--- title: Zoho Desk Reviews meta\_title: 'Zoho Desk Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 7834 reviews by the users' company size, role or industry to find out how Zoho Desk works for a business like yours. aggregate\_rating: rating\_value: 4.4 review\_count: 7834 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Zoho Desk Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users praise the **intuitive and user-friendly interface** of Zoho Desk, enhancing ticket management and customer communication seamlessly. [(710 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1333002&qs=pros-and-cons#reviews) Users appreciate the **intuitive interface and automation features** of Zoho Desk, enhancing support operations and team performance. [(517 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1336617&qs=pros-and-cons#reviews) Users highly value the **efficient ticket management** of Zoho Desk, noting its seamless operation and valuable automation features. [(377 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1340415&qs=pros-and-cons#reviews) Users appreciate the **seamless integrations** in Zoho Desk, enhancing collaboration and streamlining customer interaction management. [(360 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1339599&qs=pros-and-cons#reviews) Users love the **intuitive interface** of Zoho Desk, making ticket management and communication seamless and efficient. [(343 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1333937&qs=pros-and-cons#reviews) Users face a **difficult learning curve** with Zoho Desk due to an inconsistent UI and complex reporting processes. [(329 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1334350&qs=pros-and-cons#reviews) Users face a **steep learning curve** with Zoho Desk due to inconsistent UI and complex customization processes. [(233 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1340485&qs=pros-and-cons#reviews) Users find **limited customization** challenging, as it complicates maintenance and onboarding in Zoho Desk. [(196 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1337881&qs=pros-and-cons#reviews) Users find the **complexity of advanced features** in Zoho Desk can be frustrating and time-consuming to navigate. [(191 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1337750&qs=pros-and-cons#reviews) Users find Zoho Desk's **non-intuitive interface** challenging, making navigation and functionality harder to grasp. [(181 mentions)](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1334433&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Zoho Desk ##### 1. Ease of Use Users praise the **intuitive and user-friendly interface** of Zoho Desk, enhancing ticket management and customer communication seamlessly. [ See 710 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1333002&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 5.0/5 "Zoho Desk: A One-Stop Solution with Smooth Setup" What do you like about Zoho Desk? I find Zoho Desk to be a one-stop solution for connecting with vendors and customers, and it helps keep all our data together. I like the feature wher MO Maged O. Mid-Market (51-1000 emp.) 5.0/5 "Zoho Desk" What do you like about Zoho Desk? - User‑friendly interface: The layout is clean and intuitive, making it easy for agents to navigate and manage tickets without a steep learning curve. ##### 2. Features Users appreciate the **intuitive interface and automation features** of Zoho Desk, enhancing support operations and team performance. [ See 517 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1336617&qs=pros-and-cons#reviews) See Related User Reviews RU Richard U. Mid-Market (51-1000 emp.) 5.0/5 "Very simple Layout, great features" What do you like about Zoho Desk? It’s similar to our old ticketing system, but it comes with more features and feels like a clear step up overall. MO Maged O. Mid-Market (51-1000 emp.) 5.0/5 "Zoho Desk" What do you like about Zoho Desk? - User‑friendly interface: The layout is clean and intuitive, making it easy for agents to navigate and manage tickets without a steep learning curve. ##### 3. Ticket Management Users highly value the **efficient ticket management** of Zoho Desk, noting its seamless operation and valuable automation features. [ See 377 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1340415&qs=pros-and-cons#reviews) See Related User Reviews RU Richard U. Mid-Market (51-1000 emp.) 5.0/5 "Very simple Layout, great features" What do you like about Zoho Desk? It’s similar to our old ticketing system, but it comes with more features and feels like a clear step up overall. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") I Verified User Small-Business (50 or fewer emp.) 4.0/5 "Ticketing solution with Zoho Desk" What do you like about Zoho Desk? My trial of Zoho Desk was smooth and impressive. Setup was quick, tickets were automatically organized, and the interface was clean and easy to naviga ##### 4. Integrations Users appreciate the **seamless integrations** in Zoho Desk, enhancing collaboration and streamlining customer interaction management. [ See 360 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1339599&qs=pros-and-cons#reviews) See Related User Reviews MO Maged O. Mid-Market (51-1000 emp.) 5.0/5 "Zoho Desk" What do you like about Zoho Desk? - User‑friendly interface: The layout is clean and intuitive, making it easy for agents to navigate and manage tickets without a steep learning curve. