G2

Jason B.

Compliance Manager

Small-Business (50 or fewer emp.)

9/30/2026

"Flexible and Powerful Customer Support Platform for Growing Teams"

5/5

What do you like best about Zoho Desk?

The interface is fairly easy to understand, and there are plenty of customization options available as the support operation grows. We also like that Zoho Desk is part of the broader Zoho ecosystem, which gives us additional integration options in the future. Review collected by and hosted on G2.com.

What do you dislike about Zoho Desk?

The initial setup can feel a little overwhelming because there are many configuration options for roles, permissions, departments, workflows, and automation. It takes some time to understand how everything connects and to configure it correctly for a more complex support structure. Some settings could also be more intuitive and easier to find. That said, once the initial configuration is complete, the platform becomes much easier to manage. Review collected by and hosted on G2.com.

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

Zoho Desk is helping us centralize customer support and manage queries in a more structured way. Instead of handling customer issues across different channels and manually tracking follow-ups, we can organize tickets, assign them to the right team members, set priorities, and create escalation workflows. It is also useful for separating responsibilities between our customer support and compliance teams through roles and permissions. This gives us better visibility, accountability, and control over how customer issues are handled. As we grow, having these processes in one system should help us respond faster and scale our support operations more efficiently. Review collected by and hosted on G2.com.