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.

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.

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.

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.

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.

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.

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.

Zoho Desk keeps all customer emails and requests in one place, so nothing gets lost. Ticket assignment and statuses are easy to track, the interface is simple to learn, and it integrates well with other Zoho apps we use. Great value for the price compared to similar tools. Review collected by and hosted on G2.com.

Honestly, not much. The initial setup and configuration took some time to get right, and some advanced settings are a bit hidden in the menus. Occasionally the interface feels slower when loading, but overall these are minor issues compared to the benefits. Review collected by and hosted on G2.com.

Zoho Desk has been one of the easiest support platforms I've worked with for a growing business. Setting up multiple departments for different products was straightforward, and I was able to create dedicated support emails, customer portals, and automated ticket routing without needing a developer. The mobile app has been especially helpful because I receive instant ticket notifications even when email notifications aren't perfect. I also like the customization options, ticket history, knowledge base features, and how well it integrates with the rest of the Zoho ecosystem. For GhostNet Technologies, it has given us a professional customer support system that can scale as our business grows. Review collected by and hosted on G2.com.

Overall, Zoho Desk has been a great platform, but there are a few areas that could be improved. Setting up email notifications and outbound email authentication can be more complicated than expected, especially for smaller businesses configuring custom domains. The documentation is good, but I still had to spend time troubleshooting to get everything working correctly. I'd also like to see a more streamlined initial setup wizard and clearer guidance for DNS records, SPF, DKIM, and email routing. While the mobile app delivers notifications reliably, improving consistency between email and mobile notifications would make the experience even better. Review collected by and hosted on G2.com.