--- 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. Challenges with Zoho Desk in Scaling Operations **Rating:** 0.5/5.0 stars **Reviewed by:** John D. | Digital marketing lead, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Zoho Desk?** The only good thing about Zoho Desk for me is that it was pretty easy to use for what it is. It also came as part of the Zoho One platform. **What do you dislike about Zoho Desk?** The entire platform could be so much better. It is fine for a starter platform and program, but once you start developing a more robust CRM, Zoho Desk, like all other Zoho products, fall flat and couldn't keep up with the volume that we were getting. The programs exist within the platform, but it still didn't integrate well or communicate effectively with other programs. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helped us filter customer service requests and keep track of tickets and customer concerns during product development. **Official Response from Theo Zoho Desk:** > Hello John, Thank you for sharing your detailed feedback. We understand your concern that Zoho Desk may work well as a starter platform, but felt limiting when the business scales, ticket volume increases, and deeper CRM/integration requirements come into play. Could you please share more details about the specific volume-related challenges you faced, the Zoho Desk and CRM workflows that did not scale as expected, and the integrations or data sync points where communication between products was not effective? This will help us review whether the gaps are related to configuration, integration limitations, sync behavior, or product scalability. Regards - Theo | Zoho Desk ### 2. Streamlined Support, but Setup and Usability Need Work **Rating:** 0.5/5.0 stars **Reviewed by:** Customer S. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2025 **What do you like best about Zoho Desk?** It does its core job well. Once we got the basics set up, we spent less time replying to customer emails and our support workflow felt more organized. Ticket routing and the general “single inbox for support” approach helped us streamline responses and keep conversations in one place. Performance and reliability were solid during the trial. We didn’t hit outages and the system felt responsive. **What do you dislike about Zoho Desk?** Setup and configuration took more effort than expected. We could make it work, but it wasn’t straightforward to get it working exactly the way we wanted. Email templates: There are lots of predefined templates, but we found many simple, practical templates missing and had to build them from scratch. Text editor: Felt glitchy and occasionally unpredictable while composing or editing replies. Subject line control: Editing the email subject line was not easy or obvious, which made certain workflows (like clarifying or standardizing subjects) clunky. Ticket updates: Changing key ticket details after the fact (for example, correcting the customer on a ticket) was harder than it should be. Spam handling: We couldn’t find a way to configure our own spam rules. Maybe it’s available, but it appears tied to a higher-priced plan. UI/UX: Not terrible, but not intuitive. There are a lot of details and options scattered around, which often obscured the main picture and slowed us down. Trial length: 15 days felt too short. We barely scratched the surface—probably used a quarter of the features—before the trial ended. Pricing tiers: The feature matrix gave us the impression that a few small yet important capabilities live only in the most expensive plan. Our ideal would be the entry plan plus a couple of add‑ons, but that doesn’t seem possible. **What problems is Zoho Desk solving and how is that benefiting you?** Customer support. It does its core job well. Once we got the basics set up, we spent less time replying to customer emails and our support workflow felt more organized. Ticket routing and the general “single inbox for support” approach helped us streamline responses and keep conversations in one place. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We'll forward the concerns with our product team. Also, we can hop on to a call to discuss all the points in detail, you can drop an email to support@zohodesk.com with your availability. Regards - Theo | Zoho Desk ### 3. Free Tier Is Too Bare-Bones—Missing Canned Responses for High Ticket Volume **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2026 **What do you like best about Zoho Desk?** Feature rich as long as your paying, features seem good **What do you dislike about Zoho Desk?** The free tier is so bare bones, can't even used canned responses which is an important element for dealing with a lot of tickets **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk centralises customer support requests, making it easier to track, prioritise, and resolve issues efficiently. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We'll forward the concern with our product team regarding the canned message(snipped) availability in the free edition. Regards -Theo | Zoho Desk. ### 4. Hard to Judge Value with Limited Trial **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Zoho Desk?