Zoho Desk Reviews & Product Details

Our Company has used multiple ticketing systems in the past and we have always had issues one way or another with how complicated they are to setup. Zoho was very simple and yet it's proven to be robust in its ability to setup specific customer emails (creating individual emails for each customer to submit tickets through), automate ticket opening and classification through your ability specific filters that will look through the email and organize it into which departments will be responsible for the ticket. Review collected by and hosted on G2.com.

The Zoho Support chat page was a little problematic. I had tried to use the support chat for a question and when I did it said that there was no support agent available and someone would reach back out to me after I submit my request. I submitted and it blanked the chat window and showed no record that I had typed anything. I had to type my question back out and it took, no agent was available and I did not receive a follow up. I submitted the question again the next day and did get a agent who was able to assist. Review collected by and hosted on G2.com.

You have the flexibility to create custom ticket layouts, set SLAs, assign priorities, and configure blueprints for workflow states, as well as use templates. This allows you to tailor the system to fit your own processes, instead of having to change your workflow to suit the software. Review collected by and hosted on G2.com.

Some users believe there is insufficient control over notifications, citing an excess of alerts and a lack of options to precisely manage which notifications are sent to specific agents. Email integrations can also be troublesome at times, with reports of delays, missing incoming messages, formatting problems, forwarding difficulties, and challenges related to spam filtering. Review collected by and hosted on G2.com.

My favorite thing about Zoho Desk is that it has all of the tools you need. And in case you're looking for more to utilize, It has those too. Under the hood you won't find expensive looking bells and whistles to steal your attention. You find a simple yet super effective layout. I have a small team but I was able to set our entire workflow up myself in a short time and found ample features the biggest names in the industry don't include by default or without 3rd party integrations built right into Zoho Desk. We still have much to learn I'm sure but Zoho Desk has increased the speed at which we're able to respond to tickets and thus shrunk the time to close tickets thanks to built in approval requesting and chatting directly with end users. I have not reached out to Zoho Customer Support as everything I've needed has been straight forward and seemed to just work flawlessly. Review collected by and hosted on G2.com.

As a small team I find the downsides to be the options like teams that I can't really toggle off. With my current workflow they aren't really necessary but at the same time if I set them up properly now it could save me confusion later as staff count grows. I guess the downside is more like a bitter upside. Review collected by and hosted on G2.com.

What I appreciate most about Zoho Desk is its contextual AI assistant, Zia. Zia proactively suggests responses, identifies sentiment, and flags tickets that may need escalation. This feature speeds up agent response times and helps maintain consistent, high-quality support by:

- Automating repetitive tasks, such as categorizing or tagging tickets

- Surfacing relevant knowledge-base articles at the moment of need

- Highlighting negative sentiment so teams can intervene before issues escalate

By integrating AI insights directly into the ticketing workflow, Zoho Desk allows support teams to focus on solving customer problems instead of dealing with manual processes. Review collected by and hosted on G2.com.

The mobile app's interface feels cluttered and is hard to navigate.

Truly detailed reporting requires a higher-tier plan or external BI tools.

Extensive customizations often need scripting or help from a developer. Review collected by and hosted on G2.com.

This tool offers a wide range of functionalities that are essential for organizing agent work to meet business needs. It supports integration with bots from various platforms and even includes a bot builder. Additionally, it can be fully customized to reflect the company's brand. Review collected by and hosted on G2.com.

Bot builder comes with the more expensive plan, which also comes with a bunch of functionalities that I wouldnt need for my company size, Id wich bot builder would come in the lower plans. Review collected by and hosted on G2.com.

The software is very easy to setup and use. They have a number of helpful tips and tricks that are displayed when setting up that greatly improved my experience. When building ticket layouts you work in a what you see is what you get (WYSIWYG) format. So no coding is needed. Straight forward drop down boxes and check boxes with the ability to link to knowledgebase articles write then and there is great.

Overall value for the money is extraordinary. Integration with your domain, email and website are flawless. Thumbs up. Review collected by and hosted on G2.com.

Not many. You do reach the edges of its capabilities as you do with all software. One example would be the inability to not enter a email address in a webform if you have employees who do not have one. It is a required field.

Web Forms fields do not have a drag and drop text field. By this I mean a description box . In the above example I would like to add a simple description below the required email address field to tell the user to simply enter the main company's email address. As they provide you with the web form code readily, this is not a major issue. You can add it in yourself. Just an example of a couple little quirks. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is its user-friendly interface and robust automation features, which make managing customer support tickets much more efficient. The platform also provides useful reporting and integrations that help streamline the entire support process. Review collected by and hosted on G2.com.

Some downsides of Zoho Desk Support Suite include limited customisation compared to other platforms, and certain advanced features are only available on higher-tier plans. The interface can sometimes be slow or feel less intuitive. As for Zendesk, common downsides are a steep learning curve, high cost for advanced features, and complexity that may be overwhelming for smaller teams. Review collected by and hosted on G2.com.

What I love most about Zoho Desk is how easy it makes managing support tickets. Everything’s laid out clearly, and it doesn’t feel overwhelming like some other platforms. I can quickly see what needs attention, assign tasks, and keep track of conversations all in one place.

The automation tools are a huge time saver, and the way it integrates with other Zoho apps is super helpful. Plus, Zoho’s AI assistant Zia is pretty impressive it’s like having an extra team member suggesting helpful actions and keeping things organized.

Overall, Zoho Desk just makes support work feel a lot smoother and less stressful. Review collected by and hosted on G2.com.

While I really like using Zoho Desk, there are a few areas that could be improved. The initial setup can feel a bit overwhelming, especially if you're not already familiar with the Zoho ecosystem. There's a bit of a learning curve when trying to customize workflows or automation rules.

Also, some of the more advanced features like detailed reporting or multi-brand support are only available in higher-tier plans, which might not be ideal for smaller teams or startups on a tight budget.

That said, once you get the hang of it, the platform becomes incredibly powerful. I just think a more beginner-friendly setup process and a little more flexibility in the pricing plans would make it even better. Review collected by and hosted on G2.com.

I have used a lot of ticket systems over the last two years and i will say that zoho has been a very good fit on how everything is easy to setup. Yes it does take some time to get use to but after you get the hang of things it works very good Review collected by and hosted on G2.com.

I have been using it for over the last year and have not had one problem and have not found anything that did not work the way it should have. Review collected by and hosted on G2.com.

I have been using zoho desk from 8 months platform offers excellent ticket management improve communication with the client allows to check open tickets and closed tickets. Easy to learn and easy to use Review collected by and hosted on G2.com.

Limited customization options, mobile application is seen as less comprehensive than the desktop version Review collected by and hosted on G2.com.