Zoho Desk Reviews & Product Details

One of the biggest advantages is the multichannel ticketing feature. With emails, chat messages, web forms, and even social media messages all funneled into a single, centralized dashboard, our team never misses a customer query. I also value the automation rules, as they help eliminate much of the repetitive work. Automatically assigning tickets, sending follow-ups, and triggering alerts have all saved us a considerable amount of time. Additionally, the analytics dashboard stands out—it's extremely useful for gaining insights into team performance and identifying areas where we can improve. Review collected by and hosted on G2.com.

While Zoho Desk offers a lot of powerful features, I found that some of the more advanced customization options can be a bit overwhelming initially. Setting up complex workflows or creating detailed automation rules often involves some trial and error. However, as we continued to use Zoho Desk regularly, I noticed that the platform remains smooth and clean overall. Review collected by and hosted on G2.com.

What stands out to me is how easy it is to use, thanks to its intuitive interface. I was able to set up an effective system within just a few days. It delivers a professional experience not only for the end user, but also for the technician and the customer. Review collected by and hosted on G2.com.

I would like to see improved HTML controls on the knowledge base side of the system. At times, it can be a bit quirky when I'm trying to set up more complex or detailed articles. Review collected by and hosted on G2.com.

It is a highly customizable tool that easily adapts to the specific needs of the company. In just a few hours, we managed to configure everything necessary to start using it. We were able to establish synchronization with Google contacts, a fundamental function for us, simply by following the instructions in the help documentation. Additionally, when we requested assistance for a specific issue, the response was very quick and effective. Unlike other user support products we have used, Zoho Desk offers a fast and intuitive interface, which really motivates us to use it. Review collected by and hosted on G2.com.

So far, the only limitation we have found to fully adapt the tool is that it is not possible to modify the order in which the types of contact channels are displayed. It's just a detail, and perhaps, if we consult with Support, they might offer us an alternative solution. Review collected by and hosted on G2.com.

Zoho Desk seems to be a fine solution for basic ticketing needs. I am consulting one of my customers to check how to implement it on his process , and the tools is:

- Easily configured for basic layout. You can quickly onboard your list of customers and configure parameters like priorities and SLAs with ease.

- If you manage more customers and need specific SLAs for them, that is doable with further configuration that is doable for any administrator with basic research.

- The capabilities seems fine for the size of my customer for around 4000 tickets/month.

- Latency and Response time sees appropriate so far. Review collected by and hosted on G2.com.

- deploy it for a Product-support workflow is being difficult, as it lacks out-of-the-box asset module. A customized module should be created to associate tickets to assets.

- As my customer workflow requires field services, integration with the FSM module is needed. This is additional cost.

- Despite being an out of the box integration, to create a customer in Desk does not automatically create a mirror customer in the FSM module, which requires an automation to be created separately in Zoho Flow. Same way, another automation would be needed to map the assets in FSM with the customized asset module created in Desk.

-And despite being a very simple workflow job, it fails, and Zoho Support has been really slow responding and identifying where the issue is. (That is the reason I need to stretch my evaluation time).

- If you have SLAs that depends on variables different that the exact time ticket duration (Like to factor the time that the location being supported is closed) a lot of logic should be added, which would require development or professional services, increasing deployment time and cost.

As a summary, it is showing that is not so easy to deploy from something beyond basic ticketing and SLA calculation based on the ticket timer. Review collected by and hosted on G2.com.

Zoho Desk features a user-friendly interface, making navigation straightforward for both agents and customers. Its automation tools, including workflow rules, SLAs, and ticket assignment, help minimize manual work and contribute to quicker resolution times. Review collected by and hosted on G2.com.

While the reporting customization is somewhat limited, it's also worth noting that certain advanced features are only available in higher-tier plans. This can lead to increased costs for teams that are expanding and need access to more robust functionality. Review collected by and hosted on G2.com.

Zoho Desk gives us a central place to manage all client queries for our compliance business. Tickets are easy to track from first contact to resolution, and I like that all emails and notes sit together on the ticket. The interface is clean and intuitive once you know where things are, and automation rules and templates save a lot of time on repetitive responses. The integration with other Zoho apps (especially CRM) is a big plus, because we can see customer information and support history in one ecosystem. Review collected by and hosted on G2.com.

Some of the configuration can be confusing at first, especially around user roles, permissions and the difference between regular users and team users. It took us a bit of trial and error (and reading documentation) to understand what each licence type is allowed to do, for example sending emails and owning certain records. I would also like a simpler, more guided setup for small teams who don’t have a dedicated IT person. Review collected by and hosted on G2.com.

