Zoho Desk Reviews & Product Details

As a Product Owner, what I like most about Zoho Desk is its integration between the Help Center and the ticket management system. This combination allows us to provide users with self-service resources while efficiently managing issue resolution and feedback within the same platform.

The interface is clean, intuitive, and easy to configure, which helps our team quickly adapt to the tool. The automation options and customization capabilities also make it very flexible for different workflows and products. Review collected by and hosted on G2.com.

Some configuration areas could be more intuitive, especially when integrating the Help Center with other Zoho products or customizing the portal’s layout and user experience.

Additionally, the initial setup requires some trial and error to understand how automations, departments, and permissions interact — clearer guidance or interactive onboarding would make the learning curve smoother.

Despite that, once properly configured, the platform works very well and delivers great value. Review collected by and hosted on G2.com.

Zoho Desk excels in ease of use with an intuitive interface that makes ticket management straightforward for both agents and administrators. The implementation process was smooth, with helpful setup wizards and clear documentation that got us up and running quickly. The customer support team has been responsive and knowledgeable when we've needed assistance. What really stands out is the comprehensive number of features - from automation rules to custom fields, multichannel support, and robust reporting capabilities. The ease of integration with other Zoho products and third-party tools has been seamless, allowing us to create a unified workflow across our entire tech stack. Review collected by and hosted on G2.com.

The learning curve can be steep for new users, especially when setting up advanced automation rules. Some of the reporting features could be more intuitive, and the mobile app occasionally has sync delays. The pricing can also add up quickly when you need multiple add-on features. Review collected by and hosted on G2.com.

I like how Zoho keeps everything in one place (tickets, emails, and team notes are all easy to track). The automations save a lot of time once they’re set up right, and the integration with other Zoho tools makes it super convenient for managing customer interactions. Review collected by and hosted on G2.com.

The setup can be a little tricky at first, especially when you’re figuring out workflows or custom fields. Some parts of the interface feel a bit clunky, and it takes a few tries to get reports to look the way you want. But once it’s running smoothly, it does the job well. Review collected by and hosted on G2.com.

All customer requests, issues, and inquiries are stored in one place.

Easy to track status, priority, and resolution history.

Multi-Channel Support Review collected by and hosted on G2.com.

Complex Setup for New Users

Can feel overwhelming with all the modules, automation rules, and settings.

Takes time to configure workflows and tickets properly.

Occasional Slow Load Times Review collected by and hosted on G2.com.

Zoho Desk allows our team to collaborate on client issues that come in via tickets as well as keep up our knowledge base to ensure we are providing the most up to date information about our product. Desk also integrates with Zoho Sprints, which we use for product management. This is great because it allows cross-team communication that may not be possible without the integration. The options for documenting what happens with a ticket, keeping track of timelines and how long it takes to resolve a ticket, and a place to document the resolution have all been very helpful for my team and me. Review collected by and hosted on G2.com.

The only thing I would change about Zoho Desk is the way it integrates with Zoho Sprints. It is great because it allows the client services and product team to keep track of cross-functional work, but only the private comments from Zoho Desk are shown within a Sprints task. I wish we could see the entirety of the ticket communication within the associated Sprints task to potentially cut down on the amount of time it takes to read all of the information. Review collected by and hosted on G2.com.

- Easy and straightforward integration with Zoho Mail — Setup is seamless within the Zoho ecosystem and routing, threading, and ticket creation from Zoho Mail work reliably.

- Integration option with collaboration and IM platforms — Native connectors and third-party integrations make it simple to bring chat and collaboration workflows into ticket handling.

- Magnitude of customization options and tools — Extensive configuration across workflows, automations, fields, layouts, and department-level settings enables tailored processes for different teams and use cases. Review collected by and hosted on G2.com.

- High Admin panel complexity — The admin interface exposes many granular settings and nested options, which increases setup time and requires an experienced admin to manage effectively.

- Single Help Center portal limitation for multi-tenant use cases — The Help Center is organized around departments and a single portal experience; creating truly separate public portals for multiple enterprise customers is not natively supported, which complicates white‑label single-tenant experiences for distinct external customers. Review collected by and hosted on G2.com.

Zoho Desk is very intuitive once you understand its logic.

What I like best is how flexible it is — you can easily customize ticket fields, workflows and SLAs to match your real-world process, not the other way around.

The interface is clean, fast and consistent across agents, and the automation engine is powerful enough for most support and field-service operations.

For a company that wants to start simple and scale later, it’s a great balance between usability and customization. Review collected by and hosted on G2.com.

Some advanced settings are a bit hidden, especially around SLAs and automation rules.

It takes a while to understand how each feature connects — for example, linking SLAs to tickets requires extra configuration. Review collected by and hosted on G2.com.

Zoho Desk is a platform that offers a robust workflow for service delivery, enabling IT HelpDesk and technician teams to deliver excellent customer service and highly efficient support. Its customizable options and easy deployment provide flexibility for both users and administrators. In addition to an ease of integrate with Google Email Services and Microsoft Active Directory. Review collected by and hosted on G2.com.

At times, it can be quite challenging to find reliable customer support for Spanish speakers in certain LATAM regions. Review collected by and hosted on G2.com.

I really appreciate how my app users can easily submit their queries, which are then sent directly to my dashboard. This makes it incredibly simple for me to manage and respond to everyone. I truly love this feature. Review collected by and hosted on G2.com.

At the moment, there isn't anything specific that I dislike about Zoho. To be honest, I really love everything about it. Review collected by and hosted on G2.com.

It's flexibility and adaptability to the company's needs increase the ease of use. We are looking forward to using Zoho Desk to further develop our business for daily use as well as integrating with our other departments. Review collected by and hosted on G2.com.

Customer support feels more robotic than desired, but overall 50/50 dislike vs. like. Also, the limitations for free versions could be brought to more current use cases. Review collected by and hosted on G2.com.