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "“Great Omnichannel Support Tool for SMBs” “Solid Help Desk with Excellent Automation Features”" What do you like about Zoho Desk? . Customer Support Integration Zoho Desk brings customer inquiries from email, web forms, live chat, social media, and phone into a single, unified t ##### 5. Intuitive Users love the **intuitive interface** of Zoho Desk, making ticket management and communication seamless and efficient. [ See 343 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1333937&qs=pros-and-cons#reviews) See Related User Reviews MO Maged O. Mid-Market (51-1000 emp.) 5.0/5 "Zoho Desk" What do you like about Zoho Desk? - User‑friendly interface: The layout is clean and intuitive, making it easy for agents to navigate and manage tickets without a steep learning curve. ![Kesavan K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kesavan K.") KK Kesavan K. Small-Business (50 or fewer emp.) 4.5/5 "User-Friendly and Easy to Configure" What do you like about Zoho Desk? Easy to setup and many features are available ### 5 Cons or Disadvantages of Zoho Desk ##### 1. Learning Curve Users face a **difficult learning curve** with Zoho Desk due to an inconsistent UI and complex reporting processes. [ See 329 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1334350&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Flexible Fields and Workflows That Adapt to Your Needs" What do you dislike about Zoho Desk? A big frontloaded to get setup but not much to do when a system is complex to build ![Bill D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bill D.") BD Bill D. Small-Business (50 or fewer emp.) 4.5/5 "Keeps Support Tickets Organized and Easy to Manage" What do you dislike about Zoho Desk? There’s a bit of a learning curve. It seems really useful, but at the beginning it takes some time to get used to and feel comfortable with it. ##### 2. Steep Learning Curve Users face a **steep learning curve** with Zoho Desk due to inconsistent UI and complex customization processes. [ See 233 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1340485&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Flexible Fields and Workflows That Adapt to Your Needs" What do you dislike about Zoho Desk? A big frontloaded to get setup but not much to do when a system is complex to build ![Bill D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bill D.") BD Bill D. Small-Business (50 or fewer emp.) 4.5/5 "Keeps Support Tickets Organized and Easy to Manage" What do you dislike about Zoho Desk? There’s a bit of a learning curve. It seems really useful, but at the beginning it takes some time to get used to and feel comfortable with it. ##### 3. Limited Customization Users find **limited customization** challenging, as it complicates maintenance and onboarding in Zoho Desk. [ See 196 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1337881&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Solid Help Desk Tool for Growing Teams" What do you dislike about Zoho Desk? One drawback of Zoho Desk is that some of the advanced customization options and automation features can feel a bit complex to configure, especially f ![Arpit S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Arpit S.") AS Arpit S. Small-Business (50 or fewer emp.) 4.0/5 "Great for Accounting" What do you dislike about Zoho Desk? One downside of Zoho Desk is that the interface can feel slightly complex at first, especially for new users. There’s a learning curve when setting up ##### 4. Complexity Users find the **complexity of advanced features** in Zoho Desk can be frustrating and time-consuming to navigate. [ See 191 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1337750&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Flexible Fields and Workflows That Adapt to Your Needs" What do you dislike about Zoho Desk? A big frontloaded to get setup but not much to do when a system is complex to build ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Solid Help Desk Tool for Growing Teams" What do you dislike about Zoho Desk? One drawback of Zoho Desk is that some of the advanced customization options and automation features can feel a bit complex to configure, especially f ##### 5. Not Intuitive Users find Zoho Desk's **non-intuitive interface** challenging, making navigation and functionality harder to grasp. [ See 181 mentions ](https://www.g2.com/products/zoho-desk/reviews?filters%5Bsentiment_snippet%5D=1334433&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "Easy Setup, Great Value and WCAG 2.2 Compliance—But the Agent UI Feels Clunky" What do you dislike about Zoho Desk? It's interface