Zoho Desk Reviews & Product Details

It's a very easy and cheap way to get started with customer ticket. I mainly use their web forms, which I find useful, but it takes a little bit of know-how to be able to actually integrate flawlessly into your website as embedded. It's very cheap and easy to get started. Review collected by and hosted on G2.com.

What I dislike is that not everything is worked out. For example on my website I use the advanced forms that Zoho provides but I heavily edited their code so you don't really get an out-of-the-box solution. You sometimes need to modify it a little bit yourself. But that's part of what I like about Zoho because it's highly customizable. Review collected by and hosted on G2.com.

The user interface feels advanced and sleek, and it makes it easy to find the features I need. Overall, the functionality is comprehensive, the pricing seems reasonable without being overly expensive, and the customer service is excellent—although it may be missing AI integration. Review collected by and hosted on G2.com.

Zoho Desk has a steep learning curve with confusing menus for new staff. It poorly integrates non-Zoho tools, relying on laggy third-party connectors. Core useful features are locked behind costly high-tier plans. Its mobile app lacks key functions, and email ticket sync often glitches, splitting message threads randomly. Official support replies slowly with generic template solutions. Review collected by and hosted on G2.com.

The ease of use and how I am able to communicate with my end-users in one location. It gives my business Fortune500 IT Help Desk look for less money. Review collected by and hosted on G2.com.

There is not one thing that I dislike at all. I have not ran into any issues yet. Review collected by and hosted on G2.com.

I like the report section, which helps me view every parameter clearly. Review collected by and hosted on G2.com.

What I need most is the ability to check all ticket reports in a single tab, and I’d like this to be an inbuilt feature. Review collected by and hosted on G2.com.

Zoho Desk keeps all customer emails and requests in one place, so nothing gets lost. Ticket assignment and statuses are easy to track, the interface is simple to learn, and it integrates well with other Zoho apps we use. Great value for the price compared to similar tools. Review collected by and hosted on G2.com.

Honestly, not much. The initial setup and configuration took some time to get right, and some advanced settings are a bit hidden in the menus. Occasionally the interface feels slower when loading, but overall these are minor issues compared to the benefits. Review collected by and hosted on G2.com.

Zoho Desk has been one of the easiest support platforms I've worked with for a growing business. Setting up multiple departments for different products was straightforward, and I was able to create dedicated support emails, customer portals, and automated ticket routing without needing a developer. The mobile app has been especially helpful because I receive instant ticket notifications even when email notifications aren't perfect. I also like the customization options, ticket history, knowledge base features, and how well it integrates with the rest of the Zoho ecosystem. For GhostNet Technologies, it has given us a professional customer support system that can scale as our business grows. Review collected by and hosted on G2.com.

Overall, Zoho Desk has been a great platform, but there are a few areas that could be improved. Setting up email notifications and outbound email authentication can be more complicated than expected, especially for smaller businesses configuring custom domains. The documentation is good, but I still had to spend time troubleshooting to get everything working correctly. I'd also like to see a more streamlined initial setup wizard and clearer guidance for DNS records, SPF, DKIM, and email routing. While the mobile app delivers notifications reliably, improving consistency between email and mobile notifications would make the experience even better. Review collected by and hosted on G2.com.

I like how it centralizes customer support into a single platform. I also appreciate its deep, seamless integration with other Zoho applications (like Zoho CRM), along with its strong automation tools. Review collected by and hosted on G2.com.

Setting up advanced automation features, like multi-department routing, custom modules, or the visual Blueprint process builder—takes a lot of time, technical effort, and trial and error. For new users, the onboarding and initial configuration can feel overwhelming, mainly because there are so many menus and options to navigate. Review collected by and hosted on G2.com.

I like how Zoho Desk keeps everything organized in one place. It makes it easy to track support requests, assign tickets to the right person, monitor progress, and make sure nothing gets overlooked. Review collected by and hosted on G2.com.

Some features in Zoho Desk can be difficult to customize, and certain settings are not always easy to find. It can take some time to learn where everything is and how to set it up for your specific needs. Review collected by and hosted on G2.com.

I like how easy the interface is to use and how straightforward it is to navigate, especially for new users. My team didn’t need much training to understand their way around it. Review collected by and hosted on G2.com.

Some of the more advanced customization was a bit of a hassle and ended up requiring a workaround. Review collected by and hosted on G2.com.

We stood up Zoho Desk (Enterprise edition, Canadian data centre) for Wise Operations to handle vendor invoice intake and customer support from zero, and a few specifics stand out after using it regularly:

The vendor-invoice workflow is what sold it. Emails to a dedicated address auto-create tickets, and we added a custom "Entered in accounting" status field so Desk acts as a transit/tracking layer feeding a separate accounting system — instead of manually copying invoice emails into a spreadsheet, they land as trackable tickets automatically.

Custom domain mapping (our own portal subdomain) worked cleanly once set up, and the API covers the fundamentals well — org info, departments, reply addresses, tickets — enough to drive most of the configuration programmatically rather than clicking through the console for everything.

On integrations, the one that matters most for us is Microsoft 365/Exchange Online — Zoho Desk sits right at the boundary of email deliverability, and the alias-vs-shared-mailbox distinction turned out to matter architecturally (aliases can't receive mail independently or take delegated access the way a shared mailbox can).

One thing worth flagging for anyone automating ticket creation from vendor email: if a vendor replies with a different subject line, Desk won't thread it — you get a duplicate ticket instead. Worth planning around before leaning on it heavily. Review collected by and hosted on G2.com.

I don’t like that I have to pay extra to use a custom URL when I already pay for the domain. Aside from that, the system is pretty great overall. Review collected by and hosted on G2.com.