Zoho Desk Reviews & Product Details

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.

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.

What stands out to me is how easy it is to use, thanks to its intuitive interface. I was able to set up an effective system within just a few days. It delivers a professional experience not only for the end user, but also for the technician and the customer. Review collected by and hosted on G2.com.

I would like to see improved HTML controls on the knowledge base side of the system. At times, it can be a bit quirky when I'm trying to set up more complex or detailed articles. Review collected by and hosted on G2.com.

It is a highly customizable tool that easily adapts to the specific needs of the company. In just a few hours, we managed to configure everything necessary to start using it. We were able to establish synchronization with Google contacts, a fundamental function for us, simply by following the instructions in the help documentation. Additionally, when we requested assistance for a specific issue, the response was very quick and effective. Unlike other user support products we have used, Zoho Desk offers a fast and intuitive interface, which really motivates us to use it. Review collected by and hosted on G2.com.

So far, the only limitation we have found to fully adapt the tool is that it is not possible to modify the order in which the types of contact channels are displayed. It's just a detail, and perhaps, if we consult with Support, they might offer us an alternative solution. Review collected by and hosted on G2.com.

Zoho Desk seems to be a fine solution for basic ticketing needs. I am consulting one of my customers to check how to implement it on his process , and the tools is:

- Easily configured for basic layout. You can quickly onboard your list of customers and configure parameters like priorities and SLAs with ease.

- If you manage more customers and need specific SLAs for them, that is doable with further configuration that is doable for any administrator with basic research.

- The capabilities seems fine for the size of my customer for around 4000 tickets/month.

- Latency and Response time sees appropriate so far. Review collected by and hosted on G2.com.

- deploy it for a Product-support workflow is being difficult, as it lacks out-of-the-box asset module. A customized module should be created to associate tickets to assets.

- As my customer workflow requires field services, integration with the FSM module is needed. This is additional cost.

- Despite being an out of the box integration, to create a customer in Desk does not automatically create a mirror customer in the FSM module, which requires an automation to be created separately in Zoho Flow. Same way, another automation would be needed to map the assets in FSM with the customized asset module created in Desk.

-And despite being a very simple workflow job, it fails, and Zoho Support has been really slow responding and identifying where the issue is. (That is the reason I need to stretch my evaluation time).

- If you have SLAs that depends on variables different that the exact time ticket duration (Like to factor the time that the location being supported is closed) a lot of logic should be added, which would require development or professional services, increasing deployment time and cost.

As a summary, it is showing that is not so easy to deploy from something beyond basic ticketing and SLA calculation based on the ticket timer. Review collected by and hosted on G2.com.

Zoho Desk features a user-friendly interface, making navigation straightforward for both agents and customers. Its automation tools, including workflow rules, SLAs, and ticket assignment, help minimize manual work and contribute to quicker resolution times. Review collected by and hosted on G2.com.

While the reporting customization is somewhat limited, it's also worth noting that certain advanced features are only available in higher-tier plans. This can lead to increased costs for teams that are expanding and need access to more robust functionality. Review collected by and hosted on G2.com.

Zoho Desk gives us a central place to manage all client queries for our compliance business. Tickets are easy to track from first contact to resolution, and I like that all emails and notes sit together on the ticket. The interface is clean and intuitive once you know where things are, and automation rules and templates save a lot of time on repetitive responses. The integration with other Zoho apps (especially CRM) is a big plus, because we can see customer information and support history in one ecosystem. Review collected by and hosted on G2.com.

Some of the configuration can be confusing at first, especially around user roles, permissions and the difference between regular users and team users. It took us a bit of trial and error (and reading documentation) to understand what each licence type is allowed to do, for example sending emails and owning certain records. I would also like a simpler, more guided setup for small teams who don’t have a dedicated IT person. Review collected by and hosted on G2.com.

The Knowledge Base, Ticketing System, Ease of Navigation and Setup Review collected by and hosted on G2.com.

Token creation process and API documentation is not self explanatory Review collected by and hosted on G2.com.

It does its core job well. Once we got the basics set up, we spent less time replying to customer emails and our support workflow felt more organized. Ticket routing and the general “single inbox for support” approach helped us streamline responses and keep conversations in one place.

Performance and reliability were solid during the trial. We didn’t hit outages and the system felt responsive. Review collected by and hosted on G2.com.

Setup and configuration took more effort than expected. We could make it work, but it wasn’t straightforward to get it working exactly the way we wanted.

Email templates: There are lots of predefined templates, but we found many simple, practical templates missing and had to build them from scratch.

Text editor: Felt glitchy and occasionally unpredictable while composing or editing replies.

Subject line control: Editing the email subject line was not easy or obvious, which made certain workflows (like clarifying or standardizing subjects) clunky.

Ticket updates: Changing key ticket details after the fact (for example, correcting the customer on a ticket) was harder than it should be.

Spam handling: We couldn’t find a way to configure our own spam rules. Maybe it’s available, but it appears tied to a higher-priced plan.

UI/UX: Not terrible, but not intuitive. There are a lot of details and options scattered around, which often obscured the main picture and slowed us down.

Trial length: 15 days felt too short. We barely scratched the surface—probably used a quarter of the features—before the trial ended.

Pricing tiers: The feature matrix gave us the impression that a few small yet important capabilities live only in the most expensive plan. Our ideal would be the entry plan plus a couple of add‑ons, but that doesn’t seem possible. Review collected by and hosted on G2.com.