of the agent side is rather clunky. It has settings that make it more usable, but it's never quite perfect. ![Deepak C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Deepak C.") DC Deepak C. Small-Business (50 or fewer emp.) 4.0/5 "Auto-Assign, Email Tracking, and Responsive Customer Support" What do you dislike about Zoho Desk? user interface need to more friendly consider to minimize charges ME Mustafa E. System Administrator Mid-Market (51-1000 emp.) 8/10/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Helps us keep track of customer messages easily" 4/5 What do you like best about Zoho Desk? I like how it puts all customer emails into one clear list. It makes it simple to see who is handling which task so messages dont get lost. The automatic assignment rules work well for us and save us time every morning. Also syncing it with our CRM helps us see basic user info quickly without leaving the page. Review collected by and hosted on G2.com. What do you dislike about Zoho Desk? The setup settings can be a bit confusing at first because there are too many options in the menu. It takes some time to learn how to build custom reports. Also the mobile app is ok for basic things, but sometimes it feels a bit slower than using it on a computer browser Review collected by and hosted on G2.com. What problems is Zoho Desk solving and how is that benefiting you? It helps us stop losing track of customer emails. Before this, we were replying from a shared inbox and sometimes two people answered the same mail. Now every email becomes a ticket assigned to one person. It makes our support work much faster and less chaotic Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13233241/official_response/edit) Hello Mustafa, Thank you for sharing your feedback. We understand that the setup menu can felt confusing initially when there are many configuration options available. Could you please share which setup areas felt difficult to navigate, such as email channels, users/permissions, workflows, automations, layouts, reports, or integrations? Regarding custom reports, please share the type of report you were trying to build, along with the expected metrics, filters, or export format. For the mobile app slowness, it would help if you could share the device model, OS version, app version, specific action/page where the delay was noticed, and whether it happens consistently or only with certain tickets/actions. These details will help us validate the concerns and review where the setup, reporting, and mobile experience can be improved. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk Current UserValidated ReviewerSource: Organic TA Thomas A. Administrator Small-Business (50 or fewer emp.) 8/6/2026 "Efficient and clear solution for customer service" 4.5/5 What do you like best about Zoho Desk? What I particularly like about Zoho Desk is the centralized and clear management of all customer inquiries. Tickets can be clearly assigned, prioritized, and processed in a comprehensible manner. This ensures transparency among multiple employees about who is handling which issue and what the current processing status is. Additionally, automations, templates, and evaluations significantly ease the daily work routine. Review collected by and hosted on G2.com. What do you dislike about Zoho Desk? What I like less about Zoho Desk is that some settings and functions are unnecessarily nested and therefore difficult to find. The user interface does not seem particularly intuitive in some places, and minor adjustments sometimes require a disproportionately high effort. Additionally, the search function, performance, and clarity with many tickets could be improved. Review collected by and hosted on G2.com. What problems is Zoho Desk solving and how is that benefiting you? From my perspective, there are only a few areas for improvement with Zoho Desk. Some settings could be arranged more clearly, and certain functions could be made more intuitively accessible. The performance and the search function can also be optimized in certain areas. Overall, however, Zoho Desk offers a solid and comprehensive solution for daily ticket processing. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13218904/official_response/edit) Hello Thomas, Thank you for sharing your feedback. We understand that some settings or functions felt deeply nested, harder to locate, and minor changes took more effort than expected. Could you please share a few examples of the settings or adjustments that were difficult to find or configure? This will help us understand whether the concern is related to menu placement, naming, grouping, or overall navigation flow. Regarding search, performance, and clarity with large ticket volumes, please share the specific search terms used, expected vs actual results, approximate ticket volume, pages where performance delays were noticed, and the loading time observed. These details will help us validate the behavior and review where improvements can be made in usability, search relevance, and performance. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk Current UserValidated ReviewerSource: OrganicAI Translated TW tang w. International After-Sales Service Department · Manager Mid-Market (51-1000 emp.) 8/4/2026 "Great ticketing system for after-sales support" 5/5 What do you like best about Zoho Desk? Great ticketing system for after-sales support Our team is currently trialing Zoho Desk, mainly for handling after-sales inquiries and technical support tickets from overseas customers. What impresses us most is how intuitive the ticket management system is. Email-to-ticket conversion works smoothly, and all customer requests are consolidated into a single dashboard. Team members can view each other's ticket responses, which ensures full transparency across the board. We no longer have to worry about service emails sent to our shared mailbox being missed or left unanswered. Additionally, the multilingual interface is a big plus when serving international customers, and the learning curve for our team has been minimal. New staff onboarding time has been significantly reduced as well. Review collected by and hosted on G2.com. What do you dislike about Zoho Desk? We're still in the trial phase, and the core features largely meet our day-to-day needs so far. We haven't encountered any major issues. However, the 15-day trial period does feel a bit tight. After-sales support often involves real customer scenarios and cross-team collaboration, so we need sufficient time to simulate complete workflows and test response efficiency under different conditions. This will help us accurately determine which plan to purchase and how many admin seats we actually need. A few extra days would give us more confidence in making the right decision. Review collected by and hosted on G2.com. What problems is Zoho Desk solving and how is that benefiting you? Zoho Desk helps us centralize all after-sales tickets from overseas distributors, ensuring every equipment issue and technical inquiry is promptly tracked and resolved. It eliminates the risk of missed emails or delayed responses. This not only improves distributor satisfaction but also strengthens their trust in our partnership, providing solid after-sales support that fuels our overseas business expansion. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13204436/official_response/edit) Hello Tang, Thanks for sharing your feedback. As per your concern, we'll help you get the extended trial for your Zoho Desk portal. Regards - Theo | Zoho Desk. Current UserValidated ReviewerSource: Organic JE JD E. Network Engineer Small-Business (50 or fewer emp.) 7/29/2026 "Simple ticketing and knowledge base, with rigid tools and dismal search" 3.5/5 What do you like best about Zoho Desk? 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. What do you dislike about Zoho Desk? 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. What problems is Zoho Desk solving and how is that benefiting you? Zoho Desk is solving our need for a ticketing system and knowledge base. That allows us to keep institutional knowledge in one place. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13181857/official_response/edit) Hello JD, Thank you for sharing your feedback. We’d like to validate the concerns you mentioned in more detail. Regarding the Slack integration, could you share the detailed SLA notification requirement you are trying to achieve? Also, kindly share the community post you referred to, so we can review the context and current status from our end. For ticket and knowledge base search, please share a few examples of search terms used, the expected result, and the actual result returned. This will help us check whether the issue is related to keyword matching, filters, indexing, article visibility, or search behavior. Also, Advanced Search has not been removed. If you are unable to access it, please share a screenshot or the location where you previously used it, so we can confirm whether this is related to UI navigation. Regarding difficulty finding settings, please share the specific setting or configuration you were trying to locate. This will help us understand whether the concern is related to menu placement, naming, grouping, or discoverability. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk Current UserValidated ReviewerSource: Organic Review from User Profile ![Muhammed A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Muhammed A.") MA Muhammed A. Technical Project Manager Information Technology and Services Small-Business (50 or fewer emp.) 7/25/2026 "Streamlined Multichannel Support with Powerful Automation in Zoho Desk" 4.5/5 What do you like best about Zoho Desk? 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. What do you dislike about Zoho Desk? 