fully accommodating our specific security needs. Review Source LC Laura C. Content creator Marketing and Advertising Used the software for: I used a free trial ### "Great website" June 12, 2024 5.0 Awesome and great website and also customer service. Pros I liked everything about Zoho Desk!!!!!! Cons I don't have a response to this question. Review Source VR Verified Reviewer Director Legal Services Used the software for: 2+ years ### "My office manager my secretary and my bodyguard" September 13, 2022 5.0 I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it Pros I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend Cons No list with Zoho is the 99% secure and privacy service provide Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Honestly I was looking for a change And I’m glad I did Review Source AM Ashley M. Receptionist Apparel & Fashion Used the software for: 2+ years ### "Zoho + Communication = Happy Customers" October 19, 2023 5.0 With this software, our company is able to assist over thousands of customers on a daily basis with they equipment. Pros The most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful Cons One feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system Review Source MD Mercedes D. IT Specialist Mental Health Care Used the software for: Less than 6 months ### "Helpdesk internal ticketing system - life changing!" November 8, 2022 5.0 Our business has found that Zoho Desk has even more functionality than we thought. We are able to add several departments to make our work much more efficient thanks to Zoho desk! Pros We have started using Zoho desk and love it. It has way more functionality than SysAid and is way cheaper! Cons My only complaint about the software is that it is kind of difficult to set up initially. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Zoho Desk The cost was much higher with Salesforce and was also not nearly as robust. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) SysAid is not as flexible as we need our ticketing software to be, our annual fee was approaching, and we figured that we needed to go ahead and make the move to something more robust. Review Source Sanjeet K. software developer Information Technology and Services Used the software for: 6-12 months ### "Best helpdesk software for any organization" December 27, 2022 5.0 Pros This is one of the most reliable software for customer support. It has some of the most amazing features like I can contact with the customers through multiple channels for example emails, calls etc. also automated emails is a great feature, with the help of this I can send emails to my customers if there is any new offer. Cons I didn't find any cons so far for this product. Review Source 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. Zoho Desk 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 Zoho Desk 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 Zoho Desk every day of the week Pros Zoho Desk 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 Zoho Desk 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 Zoho Desk 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 Zoho Desk till now. Review Source FT Francesca T. Segretaria amministrativa Hospitality Used the software for: 6-12 months ### "Valida ma ho dovuto cambiare" April 30, 2024 5.0 Pros Molto valida l'applicazione Zoho Desk consente di rispondere alle richieste degli utenti Cons Nonostante l'indubbia qualità dello strumento, ho dovuto cambiare in favore di altri per la complessità dell'interfaccia caotica 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 Zoho Desk 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 Zoho Desk 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 Zoho Desk 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 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 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 Zoho Desk. 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 Zoho Desk 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 Zoho Desk 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. Zoho Desk has greatly contributed to our organizations growth. Give it a try and see your growth kick off Review Source Talk to a Capterra advisor for free and get results within 15 minutes.