The thing that stands out most for me about Zoho Desk is its ability to create an organizational structure for customer communications, which has been very helpful for me. All incoming communications become tickets that have clear owners and are stored in a database so nothing slips through. The user interface is pretty straightforward once you get a hang of it, and such functions as automated rules and service level agreements help automate tasks significantly; for instance, now tickets are automatically assigned and prioritized.

A great thing about Zoho Desk is also the ability to use a number of integrations along with automation and artificial intelligence to ensure effective scaling of support operations without overloading agents' work. Integrating Zoho Desk with other applications does not present much difficulty, while using bots, workflows, and automated replies helps handle numerous tickets. Performance and return on investment-wise, Zoho Desk provides a great product. Review collected by and hosted on G2.com.

While the use of Zoho Desk has been quite useful in improving my workflow, one aspect that I found difficult to deal with is the amount of time required to customize and set up the entire system according to my needs. Zoho Desk is indeed a robust application, but the process of customizing workflows, automations, and reports took a lot of time. Moreover, the user interface could have been made better to improve the user experience.

As I began using the app more frequently, I realized there were some limitations associated with it. There are some performance issues, and even the integration is not always as smooth as one would expect it to be especially when connecting third-party applications. In addition to this, some of the advanced features such as reporting and automation can only be accessed by purchasing the higher pricing plans. Review collected by and hosted on G2.com.