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 problems is Zoho Desk solving and how is that benefiting you? Zoho Desk has solved one of our biggest operational challenges: managing customer support from multiple user groups in a single, organized platform. Before using it, requests from customers, drivers, and business partners could arrive through different channels, making follow-up and accountability difficult. Now every inquiry becomes a tracked ticket with clear ownership, priorities, and response deadlines, which has significantly improved our response consistency and SLA performance. The AI-powered recommendations and automation features reduce repetitive work by helping categorize tickets and suggest responses, allowing our support team to focus on more complex issues. The reporting and analytics also give us valuable insight into recurring customer pain points, enabling us to improve both our support processes and the CargoX platform itself. Overall, the time savings, improved customer satisfaction, and increased team productivity have delivered a strong return on investment. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13164462/official_response/edit) Hello Muhammed, Thank you for sharing your detailed feedback. We understand that configuring advanced workflows, automations, and business rules can involve a learning curve, especially for businesses with complex operational processes such as logistics and transportation. Could you please share which specific configurations felt difficult to set up or locate, such as workflow rules, assignment rules, SLAs, blueprints, business rules, reports, or custom views? It would also help if you could share the type of logistics workflow you were trying to implement. Regarding reports and customized views taking longer to load, please share the report/view type, approximate ticket volume, filters used, and the loading time observed. This will help us validate whether the delay is related to data volume, filters, customization, or performance. We’ll also share your feedback regarding industry-specific templates and more guided onboarding for advanced automation with the product team for review. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerSource: G2 invite ![Paulo R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Paulo R.") PR Paulo R. Gerente de produto e suporte Small-Business (50 or fewer emp.) 7/8/2026 "Better support management, with statistics that can improve the product - but the support is terrible" 3.5/5 What do you like best about Zoho Desk? 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. What do you dislike about Zoho Desk? 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. What problems is Zoho Desk solving and how is that benefiting you? Currently, my service is only through a communication tool, not a ticket management tool. So it will help me with SLA control, deadline alerts, and responsibility management. All of this in a practical way, with an irrelevant increase in work since the ticket registration is quite agile. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13077262/official_response/edit) Hello Paulo, Thank you for sharing your feedback. We apologize for the delay in responding to your WhatsApp channel and trial extension queries. We understand that this impacted your ability to complete the evaluation properly. Could you please drop an email to support@zohodesk.com with the ticket/case IDs related to both queries? We’ll review them from our end, help extend the trial for further testing, and ensure that your upcoming responses are handled in a timely manner. Regards - Theo | Zoho Desk 7/17/2026 Current UserValidated ReviewerSource: OrganicAI Translated AS Aaditya S. Helpdesk Support Small-Business (50 or fewer emp.) 7/16/2026 "Easy Setup, Intuitive Ticketing, and Great Value with Zoho Desk" 5/5 What do you like best about Zoho Desk? 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. What do you dislike about Zoho Desk? 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 problems is Zoho Desk solving and how is that benefiting you? Zoho Desk has helped centralize our support process by converting emails into tickets, making it easier to track, assign, prioritize, and resolve requests. Features like automatic acknowledgements, notifications, ticket assignment, and multi-level escalation have improved visibility and collaboration within the support team. Overall, it provides a structured workflow that helps ensure customer requests are handled efficiently and nothing is missed. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13116193/official_response/edit) Hello Aadithya, Thank you for sharing your detailed feedback. We understand that some settings can be difficult to locate during the initial setup, especially for new administrators. Could you please share which specific regional settings or trial-related configurations were difficult to find? This will help us understand whether the concern is related to menu placement, naming, setup flow, or documentation guidance. Regarding the pricing page showing region-specific currencies, could you please share the countries/regions you were comparing and where the currency display caused confusion during evaluation? We’re glad to know that your overall experience has been positive, and we’ll share your feedback for review. You can drop an email to support@zohodesk.com. Regards - Theo | Zoho Desk 7/17/2026 Current UserValidated ReviewerSource: Organic ![Kieran M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kieran M.") KM Kieran M. Owner Small-Business (50 or fewer emp.) 7/17/2026 "Zoho Desk Delivers a Feature-Rich, Fast, Great-Value Help Desk" 4/5 What do you like best about Zoho Desk? 