I like having one centralized place to manage support requests. Instead of keeping track of conversations through individual email inboxes, incoming emails can become tickets that can be assigned, categorized, prioritized, and tracked through completion. I think Zoho Desk provides very good value for the price. There are a lot of features included for managing tickets, automating workflows, organizing different support channels, and customizing the system to fit our processes. We are able to build a much more structured support system without the cost of some of the larger help desk platforms. The integration with other Zoho products also adds a lot of value for us since we can keep more of our processes within the same ecosystem. Review collected by and hosted on G2.com.

The biggest downside is that some of the setup can be more complicated than expected. There are a lot of settings and customization options, which is great once you understand them, but figuring out where certain settings are located or how different features work together can take some time. Review collected by and hosted on G2.com.

Centralized ticket management is what I like most about Zoho Desk. The automation features minimize human labour, the customizable workflows enhance support team effectiveness, and the reporting dashboards offer insights on how the teams are performing. It is also integrated easily with other business apps that make it a fully-fledged customer support solution Review collected by and hosted on G2.com.

The interface itself can be slightly intimidating for newcomers, and some configurations or automation settings require a bit of learning. Review collected by and hosted on G2.com.

Zoho Desk has been a game-changer for managing client support at our web development and Google Ads agency. The ticket automation rules save us hours every week — emails automatically convert to tickets and get assigned to the right department. The integration with Zoho CRM is seamless, so our support and sales data stay in sync. Multi-department setup, canned responses, and the mobile app make it easy to handle client queries on the go. The AI-powered response suggestions are an unexpected bonus that speeds up our reply time significantly. Review collected by and hosted on G2.com.

The initial setup and configuration can be a bit overwhelming for new users, as there are too many options and menus to navigate through. The onboarding process could be more guided and intuitive. Also, some advanced reporting features are locked behind higher-tier plans, which can be limiting for small agencies. The mobile app, while functional, could use some UI improvements for a smoother experience. Review collected by and hosted on G2.com.

Zoho Desk is a user-friendly and cost-effective service desk solution that offers an intuitive interface, strong integration capabilities, reliable performance, and excellent value for money. The platform is easy to deploy and manage, supported by comprehensive onboarding resources and responsive support. Its AI-powered features help improve productivity through automation, ticket management, and intelligent recommendations, making it a practical and scalable solution for organizations seeking an efficient support platform. Review collected by and hosted on G2.com.

One area for improvement is the relatively short trial period, which may not provide sufficient time for organizations to fully evaluate the platform's capabilities before making a purchasing decision. Additionally, the inability to change the primary email address after the trial period has ended can create administrative challenges, particularly when transitioning from an individual user's account to a shared or departmental email address. Providing greater flexibility in account management and extending the evaluation period would further enhance the overall user experience. Review collected by and hosted on G2.com.

Our overall experience with Zoho Desk has been positive. It helps us keep support requests organized, track progress, and make sure tickets reach the right people. The automation and customization options are valuable, and once the initial setup is in place, day-to-day work becomes easier. Some settings could be more intuitive, but overall it has been a reliable tool for our team. Review collected by and hosted on G2.com.

The interface can feel cluttered, and finding the right settings isn’t always intuitive. Configuring workflows and customizing reports can take more effort than expected. Simpler navigation and clearer guidance for advanced features would make the product easier to use. Review collected by and hosted on G2.com.

Zoho Desk has been easy to configure and incredibly good value. The multi-department setup lets us manage two separate product lines in one account, and the workflow automation — including custom Deluge functions for ticket routing — is powerful without being overly complex. Zia's agent assist suggestions and the built-in Knowledge Base have been standouts for our support team. Review collected by and hosted on G2.com.

The UI feels a bit dated compared to tools like HubSpot, and there's a learning curve when getting started — especially around Deluge scripting for custom functions. A few workflows that seem straightforward require more configuration steps than expected, and error messaging in the function editor could be clearer. Review collected by and hosted on G2.com.

I like Zoho Desk because it is easy to use and helps me manage, track, and resolve student queries in one place. Review collected by and hosted on G2.com.

Sometimes Zoho Desk can be a little slow and it takes extra time to find or update tickets. Apart from that, it is useful for managing queries. Review collected by and hosted on G2.com.

In Zoho Desk, the best part for me is the workflow setup. It’s very easy to create customized workflows and tailor them to what I need. Review collected by and hosted on G2.com.

The external tools integration part gave me negative vibes in the initial days, because it took more time to connect with the Zoho team and other external people to complete the setup. Review collected by and hosted on G2.com.

What I find most useful about Zoho Desk is how easy it is to set up. I was able to get everything ready to use and start working with it in a short amount of time. Review collected by and hosted on G2.com.

Mobile App Limitations: Some users feel the mobile app isn’t as robust as the desktop version. They report occasional sync issues and note that certain features or functions can be limited, which may make it harder for support agents who need reliable on-the-go access. Review collected by and hosted on G2.com.

We're a mid-size manufacturer with a small IT team that was running all customer service out of a shared Outlook mailbox. No ticket tracking, no SLAs, no reporting — just email chaos. We stood up Zoho Desk in under a day and immediately had structured ticketing, auto-assignment, and a real queue. Setup was straightforward enough that we didn't need a consultant. The multi-department capability on the Professional tier is exactly what we needed to separate Customer Service, IT Support, and SAP application support under one platform without buying three tools. Reporting alone has already surfaced patterns we couldn't see before. For the price point, it's hard to beat. Still evaluating phone integration with our Zultys system via Flex Plus — early signs are positive. Review collected by and hosted on G2.com.

Nothing. This has been a very tight and straight forward process Review collected by and hosted on G2.com.