--- title: Zoho Desk Reviews meta_title: 'Zoho Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7839 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: 7839 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:** 7,839 ## 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. Sluggish UI, Limited Reporting, and Slow Support Hold This Tool Back **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Alternative Dispute Resolution | Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Zoho Desk?** What I like best is how everything lives in one place. The multichannel ticketing pulls email, chat, and web forms into a single view, so nothing slips through. Setting up automations and SLA rules took me an afternoon, not a week. Zia (the AI) flags ticket sentiment and suggests replies, which actually saves time on the repetitive stuff. And since we already run other Zoho apps, the integration with CRM was basically zero effort. For the price, hard to beat — the value is what keeps us on it. **What do you dislike about Zoho Desk?** The interface can feel sluggish, especially when you've got a lot of tickets open — pages take a second longer to load than they should. The reporting is decent but not deep; building custom reports gets fiddly and I've hit walls where the data I wanted just wasn't exportable the way I needed. Zia is hit or miss — sometimes the suggestions are off enough that I ignore them. And support for Zoho itself can be slow when you actually need help. The learning curve on the automation side is also steeper than the marketing makes it look. Nothing dealbreaking, but rough edges add up. **What problems is Zoho Desk solving and how is that benefiting you?** Before Zoho Desk our support was scattered across inboxes and nobody knew who was handling what. Tickets got dropped, replies got duplicated, and we had no idea how long things actually took. Now everything funnels into one queue with clear ownership, so nothing falls through the cracks. SLA tracking means we actually hit response times instead of guessing. The automations handle routing and follow-ups that used to eat hours of manual work each week. And the reporting, even with its limits, finally gives us visibility into volume and bottlenecks, so we can staff and prioritize based on real numbers instead of gut feel. Net result: faster responses, less chaos, and a team that isn't drowning in email. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. To validate this further, could you please drop an email to support@zohodesk.com with more information on the below points? -> You can share the specific pages or modules where you noticed slowness, the approximate loading time, and whether it happens when multiple ticket tabs are open or even during normal usage. -> For reporting, you can share the report type, the data/export format you were expecting, and where you felt the customization or export options were limited. -> For Zia, you can share a few examples where the suggestions were inaccurate or not useful, along with the feature used, such as reply suggestions, sentiment, predictions, or summary. -> For automation, you can share the rule or workflow use case that felt difficult to configure. If there were any previous support delays, kindly include the ticket/case IDs as well so we can review them from our end. Regards - Theo | Zoho Desk ### 2. Slow, Unhelpful Support and Outdated Docs Made Onboarding Hard **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 01, 2026 **What do you like best about Zoho Desk?** Overall the software is easy to look at and customize, and it is very price efficient compared to other alternatives. **What do you dislike about Zoho Desk?** Support took a very long time to respond to requests and questions, and when they did gave wrong or unhelpful answers. Their help documentation is frequently old and out dated. Made our onboarding alot harder then it needed to be. Lacks integration of other competitors. **What problems is Zoho Desk solving and how is that benefiting you?** It is helping us to answer relatively small volume of support tickets at an efficient cost. **Official Response from Theo Zoho Desk:** > Hello there, We’re sorry to hear that your onboarding experience was affected by delayed responses, incorrect or unhelpful answers, and outdated documentation. This is not the experience we want you to have, and we’d like to review this properly. Could you please drop an email to support@zohodesk.com with the relevant case/ticket details where the responses were delayed or incorrect? We’ll analyze them internally and take the necessary steps to ensure this does not happen again. Also, if you could share the specific help documentation links that appeared outdated, we’ll have them reviewed and corrected by the product team. Regarding the integrations you felt were missing compared to other platforms, please share the list of tools or competitors’ integrations you were expecting. Regards - Theo | Zoho Desk ### 3. Zoho desk user review **Rating:** 1.5/5.0 stars **Reviewed by:** Sohan J. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 01, 2025 **What do you like best about Zoho Desk?** Was not able to use it at all due to pesisiting issues **What do you dislike about Zoho Desk?** Integrations with other application can be improvised **What problems is Zoho Desk solving and how is that benefiting you?