--- title: Zoho Desk Reviews meta_title: 'Zoho Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7840 reviews by the users' company size, role or industry to find out how Zoho Desk works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 7840 scale: '5' date_modified: '2026-08-13' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Zoho Desk Reviews **Vendor:** Zoho **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,840 ## About Zoho Desk Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses. ## Zoho Desk Pros & Cons **What users like:** - Users praise the **intuitive and user-friendly interface** of Zoho Desk, enhancing ticket management and customer communication seamlessly. (710 reviews) - Users appreciate the **intuitive interface and automation features** of Zoho Desk, enhancing support operations and team performance. (517 reviews) - Users highly value the **efficient ticket management** of Zoho Desk, noting its seamless operation and valuable automation features. (377 reviews) - Users appreciate the **seamless integrations** in Zoho Desk, enhancing collaboration and streamlining customer interaction management. (360 reviews) - Users love the **intuitive interface** of Zoho Desk, making ticket management and communication seamless and efficient. (343 reviews) - Users value the **intuitive interface and easy setup** of Zoho Desk, enhancing their overall customer support experience. (318 reviews) - Efficiency (277 reviews) - User Interface (272 reviews) - Easy Setup (265 reviews) - Customer Support (263 reviews) **What users dislike:** - Users face a **difficult learning curve** with Zoho Desk due to an inconsistent UI and complex reporting processes. (329 reviews) - Users face a **steep learning curve** with Zoho Desk due to inconsistent UI and complex customization processes. (233 reviews) - Users find **limited customization** challenging, as it complicates maintenance and onboarding in Zoho Desk. (196 reviews) - Users find the **complexity of advanced features** in Zoho Desk can be frustrating and time-consuming to navigate. (191 reviews) - Users find Zoho Desk's **non-intuitive interface** challenging, making navigation and functionality harder to grasp. (181 reviews) - Users find the **missing features** in Zoho Desk limit customization and real-time updates, affecting efficiency. (171 reviews) - Users express frustration with the **limited features** in Zoho Desk, especially in the free and lower-tier accounts. (165 reviews) - Integration Issues (136 reviews) - Limitations (116 reviews) - Expensive (112 reviews) ## Zoho Desk Reviews ### 1. Powerful Automation and Smooth Zoho Integration for Unified Support Workflows **Rating:** 3.0/5.0 stars **Reviewed by:** Rodrigo O. | Customer Service Quality Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Zoho Desk?** I really like his strong automation that helps my team with workflow and SLA, and with data analysis of the business. Also, the integration between Emails, chats, and phone feels like a unified system and no something they just glue together, that make the performance of multiple teams easier to perform and track. Also the metrics we take from the sisteam is something we can really use and help us give support to our teams on workload. Finally the integration of Zoho to the teams was really smooth. Zoho assigned a team to help us get in, that, plus the easy to understand user intarface was really easy integration **What do you dislike about Zoho Desk?** Some more complex automation would be great **What problems is Zoho Desk solving and how is that benefiting you?** It helps alot with worflow and assigning the work to the correct teams **Official Response from Theo Zoho Desk:** > Hello Rodrigo, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 2. Zoho Desk - versatile communications platform **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2026 **What do you like best about Zoho Desk?** Team is able to see tickets for other teammates so that inboxes can easily be managed in someone’s absence. It’s also very easy to reassign tickets to other departments and teammates **What do you dislike about Zoho Desk?** New message or new replies received don’t have desktop notifications **What problems is Zoho Desk solving and how is that benefiting you?** Zoho desk allows for easy out of office coverage by allowing all teammates to view cases for whomever they choose. Time sensitive tickets are easy to reassign to proper department or individual teammate who is assigned to a client. The ability to respond on behalf of another teammate is a neat feature and certainly helps alleviate confusion on the client side of who they should primarily be communicating with. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly let us know whether you are referring to chat channel replies or IM channel replies or emails. You can drop an email to support@zohodesk.com with more details. Regards - Theo | Zoho Desk ### 3. Helpful Help Center, but Pricing NeOutdated or Clunky Interfaceeds Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Warehousing | Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2026 **What do you like best about Zoho Desk?** The help center is very helpful and covers many aspects. **What do you dislike about Zoho Desk?** The most common dislikes users report about Zoho Desk tend to fall into a few clear categories: UI issues, limited customization, performance concerns, gaps in support, and pricing frustrations. These themes appear repeatedly across reviews on G2, Capterra, PeerSpot, Gartner, and Tidio. **What problems is Zoho Desk solving and how is that benefiting you?** Because Zoho Desk is feature-rich, it can take users some time to learn and configure properly. **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing this observation. We understand that common feedback is around UI experience, customization, performance, support responsiveness, and pricing. We'll forward the concerns with our product team for review. Regards - Theo | Zoho Desk ### 4. Solid Ticketing, But Integrations and Zia AI Need Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Zoho Desk?** We’ve used Desk for many years, and it has been a great “off-the-shelf” yet customisable support ticketing system. The UI is fairly easy to use, and it’s also cost-effective. On the occasions we’ve needed to contact Support, they’ve been attentive and helpful. Overall, it performs well and provides a solid suite of tools for both support and analytics. **What do you dislike about Zoho Desk?