We're in the process of implementing Zoho Desk as our ticketing system for a compliance and risk management department, and overall the platform has been solid for the price point. Setup has been fairly intuitive — creating departments, configuring notification rules, and building ticket templates all worked as expected without needing extensive documentation.

The permissions and roles system is granular, which is useful for controlling access across a team, though it does require some digging to understand which specific permission governs which action (for example, status updates and replies are controlled separately, which wasn't immediately obvious). Email channel setup was straightforward once we understood the verification steps required.

We haven't yet used the platform long enough to evaluate reporting, SLA automation, or scaling across a larger ticket volume, but for initial configuration and day-to-day ticket handling, it's met our needs so far. Would recommend to teams looking for a flexible, mid-market help desk solution. Review collected by and hosted on G2.com.

The support is very difficult to get answers from, very little help. Review collected by and hosted on G2.com.

I find the knowledge base to be one of the most robust and user friendly systems out there. The integration options are phenomenal in particular being able to connect to Teams and Office 365.

The pricing plans are extremely reasonable and include all the items you need for the type of business you run. Setting up your instance is quick and easy to do and if you do have any issues, they have support there to get you on your way. Review collected by and hosted on G2.com.

I feel that there could be more features included in the Standard version. Having to upgrade to a different plan for a couple of features that I was hoping to have is a setback, but not a deal breaker. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is its great value for money, strong integration capabilities with other software, and its open API. These features make it flexible to use and very convenient for data analysis and customized workflows. Review collected by and hosted on G2.com.

The interface could be more streamlined and user-friendly. There are too many default views and reports, many of which are not closely related to our actual business needs. We would also like more flexibility in report customization, as the current setup process for personalized configurations can be quite time-consuming and complicated. Review collected by and hosted on G2.com.

I like:

Omnichannel Support

Zia AI Capabilities

Custom Automation & Workflows

Extensive Ecosystem Integration

Self-Service Knowledge Base

Cost-Effective Scalability Review collected by and hosted on G2.com.

I do like:

Steep Learning Curve for Customization

Cluttered and Dated Interface

Inconsistent Mobile App Performance

Clunky Third-Party Integrations Review collected by and hosted on G2.com.

It helped us move Customer support from email to a structured ticketing platform. And we really needed that. The UI interface is intuitive and the onboarding experience was seamless. I also like that it loads quickly and every operation is smooth Review collected by and hosted on G2.com.

I have not experienced anything so far that would make me dislike it Review collected by and hosted on G2.com.

I like Zoho Desk's great customer support services. I'm impressed by how they can remotely assist in sorting out issues quickly. It's particularly helpful for handling situations when emails don't reach the intended mailbox or get lost, as they help find the root cause and provide solutions to service the client effectively. Review collected by and hosted on G2.com.

Their rules are not as dynamic as I would like. For example, when creating an assignment that involves collecting data from a chat and assigning it to a consultant after the chatbot conversation ends, it's a bit challenging to ensure that's handled smoothly in Zoho Desk. Review collected by and hosted on G2.com.

Overall, our experience with Zoho Desk has been positive. It provides a solid and flexible platform for managing customer support tickets, workflows, knowledge articles and multiple communication channels. The system is especially useful for centralizing support activities and improving visibility across the team. Some parts of the configuration and reporting could be more intuitive, but once the environment is properly set up, it works reliably for day-to-day support operations. Review collected by and hosted on G2.com.

What do you dislike most about the product or service?

1. The interface can feel a little crowded, especially for new users.

2. Advanced configuration and automation can take time to understand and set up correctly.

3. Reporting and dashboard customization could be more flexible and user-friendly.

4. Some settings are spread across different areas of the platform, which can make administration less intuitive.

5. Documentation is available, but finding the exact information needed for more complex configurations can sometimes take time. Review collected by and hosted on G2.com.

Zoho Desk stands out for its ease of use, automation features, omnichannel ticket management, and seamless integrations. It has helped us streamline customer support, improve response times, and deliver a better customer experience while scaling our operations efficiently. Review collected by and hosted on G2.com.

The initial setup and advanced automation can take some time to learn, and the reporting module could be more flexible. Other than that, Zoho Desk has been a reliable and effective support platform for our team. Review collected by and hosted on G2.com.

What I like most are the ticket management and automation features. They help us keep all customer queries in one place, and they make it simple to track each request and follow up without missing anything. The integration with other Zoho apps is also very useful for our team. Review collected by and hosted on G2.com.

Some of the settings are a little difficult to find, and the initial setup can be confusing. It takes some time to fully understand all the features. Overall, I feel the setup process could be made simpler and more straightforward. Review collected by and hosted on G2.com.

I appreciate its ability to centralize customer support, its deep integration with the wider Zoho ecosystem, and its extensive automation tools. Review collected by and hosted on G2.com.

Advanced features, such as the visual Blueprint process builder, can be challenging to set up correctly without a dedicated administrator, and often require some trial and error to get working properly. Review collected by and hosted on G2.com.