** If at all I am able to use it, it will help me resolve customer problems faster. **Official Response from Theo Zoho Desk:** > Hello Sohan, Thanks for sharing your feedback. Kindly share the integration details by sending an email to support@zohodesk.com which you would like to improvise or enhance. We'll check and update you accordingly. Regards - Theo | Zoho Desk. ### 4. Zoho Desk Review **Rating:** 1.5/5.0 stars **Reviewed by:** Mwile Isaac M. | Support Team Lead, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2025 **What do you like best about Zoho Desk?** What we liked best about Zoho Desk was how it helped our team stay organized when managing customer inquiries and booking requests. The ticketing system made it easy to assign queries to the right consultant, track progress, and ensure nothing slipped through the cracks. For a travel business where timing and accuracy are critical, having that structure was helpful. The ability to automate certain tasks and monitor response times also supported our team in delivering a more consistent customer experience. **What do you dislike about Zoho Desk?** What we disliked about Zoho Desk was that it sometimes felt too rigid for the fast-paced and dynamic nature of our travel business. While the ticketing system was structured, it often lacked the flexibility needed for real-time collaboration between consultants—especially when handling urgent booking changes or complex itineraries. Internal communication around tickets wasn’t always seamless, and toggling between tools to get context or share updates slowed us down. We also found the interface a bit clunky at times, which made onboarding new team members more challenging than expected. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helped us solve the problem of managing high volumes of customer inquiries and booking requests in an organized way. It gave our team a centralized system to track, prioritize, and respond to queries efficiently. This was especially beneficial during peak travel seasons, as it allowed us to maintain service levels and ensure no request was missed. The ability to assign tickets, set SLAs, and automate follow-ups improved accountability and helped our consultants focus on delivering a smooth booking experience for our clients. ### 5. Haven't Used Yet—Looking Forward to Sharing My Experience **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Zoho Desk?** I haven't used it yet, but I'll try it out first and share my feedback afterward. **What do you dislike about Zoho Desk?** I haven't used it yet, but I'll try it out first and share my feedback afterward. **What problems is Zoho Desk solving and how is that benefiting you?** I haven't used it yet, but I'll try it out first and share my feedback afterward. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 6. Medium **Rating:** 1.5/5.0 stars **Reviewed by:** Martin L. | Chef de projet IT, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Zoho Desk?** Economical compared to other solutions on the market **What do you dislike about Zoho Desk?** Less ergonomic than other solutions on the market **What problems is Zoho Desk solving and how is that benefiting you?** I wanted to test Zoho as part of our search for a customer service ticketing tool. **Official Response from Theo Zoho Desk:** > Hello Martin, Thanks for sharing your feedback. Kindly request you share more details in brief by sending an email to support@zohodesk.com. We'll check and make the required changes to optimize the system. Regards - Theo | Zoho Desk ### 7. Functional but poor user interface **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2024 **What do you like best about Zoho Desk?** I like Zoho Desk for the features and functions that are available. It allows you to customize SLAs, how tickets should be routed, what views different users should get to see and even the full history of the ticket (each action that happened in the backend). It does take time to learn how to use it right and if you're not tech savvy, you will probably not be able to take advantage of these features well. **What do you dislike about Zoho Desk?** The user interface is really not user friendly or pretty and unlike other apps that Zoho has, you cannot customize or change the user interface so you're stuck with their settings. It takes a lot of getting used to. If you have new users often, it's annoying to have to train them on it instead of them being able to get on it and run with it as you could with so many other ticketing programs. It's also cumbersome to make changes if you have multiple teams or fields nesting under other ones. In general, it takes a lot of tech savviness to set it up right and to maintain it. In my experience, even if you use a consultant to set it up, you will still have to spend time maintaining it. **What problems is Zoho Desk solving and how is that benefiting you?** It helps us keep an online record of tickets and issues with clients. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We have forwarded the concerns regarding the UI with our product team. Our product team is working to build a setup wizard within the system to ease the process of learning the system as new user. Regarding the difficulties with the teams and fields setup, please drop an email to support@zohodesk.com, we'll analyze the requirement and help you with the feasible solutions. Regards - Theo | Zoho Desk. ### 8. experiencing **Rating:** 2.0/5.0 stars **Reviewed by:** Praveen R. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2025 **What do you like best about Zoho Desk?** integration is very in this software. i will use it again **What do you dislike about Zoho Desk?** cumbersome process. Artificial Intelligence is missing **What problems is Zoho Desk solving and how is that benefiting you?