** Its integrations with other systems have been a bit of a letdown. We’ve run into issues with it pulling information from Zoho CRM, and we’ve had to rely on more custom integrations via Zapier to get the right notifications. We’ve also struggled with the Zia AI element, which seems to lag behind the quality of other AI engines. **What problems is Zoho Desk solving and how is that benefiting you?** Support ticketing and overall support analytics. **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We understand that you faced challenges with integrations, especially while pulling information from Zoho CRM, setting up the required notifications through Zapier, and using Zia AI. To review this better, could you please share the specific CRM data that was not getting pulled into Zoho Desk, the notification workflow you had to configure through Zapier, and the expected behavior you were trying to achieve? For Zia AI, please share the specific feature or use case where the output did not meet your expectations, such as ticket suggestions, sentiment, reply assistance, or predictions. You can drop an email to support@zohodesk.com. These details will help us validate the integration gaps, check whether there are existing configuration options. Regards - Theo | Zoho Desk. ### 5. Strong Ticketing and KB Potential - a strong alternative to Freshdesk **Rating:** 3.0/5.0 stars **Reviewed by:** Henrik H. | Head of Product, Small-Business (50 or fewer emp.) **Reviewed Date:** June 05, 2026 **What do you like best about Zoho Desk?** Ability to send/reply to support tickets. Potentially also setup KBs for our customers. **What do you dislike about Zoho Desk?** Interface looks quite outdated. Needs a facelift, if you ask med. A bit difficult to navigate. We came from freshdesk, which appears a lot more simple and intuitive, but pricing was becoming insane. **What problems is Zoho Desk solving and how is that benefiting you?** One small team can reply to support tickets. For future cases, it can easily scale to a larger team. **Official Response from Theo Zoho Desk:** > Hello Henrik, Thank you for sharing your honest feedback. We understand that you feel the interface it bit outdated and less simple to navigate, especially when compared with other platforms. We appreciate you highlighting this, and we’ll share your concerns with our product team for review as part of improving the overall UI and navigation experience. If there are any specific screens or workflows where navigation felt difficult, please feel free to share those details with us. It will help us pass along more precise feedback for evaluation. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk. ### 6. Solid Ticketing Software, But Too Pricey for Startups **Rating:** 2.5/5.0 stars **Reviewed by:** Macan . | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 19, 2026 **What do you like best about Zoho Desk?** It’s a solid, reliable ticketing software with plenty of features and customization options. **What do you dislike about Zoho Desk?** The pricing feels high, especially for a startup. **What problems is Zoho Desk solving and how is that benefiting you?** It has helped us communicate with customers more effectively and manage their issues in a better, more organized way. **Official Response from Theo Zoho Desk:** > Hello Macan, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 7. Easy Service Requests, but Customisation Still Feels Too Technical **Rating:** 2.5/5.0 stars **Reviewed by:** Elegant W. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2026 **What do you like best about Zoho Desk?** Simple and easy to use for the service requests **What do you dislike about Zoho Desk?** Customisation is a little complex and require some technical skills. **What problems is Zoho Desk solving and how is that benefiting you?** Monitoring services request and tracking the progress **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We understand that some customization options may feel complex and may require technical knowledge depending on the requirement. Could you please share which customization areas felt difficult, such as layouts, custom fields, workflows, automations, templates, reports, or integrations? This will help us understand whether the concern is related to configuration steps, documentation, technical setup, or product usability, and we’ll review it further. Regards - Theo | Zoho Desk ### 8. Great for Organizing Client Tickets, Though the Interface Feels Plain **Rating:** 3.0/5.0 stars **Reviewed by:** Jyothin B. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Zoho Desk?** I was able to segregate my clients, allocate their tickets, and then mark each ticket’s status. It helped ensure our emails were cleared and made it easy to identify any pending tickets. **What do you dislike about Zoho Desk?** The view feels very plain. Marking a ticket as completed is confusing at first, but after a little time I got the hang of it. **What problems is Zoho Desk solving and how is that benefiting you?** I was able to differentiate my tickets and resolve them with ease. **Official Response from Theo Zoho Desk:** > Hello Jyothin, Thank you for sharing your feedback. We understand that the ticket view feels very plain, and marking a ticket as completed was confusing during the initial usage. Could you please share what made the completion process unclear at first? For example, whether it was the status name, button placement, workflow transition, or the steps required to close/complete the ticket. This will help us understand the exact usability gap and share more specific feedback with the product team. Regards - Theo | Zoho Desk ### 9. Trial Period Too Short to Judge, Though Zoho Suite Integration Is Promising **Rating:** 2.5/5.0 stars **Reviewed by:** Jason G. | Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zoho Desk?** I like that it integrates with other apps in the Zoho suite, especially as a starting point in our processes. **What do you dislike about Zoho Desk?** I haven’t used it long enough yet during the trial period to really comment or notice much. **What problems is Zoho Desk solving and how is that benefiting you?