It does its core job well. Once we got the basics set up, we spent less time replying to customer emails and our support workflow felt more organized. Ticket routing and the general “single inbox for support” approach helped us streamline responses and keep conversations in one place.

Performance and reliability were solid during the trial. We didn’t hit outages and the system felt responsive. Review collected by and hosted on G2.com.

Setup and configuration took more effort than expected. We could make it work, but it wasn’t straightforward to get it working exactly the way we wanted.

Email templates: There are lots of predefined templates, but we found many simple, practical templates missing and had to build them from scratch.

Text editor: Felt glitchy and occasionally unpredictable while composing or editing replies.

Subject line control: Editing the email subject line was not easy or obvious, which made certain workflows (like clarifying or standardizing subjects) clunky.

Ticket updates: Changing key ticket details after the fact (for example, correcting the customer on a ticket) was harder than it should be.

Spam handling: We couldn’t find a way to configure our own spam rules. Maybe it’s available, but it appears tied to a higher-priced plan.

UI/UX: Not terrible, but not intuitive. There are a lot of details and options scattered around, which often obscured the main picture and slowed us down.

Trial length: 15 days felt too short. We barely scratched the surface—probably used a quarter of the features—before the trial ended.

Pricing tiers: The feature matrix gave us the impression that a few small yet important capabilities live only in the most expensive plan. Our ideal would be the entry plan plus a couple of add‑ons, but that doesn’t seem possible. Review collected by and hosted on G2.com.

We have been using Zoho Desk for the past five years, and it has consistently proven to be a reliable and efficient customer support platform for our business. It has helped us streamline ticket management, improve response times, and maintain clear communication with our customers. The interface is easy to use, allowing quick ticket assignment and tracking, while its automation options for workflows, SLAs, and notifications have greatly enhanced our team’s productivity. We particularly appreciate the seamless integration with other Zoho products and third-party tools, as well as the detailed analytics and reporting features that provide valuable insights into agent performance and customer satisfaction. Zoho’s uptime has been dependable, and their support team has been responsive whenever assistance was needed. Although the mobile app experience could be smoother and faster, overall, Zoho Desk remains a cost-effective, scalable, and user-friendly helpdesk solution that continues to meet our growing business needs. Review collected by and hosted on G2.com.

The only thing we dislike about Zoho Desk is that the mobile app experience can be improved, It sometimes feels slower and less intuitive compared to the web version. Review collected by and hosted on G2.com.

What I like most about Zoho Desk is how well it helps our team organize and track customer queries in one place. The interface is clean and easy to navigate, and the automation options (like workflows and assignment rules) really help save time by routing tickets to the right people automatically. I also appreciate the ability to customize views, fields, and templates to match our team’s workflow — it makes managing support requests much smoother.

Another big plus is the integration with other Zoho apps and third-party tools, which gives us a complete view of each customer interaction without needing to switch between systems. The reporting and dashboard features are also very handy for tracking team performance and response times. Review collected by and hosted on G2.com.

While Zoho Desk is a solid platform overall, a few areas could be improved. The interface, though functional, can sometimes feel a bit cluttered — especially when switching between multiple tickets or modules. There’s also a slight learning curve for new users when setting up automation rules or customizing layouts.

The mobile app could be more intuitive; it doesn’t always sync perfectly with the desktop version, and some advanced features are limited. I’ve also noticed that response times from Zoho support can occasionally be slower than expected, especially when dealing with technical configuration issues.

None of these are dealbreakers, but improving these areas would make the overall experience much smoother. Review collected by and hosted on G2.com.

As a Senior Systems Administrator, I value tools that make life easier without adding complexity, and Zoho Desk does exactly that. The interface is clean and intuitive, which makes it simple for our team to manage tickets and onboard new members quickly. Automation rules and workflows are a huge time-saver, reducing repetitive tasks so we can focus on solving real issues.

The flexibility is another big plus. Zoho Desk integrates well with other tools and offers plenty of customization options, so we can adapt it to our processes instead of the other way around. Reporting and analytics are solid, giving us clear insights into ticket trends and team performance, which helps with planning and resource allocation.

Overall, Zoho Desk strikes a great balance between functionality and usability. It’s reliable, scalable, and cost-effective. A strong choice for any team looking for a robust help desk solution. Review collected by and hosted on G2.com.

That said, there are a few areas that could be improved. Advanced features like complex workflows have a learning curve, and some customization options are locked behind higher-tier plans, which can feel limiting for smaller teams. Reporting is good but can feel rigid if you need highly tailored dashboards. The mobile app works well for basic ticket handling but lacks some advanced functionality. Review collected by and hosted on G2.com.