6,571 Zoho Desk Reviews
Zoho Desk has proven to be a robust and flexible help desk platform that fits well within our organization's operational and financial structure. The system is intuitive, easy to set up, and offers a great balance between features and affordability. We particularly value its ability to automate workflows, categorize and prioritize tickets, and generate meaningful reports that help us monitor team performance and service levels.
The modular nature of Zoho's ecosystem allows us to scale only when needed, avoiding the overhead and complexity of larger platforms like Salesforce. Integration with email and WhatsApp Business is straightforward, and the ability to define custom roles, statuses, and SLAs makes the tool adaptable to our specific workflows.
Although there is a learning curve in configuring some advanced automations, the documentation and support have been sufficient. Overall, Zoho Desk is an excellent choice for organizations looking for a powerful, scalable, and cost-effective ticketing solution. Review collected by and hosted on G2.com.
Some advanced configurations, like automation and custom workflows, can be difficult to set up without prior experience. Additionally, certain reports and integrations require extra tools like Zoho Analytics or Zoho Flow to reach their full potential. Review collected by and hosted on G2.com.
I like that Zoho Desk makes it easier to track customer conversations in one place. It helps our small team stay organized, especially when multiple people handle the same client. The ticketing system is simple to use, and the ability to assign tickets, leave comments, and set priorities has really helped reduce confusion. I also appreciate that the interface isn’t too complicated—once you get used to it, it flows pretty well. Review collected by and hosted on G2.com.
The learning curve at the beginning was a bit steep. Some settings and automation rules are not very intuitive, so it took time to figure things out. Also, the mobile app feels a bit limited compared to the desktop version, especially when checking ticket details or adding notes. Review collected by and hosted on G2.com.
Zoho Desk offers a clean and intuitive interface that makes it easy to manage customer support tickets efficiently. One of the best features is the automation capability—such as workflow rules, assignment rules, and SLAs—which helps streamline processes and ensures timely follow-ups. I also appreciate the multi-channel support (email, phone, chat, and social media), allowing everything to be handled from one platform. Review collected by and hosted on G2.com.
While Zoho Desk is a powerful and feature-rich tool, there are a few areas that could be improved. The initial setup and configuration can be a bit complex, especially for new users or teams without prior experience in help desk tools. The user interface, although functional, could be more modern and responsive in certain areas.
At times, the reporting and analytics feel limited without integrating with Zoho Analytics. Also, the mobile app experience is not as smooth or reliable as the desktop version, which can affect productivity when working on the go.
Lastly, support response times can vary, and more detailed documentation or onboarding resources would make adoption easier. Review collected by and hosted on G2.com.
I really like the clean and user-friendly interface of Zoho Desk. It’s easy to navigate even for new team members. The dashboard provides a clear overview of tickets, and the automation features help reduce repetitive tasks. Integration with other Zoho apps and third-party tools like Slack and CRM is seamless. Overall, it’s a great tool for organizing and resolving customer queries efficiently. Review collected by and hosted on G2.com.
One thing I dislike is that the initial setup and configuration process can be a bit overwhelming for non-technical users. Some advanced features are hidden deep in settings. Also, the mobile app lacks some of the desktop functionality, which affects productivity when working on the go. Better onboarding guidance would really help improve the first-time experience. Review collected by and hosted on G2.com.
We’ve been using Zoho Desk to manage our support flows, and the results have been amazing! We can track our SLAs more effectively, and the teams have been able to organize and prioritize their activities much better.
One of the things we enjoy most is the ability to automate common tasks such as ticket assignment, automatic replies, and follow-ups. This has significantly reduced response times and improved our team’s efficiency.
For us, the knowledge base is crucial to providing better service and improving our products. Having the ability to create it within the same platform allows us to consolidate information across different units.Per Review collected by and hosted on G2.com.
Mobile app could be improved and could be more complete, because some workflows and reports are only available in the web version Review collected by and hosted on G2.com.
I like that it has a lot of features that we can really utilize to enhance our customer service department. I believe that the knowledge base is very informative and has enlightened us to ASAP feature where we are looking into the concept of implementing it. Review collected by and hosted on G2.com.
I faced few challenges in some area where it needed external support in which Knowledge Base article did not entirely cover the how to. Technical support team took a lot of time to respond back and needed a lot of follow-ups. Now, our trial has ended, and we still did not get the answers we were looking for and we cannot determine whether we want to proceed with the integration. Review collected by and hosted on G2.com.
We at Kimirica have been using Zoho CRM during our trial period to manage emails, chats, and social media interactions, and the experience has been outstanding. Zoho’s platform offers a seamless and intuitive interface that helps us streamline all customer communications in one place.
The automation features and multi-channel integration have significantly improved our team’s efficiency and response times. It’s flexible and reliable, perfectly suited to our growing CRM needs.
Zoho CRM has proven to be a powerful tool in enhancing our customer engagement and support processes. We are excited about the possibilities it brings to our business and look forward to continuing our partnership. Review collected by and hosted on G2.com.
Good CRM overall, but the Zoho Desk call feature is not available in India, which limits its usefulness for us. Hope this gets resolved soon! Review collected by and hosted on G2.com.
Zoho Desk makes it incredibly easy to manage customer tickets thanks to its automation tools, custom workflows, and seamless integration with other Zoho products. The interface is clean, and I especially appreciate the AI-based suggestions and response automation, which save a lot of time for the support team. It’s a cost-effective solution compared to competitors, with solid features even in the standard plans. Review collected by and hosted on G2.com.
The learning curve for setting up advanced workflows and automation rules can be a bit steep, especially for first-time users, but Zoho suppurt will help you in no time Review collected by and hosted on G2.com.
First of all it is incredibly diverse in the products it offers. We joined to set up a simple ticketing system but are seeing so many other uese for our business. Review collected by and hosted on G2.com.
Only thing is that it is built with powerful tools and we only want something simple. It is a bit complicated to sort though some of the things we don;t need. But, and this is my favorite thing about working with Zoho, the support has been amazing so far. Review collected by and hosted on G2.com.
Zoho Desk has proven to be a trustworthy and successful platform for handling customer care on a large scale. The software is easy to use, and our agents rapidly became comfortable with it. The ease of deployment was a pleasant surprise—we were able to go live in under a week with little guidance.
One of the most notable aspects is its tight connectivity with Zoho CRM, which allows us to see entire customer context when responding to problems. We particularly enjoy the automation tools (such as SLAs, time-based rules, and macros), which allow us to maintain response consistency without requiring manual involvement.
We use Zoho Desk on a regular basis, and it is widely used by support, operations, and delivery teams. The UI is tidy, tickets are well-organized, and assigning and escalating issues is simple. The reporting dashboards and the ability to monitor agent productivity and ticket resolution time are very useful. Review collected by and hosted on G2.com.
While the platform is sturdy, there are a few areas for improvement. The custom report builder feels clumsy and takes some time to get used to, especially for non-technical users. Certain automations, such as creating conditions based on ticket history or custom fields, might also be improved for greater usability.
Their customer service is responsive, but difficult technical issues can take longer to address, especially when escalated. Additionally, while connectivity with other Zoho apps is excellent, integrating with external tools such as Slack or Jira need improved documentation and greater flexibility. Review collected by and hosted on G2.com.