** I haven’t used it long enough yet during the trial period to really comment or notice much. **Official Response from Theo Zoho Desk:** > Hello Jason, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 10. Good design and affordable prices, but the editing needs to improve **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Farming | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about Zoho Desk?** Honestly, I like the design they have, although I think it could be more intuitive and easier to use. On the other hand, the prices they offer seem affordable to me, and I would like to receive an extension of my trial period to be able to implement it with the rest of the company's collaborators. **What do you dislike about Zoho Desk?** I had problems with editing the form for ticket submission, I wanted to implement a list and the changes weren't being saved. The solution was to make a list that would implement colors in all the lists. Besides, I feel that it's not so easy to understand if you're new to this ticket management system, little by little I'm learning about the system to be able to implement it in the company. **What problems is Zoho Desk solving and how is that benefiting you?** I haven't implemented it yet, I'm still configuring Zoho Desk, but I suppose it helps you have better management and understanding of your performance, both yours and in your area. **Official Response from Theo Zoho Desk:** > Hello there, We understand that you faced difficulty while editing the ticket submission form, especially when trying to add a list and save the changes. We’re glad to know you found a workaround by creating a list and applying colors across the lists. Since you also mentioned that the system can feel difficult to understand when getting started, we’d be happy to take a closer look and guide you better. Could you please drop an email to our support@zohodesk.com with more details, the field or list you were trying to edit, screenshots or a screen recording of the issue, and the steps you followed before the changes failed to save? Once we receive these details, we’ll check whether this is a configuration related behavior or something that needs further validation from our end. Regards - Theo | Zoho Desk ### 11. Easy Interface, But Setup and Integrations Feel Complex—and Performance Is Slow **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2026 **What do you like best about Zoho Desk?** It’s easy to use, and the interface is good. However, the free trial took too much effort to set up, and the integrations were very hard to understand. Performance also feels heavy and slow when it loads. **What do you dislike about Zoho Desk?** The website’s performance is very heavy, and it takes a long time to load on my network. The price was so expensive for business. **What problems is Zoho Desk solving and how is that benefiting you?** The customer support. **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We’re sorry to hear that the website feels heavy and takes a long time to load on your network. To troubleshoot this further, could you please share a few details such as the specific page/module that loads slowly, your browser and version, network type, approximate loading time, and whether the same issue occurs in a different browser or network? If possible, please also try clearing the browser cache, disabling extensions temporarily, and checking the behavior in an incognito/private window. If the issue still persists, please drop these details along with a screen recording or HAR file to support@zohodesk.com, and we’ll analyze it further from our end. Regards - Theo | Zoho Desk ### 12. Advanced Automation with a Steep Learning Curve **Rating:** 3.0/5.0 stars **Reviewed by:** Anurag C. | Wealth Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2026 **What do you like best about Zoho Desk?** I like Zoho Desk for its advanced automation features like workflows, rules, and macros which help reduce manual tasks and boost efficiency. I also appreciate the AI-powered features (Zia) that can categorize tickets, suggest responses, and detect sentiment, automating processes with predefined responses, follow-ups, and courses of action. **What do you dislike about Zoho Desk?** I don't like the learning curve and complexity of Zoho Desk. Because of its powerful features, new users can find the interface complex and harder to master, especially if you're new to help desk software. **What problems is Zoho Desk solving and how is that benefiting you?** I use Zoho Desk for centralizing customer interactions, managing tickets, and automating tasks. It helps provide access to all customer data in one place and advanced automation with AI features that categorize tickets and suggest actions, reducing manual tasks and boosting efficiency. **Official Response from Theo Zoho Desk:** > Hello Anurag, Thanks for sharing your feedback. We understand that the learning curve can feel steep for new users due to the platform’s depth and feature set. We are planning to include a setup wizard within the system to address the learning curve. To help us take this forward, please share the below details by sending an email to support@zohodesk.com. Which parts felt hardest to learn initially? Whether this was during setup, daily usage, or advanced configuration? This will help us highlight specific areas for simplification and improvements. Regards - Theo | Zoho Desk ### 13. Usable CRM, but API Limitations and Setup Issues Hold It Back **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2026 **What do you like best about Zoho Desk?** Usable CRM, Bigin seems better. Weird API limitation too on creating calls. **What do you dislike about Zoho Desk?** API problems, obtuse call creation via API, had issues setting up the environment itself. **What problems is Zoho Desk solving and how is that benefiting you?** I use it to set up a softphone integration, the clients solve problems with it. **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We’d like to understand the API concerns in more detail. Could you please share which API you were using for call creation, the request payload/endpoint, and what felt unclear or difficult in the process? Also, regarding the environment setup, please share whether the issue was related to authentication, OAuth/connection setup, API scopes, sandbox/test environment, documentation, or sample code. These details will help us validate whether the concern is related to API behavior, documentation clarity, setup steps, or any limitation that needs further review. