Zoho Desk Reviews & Product Details

What I like best about Zoho Desk is how it centralizes customer support into one easy-to-manage platform. It allows teams to track, prioritize, and resolve tickets efficiently while maintaining clear communication with customers. I also appreciate its automation, SLA management, and reporting features, which help improve response times, accountability, and overall service quality. Review collected by and hosted on G2.com.

One aspect I dislike about Zoho Desk is that some advanced features have a learning curve, especially for new users. Certain configurations and automations can feel complex at first, and deeper customization or integrations may require technical knowledge or higher-tier plans. However, once set up correctly, the system becomes very efficient. Review collected by and hosted on G2.com.

I like Zoho Desk because it's efficient and offers great value for money with its limitless features. It's better than many on-prem solutions I've tried. Knowing it's used by governmental entities in my country gives it higher credibility. The wide range of features allows us to adapt the helpdesk to our exact operational needs, and I appreciate the SLA reporting, role-based access controls, DNS configuration, and domain verification. It's friendly and easy for end users, helping us define responsibilities, enforce SLAs, and maintain access control efficiently while also reducing back-and-forth with users. The app for agents is fast, efficient, and easy to use. Compared to the on-premises solutions I've used before, Zoho Desk's cloud solution is much more efficient. The initial setup was pretty easy on the backend, and with our in-house knowledge, we managed well even with more complex configurations. Review collected by and hosted on G2.com.

Some advanced configurations and customizations require time to fully understand, especially during the initial setup. More built-in guidance and clearer documentation for complex automation and reporting scenarios would further improve the onboarding experience I think. Review collected by and hosted on G2.com.

I am impressed by how smoothly Zoho Desk integrates with the broader Zoho ecosystem.

The platform offers effective features that reliably automate manual workflows, making daily operations more efficient.

Zoho Desk stands out as a dependable helpdesk solution for both growing and large businesses, thanks to its affordable pricing structure.

Its scalable ticketing and help desk capabilities are complemented by an intuitive and user-friendly interface.

Additionally, Zoho Desk excels in mobile accessibility due to its excellent mobile apps.

I also appreciate how highly customizable the platform is, allowing it to adapt to a variety of business needs. Review collected by and hosted on G2.com.

Some features of Zoho Desk can present a steep learning curve, particularly for those who are new to the platform.

The interface is quite text-heavy, which can make navigation inconvenient at times.

Additionally, integrating Zoho Desk with applications that are not part of the Zoho ecosystem can be difficult. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is how it simplifies help desk management. The interface is intuitive & easy to navigate which makes it quick to train new team members and start resolving tickets without a lot of setup.

The most helpful part of Zoho Desk is its ticketing & workflow automation where it automatically assign tickets, sets SLAs & routing request based on priority which helps ensure timely responses and reduces manual work for the support team.

Zoho Desk is straightforward to use which makes daily support tasks smoother & less time consuming for the whole team.

The dashboard & reports give quick insights into ticket trends, agent performance & customer satisfaction which helps make us better decisions. Review collected by and hosted on G2.com.

One thing which I dislike about Zoho Desk is that some features feel less polished compared to other modern help desk platforms. It works well for core support tasks but some areas could feel a bit out dated.

The least helpful part can be the reporting & analytics while the basic insights are useful but more advanced or customizable reporting requires extra effort & higher plan levels.

The built-in reports cover basic metrics but deeper custom reporting isn't as flexible or intuitive as some other platforms.

Some parts of the UI interface feels less modern which can be improved to more advanced UI. Review collected by and hosted on G2.com.

Honestly, the biggest surprise for me has been how easy it is to set up automations without being a developer. I'm configuring Zoho Desk for our 5-person team, and I expected the automation part to be a nightmare, but it's actually pretty intuitive - even the Deluge script automations are manageable for someone like me who isn't technical.

What I really appreciate is the customization flexibility. We can create custom fields, build workflows that match how our team actually works, and set up ticket views that make sense for us - not the other way around. The multi-channel ticketing is also a lifesaver since customer queries come from everywhere (email, social media, chat, phone), and now they all land in one place.

The native integration with Zoho Forms works seamlessly for funneling tickets in. And honestly, the live chat support has been incredibly helpful - whenever I get stuck, I can get real-time help from their support team, which has saved me hours of troubleshooting.