** I recently tried Zoho Desk, and there are definitely strong aspects to highlight. The ticketing system is well-structured and makes it much easier to streamline communication with clients, which is a big plus. Overall, Zoho Desk has potential, especially with its ticketing and communication features, but the limited trial period and pressured extension approach made it difficult to fully assess before committing. **What do you dislike about Zoho Desk?** the trial period felt too short to properly evaluate how well the platform could support day-to-day operations. For a tool of this scale, more time is needed to explore its full functionality. On top of that, I was pushed to submit a review in exchange for either a 45-day extension or the option to purchase a license, which felt more like pressure than genuine customer support. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps centralize and manage client communications by turning inquiries into organized tickets. This prevents messages from getting lost across different channels and makes it easier to track the status of each client request. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. We understand your concern and I'll forward to our product team to validate the feasibility of increasing the default trial limit further. In the meantime, we'll help you extend the trail period. Regards - Theo | Zoho Desk. ### 5. 7+ months without resolution – broken promises, no communication, no refund **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2025 **What do you like best about Zoho Desk?** Zoho offers a wide range of features and integrations in one platform, which is why we’ve been loyal customers for over 5 years. **What do you dislike about Zoho Desk?** We have been a paying Zoho customer for more than 5 years. Since January 2025, a core Zoho Desk functionality – automated contact creation from incoming calls via 3CX – has been broken. From January to today (August 12, 2025): Over 70 emails and multiple online calls with Zoho support. Promises of escalation and a “1–2 month” fix (confirmed in writing on April 14, 2025). Zero proactive updates when deadlines were missed. Repeated suggestions to use a manual workaround, which we clearly rejected in March as unacceptable for a CRM tool. Commitment to fix by July 31, 2025 – also missed, without any notification. Meanwhile, we have paid full license fees every month, based on repeated assurances from Zoho’s sales team (including a senior manager) that the issue would be fixed and a refund or credit applied afterward. As of today – no fix, no refund, no clear compensation plan. This has been one of the worst support experiences we have encountered in over a decade of using SaaS tools. Lack of accountability, missed commitments, and complete silence when timelines are not met. If you are evaluating Zoho, be aware: when things break – even critical features – you may be waiting half a year or more with no resolution and no clear path forward. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho Desk helps us centralize customer interactions and manage tickets from multiple channels in one place, improving visibility and response tracking. **Official Response from Theo Zoho Desk:** > Hello there, I understand the frustration this issue has caused and that the resolution has taken far longer than expected. To clarify, the limitation initiated on the third-party side. A few months ago, our team suggested a temporary workaround, using the “Create Contact” option manually during calls, and also encouraged reporting the impact directly to the third party so a permanent solution could be prioritized. That said, we didn’t stop there. We asked our development team to explore options for automatically creating records. Because of the engineering work involved, along with QA testing and dependencies on the third party, progress has taken longer than initially anticipated. The good news is that we’ve now built a custom extension, completed all testing phases, and shared the setup steps with you via email. We value the trust you’ve placed in Zoho over the past five years and want to make sure this is resolved as smoothly as possible. Regarding compensation, while the core issue lies outside Zoho, as a gesture of goodwill we have offered a 1-month extension. This applies when the account is on an annual billing cycle, and the details have already been shared with you by email. Please review them and reply so we can proceed. Also, let us know whether you got a chance to review our updated extension to fix the problem. In case you are facing any issues further or referring to any other problem, kindly drop an email to support@zohodesk.com with the details. Regards - Theo | Zoho Desk ### 6. Customer Service is Disappointing **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Zoho Desk?** How easy it is to navigate the portal despite the many features that are available. **What do you dislike about Zoho Desk?** I was in a trial and wanted to simply extend my trial by submitting reviews and it took me several days, emails and support transactions, just to be told I couldn't or that someone would reach out or that I needed to talk to someone else. If service is lacking during trial I can only imagine what it would have been had I bought in - I cancelled my trial immediately and moved to another vendor. **What problems is Zoho Desk solving and how is that benefiting you?