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk. ### 14. Jip **Rating:** 2.5/5.0 stars **Reviewed by:** Charl F. | Senior Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Zoho Desk?** the amount they bother ou as soon as you sign up **What do you dislike about Zoho Desk?** that they dont bother you at all daily..... to sell something to you.... hmmmmm not at all..... **What problems is Zoho Desk solving and how is that benefiting you?** ticketing system **Official Response from Theo Zoho Desk:** > Hello Charl, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 15. Powerful Support Platform, but the Learning Curve and Settings Need Work **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** March 12, 2026 **What do you like best about Zoho Desk?** I like Zoho Desk because it provides a centralized platform to manage customer support efficiently. The ticketing system, automation features, and multi-channel support make it easy to track, prioritize, and resolve customer issues quickly. The interface is intuitive and it integrates well with other Zoho applications. **What do you dislike about Zoho Desk?** The platform has many powerful features, but the learning curve can be slightly steep for new users. Some areas of the interface and settings could be more intuitive. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps streamline customer support by organizing all customer queries into a structured ticketing system. It allows us to track issues, prioritize requests, and respond faster across multiple channels like email, chat, and social media. This improves our response time, keeps communication organized, and helps deliver better customer service. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We are planning to include a setup wizard to address the initial learning curve. Regarding the concerns with the UI, kindly drop an email to support@zohodesk.com with more details. Regards - Theo | Zoho Desk ### 16. Easy to Use and Fast, Though It Takes Time to Get Used To **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2026 **What do you like best about Zoho Desk?** customisation, ease of use,, pricing, speed and support **What do you dislike about Zoho Desk?** complex to get used to initially (compared to other help desk we have used) **What problems is Zoho Desk solving and how is that benefiting you?** customers emailing in with issues about orders **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. You can drop an email to support@zohodesk.com with more details on which features and configuration felt complex. So we can review and address them accordingly. Regards - Theo | Zoho Desk ### 17. Great Value and Free Trial, Meets My Needs **Rating:** 3.0/5.0 stars **Reviewed by:** Gunjan B. | Cofounder, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Zoho Desk?** The free trial option allows us to explore many benefits before we do an commitment. Even after that the features they provide at this price point is great! **What do you dislike about Zoho Desk?** No such, the plan I am in is sufficient for me. **What problems is Zoho Desk solving and how is that benefiting you?** We had problem finding best product that supports live chat, ticketing, kknowledgebase and unified inbox all in one at a very affordable price, we had to search a lot to find Zoho and I am loving it. **Official Response from Theo Zoho Desk:** > Hello Gunjan, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 18. Impressive Automation and Plenty of Possibilities **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Wireless | Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2026 **What do you like best about Zoho Desk?** Solves the problem of help desk systems and automation **What do you dislike about Zoho Desk?** It is not possible to purchase additional functionality for different subscriptions. **What problems is Zoho Desk solving and how is that benefiting you?** Solves the problem of help desk systems and automatio. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to sales@zohocorp.com with your purchase inquiries in detail. We'll check and assist further. Regards - Theo | Zoho Desk ### 19. Great Features, but Documentation Needs Major Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2026 **What do you like best about Zoho Desk?** Works well out of the box. Lots of features and connectivity with other zoho platforms. Performs quickly over web. UI is also smooth. **What do you dislike about Zoho Desk?** The documentations are not good enough. Zoho will make changes and it will be very difficult to adapt to. **What problems is Zoho Desk solving and how is that benefiting you?** I am now well connected with my customers. It's like a one stop solution. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 20. Integration Works, but the Experience Feels Incomplete **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Zoho Desk?** I’m able to integrate ZohoDesk with a third-party app using Zoho MCP. **What do you dislike about Zoho Desk?** The SLA editor in the free version lets me edit the response due time, but it doesn’t allow me to save the changes. I think it shouldn’t be editable if saving isn’t available. **What problems is Zoho Desk solving and how is that benefiting you?** It helps solve problems with client communication by making it easier to stay in touch and keep conversations clear. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Could you please confirm whether you are testing in the free edition after the trial expiry or using any one of the free trial edition? So we can replicate the issue and validate the existing behavior. You can drop an email to support@zohodesk.com with the portal details. Regards - Theo | Zoho Desk ### 21. Useful Features, Interface to Improve **Rating:** 3.0/5.0 stars **Reviewed by:** SAV I. **Reviewed Date:** November 02, 2025 **What do you like best about Zoho Desk?** I appreciate the customer conversation management feature that Zoho Desk offers, particularly the ability to manage interactions via tickets. What is especially useful is the automatic sending of ticket numbers directly to customers, which improves communication and organization in tracking requests. This facilitates the use of customer service and enhances efficiency in supporting customers. **What do you dislike about Zoho Desk?** I find that setting up Zoho Desk is difficult for a novice. There are many settings to configure and many complicated things, with little help to achieve it. The user interface is too cluttered and presents too much information, making it difficult to navigate. I can't always find my way easily in the interface. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps me manage customer conversations through tickets, thus simplifying usage for customer service. **Official Response from Theo Zoho Desk:** > Hello Sav, Thanks for sharing your feedback. We'll forward the concerns regarding the UI with our product team. Also, we are planning to include a setup wizard within the system to address the initial learning curve. Regards - Theo | Zoho Desk ### 22. Great Value and Support, but Limited Integrations and a Tricky Setup **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 01, 2026 **What do you like best about Zoho Desk?** Great price - quality ratio. We even got contacted during our trial period for free support. **What do you dislike about Zoho Desk?** Not that many integrations compared to other ticketing systems. Sometimes setup is difficult / not that intuitive **What problems is Zoho Desk solving and how is that benefiting you?** Managing customer support tickets **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We understand your concern regarding the availability of integrations and the setup experience. Could you please confirm whether you have already checked the Zoho Marketplace for the integration you are looking for? Also, it would be helpful if you could share the specific tools or platforms you expected to integrate with Zoho Desk, along with the workflow you are trying to achieve. For the setup difficulty, please let us know which integration or configuration step felt unclear. Based on those details, we can check the available options, guide you with the setup, or share the feedback with our product team. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 23. Affordable Pricing, But Outdated Interface and Support **Rating:** 2.5/5.0 stars **Reviewed by:** magnus H. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Zoho Desk?** cheapest ticket system avalible i guess their mobile app has some ease of use **What do you dislike about Zoho Desk?** old school interface. boring color scheme feels very old, support is very by the book. would rather speak with AI. as they can only refer to guides indstead of just doing what im asking them too.whole interface is rather annoying creating a ticket is diffifcult and time consuming, their support feels very outsourced honestly cant recommend every setting seems hidden. havent had time to go trough the settings. would be easier if could change stuff like my signature on the fly. have standard replys. you should aim to be more like zendesk or atera **What problems is Zoho Desk solving and how is that benefiting you?** very few, just gives a better overview of out support mailbox **Official Response from Theo Zoho Desk:** > Hello Magnus, Thanks for sharing your feedback. We'll forward your concern to our product team regarding the UI and color themes. I understand that your experience with the support doesn't met your needs and not able to get assistance. Kindly drop an email to support@zohodesk.com with your availability, we'll schedule a call or meeting and assist you accordingly. Regards - Theo | Zoho Desk ### 24. Comprehensive Solution, but Navigation Can Be Confusing **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2026 **What do you like best about Zoho Desk?** I think it’s a very comprehensive solution overall. **What do you dislike about Zoho Desk?** It is a little confusing to navigate at times **What problems is Zoho Desk solving and how is that benefiting you?** I am managing the helpdesk of a small business, so it helps me organize and track issues **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 25. Too little time for evaluation — program configuration is still ongoing **Rating:** 2.5/5.0 stars **Reviewed by:** Marcin T. | General Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2026 **What do you like best about Zoho Desk?** I didn't have enough time to familiarize myself with the functionality. I'm just trying to configure the program myself. **What do you dislike about Zoho Desk?** as in the previous question, keep testing the program **What problems is Zoho Desk solving and how is that benefiting you?** BOK, communication between BOK clients and the warehouse **Official Response from Theo Zoho Desk:** > Hello Marcin, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 26. System Support Management Solution **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 24, 2026 **What do you like best about Zoho Desk?** The jira integration and versatility of the software. **What do you dislike about Zoho Desk?** Alerts and notifications are difficult to manage **What problems is Zoho Desk solving and how is that benefiting you?** Helps manage support tasks and ensure stakeholders receive updated on task progression. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with your alert and notification requirements. We'll check and assist you further. Regards - Theo | Zoho Desk ### 27. Above Average Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Maha A. | Operations Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2025 **What do you like best about Zoho Desk?** I like that it has a lot of features that we can really utilize to enhance our customer service department. I believe that the knowledge base is very informative and has enlightened us to ASAP feature where we are looking into the concept of implementing it. **What do you dislike about Zoho Desk?** I faced few challenges in some area where it needed external support in which Knowledge Base article did not entirely cover the how to. Technical support team took a lot of time to respond back and needed a lot of follow-ups. Now, our trial has ended, and we still did not get the answers we were looking for and we cannot determine whether we want to proceed with the integration. **What problems is Zoho Desk solving and how is that benefiting you?** It has helped us combine all social media platforms in one place and monitor our team's productivity and other metrics such as first contact resolution and service level agreement. Additionally, it enabled us to document and articulate our SOPs and knowledgebase for better access. **Official Response from Theo Zoho Desk:** > Hello Maha, Thanks for sharing your feedback. I understand that you couldn't get the answers for the queries raised via the support ticket, but the trial got expired. We'll help you with all the requested details and extend the trail period, kindly drop an email to support@zohodesk.com with the details as we couldn't find any support tickets based on the info shared. Regards - Theo | Zoho Desk ### 28. Simple Setup, but User Management and Chat Features Need to Be Clearer **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2026 **What do you like best about Zoho Desk?