Zoho Desk Reviews

I recently started using Zoho Desk for my business’s customer support needs, and so far, I’m impressed. The interface is intuitive, making it easy to organize tickets, automate responses, and track customer interactions. Features like AI-powered suggestions and multichannel support (email, chat, social media) streamline workflows, while the customizable dashboards provide clear insights. The mobile app ensures accessibility on the go. While I’m still exploring advanced functions like analytics and integrations, the onboarding process has been smooth, and the pricing is competitive for the value offered. Early verdict: A robust, user-friendly helpdesk solution for growing teams. Excited to dive deeper!

Steeper learning curve for advanced features, limited customization in lower tiers, occasional slow load times.

Zoho Desk keeps our support organized by merging emails, chats, and social messages into one place. Its automation handles routine tasks, while AI suggests faster replies—cutting response times. The analytics spot recurring issues, helping us improve. For small teams, it’s a budget-friendly way to look professional without chaos.

The ability to add different layouts with different customer fields on the desk tickets.

I wish I could have the ability to turn off more features and buttons for users who I know are going to try and click them and will get confused later.

Our accounts payable team need a ticketing system instead of simply working out of a shared inbox.

Great features for the price, fast and easy to implement.

Steeper learning curve for advanced configurations.

Scattered tickets across channels: All emails, chats, and WhatsApp messages now land in one unified queue, so nothing gets lost.

Unclear priorities and SLAs: Automated rules tag urgency and SLA is celar.

.easy to use, zoho crm integration, email templates, internal notes for collaboration

no issues with the system, some fancy design sections may be added

handling customer communication and and assigning incoming tickets to agents

The features for the price. It is truly incredible.

Nothing so far.

It is truly incredible.

We love the omnichannel feature, which allows us to reach and communicate with our clients through various media. As a growing company, we also appreciate the multi-brand functionality, which enables us to manage multiple brands efficiently.

Unlike other Zoho tools, Zoho Desk does not offer an onboarding guide. However, they provide robust after-sales support, including a dedicated product and onboarding manager to ensure you have the best possible experience.

Zoho Desk helps us manage all customer support-related concerns by consolidating inquiries from multiple channels into a single platform. It also streamlines ticket management across the multiple brands we handle.

Our support needs are very intricate, and we were able to customize ZohoDesk to fit our exact needs, even to the extent of adding new buttons of our own device into the UI.

Because of it's extensibility, it does require quite a bit of set up to be usable off-the-shelf.

We are streamlining customer support for multiple brands inside of one dashboard.

Zoho Desk is a solid customer support tool—intuitive interface, great automation features, and seamless integrations make it a reliable choice for teams of any size.

Zoho Desk is a solid customer support tool—intuitive interface, great automation, and smooth integrations make it a reliable choice for teams. While there weren’t any major issues, a bit more customization in the UI and slightly faster load times would make it even better.

Zoho Desk is a solid customer support tool—intuitive interface, great automation features, and seamless integrations make it a reliable choice for teams of any size.

Zoho Desk provides an excellent balance between functionality and ease of use. The Blueprint feature allows us to customize our support workflows seamlessly, ensuring all agents follow a standardized process. Automation tools, such as assignment rules and SLA tracking, help us respond to customers faster and more consistently. Integration with other Zoho apps and third-party platforms like Slack and WhatsApp enhances team collaboration. The reporting and analytics tools also make it easy to track performance and identify improvement areas.

While Zoho Desk is feature-rich, the initial setup and configuration can be time-consuming, especially for teams unfamiliar with the Zoho ecosystem. The UI can feel cluttered at times, and some advanced customizations require a deeper understanding of the platform. Additionally, the mobile app lacks some functionality compared to the desktop version, which may limit on-the-go productivity.

Zoho Desk has helped us standardize and streamline our customer support process at CollaNote. It consolidates all support requests into one centralized platform, reducing manual handling and improving response times. With features like Blueprint, SLAs, and assignment rules, we ensure that every support ticket follows a structured path, reducing delays and human error. The integration with communication channels such as WhatsApp, Telegram, and Messenger allows our support agents to manage inquiries more efficiently and avoid missing any customer feedback. Overall, it enhances both our internal coordination and customer satisfaction.

Easy to use, integrated well with our workflow, endless automation tools to streamline our assistance to customers.

The software is easy to implement to our website.

Customer support with tickets makes it easier for our team to track and stay on top of support calls.

There is no phone scrambling for when our techs call customers.