Zoho Desk Reviews & Product Details

Context-Aware Ticketing – It gives agents full context for each customer, including past interactions, making support more personal and efficient.

Automation Tools – Workflow rules, SLAs, and AI suggestions (via Zia) help reduce repetitive tasks and speed up response times.

Multi-Channel Support – You can manage emails, chat, social media, and calls from one place without juggling platforms.

Customizability – You can tailor the interface, fields, and workflows to match your business process, even in the lower pricing tiers.

Self-Service Options – The knowledge base and community forums are easy to set up and encourage customers to find answers themselves.

Value for Money – It offers a solid feature set even at lower tiers, which is rare among competitors. Review collected by and hosted on G2.com.

1. Clunky User Interface

The UI can feel outdated and unintuitive. Many users report that it takes too many clicks to perform basic actions, and the layout isn’t always logically organized.

2. Steep Learning Curve

While it’s feature-rich, Zoho Desk isn’t very beginner-friendly. New users may find it overwhelming and poorly guided during onboarding.

3. Slow Performance

Some users experience lag, especially with large volumes of tickets or during peak hours.

4. Mobile App Limitations

The mobile app lacks many features found in the desktop version, and it can be buggy or slow to load.

5. Customization Complexity

While Zoho Desk allows deep customization, it’s not easy. It often requires technical knowledge or the use of Zoho’s scripting language, which isn’t accessible to all users.

6. Inconsistent Customer Support

Ironically, a helpdesk tool’s own support can be slow or unhelpful. Users sometimes report delayed responses or having to escalate repeatedly.

7. Integration Frustrations

Although it integrates well with Zoho’s own suite, third-party integrations (like Slack, Jira, etc.) can be limited or unreliable. Review collected by and hosted on G2.com.

Zoho Desk offers a high degree of flexibility that suits our support workflows well. We especially appreciate the ability to customize at the contact level, which helps tailor interactions and improve customer experience. The integration with VoIP systems is seamless, and the help site is comprehensive. Macros and templates are well-structured and easy to deploy, and the overall usability is smooth with intuitive views and navigation. We also value their responsive support team and the decent level of workflow automation available. Review collected by and hosted on G2.com.

While the workflow automation is helpful, we do see room for improvement—particularly around triggering workflows based on custom contact fields, which is currently missing. This limits some of our more advanced segmentation needs. Additionally, some workflow conditions could be more flexible to allow for deeper customization. Still, these are relatively minor in the context of an otherwise strong platform. Review collected by and hosted on G2.com.

Zoho Desk has been a game-changer for our small team’s customer support workflow. The ticketing system is intuitive, and the automation features (like auto-assigning tickets based on rules) save us hours every week. I especially love the context-aware AI suggestions—it pulls up relevant customer history and suggested replies, which speeds up responses. The multi-channel support (email, social, live chat) is seamless, and the mobile app is surprisingly robust for on-the-go updates. Plus, the integration with other Zoho apps (like CRM) makes it a powerhouse for keeping everything in one ecosystem. Review collected by and hosted on G2.com.

I would be lying nothing i dislike with the Zoho Desk at the moment Review collected by and hosted on G2.com.

We found the automation features, like workflows and SLAs, to be very flexible for routing and managing tickets efficiently. I appreciated the portal customization options, which allowed us to tailor the Help Center to our internal team's needs. Zoho Desk’s built-in Business Hours and SLA support are especially helpful for aligning ticket deadlines with our operational schedule. Review collected by and hosted on G2.com.

I found that some customization options, such as editing the Help Center homepage, were not as intuitive as I expected. Setting Due Dates based on Business Hours without using SLAs also required extra configuration steps. These areas added a bit of a learning curve, but overall, the platform was manageable once I understood the workflows. The platform's flexibility makes the learning curve worth it. Review collected by and hosted on G2.com.

Overall, I am impresed with the number of functionalities the enterprise version offers. Its ease of use is also an important aspect. It is a fairly intuitive tool and implementing without prior knowledge is possible. I would recommend however people take advantage of partner use and pre sales team as they are very knowledgeable in the solution. Review collected by and hosted on G2.com.

There is nothing i particularly dislike, except maybe that some of the fields that are mandatory cannot be renamed. It would be great of this was a possibility. Review collected by and hosted on G2.com.

It´s easy to use and helps organize customer inquires efficiently. the automation features save time, and the integration with other Zoho apps makes everything work smoothly. The platform is also easy to implement, and its user-friendly interface makes it simple for teams to adopt quickly. Customer support is responsive and helpful, making it easier to resolve any issues. Additionally, the platform is reliable for frequent use, ensuring smooth daily operations. Review collected by and hosted on G2.com.

Some features feel a bit limited in customization, and the reporting tools could be more detailed to provide better insights. Additonally, the initial setup can take some time to fully optimize. However, once everything is set up, it offers great ease of use and integration. Review collected by and hosted on G2.com.

I really appreciate how Zoho Desk centralizes all customer interactions. The ticketing system is robust and fairly easy to learn, making onboarding new support agents straightforward. Integration possibilities are also a plus. Review collected by and hosted on G2.com.

The sheer number of features can be overwhelming at first, and the user interface sometimes feels a bit dated or cluttered in certain advanced configuration areas. Finding specific settings occasionally takes longer than expected. Review collected by and hosted on G2.com.

What I like best about Zoho Desk is how effortless it makes managing customer support. The intuitive interface is a dream—I can navigate tickets without feeling overwhelmed, and everything’s right where I need it. The automation features are a total game-changer for me; they handle repetitive tasks like sorting tickets or sending initial replies, freeing me up to focus on actually helping my customers. And the multi-channel support? It’s amazing to have emails, social media, and chats all in one spot—no more jumping between apps. It’s streamlined my workflow in a way I didn’t think was possible. Review collected by and hosted on G2.com.

One thing I’m not completely thrilled about with Zoho Desk is that the initial setup can feel a bit overwhelming, especially if you’re new to helpdesk tools. There are so many features and customization options that it took me a little time to get everything configured just the way I wanted. That said, once I got past that learning curve, it was smooth sailing—and the robust functionality more than made up for it. It’s a small trade-off for how much it’s improved my workflow! Review collected by and hosted on G2.com.

I like Zoho Helpdesk because it has a very clear, easy to read interface. Review collected by and hosted on G2.com.

Many options saying that I have no access due to my current subscription. These options should not appear unless you will upgrade your edition. Review collected by and hosted on G2.com.

Like many helpdesk systems brings together a large number of "feeder" inputs (phone calls / website inquiries / emails) bringing them all in together. However unlike many, the system appears intuitive on the whole. Review collected by and hosted on G2.com.

One of the downsides is the lack of knowledge of the initial support staff on phone operation and connectivity. It has taken all of the trial period to understand this aspect (and we do have a good understanding of telephony integration). What we found was a lack of documents/help desk articles on this aspect (especially around a straight forward dialer function, which seems to be a business limitation, based on marketing other products to be used). Other documentation on the web on this aspect appears to be out of date. Review collected by and hosted on G2.com.