Zoho Desk Reviews & Product Details

I like how easy it is to manage customer support tickets and keep all customer interactions organized in one place. Zoho Desk’s customization options, automation features, and integration capabilities also help streamline the support process, making it simpler to stay on top of requests and improve overall team efficiency. Review collected by and hosted on G2.com.

Some features and customization options can feel complex or even overwhelming at first. The interface also takes a bit of time to get used to, particularly when you’re setting up workflows, configuring ticket fields, and adjusting automations to fit your process. Review collected by and hosted on G2.com.

I like Zoho Desk for its flexibility and customization options, especially when it comes to managing tickets, automating workflows, and setting up escalation rules. The interface also makes it easier to organize customer issues and track them smoothly across different support processes. Review collected by and hosted on G2.com.

Some of the more advanced configurations can feel complex and may require extra troubleshooting, particularly when setting up automation, integrations, or custom workflows. The platform is flexible, but it can take time to fully understand how certain features work and to configure them correctly. Review collected by and hosted on G2.com.

I like how it puts all customer emails into one clear list. It makes it simple to see who is handling which task so messages dont get lost. The automatic assignment rules work well for us and save us time every morning. Also syncing it with our CRM helps us see basic user info quickly without leaving the page. Review collected by and hosted on G2.com.

The setup settings can be a bit confusing at first because there are too many options in the menu. It takes some time to learn how to build custom reports. Also the mobile app is ok for basic things, but sometimes it feels a bit slower than using it on a computer browser Review collected by and hosted on G2.com.

What I particularly like about Zoho Desk is the centralized and clear management of all customer inquiries. Tickets can be clearly assigned, prioritized, and processed in a comprehensible manner. This ensures transparency among multiple employees about who is handling which issue and what the current processing status is. Additionally, automations, templates, and evaluations significantly ease the daily work routine. Review collected by and hosted on G2.com.

What I like less about Zoho Desk is that some settings and functions are unnecessarily nested and therefore difficult to find. The user interface does not seem particularly intuitive in some places, and minor adjustments sometimes require a disproportionately high effort. Additionally, the search function, performance, and clarity with many tickets could be improved. Review collected by and hosted on G2.com.

Great ticketing system for after-sales support

Our team is currently trialing Zoho Desk, mainly for handling after-sales inquiries and technical support tickets from overseas customers. What impresses us most is how intuitive the ticket management system is. Email-to-ticket conversion works smoothly, and all customer requests are consolidated into a single dashboard. Team members can view each other's ticket responses, which ensures full transparency across the board. We no longer have to worry about service emails sent to our shared mailbox being missed or left unanswered.

Additionally, the multilingual interface is a big plus when serving international customers, and the learning curve for our team has been minimal. New staff onboarding time has been significantly reduced as well. Review collected by and hosted on G2.com.

We're still in the trial phase, and the core features largely meet our day-to-day needs so far. We haven't encountered any major issues. However, the 15-day trial period does feel a bit tight. After-sales support often involves real customer scenarios and cross-team collaboration, so we need sufficient time to simulate complete workflows and test response efficiency under different conditions. This will help us accurately determine which plan to purchase and how many admin seats we actually need. A few extra days would give us more confidence in making the right decision. Review collected by and hosted on G2.com.

There are a few things that I like about Zoho Desk. I can see when another agent is in a ticket. They also allow for fairly customizable views with tickets and metrics. Every time I've used their support team, they got it solved fairly quickly. Review collected by and hosted on G2.com.

I do not like how rigid most Desk tools are. We tried to get their Slack integration to send us notifications when ticket SLA times were expiring, but they weren't able to do that. I found where someone had asked for it on a forum seven years ago, with a response from Zoho saying they would look into it - still nothing. I really despise their search feature. Both tickets and knowledge base searches are terrible. We used the Advanced Search feature for a while, but they removed that tool. Finding the correct setting for a specific change is also an issue. It takes me so long to find the toggle or dropdown, that I often forget what I was looking for. Review collected by and hosted on G2.com.

The simplicity of the use. Multiple options to crear departments and define sla. Review collected by and hosted on G2.com.

The Free plan doesn't include SLA management, which is a critical feature for us since we need to formally commit to and track service-level agreements with our client. We'd like more time to fully evaluate the Standard/Enterprise features before committing to a paid plan, especially SLA configuration and how it fits our support workflow across departments. Review collected by and hosted on G2.com.

Zoho Desk has helped us organize customer support in a much more structured way as our logistics platform has grown. We receive inquiries from shippers, carriers, and drivers through multiple channels, and having all tickets in one place makes it much easier to prioritize and track every request. The automation rules, SLA management, and ticket assignment features have reduced manual work for our support team, while the clean interface makes it easy for new team members to get up to speed quickly. We also appreciate how well it integrates with the rest of the Zoho ecosystem, which keeps customer information connected across our operations. Review collected by and hosted on G2.com.

Although Zoho Desk offers extensive customization, configuring advanced workflows, automations, and business rules requires a noticeable learning curve, especially for organizations with complex operational processes like logistics. The number of configuration options can feel overwhelming during the onboarding phase, and some settings are spread across different sections of the interface, making them harder to locate. We've also noticed that certain reports and heavily customized views can take longer to load as ticket volumes increase. It would be helpful if Zoho provided more industry-specific templates for logistics and transportation, along with a more guided onboarding experience for advanced automation. These improvements would reduce implementation time and help new teams realize value more quickly. Review collected by and hosted on G2.com.

Flexibility to create various fields in the tickets, which allows me to perform detailed analyses that contribute not only to my support but also to my product. Review collected by and hosted on G2.com.

Support is extremely slow and inefficient. First, I asked about WhatsApp connection during the trial period, and it took them 3 days to respond that it is not possible. There was not a hint of willingness to enable the feature, even after I explained that 100% of my support is offered there, so I was only testing records but couldn't test the main channel. Then, I asked about extending the trial period because of this evaluation here, 7 days have passed and I have not been answered. Review collected by and hosted on G2.com.

Zoho Desk is easy to set up and use. I like its intuitive interface, ticket management, automation, email integration, SLA management, and reporting features. It provides a complete help desk solution with good customization options and offers excellent value for the price. Review collected by and hosted on G2.com.

The main drawback I noticed is that some settings can be difficult to locate during the initial setup, especially for new administrators. For example, finding certain configuration options, such as regional settings or trial-related configurations, required additional time. Also, the pricing page displays region-specific currencies, which can be confusing when evaluating the product across different countries. Apart from that, my overall experience has been positive. Review collected by and hosted on G2.com.