** Very simple to get started, but it takes getting used to using the system. **What do you dislike about Zoho Desk?** Not sure how to manage users, and finding the chat functions to update tickets is not obvious enough. **What problems is Zoho Desk solving and how is that benefiting you?** We like that a customer group can view all the tickets created by the customer group's users. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. If you are referring the user as agents > Go to Setup > Agents under User Management. In case of end-users, you can Go to Setup > Help Center under channels > Users. Regarding the chat configuration to update the tickets, kindly drop an email to support@zohodesk.com with the detailed requirement. Regards - Theo | Zoho Desk ### 29. Unclear Manual Ticket Escalation Makes It Hard to Move Issues Forward **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2026 **What do you like best about Zoho Desk?** We haven't had much time to try out the software **What do you dislike about Zoho Desk?** Its not clear how to manually escalate a ticket to the next level say if you don't know the answer. Lack of customization features of forms, all the fields are a preset size, I can't make fields larger or change the formatting to be easier to use **What problems is Zoho Desk solving and how is that benefiting you?** We need a support ticket solution **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to support@zohodesk.com with your requirements in detail regarding the customization and escalations. We'll check and help you further. Regards - Theo | Zoho Desk ### 30. Great Pricing and Integrations, but Navigation Takes Time to Learn **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about Zoho Desk?** Pricing, integrations, and performance are the main highlights. The UI is okay, but the UX can feel a bit difficult at the beginning. **What do you dislike about Zoho Desk?** The navigation isn’t very intuitive. At the beginning, it was hard to find the configuration I was looking for. **What problems is Zoho Desk solving and how is that benefiting you?** Having different flows and automations for different processes is the main benefit. **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We understand that the navigation didn't felt very intuitive at first, especially when trying to locate specific configuration options during the initial setup. Could you please share which configuration you were trying to find and where you expected it to be available? This will help us understand whether the difficulty is related to menu placement, naming, grouping, or overall navigation flow, and we’ll share the feedback with our product team for review. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 31. Easy to Use, but Lacks Builts-In Document Processing Tools **Rating:** 2.5/5.0 stars **Reviewed by:** atul d. | tech-writer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2026 **What do you like best about Zoho Desk?** It is simple to use with minimum learning curve **What do you dislike about Zoho Desk?** absense of document processing software such as MS-Office,OpenOffice, google docs **What problems is Zoho Desk solving and how is that benefiting you?** quick onboarding **Official Response from Theo Zoho Desk:** > Hello Atul, Thanks for sharing your feedback. The Zoho Desk is a ticketing system and contains In-Built editors for preparing KB articles module, sending email replies, comments. If you are looking for a professional editor for document preparation. We suggest using Zoho Writer and you can drop an email to support@zohodesk.com for further clarifications. Regards - Theo | Zoho Desk ### 32. Still in Trial—Pricing Looks Promising, Need More Time to Evaluate **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Zoho Desk?** Pricing mostly - I am still in trial phase **What do you dislike about Zoho Desk?** Not sure yet, did not use it enough yet. **What problems is Zoho Desk solving and how is that benefiting you?** I want a customer ticketing platform. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 33. Powerful automation is appealing, but the learning cost for setup is high. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 04, 2026 **What do you like best about Zoho Desk?** This is the automation feature of Zoho Desk. By utilizing workflows and macros, you can automate tasks such as ticket assignment, notifications, and status updates, which helps prevent missed responses and improves operational efficiency. Additionally, the ability to configure these settings without coding allows for flexible improvements tailored to your business needs, which is also an attractive feature. **What do you dislike about Zoho Desk?** While Zoho Desk is feature-rich, I find it a bit challenging due to the numerous configuration options, which take time to understand during the initial setup and to grasp the interrelation of each feature. The automation features, in particular, are convenient, but I felt the learning curve is steep until you understand what can be achieved with each function. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk centralizes the management of inquiries received from multiple channels such as email and phone, visualizes the status of responses, and ensures appropriate assignment to staff, thereby solving issues like missed responses and duplicate handling. Additionally, with automation features through workflows and macros, it helps streamline routine tasks and standardize response quality. As a result, it reduces the workload involved in handling inquiries, enabling the provision of faster and more stable support. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We suggest you drop an email to support@zohodesk.com with the detailed requirement and use cases. So we'll help you with the required configurations and get the expected setup. Regards - Theo | Zoho Desk ### 34. Good CRM Integration, But Missing Call Logging and IMAP Support **Rating:** 2.5/5.0 stars **Reviewed by:** Rubén T. | Product & Business representative, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2026 **What do you like best about Zoho Desk?