Oh, and for a startup like ours? The pricing is ridiculously affordable compared to other platforms with similar features. Review collected by and hosted on G2.com.

The documentation is comprehensive, but sometimes it feels incomplete or you have to check multiple threads to find what you need. For example, I was trying to use the zoho.desk.searchRecords method in a Deluge script with custom fields, and the official documentation for that method didn't explain how to use custom fields for search at all. I eventually found the answer buried in the forums. It would save so much time if those kinds of details were just included in the main documentation from the start.

Also, with so many customization options available, it can feel a bit overwhelming at first. A more guided setup wizard would help new users like me navigate everything more smoothly. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is its user-friendly interface and strong automation capabilities. It makes ticket management easy with powerful workflows, SLA tracking, and multi-channel support (email, chat, phone, and social). The knowledge base and self-service features are well-designed, and the integration with other Zoho products helps keep customer support operations efficient and centralized. Review collected by and hosted on G2.com.

While Zoho Desk is powerful, some advanced features have a learning curve, especially when it comes to customization and automation. The API documentation and error messages could be clearer, which sometimes makes integrations and troubleshooting more time-consuming. Additionally, certain UI customizations and reporting options feel limited compared to more enterprise-focused tools. Review collected by and hosted on G2.com.

This is a very useful software and feature that can be used by small as well as large scale enterprises. Also the pricing is very reasonable. Review collected by and hosted on G2.com.

I feel Zoho desk is very good, just need to be mature and provide more extensive features and support, like somewhere we can reach out to very easily. Review collected by and hosted on G2.com.

The integrations with a wide range of services, both within and outside of Zoho's comprehensive suite, have helped us save time and improve the way we serve our customers. Additionally, customer support sometimes reaches out proactively to address any questions, and they demonstrate a strong understanding of the inner workings of Zoho Desk. Our team have not had any issue picking up Zoho Desk as it is very intuitive to use as our daily help system. Review collected by and hosted on G2.com.

Setting up your help desk can be daunting given the complexity of many software solutions. Advanced users might observe that some features are more limited than in other systems, especially when it comes to CRMs and the constraints on fieldsets. Nevertheless, even with these limitations, we have managed to resolve every issue we've encountered so far. Review collected by and hosted on G2.com.

Zoho's product suite is a transformative solution that has the potential to revolutionize business operations. Their comprehensive range of integrated applications is a game-changer, empowering organizations to streamline workflows, enhance productivity, and achieve their objectives with greater efficiency.

With Zoho, businesses can leverage a robust platform that supports their growth and success. The suite's seamless integration, customization options, and scalability make it an invaluable asset for companies seeking to optimize their processes and drive results.

I highly recommend Zoho to organizations seeking a trusted partner to support their digital transformation and growth initiatives Review collected by and hosted on G2.com.

I have found Zoho's product suite to offer robust functionality and capabilities, although it does present some challenges. Notably, some products exhibit a steeper learning curve, requiring additional training and acclimation to fully leverage their features. Furthermore, the pricing structure can be complex and may necessitate careful consideration to ensure alignment with organizational needs.

Notwithstanding these limitations, I believe the benefits of utilizing Zoho far outweigh the drawbacks. The platform's extensive range of integrated applications, customization options, and scalability make it an attractive solution for businesses seeking to streamline operations and enhance productivity. Overall, I would recommend Zoho to organizations seeking a comprehensive business management platform, provided they are willing to invest the time and resources necessary to fully realize its potential. Review collected by and hosted on G2.com.

This is a powerful and dependable help desk platform, offering outstanding features that meet our expectations.

Zoho Desk stands out for its user-friendly interface and intuitive features, making it an accessible help desk solution.

I am also impressed by how affordable Zoho Desk is for businesses of any size.

Its ticket and feedback management capabilities are truly remarkable.

Additionally, Zoho Desk is easy to implement, and their customer support team responds quickly. Review collected by and hosted on G2.com.

Zoho Desk features a text-heavy interface, which can make navigation challenging, particularly for those new to the platform. Additionally, when it comes to advanced customizations, Zoho Desk does have some limitations. Review collected by and hosted on G2.com.