** A dedicated Knowledge Base for our clients that is customizabl and fits our branding. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk ### 7. Avoid this if you have not unlimited time **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2025 **What do you like best about Zoho Desk?** It's cheap. Thisi is the only Pro about this solution. **What do you dislike about Zoho Desk?** Support is not efficient, but some feature are simply missing or really chaotic **What problems is Zoho Desk solving and how is that benefiting you?** Hard to say, mainly it work as an hub for customer's request. **Official Response from Theo Zoho Desk:** > Hello there, Thanks for sharing your feedback. I understand that the feature you are expecting is missing and the features doesn't suit your use case or requirement. We suggest you drop an email to support@zohodesk.com with your difficulties in the tool with more details. So we shall look into them and help you with the feasible solutions. Regarding the support, we'll analyze the existing support tickets to look into the problem once your have sent the email as we couldn't trace any existing records. Regards - Theo | Zoho Desk ### 8. Very typical and rare support **Rating:** 1.0/5.0 stars **Reviewed by:** Saurabh G. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2023 **What do you like best about Zoho Desk?** We needed a solution to provide customer service through multiple platforms for multiple departments; it provided a seamless onboarding, and it is really easy to automate ticket management. **What do you dislike about Zoho Desk?** Configuration of custom SMTP was time-consuming, except that I disliked nothing else about this tool. **What problems is Zoho Desk solving and how is that benefiting you?** Helped to track and manage tickets on a timely basis and helped our clients to get a faster response for query resolution. **Official Response from Micheal Jeshua Aswin:** > Hi, Saurabh. We are happy to know that you find the department functionality in Zoho Desk satisfactory. Hopefully, you were successful in configuring SMTP as desired. Regards - Ash | Zoho Desk ### 9. I'm trying to test Zoho Desk before deciding whether to purchase **Rating:** 0.0/5.0 stars **Reviewed by:** Darren C. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2023 **What do you like best about Zoho Desk?** I dont know enough about it yet, so I want to be able to test it out. **What do you dislike about Zoho Desk?** I dont dislike anything yet, which is why I want to test using a demo account. **What problems is Zoho Desk solving and how is that benefiting you?** Tickets **Official Response from Micheal Jeshua Aswin:** > Hi, Darren. Thank you for the genuine feedback. Please try out the platform and get back to us with your experience. Regards - Ash | Zoho Desk ### 10. Good product, terrible support **Rating:** 0.0/5.0 stars **Reviewed by:** Luke C. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 24, 2023 **What do you like best about Zoho Desk?** The features are good as long as you don't have any issues. **What do you dislike about Zoho Desk?** The tech support is probably the worst I have experienced in 30 years of owning a business. If the products work great! If not don't expect support to help you. It is terrible. **What problems is Zoho Desk solving and how is that benefiting you?** Zoho is cheap. But that is also reflected in their support ### 11. in test **Rating:** 1.0/5.0 stars **Reviewed by:** Sabas Edilberto M. | Coordinador de TIC´S Y Desarrollador web, Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Zoho Desk?** Integration with other platforms, and resolved problems **What do you dislike about Zoho Desk?** cannot add options in the platform, add inputs **What problems is Zoho Desk solving and how is that benefiting you?** in test **Official Response from Micheal Jeshua Aswin:** > Hi, Sabas. Thank you for the feedback. Could you care to elaborate on your feedback regarding the platform? Regards - Ash | Zoho Desk ### 12. Zoho Desk has very deceptive pricing **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** July 03, 2023 **What do you like best about Zoho Desk?** Competes well with other solutions. Priced well. Mobile apps are much better than competitors. Overall I was impressed. **What do you dislike about Zoho Desk?** Too many apps and products. It's Zoho Desk, SalesIQ, and Zoho voice. I wish they would consilidate and simplify. **What problems is Zoho Desk solving and how is that benefiting you?** Our customer service team is mobile and remote. Zoho desk works well from smartphone. **Official Response from Micheal Jeshua Aswin:** > Hi, there. We are happy to hear that feedback from you. Should you need any help with the implementation, hit us up at support@zohodesk.com. Regards - Ash | Zoho Desk ### 13. Promising solution for all the service desk needs, subpar support offered **Rating:** 0.0/5.0 stars **Reviewed by:** Fabio Ivan d. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2021 **What do you like best about Zoho Desk?