** alot of calls **Official Response from Theo Zoho Desk:** > Hello Praveen, Thanks for sharing your feedback. Kindly elaborate on the issue with the product and process you are facing with the Zoho Desk by sending an email to support@zohodesk.com. Also, the ZIA AI is available in the enterprise edition of Zoho Desk. We suggest cross-checking the edition you have signed up and change the edition from the profile preference page > Click on the profile > Choose trial other editions. Regards - Theo | Zoho Desk ### 9. full of features, slow support **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2025 **What do you like best about Zoho Desk?** lots of features and configurability, that kind of it **What do you dislike about Zoho Desk?** very weak support, took a week+ to sort a configuration issue. **What problems is Zoho Desk solving and how is that benefiting you?** offers ticketing solution that is up to date and current **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We'll forward the concern with our support team to take look and aanlyze the case further. Kindly share the ticket details by sending an email to support@zohodesk.com. Regards - Theo | Zoho Desk. ### 10. ticketing system **Rating:** 1.5/5.0 stars **Reviewed by:** laith a. | هف, Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2024 **What do you like best about Zoho Desk?** The best thing about Zoho is its ticketing system **What do you dislike about Zoho Desk?** Most of the things about Zoho, I don't have any negative reviews **What problems is Zoho Desk solving and how is that benefiting you?** It is very easy for us to see him **Official Response from Theo Zoho Desk:** > Hello there, We are happy to hear this feedback from you. Keep exploring the features and your suggestions coming. Regards - Theo | Zoho Desk ### 11. BEST OF A FRUSTRATING LOT FOR US...... **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** June 15, 2023 **What do you like best about Zoho Desk?** It is a helpdesk solution of sorts. Fonts are big. Colour is nice. Menu icons are cool. Did I mention the font is nice and big? **What do you dislike about Zoho Desk?** Forms are limited in screen layout. Field options for self creating are limited. Cannot hide a number of default system wide fields. Uploading bulk information into fields is really clunky **What problems is Zoho Desk solving and how is that benefiting you?** We are moving from a spreadsheet to a helpdesk solution so that is a big plus. Improving information sharing so we can see what the staff are doing. **Official Response from Micheal Jeshua Aswin:** > Hi, there. We're glad to hear that you appreciate the helpdesk capabilities of Zoho Desk and find the fonts, colors, and menu icons visually appealing. Zoho Desk aims to solve the transition from spreadsheets to a comprehensive helpdesk solution, providing benefits such as improved information sharing and visibility into staff activities. Regards - Ash | Zoho Desk ### 12. Useful product and not so useful customer service **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2023 **What do you like best about Zoho Desk?** The tool is easy to implement, and of course is a good ticketing service. **What do you dislike about Zoho Desk?** The customer service- or lack there of. I was supposed to receive callbacks and never got one. **What problems is Zoho Desk solving and how is that benefiting you?** Easy to organise incoming queries. **Official Response from Micheal Jeshua Aswin:** > Hi there. Thank you for the feedback. Could you care to help me with the reference ticket number where we missed the scheduled callback? Regards - Ash | Zoho Desk ### 13. Poor customer service and difficult to navigate **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** August 09, 2023 **What do you like best about Zoho Desk?** Zoho Desk was easy to setup and integrated well with many systems. **What do you dislike about Zoho Desk?** Zoho Desk has poor customer service. People are difficult to get ahold of and don't offer much guidance. The system in general is difficult to navigate. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk was a cheap option for managing our customers. **Official Response from Micheal Jeshua Aswin:** > Hi, there. Could you care to help us with the reference ticket number where you received poor customer service from our team? We would like to investigate the mater and share our findings here. Regards - Ash | Zoho Desk ### 14. Good features **Rating:** 2.0/5.0 stars **Reviewed by:** Jake W. | Vice President Of Programming, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2022 **What do you like best about Zoho Desk?** I reviewed Zoho Desk to replace our home-grown ticketing system. One of our most important requirements was an SLA notification system and Zoho is the only product I found that covers this fully. **What do you dislike about Zoho Desk?** SMS notification requires a personal Twilio account. Not a huge issue since we already use Twilio, but I was hoping to not support any internal processes/products. APIs lean toward apps rather than data migration. **Recommendations to others considering Zoho Desk:** data migration is not the best. the documentation seems scattered. **What problems is Zoho Desk solving and how is that benefiting you?** We are replacing a home-grown ticketing system. We need a new customer portal and knowledge base. We also no longer want our specialized developers working on the ticketing system. ### 15. Nice user-facing layout, but confusing backend **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Zoho Desk?