G2

Muhammed A.

Technical Project Manager

Logistics and Supply Chain

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.

Response from Theo Zoho Desk of Zoho Desk

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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