** good value for money, scalability and integrations. It's a good solution that incapsulate not only the so called "classic" ticketing system, but it will allow also to have a chat platform that feeds into the customer relationship management (CRM) . It also offer, as a big plus, a solution for telephony included in the "professional" package. One of the elements that made their offer much more convenient for our company is the "light agent" seat count. This allows us to have some of our professionals to look into the tickets without being counted against the "seat count" and reducing the final cost sensibly. This is available for those professionals that are not customer facing but still need to work on tickets to offer solutions (such as tier 2 agents and escalation points). **What do you dislike about Zoho Desk?** The initial Zoho page can be a little dispersive. During and (especially) after the implementation, the speed and quality received was not up to expectations and eventually lead us to cancel the subscription and move towards other solutions. We're talking about tickets not followed up for 20 days and questions not fully addressed **Recommendations to others considering Zoho Desk:** Zoho Desk can be the ideas solution f you need a single solution for Helpdesk that encompass telephony, mail support and chat **What problems is Zoho Desk solving and how is that benefiting you?** In relation of our needs, Zoho Desk allows us to get better reporting and analysis. It is well integrated with social media and with our internal instant messaging system, we find it more versatile because we already use its CRM in sales and we believe it is a big help for our Account Managers to have immediate visibility on the issue that our business partners are facing. ### 14. Half baked features, avoid ZOHO! **Rating:** 0.0/5.0 stars **Reviewed by:** Alexander B. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** February 11, 2022 **What do you like best about Zoho Desk?** Zoho desk is priced very afforably, compared to the others its feature packed. One thing I certainly appreciate is the ease of customising the email notification templates. The help centre is also a fantastic additon. EDIT: ZOHO Asked me to leave a review about this product to extend my trial so I could properly use it. Turns out, Zoho software is the most cumbersome, dated, buggy, and rushed software I've experienced yet. A startup could do a better job. **What do you dislike about Zoho Desk?** The user interface is a bit dated, but I see that a new one is in the works. EDIT: ZOHO Asked me to leave a review about this product to extend my trial so I could properly use it. Turns out, Zoho software is the most cumbersome, dated, buggy, and rushed software I've experienced yet. A startup could do a better job. **What problems is Zoho Desk solving and how is that benefiting you?** No problem but have enjoyed the features packed into this SAAS. EDIT: ZOHO Asked me to leave a review about this product to extend my trial so I could properly use it. Turns out, Zoho software is the most cumbersome, dated, buggy, and rushed software I've experienced yet. A startup could do a better job. ### 15. Oops **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about Zoho Desk?** Help desk ticketing system Help desk ticketing system **What do you dislike about Zoho Desk?** Trial expired before setup Trial expired before setup **Recommendations to others considering Zoho Desk:** n/a **What problems is Zoho Desk solving and how is that benefiting you?** Help desk ticketing system ### 16. Easy interface for cross-channel team collaboration **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Textiles | Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2019 **What do you like best about Zoho Desk?** Our customer care agents have to interact with the team in our plant in order to solve most inquiries. There are some tools for team collaboration to solve the issue, but most of our team members find the interface to be cluttered/too complicated to use. **What do you dislike about Zoho Desk?** It's powerful, so the interface can take some customization to eliminate unwanted or unneeded features for your team. **What problems is Zoho Desk solving and how is that benefiting you?** We need to collaborate about solutions internally, and this helps us do that. ### 17. Terrible customer support. They carelessly deactivate the accounts and poorly communicate **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Alternative Medicine | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2021 **What do you like best about Zoho Desk?** The idea of an all in one product and the integrations **What do you dislike about Zoho Desk?** It doesn't work and they don't support or understand their own product. It overly siloed so you can't seem to make any progress with the software overall. The integrations don't work well. You get everything but everything is worse than the other alternatives on the market. **What problems is Zoho Desk solving and how is that benefiting you?** None, so I need to look for another software solution. ### 18. Misleading and dishonest company **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2019 **What do you like best about Zoho Desk?