G2

Mutshidzi K.

FOUNDER

Small-Business (50 or fewer emp.)

9/8/2026

"Excellent Deep Customization and Ticketing Automation"

5/5

What do you like best about Zoho Desk?

Excellent for deep customization and ticketing automation. Review collected by and hosted on G2.com.

What do you dislike about Zoho Desk?

1. Steep Learning Curve & Setup ComplexityAdvanced automation features—like setting up multi-department routing or the visual Blueprint process builder Blueprint process builder—can be highly complex. It requires significant time and technical effort to configure properly without a dedicated administrator.

2. Cluttered and Text-Heavy InterfaceCompared to modern, minimalist platforms like Help Scout or Zendesk, the user interface can feel dense, outdated, and messy. When dealing with a large volume of tickets, the dashboard easily feels crowded and overwhelming for support agents Review collected by and hosted on G2.com.

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

Automations take care of ticket routing and routine sorting instantly, leaving me with more time to focus on complex issues.

Complete Customer Context: I can see the entire history of a customer's issue from start to finish in one glance, so I never have to ask them to repeat their problem.

We get more work done faster because the platform organizes our daily tasks cleanly into customized workflows. Review collected by and hosted on G2.com.

Response from Theo Zoho Desk of Zoho Desk

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Hello Mutshidzi,

Thank you for sharing your detailed feedback.

We understand that advanced automation configurations, such as multi-department routing and Blueprint setup, can take additional time and effort depending on the complexity of the support process.

Could you please share more details about the routing or Blueprint flow you were trying to configure, such as the department structure, routing conditions, transitions, approvals, or automation actions involved? This will help us understand whether the concern is related to setup steps, configuration guidance, or product usability.

Regarding the interface, please share which areas felt dense or crowded, such as the ticket list, ticket details page, dashboard, setup menu, Blueprint editor, or reports. It would also help to know whether the concern is mainly related to text-heavy layout, number of options, menu grouping, or ticket volume visibility.

These details will help us validate the concerns and share the feedback with the concerned team for review. You can drop an email to support@zohodesk.com.

Regards - Theo | Zoho Desk