** Integration with CRM and measure technical activities. **What do you dislike about Zoho Desk?** No phone call registration like with CRM app. No IMAP connection. Possibility to create an IA brain but still the feature is no mature enough **What problems is Zoho Desk solving and how is that benefiting you?** Customer claims **Official Response from Theo Zoho Desk:** > Hello Ruben, We have a telephony marketplace to connect the telephony services for the call channel in Zoho Desk. Also, we'll look into the feasibility of IMAP feature with our mail services integration. Regarding the AI requirement, kindly drop an email to support@zohodesk.com. We'll check and assist you further. Regards - Theo | Zoho Desk ### 35. My First Zoho Desk **Rating:** 2.5/5.0 stars **Reviewed by:** Nobuki T. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2025 **What do you like best about Zoho Desk?** This was my first time using such a tool, but it was relatively easy to understand. **What do you dislike about Zoho Desk?** I haven't found anything difficult to use yet. Because it's a general-purpose product, there are some poor translations, but I'm still able to understand it. **What problems is Zoho Desk solving and how is that benefiting you?** ZohoDesk allowed me to move from my existing Excel-based management system to cloud management, allowing me to share data with many employees. **Official Response from Theo Zoho Desk:** > Hello Nobuki, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 36. Need to Test SMTP First Before Committing **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2026 **What do you like best about Zoho Desk?** I am not sure. I want to try it out and check SMTP before taking the plunge. **What do you dislike about Zoho Desk?** I'm not sure yet; I'd like to try it out like SMTP. **What problems is Zoho Desk solving and how is that benefiting you?** I'm not sure. I want to check the SMTP server functions. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 37. A better option for Ticketing System **Rating:** 2.5/5.0 stars **Reviewed by:** nitin s. | Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 24, 2025 **What do you like best about Zoho Desk?** Easy to use dashbaord and advance hooks and features **What do you dislike about Zoho Desk?** Edition plan does not contains webhook functionality **What problems is Zoho Desk solving and how is that benefiting you?** I am using Zoho desk as a support system and it works perfectly fine what i looking for. **Official Response from Theo Zoho Desk:** > Hello Nitin, Thanks for sharing your feedback. Kindly let us know the specific edition you are referring to. We have the support for WebHook feature in the professional and Enterprise edition of Zoho Desk. Regards - Theo | Zoho Desk ### 38. Promising Features, but Needs Clearer Guidance for Setting Up Online Chat **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2026 **What do you like best about Zoho Desk?** I didn’t manage to try all the features yet **What do you dislike about Zoho Desk?** There is a lack of information on how to generate an online chat. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho automates the communication workflow; it’s beneficial for us because colleagues can see all the information in one ticket. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly let us know whether you are trying to configure a chat channel for your customers. You can drop an email to support@zohodesk.com with the requirement in detail. We'll check and assist you further. Regards - Theo | Zoho Desk ### 39. Overestimated available time so i did not get time to test is Zoho desk suitable for us or not **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Zoho Desk?** Overestimated available free time at christmas time so i did not get to know very well with free trial period, is Zoho desk suitable for us or not. So I cant answer to that right now. **What do you dislike about Zoho Desk?** Overestimated available free time at christmas time so i did not get to know very well with free trial period, is Zoho desk suitable for us or not. So I cant answer to that right now. **What problems is Zoho Desk solving and how is that benefiting you?** We are looking solution to get out of outlook to sort and handle professionally e-mail QA-s **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 40. Complicated to Use While I’m Still Weighing My Options **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Zoho Desk?** Not much at this point, still weighing options **What do you dislike about Zoho Desk?** Complicated to use for someone like me, interface looks old **What problems is Zoho Desk solving and how is that benefiting you?** support problems, ticketing and knowledgebase is what i need **Official Response from Theo Zoho Desk:** > Hello there, Thank you for sharing your feedback. We understand that the product can feel complicated to use at first, and that the interface felt outdated in some areas. We’d be happy to help you get more comfortable with the setup and day-to-day usage if you reach out to us. You can drop an Could you please share which specific screens felt difficult to use, and which parts of the UI looked outdated or less user-friendly? This will help us understand the concern better and review it with our product team. Regards - Theo | Zoho Desk ### 41. There is a great deal of potential once you get things going **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2026 **What do you like best about Zoho Desk?** It's gradually customizable, which is botha strength and a weakness **What do you dislike about Zoho Desk?** I wish it were more intuitive, maybe had a bit more AI to assist with customization **What problems is Zoho Desk solving and how is that benefiting you?** Streamling call work and creating order for calls **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly drop an email to sup[ort@zohodesk.com with the AI features and customizations you would like to get in Zoho Desk. Regards - Theo | Zoho Desk ### 42. Easy UI and Setup, but Hard to Judge While Still in Trial **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2026 **What do you like best about Zoho Desk?** User Interface and Setup. Quite easy to handle. **What do you dislike about Zoho Desk?