** The product is ok, but we like Fresh Desk better. **What do you dislike about Zoho Desk?** The customer service is terrible. It appears they only have one or two people working there, we ran into an issue during our busy time and we tried to get customer support on the phone and we were on hold for 45 minutes and still never got through. After that I chatted in to customer support, the chat person was un-able to help me, but promised someone would be giving me a call with in 30 minutes. The call never came. We were very frustrated and felt they mislead us and were dishonest with us with other aspects of our contract too. I am fine if the software has an issue, all software does, and I am fine a customer service agent does not know the answer, but what is frustrating is when the company itself does not honor our contract and service agreement and has the audacity to lie to me about it. **Recommendations to others considering Zoho Desk:** If you're ever going to need Zoho Customer support or deal with their company then I would stay far away from this company. **What problems is Zoho Desk solving and how is that benefiting you?** We use it for customer service, ironically. ### 19. Not yet fully finished the trial but... **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** February 12, 2019 **What do you like best about Zoho Desk?** Seems to be more or less what we need from a ticket system. Overall the Desk is a good application and whilst we do need something like this in organisation it would be a much easier purchase to budget for if it were better priced, as it stands, small companies like ours cannot afford the steep price of most Desk like applications as the price per user is quite high, so even if we do purchase it will more than likely only be for 1, possibly 2, users. **What do you dislike about Zoho Desk?** We have not been able to customise as much as we would like to and it is also quite involved to customise really simple things, so that could be made easier. **Recommendations to others considering Zoho Desk:** My only concern with this is the pricing per user, I think for bigger companies it won't be as much of an issue but for smaller firms like mine it is something that is nice to have but is not mission critical enough to warrant the rather expensive price tag (in my opinion). **What problems is Zoho Desk solving and how is that benefiting you?** We operate on behalf of other businesses and our services are telemarketing, so we are interacting with businesses around the UK on a very regular basis and our clients need to be able to find out issues, get in touch regarding specific cases and also to see what activity is being undertaken by us for them. With the addition of something like Desk it allows our clients to keep their finger on the pulse about specific leads and cases and allows us to ensure that nothing is missed and everything is kept as part of the same system. ### 20. Cheap, Lot’s of Features, Hard to Use **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2019 **What do you like best about Zoho Desk?** The activity feature is nice when I'm working on something other than taking phone calls. **What do you dislike about Zoho Desk?** It claims to have all of these features, but the implementation is convoluted at best. **Recommendations to others considering Zoho Desk:** Don't go for this one. **What problems is Zoho Desk solving and how is that benefiting you?** We log calls and do email and chat support with it. ### 21. Extension of Zoho Desk **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2019 **What do you like best about Zoho Desk?** It is helping with the service engineers in our company **What do you dislike about Zoho Desk?** Could be more user friendly so that everyone can easily reach out **Recommendations to others considering Zoho Desk:** will be efficient among the service engineers **What problems is Zoho Desk solving and how is that benefiting you?** Service ticket generation ### 22. Bad live chat option **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2018 **What do you like best about Zoho Desk?** I did not like much about this platform. I guess the only thing I liked was that it was a live chat feature. **What do you dislike about Zoho Desk?** Zoho makes it hard to use multiple platforms or apps. It isn't the easiest to navigate between all of the different apps to use. **What problems is Zoho Desk solving and how is that benefiting you?