** The user-facing Knowledgebase and articles are clean and user-friendly. **What do you dislike about Zoho Desk?** The backend is very confusing to navigate, settings aren't always where I would expect them to be. Customer service was very poor - responses tended to take 12+ hours, and sometimes the information given wasn't relevant to the original request. **Recommendations to others considering Zoho Desk:** Good suite of connected services, but poor customer service. **What problems is Zoho Desk solving and how is that benefiting you?** We needed an easy-to-update searchable knowledgebase for our tech solution. ### 16. Its just ok **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2020 **What do you like best about Zoho Desk?** the reporting aspect of zoho is probably the best **What do you dislike about Zoho Desk?** can be a little bit clunky and difficult to navigate, doesnt offer all the great functionality that zendesk does **Recommendations to others considering Zoho Desk:** None **What problems is Zoho Desk solving and how is that benefiting you?** capturing speed of response was something we wanted to record ### 17. Company-wide Collaboration **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Design | Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2019 **What do you like best about Zoho Desk?** Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. Customers can also benefit from Zoho Desk as the software allows them to find timely and relevant support without having to go too far. With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so that they can deliver quick and responsive support to their clients. This help desk platform gathers together employees from other departments and empower them to give their customers a very unified customer service experience. **What do you dislike about Zoho Desk?** Zoho Desk offers three priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin. **Recommendations to others considering Zoho Desk:** A great helpdesk software with a ton of tools that can aid in organizing workflow. It also offers control on all tools. It's essentially a one-stop solution in setting up a communications channel between the customer and the company. You can pair this with Zoho CRM and other apps for more benefits. **What problems is Zoho Desk solving and how is that benefiting you?** Despite facing problems as a current user, I find this sofware to be completely worth it. Even I would encourage other companies to make their investment in this useful program. Thanks to Zoho Desk, we were able to curb mistakes. It also made us effective and productive at the same time. ### 18. Some bugs **Rating:** 2.0/5.0 stars **Reviewed by:** Elihu V. | Director fundador, Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2019 **What do you like best about Zoho Desk?** Time tracking and kanban style of tickets **What do you dislike about Zoho Desk?** Bugs, not every comment converts into ticket **What problems is Zoho Desk solving and how is that benefiting you?** Digital customer care ### 19. need more time to discover **Rating:** 2.0/5.0 stars **Reviewed by:** Hussein A. | Project Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2019 **What do you like best about Zoho Desk?** a lot of features already awesome but the best I like is chatbot **What do you dislike about Zoho Desk?** I think it is so hard to user to understand how it works in in few days **Recommendations to others considering Zoho Desk:** nice to have **What problems is Zoho Desk solving and how is that benefiting you?** ticketing from customer to help desk is more powerful with itsm software like zoho desk ### 20. Needed clarity, confusing customer support **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2019 **What do you like best about Zoho Desk?** Nice potential for integrations and apps **What do you dislike about Zoho Desk?** Not intuitive, required multiple attempts to set up and confusing exchanges with customer support **What problems is Zoho Desk solving and how is that benefiting you?** Needed to field help desk / support requests ### 21. If the translation progresses... **Rating:** 2.0/5.0 stars **Reviewed by:** Kenichi T. | マネージャー, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2019 **What do you like best about Zoho Desk?** With many features that can be linked, centralized management becomes possible, enabling smooth operations with other departments. **What do you dislike about Zoho Desk?** There are still many parts in English, so it's not in a state where it can be recommended to all employees. I hope the speed of Japanese localization increases. **What problems is Zoho Desk solving and how is that benefiting you?** Self-resolution by the customer ### 22. Functional but not impressive **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2019 **What do you like best about Zoho Desk?** Zoho desk works, but it's not the best option. **What do you dislike about Zoho Desk?** I find the UI processes to be repetitive. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps me to manage my clients and leads. ### 23. Limited and feels restricted. **Rating:** 2.0/5.0 stars **Reviewed by:** Regis C. | Watch collector, Luxury Goods & Jewelry, Small-Business (50 or fewer emp.) **Reviewed Date:** May 14, 2017 **What do you like best about Zoho Desk?** -Easy to manage different types of tickets. -Dashboard feels neat and tidy. -Report system is quite detailed **What do you dislike about Zoho Desk?