G2

Manogna C.

Software Engineer

Mid-Market (51-1000 emp.)

8/25/2026

"Zoho Desk Streamlines Ticket Management with Powerful Automation and Customization"

5/5

What do you like best about Zoho Desk?

I like how easy it is to manage customer support tickets and keep all customer interactions organized in one place. Zoho Desk’s customization options, automation features, and integration capabilities also help streamline the support process, making it simpler to stay on top of requests and improve overall team efficiency. Review collected by and hosted on G2.com.

What do you dislike about Zoho Desk?

Some features and customization options can feel complex or even overwhelming at first. The interface also takes a bit of time to get used to, particularly when you’re setting up workflows, configuring ticket fields, and adjusting automations to fit your process. Review collected by and hosted on G2.com.

What problems is Zoho Desk solving and how is that benefiting you?

Zoho Desk helps us solve the challenge of managing customer support requests and updates in one centralized place. It makes it easier to track tickets, organize customer information, and keep communication within the support team clear and consistent. For us, this improves visibility into ongoing issues, reduces the need for manual follow-ups, and helps ensure customer requests are handled more efficiently. Review collected by and hosted on G2.com.

Response from Theo Zoho Desk of Zoho Desk

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Hello Manogna,

Thank you for sharing your feedback.

We understand that some features and customization options can feel complex during the initial setup, especially while configuring workflows, ticket fields, and automations based on your process.

Could you please share which specific areas felt overwhelming, such as workflow criteria/actions, field layout customization, mandatory fields, automation rules, or rule execution order?

This will help us understand whether the concern is related to configuration steps, feature placement, documentation guidance, or overall usability, and we’ll review it further.

Regards - Theo | Zoho Desk