--- title: "Zoho Desk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Zoho Desk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Zoho Desk is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/zoho-desk-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Zoho Desk](https://www.softwareadvice.com/crm/zoho-desk-profile/) / Zoho Desk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/zoho-desk-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/zoho-desk-profile/alternatives/) # Zoho Desk User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 2,216 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.3/5 - Value for money: 4.5/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 1,309 reviews (59%) - 4 stars: 765 reviews (35%) - 3 stars: 121 reviews (5%) - 2 stars: 13 reviews (1%) - 1 star: 8 reviews (0%) ### Most mentioned pros - Robust Omnichannel Support, Powerful Automation (Workflows & Blueprints), Deep Zoho Ecosystem Integration, Self-Service Capabilities, Zia (AI Assistant), Excellent Value for Money - Decent support manager, that shines with the rest of the Zoho Suite, as it allows a very streamlined workflow, specially with Zoho Projects, Bugtracker and Analytics. - It is widely considered a reliable, structured foundation for customer support, particularly for teams that are scaling beyond spreadsheets or basic email ### Most mentioned cons - This can make it challenging to adapt to org's with complex or unique workflows. - I do not like the fact that the original configuration was somehow long; plotting fields and categories to our industrial world required a few tweakings. - There were some instances of bafflement and that Blueprint drag and drop would need some tweaking and tweaking before it obeyed the requirements of a complex automation workflow. ## Zoho Desk customer reviews Showing reviews 1-25 of 2,216 (page 1). ### Still zoho - Overall rating: 5/5 - Reviewer: Leslie L. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 2-10 employees - Product usage: Used monthly for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Hasn’t changed much except the live really time connection. Best part of having the screen share feature. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros On screen take over by the rep. It helps they are able to see in real time the trouble you are experiencing. #### Cons The connection is the worst part. And some of the reps don’t solve the issue without having to create another ticket. --- ### The management of support tickets. - Overall rating: 5/5 - Reviewer: David M. - Verified reviewer: Yes - Industry: Mechanical or Industrial Engineering - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has simplified tracking hydraulic service requests, follow-ups, and client history significantly in comparison to having multiple email threads running throughout the day. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand that there are certain issues with certain equipment. #### Cons I do not like the fact that the original configuration was somehow long; plotting fields and categories to our industrial world required a few tweakings. --- ### Zoho DESK-great for support and post sale integration with other Zoho APPS - Overall rating: 4/5 - Reviewer: María Fernanda C. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros They have worked a lot on improvements, the value for money is still pretty good. Additionally, the fact that it is synced with other Zoho Apps makes the difference . #### Cons some features, specially the AI only works with a lot of data. Some features are also confusing to know if it is the right one vs other features in Zoho apps with similar purposes. --- ### Decent Support tool that shines with the Zoho Suite - Overall rating: 4/5 - Reviewer: Daniel R. - Verified reviewer: Yes - Industry: Automotive - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: October 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Several years using Zoho Desk to give support for 3 SaaS for the Automotive industry in Spain, Portugal and Italy. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 5/5 #### Pros Decent support manager, that shines with the rest of the Zoho Suite, as it allows a very streamlined workflow, specially with Zoho Projects, Bugtracker and Analytics. #### Cons Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets. Also if you have several products and want to have different knowledge bases you just can use the Enterprise plan, which is expensive (no matter how many users you have). #### Reasons for switching to Zoho Desk Zoho integration with the rest of the suite. --- ### Merges support channels with AI accuracy - Overall rating: 5/5 - Reviewer: Francois B. - Verified reviewer: Yes - Industry: Hospitality - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered The AI-powered responses, streamlined ticket pipeline and intelligent dashboards enabled me to have full control of support functions. I was confident that I can solve the queries in less time and with added context. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox. The ability to have Zia suggest that I should use smart tags and point to sentiment shifted my priority of your reply and my quality of response. Their customer service is better. And in my opinion its value for money. #### Cons There were some instances of bafflement and that Blueprint drag and drop would need some tweaking and tweaking before it obeyed the requirements of a complex automation workflow. --- ### Overall it is really easy to use and beginner friendly - Overall rating: 5/5 - Reviewer: Katie Z. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: Self-Employed - Product usage: Used daily for less than 12 months - Reviewed: March 2026 - Review source details: This review was submitted organically. No incentive was offered Overall it is really easy to use and beginner friendly. And for the cost it meets the basic needs that I am looking for. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk. #### Cons It does feel like a very basic system and I wish that it did offer other things and more integrations within the Zoho Desk. --- ### Simplified support with effortless setup of workflows. - Overall rating: 5/5 - Reviewer: Garcia L. - Verified reviewer: Yes - Industry: Printing - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Zoho Desk enhanced our workflow and ticketing operations. We are now able to handle IT requests more quickly, keeping our equipment users happy and up to date. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros Zoho Desk simplifies support ticket handling and workflows with easy setup so that my team can monitor issues and respond to chat discussions with users effectively without the trouble of setup. #### Cons Most features are easy to use, but managing data and tracking would be simpler, and customer support response lag is rare. --- ### ZOHO Desk Two Thumbs Up! - Overall rating: 5/5 - Reviewer: Robert P. - Verified reviewer: Yes - Industry: Electrical/ Electronic Manufacturing - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Been great for our support ticket tracking. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Lots of flexibility to manage what works best for your business. #### Cons I do not really have a least thought at this time. --- ### Zoho review - Overall rating: 4/5 - Reviewer: ville p. - Verified reviewer: Yes - Industry: Translation and Localization - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: February 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Zoho Desk has been a game-changer for our support department. It allowed us to transition from a messy shared inbox to a professional, automated ticketing system. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Robust Omnichannel Support, Powerful Automation (Workflows & Blueprints), Deep Zoho Ecosystem Integration, Self-Service Capabilities, Zia (AI Assistant), Excellent Value for Money #### Cons Steep Learning Curve & Cluttered UI, Advanced Features Locked Behind "Enterprise", Performance & Load Times, Walled Garden" Integrations, Limited Mobile App --- ### A good system - not super intuitive - Overall rating: 3/5 - Reviewer: Greg R. - Verified reviewer: Yes - Industry: Education Management - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I've used Zoho Desk a ton, probably over 1000 hours and it's a good system. It has a lot of bugs and odd idosyncrasies, but it is one of Zoho's more effective systems. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 1/5 - Functionality: 5/5 #### Pros I like Desk and I'm able to do most of what I need to. It's an extremely extensive system and Zoho is constantly working to improve it. #### Cons Desk has a couple of primary issues: 1. It doesn't auto-refresh tickets well. 2. The sounds for tickets are really bad and can't be changed 3. The back end settings are confusing and a lot of them lack user friendliness --- ### Get help and track tickets. - Overall rating: 5/5 - Reviewer: Thorsten K. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered I like it's ability to keep tickets open until they're worked upon. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Zoho Desk is simple to use and inexpensive when compared to similar and easy to track their tickets. #### Cons It helps us to connecting our clients in very short time #### Reasons for switching to Zoho Desk Zoho Desk is quiet simple and modified Communication tools. --- ### Helpdesk Resolution with Utmost Productivity - Overall rating: 5/5 - Reviewer: Aniruddha T. - Verified reviewer: Yes - Industry: Mechanical or Industrial Engineering - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered In conclusion, the software has really helped us move from a manual approach towards single click ticketing system which has improved our internal processes efficiently with an agile mindset. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options. #### Cons The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization. #### Reasons for switching to Zoho Desk To help minimize the clutter on our ticketing process and also provide the users with full visibility on tracking the status of their issues --- ### a very useful tool for organizations and MSP teams - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2023 - Review source details: This review was submitted organically. No incentive was offered In general terms, a very good experience, a tool that makes our work much easier by optimizing procedures. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like the customization of the system, creation of workflows, and automation #### Cons I would like the function to be included natively to close a ticket permanently after a specific number of days.Since one of the deficiencies is that I have clients who sometimes respond to emails from a few months ago and the ticket is reopened, there is an option to open a new ticket based on that type of responses but it is only with the highest subscription which is the enterprise and my subscription is the standard one. #### Reasons for choosing Zoho Desk ease of use, is located in the cloud and integrates with our other zoho tools (CRM/Campaigns, etc.) --- ### Very friendly user interface and easy to integrate - Overall rating: 4/5 - Reviewer: Nitin S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall Zoho desk is pretty much helpful if you are established your paws into a niche market and want to help your customers by providing proper services. Free version might lack some crucial features but you still can be able to handle much more without paying much for start. Learning curve is for non technical people hence one should understand the semantics of each tab. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros We have used this software for customer support and services and its first time we were using such software to analyze customer behaviors based on specific metrics. Zoho desk made it easy for us to deploy a top notch customer support system. We have went through many applications but the thing we liked most about zoho desk was that this looks like standalone app. Startups who are trying to manage a team of customer support can go for free version and get a hand on it. #### Cons Scaling is little bit complicated when you upgrade from free version to the other pricing plan also some modules would have room for improvements and can be able to increase efficiency. #### Reasons for choosing Zoho Desk Pricing is the foremost option. We have chosen zoho desk because its free plan is much feature filled compared to others. --- ### Excellent solution that meets all of our requirements. - Overall rating: 5/5 - Reviewer: Saskia M. - Verified reviewer: Yes - Industry: Restaurants - Company size: 10000+ employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2023 - Review source details: This review was submitted organically. No incentive was offered Zoho Desk is a top-tier platform for developing individualized customer service offerings. It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more and more requests. I've been using Zoho Desk for quite some time now, and it's been invaluable for streamlining my operations and those of my customer service staff. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros As a ticketing and customer service platform, Zoho Desk comes highly recommended from me. Because of how simple and straightforward it is to use, my staff has had no trouble adapting it for handling client concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to other Zoho products. We also like how quickly and effectively the customer service team responds to our inquiries and resolves any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures. #### Cons Although the program provides a great return on investment, the upfront fees might be prohibitive, especially for startups. One other thing that may be improved with Zoho Desk is the reporting capabilities. I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate. #### Reasons for switching to Zoho Desk I've found that Zoho Desk is a great tool for managing both my customer service personnel and my clientele. An easy-to-navigate interface that has helped me get more done in less time. There will soon be a need to upgrade our support and ticketing infrastructure. Aside than that, I think it's a fantastic platform for the company and would suggest it to other companies as well. --- ### I actually like the whole suite - Overall rating: 4/5 - Reviewer: Kortnee M. - Verified reviewer: Yes - Industry: Executive Office - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience has been pretty great. I’m still fairly new to the software but so far it’s been a great learning experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like most that the software integrates with a suite of tools I use frequently already. Setup is also really simple and provides tremendous value by way of customer support. #### Cons There is a slight learning curve which is not really a huge deal. I'd recommend really exploring the user interface and familiarizing with features before training others. --- ### One Dashboard to Rule Them All - Overall rating: 5/5 - Reviewer: Taylor C. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Zoho Desk changed how we work with customers. It's easy, professional, and keeps everything organized without needing extra tools. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I love how smooth the whole system runs. It’s simple to get used to, and I can train new team members without a long learning curve. #### Cons Free plan is nice to try out, but it’s quite limited if you really want to do more serious support work. --- ### Versatile and practical tool for sales team - Overall rating: 5/5 - Reviewer: Christoph B. - Verified reviewer: Yes - Industry: Hospitality - Company size: 201-500 employees - Product usage: Used monthly for less than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Its a versatile application which fulfills sales cycle and longer lead time deal making - excellent overview about the stages and likelihood to close. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy to set up and configure sales / lead mganagement tool. The teams appreciate the ability to configure and to add / draw reports from it. #### Cons The Zoho functions need to be configured by an expert user / heavy user. So, not everybody intuitively can drive the tool forward. --- ### Zoho Desk Review - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. the setup process was straightforward and fast, There were videos to assist in setting up #### Ratings breakdown - Ease of use: 4/5 - Value for money: 2/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros easy to use CRM, works well with other software integrations #### Cons quite expensive for the enterprise plan, it had all the features we wanted and I pretty much had to pay for it --- ### Zoho - the integrated platform - Overall rating: 5/5 - Reviewer: Taylor K. - Verified reviewer: Yes - Industry: Hospitality - Company size: 501-1000 employees - Product usage: Used daily for free trial - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall Zoho Desk has been extremely helpful, though I wish the settings were more adjustable and allowed more changes to specific profiles. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like how Zoho Desk can be integrated with Zoho inventory, allowing programs such as billing and help desks to be combined and in one spot. #### Cons I don't love the amount of notifications received and that the settings for this aren't adjustable. --- ### Amazing Product - Overall rating: 5/5 - Reviewer: Satheesh R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - Reviewed: February 2025 - Review source details: This review was submitted organically. No incentive was offered I am fully satisfied to work in this domain #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I like the support is to quick and we all are satisfied with this product. #### Cons It's very effective platform to work and simple to work. --- ### Zoho recomended - Overall rating: 5/5 - Reviewer: Eudelio P. - Verified reviewer: Yes - Industry: Internet - Company size: Self-Employed - Product usage: Used daily for less than 2 years - Reviewed: November 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ticketing feature is the one I use in my day job #### Cons I am happy with all features in Zoho Desk --- ### Zoho Desk Review - Overall rating: 4/5 - Reviewer: Omar M. - Verified reviewer: Yes - Industry: Human Resources - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Zoho Desk is that is it a diverse tool that can be used for many different reasons. However, it did take a bit for me to learn the software's UI #### Ratings breakdown - Ease of use: 3/5 - Functionality: 5/5 #### Pros What I like most about the Zoho Desk are the total capabilites it has available to users. From CRM, support, campaigns, tracking, etc. It is very diverse. #### Cons What I liked least about Zoho Desk is how frustrating the UI is to work with. I am used to working with simpler applications and Zoho was a bit of a learning curve to me. --- ### Zoho desk review - Overall rating: 5/5 - Reviewer: Ashkan K. - Verified reviewer: Yes - Industry: Accounting - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros What I like most about Zoho Desk is its intuitive and user-friendly interface, making it easy to manage customer support tickets. It offers excellent automation features for #### Cons Zoho Desk is its occasional performance lags, especially with larger ticket volumes. --- ### Zoho desk is a go! - Overall rating: 4/5 - Reviewer: Beatriz M. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it. #### Cons The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/zoho-desk-profile/reviews/?page=2) --- Zoho Desk Reviews, Pros and Cons - 2026 Software Advice