G2

Rawan A.

Project Manager

Small-Business (50 or fewer emp.)

10/1/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Zoho Desk Packs Robust Helpdesk Features Into One Organized Platform"

4/5

What do you like best about Zoho Desk?

What I like most about Zoho Desk is how many helpdesk features it brings together in a single platform. The ticket management system feels well organized and easy to follow, and I particularly appreciate how flexible the automation is. The workflows, assignment rules, SLA management, analytics and reporting, knowledge base, and multi-channel support all work together in a way that makes the overall experience more complete. Review collected by and hosted on G2.com.

What do you dislike about Zoho Desk?

What I dislike most about Zoho Desk is that the platform can feel complex at first, especially in the administration and configuration areas. There are many settings, modules, and options, and sometimes it takes time to understand where a specific feature is configured or how different settings interact with each other. Review collected by and hosted on G2.com.

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

Zoho Desk helps centralize customer support activities in one place instead of managing requests across separate emails and communication channels. It provides a structured way to manage tickets, assign work to agents and teams, track ticket status and priorities, apply SLAs, and automate repetitive support processes. The automation and reporting capabilities are particularly useful because they reduce manual work and provide better visibility into ticket volumes, response times, SLA performance, and agent activity. Having knowledge base, multiple communication channels, customer information, and support analytics within the same platform also makes the overall support process easier to manage and more consistent. Overall, it helps create a more organized support workflow and makes it easier to monitor service performance and identify areas that need improvement. Review collected by and hosted on G2.com.