G2

Muhammed r.

R AND D

Mid-Market (51-1000 emp.)

9/25/2026

"Zoho Desk Streamlines Multi-Channel Support with Powerful Automation"

4/5

What do you like best about Zoho Desk?

What stands out most about Zoho Desk is how smoothly it streamlines multi-channel ticket routing and automates routine workflows. The flexibility to set up custom layouts, automated assignment rules, and SLA tracking has made our support operations much more structured. It gives agents clear visibility over ticket history, and the collision detection prevents duplicate efforts across the team. Review collected by and hosted on G2.com.

What do you dislike about Zoho Desk?

Some options and settings are not immediately clear or intuitive to locate. The administrative setup menus can feel cluttered, and finding specific configuration tools—such as advanced routing rules and layout permissions—often takes unnecessary digging. Simplifying the navigation and adding clearer labels or in-app guidance would make the platform much easier to manage. Review collected by and hosted on G2.com.

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

Before using Zoho Desk, tracking customer requests across multiple channels was disorganized, and tickets occasionally slipped through the cracks. Zoho Desk centralized all incoming communications into a single interface, allowing us to automate routing and set up clear SLA rules. It eliminated duplicate work among agents and cut down our initial response times significantly, giving management full visibility into team performance and ticket bottlenecks. Review collected by and hosted on G2.com.

Response from Theo Zoho Desk of Zoho Desk

Hello Muhammed,

Thank you for sharing your detailed feedback.

We understand that some administrative settings can be difficult to locate, particularly when working with advanced routing rules, layout permissions, and other configuration options. Could you please share which specific routing or permission settings took more time to find, and where you expected them to be available in the setup menu?

This will help us understand whether the concern is related to menu grouping, naming, feature placement, or the overall navigation flow. You can drop an email to support@zohodesk.com. We’ll also share your feedback regarding clearer labels and more in-app guidance with product team for review.

Regards - Theo | Zoho Desk