** I am still in trial mode. SO cant really what I dislike. **What problems is Zoho Desk solving and how is that benefiting you?** Internal Issue Management between field, production and business managers. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 43. I am still evaluating Zoho. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** January 14, 2026 **What do you like best about Zoho Desk?** I am still evaluating Zoho. When i finish i will edit the review. **What do you dislike about Zoho Desk?** The character limitation in the option list when setting Guided Conversation. **What problems is Zoho Desk solving and how is that benefiting you?** I am still evaluating Zoho. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Kindly share more details regarding the specific block and character limitation in the GC block, by sending an email to support@zohodesk.com. Regards - Theo | Zoho Desk ### 44. Webhook Access Is Great, but Too Many Buttons **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Zoho Desk?** Connecting through a webhook lets me access it through my platform. **What do you dislike about Zoho Desk?** Everything seems good overall; there are just a few too many buttons. **What problems is Zoho Desk solving and how is that benefiting you?** about ticket responses **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 45. Zoho Assist **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Zoho Desk?** It allows customers to see progress on their tickets **What do you dislike about Zoho Desk?** It doesn't merge tickets by itsself when corresponding via email. **What problems is Zoho Desk solving and how is that benefiting you?** Ticket software **Official Response from Micheal Jeshua Aswin:** > Hi, there. Glad to know you like the ticket process. Should you have any issues with the ticket duplication, hit us up at support@zohodesk.com. Regards - Ash | Zoho Desk ### 46. Great Messaging Integrations, But the Cost Adds Up **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2026 **What do you like best about Zoho Desk?** Instant messaging and WhatsApp and WeChat integration **What do you dislike about Zoho Desk?** Cost is relatively high to get all the features I need **What problems is Zoho Desk solving and how is that benefiting you?** providing 1 channel for all incoming supportrequests **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 47. Comprehensive dashboards, but getting started is hindered by the initial setup **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** February 24, 2026 **What do you like best about Zoho Desk?** The dashboards are very comprehensive and the configuration can be pushed to the max. **What do you dislike about Zoho Desk?** A lot of initial setup is necessary, making it difficult to get started. **What problems is Zoho Desk solving and how is that benefiting you?** Manage the customer service **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We suggest you reach our support team via support@zohodesk.com. We'll help you with the initial setup and configuration. Regards - Theo | Zoho Desk. ### 48. Great UI, But Navigation Needs Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2025 **What do you like best about Zoho Desk?** UI is simple and nice, still need review on this product to decide if we are going to deploy for our team. **What do you dislike about Zoho Desk?** has lot of features, but hard to navigate **What problems is Zoho Desk solving and how is that benefiting you?** keeping tasks tracked. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We are planning to provide an inbuilt setup wizard to address the initial learning curve and address the concerns with basic configurations and navigation. Regards - Theo | Zoho Desk ### 49. One must seek information personally **Rating:** 2.5/5.0 stars **Reviewed by:** Luigi T. | Gerente de TI, Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Zoho Desk?** Zoho is a good application, but I wasn't lucky enough to have good pre-sales service. **What do you dislike about Zoho Desk?** Customer service is very bad. Curt and cold. It doesn't provide guidance. **What problems is Zoho Desk solving and how is that benefiting you?** The management of tickets and their support channels. **Official Response from Theo Zoho Desk:** > Hello Luigi, Thanks for sharing your feedback. We understand that you are not satisfied with the pre-sales service and couldn't get appropriate assistance. Kindly share your requirement and previous case details by sending an email to support@zohodesk.com. We'll check and assist you further. Regards - Theo | Zoho Desk. ### 50. It Seems Promising, I Hope to Try It Soon **Rating:** 3.0/5.0 stars **Reviewed by:** Rafael Luiz D. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2025 **What do you like best about Zoho Desk?** I like it because it seems promising, although I haven't had the chance to try it yet. **What do you dislike about Zoho Desk?** I still haven't had the chance to use it, I keep trying to do so. **What problems is Zoho Desk solving and how is that benefiting you?** I don't have a problem in principle **Official Response from Theo Zoho Desk:** > Hello Rafael, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. 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[Zoho Forms](https://www.g2.com/products/zoho-forms/reviews) - [Zoho FSM](https://www.g2.com/products/zoho-fsm/reviews) - [Zoho Invoice](https://www.g2.com/products/zoho-invoice/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) - [Zoho People](https://www.g2.com/products/zoho-people/reviews) - [Zoho Projects](https://www.g2.com/products/zoho-projects/reviews) - [Zoho SalesIQ](https://www.g2.com/products/zoho-salesiq/reviews) - [Zoho Social](https://www.g2.com/products/zoho-social/reviews) - [Zoho Sprints](https://www.g2.com/products/zoho-sprints/reviews) - [Zoho Survey](https://www.g2.com/products/zoho-survey/reviews) - [Zoho Voice](https://www.g2.com/products/zoho-voice/reviews) - [Zoho WorkDrive](https://www.g2.com/products/zoho-workdrive/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## Zoho Desk Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication - Multi-Channel Communication **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Google Workspace for Sales** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Zoho Desk Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,971 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,451 reviews)