We use Zoho Desk at Namaste Office to handle client queries for virtual office, GST registration and compliance services across multiple cities. What I like best is that every request, whether it comes by email or our website form, lands in one place as a ticket, so nothing gets missed. Assignment rules and canned responses save our team a lot of time on repetitive questions like document requirements and registration status. Because it connects with the other Zoho apps we already use, like Zoho Books, we can see a client’s history without switching tools. It’s also priced well for a small, growing business compared to similar helpdesk software. Review collected by and hosted on G2.com.

The initial setup takes some time to get right. Configuring workflows, assignment rules and blueprints has a learning curve, and the settings menu can feel overwhelming at first. The interface is functional but a bit cluttered compared to newer helpdesk tools, and some of the more useful features like advanced automation and certain integrations are only on higher-priced plans. The mobile app works for quick replies, but it’s more limited than the web version for managing tickets in detail. That said, none of these are deal-breakers once the system is set up. Review collected by and hosted on G2.com.

What I like most about Zoho Desk is how easy it makes managing customer support tickets in one place. The interface is straightforward, and the automation features help reduce repetitive work. I also appreciate the integration capabilities, especially the ability to connect Zoho Desk with other systems and streamline support workflows. Review collected by and hosted on G2.com.

One area that could be improved is the initial setup and configuration process. Some of the more advanced automation features and integrations can take time to understand and configure properly. The interface can also feel a little overwhelming when navigating through different settings. A more streamlined setup process and clearer documentation would make the overall experience better. 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.

What I like most about Zoho Desk is its user-friendly interface and its comprehensive ticket management features. It makes it simple to organize, track, and resolve customer queries efficiently. I also appreciate the automation, reporting, and integration capabilities, since they help streamline support workflows and improve overall team productivity. Review collected by and hosted on G2.com.

One thing I dislike about Zoho Desk is that some auto reply features and customization options can take time to understand and configure. The interface can also feel a little complex when managing multiple workflows or settings. A more intuitive setup experience and simpler navigation for advanced features would make it even better. 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.

What I like best about Zoho Desk is the balance between features, ease of use, and value for money. Even on the free plan, it offers a wide range of tools that many competing help desk platforms reserve for paid tiers.

The UI/UX is clean, intuitive, and easy to navigate, making it simple to learn and use from day one. The setup process was straightforward, and I was able to get everything running quickly without needing extensive documentation or training.

In terms of integrations, Zoho Desk works well within the wider Zoho ecosystem and supports connections with many other services, helping streamline support workflows.

Performance has been excellent. The platform feels fast and responsive, with only a few seconds of delay between an email being sent and the corresponding ticket appearing in Zoho Desk. This makes it practical for handling customer requests efficiently.

From a pricing and ROI perspective, Zoho Desk offers excellent value. The free version is feature-rich, and the paid plans are reasonably priced considering the functionality provided.

Support and onboarding have been smooth thanks to the platform's user-friendly design and easy setup process, reducing the learning curve for new users.

While I haven't personally used the AI features yet, it's reassuring to know that intelligent automation and AI-powered capabilities are available as the platform grows with a business's needs. Review collected by and hosted on G2.com.

While I have had a positive experience overall, there are a few areas where Zoho Desk could improve.

From a pricing perspective, my biggest concern is that the Knowledge Base feature requires a paid plan. For small businesses and startups, having access to self-service guides and FAQs can significantly reduce the number of support tickets. Requiring a plan that starts at around £16 per month for this functionality may be a barrier for some smaller organizations.

In terms of UI/UX and customization, I would like to see more flexibility when customizing the customer-facing portal and website. While the interface is easy to use, making deeper visual or layout changes can be difficult and may require more time and effort than expected.

The platform's performance has been reliable and fast in my experience, and I have not encountered any major issues with speed. I also have not used the AI features enough to provide meaningful feedback on that area.

Overall, my main criticisms are the additional cost of the Knowledge Base and the limited ease of customization for businesses that want a more tailored support portal. Review collected by and hosted on G2.com.

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.