G2

Supporto Tecnico T.

Assistant

Small-Business (50 or fewer emp.)

9/16/2026

"A Professional Way to Keep Your Helpdesk Updated"

4/5

What do you like best about Zoho Desk?

We tried it because, in our company, we were looking for a ticket management system for our customer care team. Our “normal” activity tracker simply wasn’t enough anymore. Zoho proved it could keep our helpdesk updated in a professional way, so every agent stayed aligned with the bigger picture and was able to remain on track. Review collected by and hosted on G2.com.

What do you dislike about Zoho Desk?

It may be difficult to visually distinguish between the different tasks, as the platform offers limited colour variety and does not provide sufficient colour differentiation based on task type, status, or assigned agent. Introducing a more flexible colour-coding system could significantly improve the overall user experience by making tasks easier to identify, organise, and prioritise at a glance. This would also help agents quickly understand the nature of each request, recognise their assigned tasks, and navigate the platform more efficiently, particularly when managing a large number of tickets simultaneously. Review collected by and hosted on G2.com.

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

Zoho Desk is helping our company improve and organise helpdesk management by providing a centralised platform for handling customer support requests. It allows us to manage incoming emails, create and track tickets, assign requests to the appropriate agents, and monitor their progress until they are resolved.

This helps us keep support activities organised, avoid losing or overlooking customer requests, and ensure that each ticket is handled efficiently. It also makes it easier for our team to collaborate, share information, and maintain a clear overview of the workload.

Another important benefit is the possibility of managing support requests related to our two different platforms separately, while allowing the same agents to work across both. This can improve consistency in customer service and make it easier to analyse ticket volumes, response times, and agent performance through reporting tools.

Overall, Zoho Desk provides a more structured and efficient way to manage customer support, reducing manual work and helping our company deliver a more reliable and professional service to its users. Review collected by and hosted on G2.com.

Response from Theo Zoho Desk of Zoho Desk

edit

Hello there,

Thank you for sharing your feedback.

We understand that limited colour differentiation can make it harder to visually identify and prioritize tickets or tasks, especially when agents are handling a large volume of requests.

Could you please share where you would like to see colour coding options, such as ticket list views, task lists, ticket status, priority, department or custom field values?

This will help us understand whether the requirement is related to task identification, ticket prioritization, agent assignment visibility, or overall list view customization.

We’ll share your feedback regarding a more flexible colour coding system with our product team for review. You can drop an email to support@zohodesk.com with the requested details.

Regards - Theo | Zoho Desk