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. What do you dislike about Zoho Desk? 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. What problems is Zoho Desk solving and how is that benefiting you? Zoho Desk helps solve the problem of providing support to family members when we are not in the same location. Instead of relying on phone calls, text messages, or trying to remember multiple requests, family members can create a ticket whenever they need help with a technical issue or question. This benefits me by keeping all support requests organized in one place, allowing me to respond more efficiently and prioritize the most important issues. It also creates a clear record of previous conversations and solutions, making it easier to track ongoing problems and refer back to past fixes if the same issue occurs again. The ticketing system helps ensure that requests are not forgotten and allows me to provide assistance as quickly as possible, even when family members are some distance away. Overall, Zoho Desk has made it much easier to manage and organize support requests while improving communication and response times. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13123060/official_response/edit) Hello Kieran, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk Current UserValidated ReviewerSource: Organic ![Jan Sytze H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jan Sytze H.") JH Jan Sytze H. Founder Small-Business (50 or fewer emp.) 7/30/2026 "Easy, Affordable Customer Ticketing with Highly Customizable Web Forms" 5/5 What do you like best about Zoho Desk? 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 do you dislike about Zoho Desk? 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. What problems is Zoho Desk solving and how is that benefiting you? I'm using it mostly for the web forums. It just provides a very easy ticketing system for me. I also use Zoho SalesIQ and it integrates with it very well so Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13187003/official_response/edit) Hello Jan, Thanks for sharing your feedback. Keep exploring the features and suggestions coming. Regards - Theo | Zoho Desk Current UserValidated ReviewerSource: Organic LL liu l. ceo Mid-Market (51-1000 emp.) 7/12/2026 "Practical Helpdesk Tool With Noticeable Drawbacks" 5/5 What do you like best about Zoho Desk? 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. What do you dislike about Zoho Desk? 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. What problems is Zoho Desk solving and how is that benefiting you? Zoho Desk solves scattered cross-channel customer messages and messy manual ticket handling. It unifies emails, chat and social queries in one workspace, uses automation to auto-assign tickets and track SLA deadlines. Built-in reports cut manual performance tracking, while its knowledge base lowers repetitive tickets. It boosts agent efficiency, speeds up customer replies and lets us monitor service quality clearly. Review collected by and hosted on G2.com. Show More Response from Theo Zoho Desk of Zoho Desk [Editedit](https://www.g2.com/survey_responses/zoho-desk-review-13094515/official_response/edit) Hello Liu, Thank you for sharing this detailed feedback. We understand that you have faced concerns across multiple areas, including the initial learning curve, menu navigation, third-party integrations, plan-based feature availability, mobile app capabilities, email threading, and support response quality. To review this properly, could you please reach out to us at support@zohodesk.com with more details on the below points? For integrations, you can share the non-Zoho tools you tried to connect, the connector used, and where you noticed delays or limitations. For email ticket sync/threading, kindly share a few sample ticket IDs where email conversations were split incorrectly, along with the original email headers if available. This will help us validate whether the behavior is related to message headers, forwarding, mail client behavior, or Desk threading. For mobile app limitations, you can mention the specific actions or features that were unavailable or difficult to use. Regarding support replies, please include the previous case/ticket IDs so we can review the response history and check where better technical assistance could have been provided. Also, we'll ensure that you are getting support on time with appropriate responses. Once we have these details, we’ll be able to analyze each concern individually and confirm whether it is configuration-related, expected behavior, a known limitation, or something that needs to be taken up for further review. 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