** -Can't close more than 3 tickets at once -Can't merge any type of tickets together simultaneously -The multiple ticket selections are sloppy and slow -Some emails are not received and being bounced out -Merging emails causes previous attachments to be discarded hence will need to reupload all the files into the email again **What problems is Zoho Desk solving and how is that benefiting you?** Allows smoother tracking of tickets and resolving them easily. ### 24. Zoho Desk **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2017 **What do you like best about Zoho Desk?** Its cheap, and free. Easy to setup and use **What do you dislike about Zoho Desk?** Connectivity is poor, support is terrible **Recommendations to others considering Zoho Desk:** Skip the free product and move on to a Zendesk. **What problems is Zoho Desk solving and how is that benefiting you?** Help desk related ### 25. Its an ok Support System **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2015 **What do you like best about Zoho Desk?** I started using Zoho mostly for a CRM... then I tried out there support... It works nicely and is very simple to use, just like all the other Zoho Services **What do you dislike about Zoho Desk?** Its not a comprehensive as the other support solutions on the market. I feel like it a bit like a "me 2" type of a service. **Recommendations to others considering Zoho Desk:** I would recommend they do more thinks like ZenDesk :) **What problems is Zoho Desk solving and how is that benefiting you?** After using this for a bit I found our I needed something a bit more powerful and to work with a support system that is dedicated to support only. ### 26. Needs tons of polish **Rating:** 2.0/5.0 stars **Reviewed by:** John D. | Co-Owner, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2014 **What do you like best about Zoho Desk?** The price is ok, but compared to competitors, it is a second choice. I did like it was a full suite of products that incorporated support tickets as well as CRM. We also used the mailer module. But that could get to be expensive if you have a large list. **What do you dislike about Zoho Desk?** clunkiness and lack of flow, While all the features are there, it is not intuitive and does not make sense to non technical folks. **Recommendations to others considering Zoho Desk:** compare and shop around **What problems is Zoho Desk solving and how is that benefiting you?** We were using the CRM and mailing piece, but got to be expensive ### 27. To Zoho or not to Zoho ... that is the question **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2014 **What do you like best about Zoho Desk?** Great user-friendly and intuitive interface ... and the ability to customize workflows and rules really does save time. **What do you dislike about Zoho Desk?** Annoyingly, there is very little room (if any?) for third-party apps. I am not a tech guy and developing APIs would take a look more than than Zoho could save. (The apps in the Zoho marketplace are very limited). **Recommendations to others considering Zoho Desk:** Use the 15 day trial ... but do your research before starting it. I fear that not doing so wouldn't give you enough time to properly evaluate your needs and the platform's capabilities. **What problems is Zoho Desk solving and how is that benefiting you?** Unfortunately, none at the moment. ### 28. Pretty but flawed **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2013 **What do you like best about Zoho Desk?** I like the ability to organize by account, the ability to search using very flexible filters, the layout and friendly look of the Solutions area. **What do you dislike about Zoho Desk?** I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search solutions, contacts, or accounts; that you can't search all fields simultaneously (preferably by default); that filtering is uber-glitchy - about 15% of the time, I get error messages saying 'unable to process this request'; that I can't manually set up logins for clients - a lot of them aren't computer literate and can't figure out the quite simple process of setting up an account; that the tabs at the top of the browser say our company name instead of something relevant, even if it's just the request ID; that the reports are hard to figure out and the default reports are pretty much useless to our workflow; that you can't automatically get notified when someone edits, comments, or changes your tickets - our old, relatively out-of-date system did this FLAWLESSLY, with an email to the assigned agent sent when any of these changes were made, and this email included the changes themselves - this has been a gigantic timesuck of monumental proportions, having to email or IM people to advise them of what's going on with their tickets....I could go on. **Recommendations to others considering Zoho Desk:** It probably works great for really small-scale operations that don't have much need of reporting functionality and have a small, stable staff and/or accounts assigned to specific people with very little change to who handles what request items. ## Zoho Desk Discussions - [Sort in filter view - how do I do it?](https://www.g2.com/discussions/sort-in-filter-view-how-do-i-do-it) - 1 comment, 2 upvotes - [Does the product has a feature for inventory?](https://www.g2.com/discussions/does-the-product-has-a-feature-for-inventory) - 1 comment, 2 upvotes - [How many lite users can be added on zoho desk?](https://www.g2.com/discussions/how-many-lite-users-can-be-added-on-zoho-desk) - 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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)