** We already were using Survey and CRm and Email through Zoho so it made sense to try out Zoho Desk when we were looking to incorporate live chat. But we were just not a fan of Zoho in it's entirety so we broke away from the whole platform. ## 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) - 1 comment, 2 upvotes - [How is Messagebird integration with Zoho Desk](https://www.g2.com/discussions/how-is-messagebird-integration-with-zoho-desk) - 1 comment, 2 upvotes - [What is the best way to setup email ?](https://www.g2.com/discussions/25918-what-is-the-best-way-to-setup-email) - 1 comment, 2 upvotes - [View Zoho Desk pricing details and edition comparison](https://www.g2.com/products/zoho-desk/reviews?filters%5Bnps_score%5D=1§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+11%3A48%3A50+-0500&secure%5Bsession_id%5D=0e72b95c-cb56-4653-9028-80d17ed13d2c&secure%5Btoken%5D=baa0ffaed102399fd112ca3c77178ff9b6c0c38a0c13fd325e99fb9a7d9e30dc&format=llm_user) ## Zoho Desk Integrations - [3CX](https://www.g2.com/products/3cx/reviews) - [Action1](https://www.g2.com/products/action1/reviews) - [Agentic AI](https://www.g2.com/products/agentic-ai/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [AI voice agent](https://www.g2.com/products/ai-voice-agent/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [AppFolio](https://www.g2.com/products/appfolio/reviews) - [Bigin by Zoho CRM](https://www.g2.com/products/bigin-by-zoho-crm/reviews) - [Botpress](https://www.g2.com/products/botpress/reviews) - [CallGear](https://www.g2.com/products/callgear/reviews) - [Chatbase](https://www.g2.com/products/chatbase-chatbase/reviews) - [ChatGPT](https://www.g2.com/products/chatgpt/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Claude Code](https://www.g2.com/products/anthropic-claude-code/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Contaque](https://www.g2.com/products/contaque/reviews) - [Cuebo](https://www.g2.com/products/cuebo/reviews) - [Discord](https://www.g2.com/products/textaify-discord/reviews) - [Exotel Customer Communication Platform](https://www.g2.com/products/exotel-customer-communication-platform/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Fishbowl Inventory](https://www.g2.com/products/fishbowl-inventory/reviews) - [Flutter](https://www.g2.com/products/flutter/reviews) - [Google Authenticator](https://www.g2.com/products/google-authenticator/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [GPT-0 – AI Content Detector](https://www.g2.com/products/gpt-0-ai-content-detector/reviews) - [Gupshup](https://www.g2.com/products/gupshup/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [Huntress Managed EDR](https://www.g2.com/products/huntress-managed-edr/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Intuit Mailchimp All-in-One Marketing Platform](https://www.g2.com/products/intuit-mailchimp-all-in-one-marketing-platform/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) - [Keka](https://www.g2.com/products/keka/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Lovable](https://www.g2.com/products/lovable/reviews) - [Make](https://www.g2.com/products/integromat-by-celonis-make/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Power Automate](https://www.g2.com/products/microsoft-power-automate/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Outlook4Gmail](https://www.g2.com/products/outlook4gmail/reviews) - [PA Server Monitor](https://www.g2.com/products/pa-server-monitor/reviews) - [Pipedrive](https://www.g2.com/products/pipedrive/reviews) - [QuickBooks Online](https://www.g2.com/products/quickbooks-online/reviews) - [QuickBot](https://www.g2.com/products/quickbot/reviews) - [Rezdy](https://www.g2.com/products/rezdy/reviews) - [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) - [RingCX](https://www.g2.com/products/ringcx/reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) - [Ringotel](https://www.g2.com/products/ringotel/reviews) - [Sage 100](https://www.g2.com/products/sage-100/reviews) - [SAP Business One](https://www.g2.com/products/sap-business-one/reviews) - [Service Fusion](https://www.g2.com/products/service-fusion/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [sipgate Cloud Telefonanlage](https://www.g2.com/products/sipgate-cloud-telefonanlage/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Stripe Payments](https://www.g2.com/products/stripe-stripe-payments/reviews) - [Syrup](https://www.g2.com/products/syrup-syrup/reviews) - [Talkroute](https://www.g2.com/products/talkroute/reviews) - [Telegram Bot](https://www.g2.com/products/telegram-bot/reviews) - [TickTick](https://www.g2.com/products/ticktick/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Trello Integration](https://www.g2.com/products/trello-integration/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [VICIdial](https://www.g2.com/products/vicidial/reviews) - [WhatsApp API](https://www.g2.com/products/whatsapp-api/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Wix](https://www.g2.com/products/wix/reviews) - [WooCommerce](https://www.g2.com/products/woocommerce/reviews) - [WordPress.org](https://www.g2.com/products/wordpress-org/reviews) - [Wrike](https://www.g2.com/products/wrike/reviews) - [Xentral ERP](https://www.g2.com/products/xentral-erp/reviews) - [X (Twitter)](https://www.g2.com/products/x-twitter/reviews) - [Zadarma Cloud PBX](https://www.g2.com/products/zadarma-cloud-pbx/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoho Assist](https://www.g2.com/products/zoho-assist/reviews) - [Zoho Books](https://www.g2.com/products/zoho-books/reviews) - [Zoho BugTracker](https://www.g2.com/products/zoho-bugtracker/reviews) - [Zoho Cliq](https://www.g2.com/products/zoho-cliq/reviews) - [Zoho Creator](https://www.g2.com/products/zoho-creator/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Directory](https://www.g2.com/products/zoho-directory/reviews) - [Zoho Flow](https://www.g2.com/products/zoho-flow/reviews) - [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)