--- 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: 2,215 ### 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: 120 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. - Always had issues with connecting with Zoho server and would cause many loading server errors. ## Zoho Desk customer reviews Showing reviews 1-25 of 2,215 (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. --- ### Redefining customer service excellence, nurturing trust and loyalty among our customers with Zohodesk - Overall rating: 5/5 - Reviewer: Pereira S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Incorporating Zoho Desk into our customer service strategy remains to be the best decision we eve r made for our business. It enable us to deliver topnotch support experience. Zoho Desk equips our teams with robust tools such as multichannel support, efficient ticketing system, robust analytics etc which help us streamline our customer interactions and build lasting relationships with our customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Zoho Desk is easy to implement and enwrapped with a clear and easy to use UI. It also provide with a comprehensive customer service and help desk solution with features that enhance our customer interactions and team efficiency. I highly appreciate the ticketing system. It allows us to quickly sort customer tickets and organize our routine operations enabling us to attend and personalizing feedback for every enquiry without missing any. Zoho Desk has also empowered our customers to help themselves through the self service portal and knowledge base. They help customers find solutions for common problems as we are handling the complex issues. Without a hassle of multiple pages we receive and answers tickets through various channels e.g instant messaging, online forms, social channels and live chats. The context aware interface provides customer interaction history, ticket status, and ticket timelines for timely answers. Lastly Zoho Desk provide us with the best data protection for communication and customer data security. #### Cons The lower subscription plans are kinda limiting to businesses that need more flexibility because they lack customization options. Additionally, the customer portal cannot be customised or designed to match company's brand colours and consistency. --- ### 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. --- ### 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 --- ### 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 --- ### Fostering Seamless Customer Service and Support with Zoho Desk. - Overall rating: 5/5 - Reviewer: Samuel N. - Verified reviewer: Yes - Industry: Broadcast Media - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 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 It is simple to communicate and engage with customers across multiple communication channels with Zoho Desk. It enhances faster customer issues resolution. It provides 24/7/365 customer support. #### Cons My experience with Zoho Desk is great hence I lack anything to dislike. #### Reasons for switching to Zoho Desk Zoho Desk is less complicated, affordable and fast to use compared to it's similar products. --- ### 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.) --- ### Zoho desk allows me to track all incoming requests and to convert website visitors to real customers - Overall rating: 5/5 - Reviewer: Tacho T. - Verified reviewer: Yes - Industry: Education Management - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2021 - Review source details: This review was submitted organically. No incentive was offered A good-looking dashboard and customizable reports make a significant difference from other products I used. I am a visual man and it is very important for me to have a great visualized report. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Functionality: 5/5 #### Pros The most valuable feature for me is the ability to create different tickets for customer's requests. After delegates the ticket to the specific team I am sure the customer will be served in high quality... The custom dashboard gives me the all information I need to make better decisions and to take any action if there is any significant problem. #### Cons I would like to have an opportunity to make more customization to web forms in the same way as Zoho CRM. #### Reasons for choosing Zoho Desk I use Zoho CRM and choosing the Zoho desk was a natural decision. I always prefer to use all solutions. #### Reasons for switching to Zoho Desk Before choosing the Zoho desk we used a shared Excel sheet with manually inserted data and comments. That takes a lot of time for our customer support team. --- ### Fully ticketing and best helpdesk application system - Great Value for Great Features - Overall rating: 5/5 - Reviewer: Amit R. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I found the Zoho Desk user interface to be great. It's easy to navigate and create tickets, which saved me a lot of time and effort. I would highly recommend this product to anyone looking for a good ticketing system. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We were looking for a ticketing solution that could help us manage customer enquiries, document and collaborate communication, as well as track and resolve customer issues. Zoho Desk is the perfect solution for our customer success team. It's integration with other Zoho products such as Contacts and Calendar, has really streamlined how we interact with our customers. Zoho Desk has a huge list of features, making it very configurable to our specific business needs. The price is very competitive, making it an excellent value. #### Cons It can be frustrating when we can't find the right functionality or how to implement it, so it would be helpful if advanced features were more accessible or if there were tips on how to use them. However, sometimes companies choose to only make these available at higher pricing tiers. #### Reasons for choosing Zoho Desk I chose Zoho desk over these alternative products because it has all the features a user needs to create a ticketing system, organize and prioritize service tickets, easily track all tasks, create tickets, and respond to them fast. Zoho Desk is flexible, user-friendly, and efficiently tracks customers' history of support tickets. Zoho Desk supports various integrations, such as Jira Software, Google Workspace, Trello, Zoho CRM, Microsoft Teams, Zapier, Zoho Assist, Zoho Sales, and Slack. --- ### Zoho Desk for Help Desk Ticketing - Overall rating: 5/5 - Reviewer: Céline J. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It’s an exceptionally user-friendly platform, Zoho helped us manage tickets efficiently. Most of its features are great, the most useful and effective one for us was the automation — it helped us cut down manual work a lot and improve response times based on customer needs. Zoho also gives good transparency when integrating with other tools. #### Cons Zoho Desk has lots of features, but having to pay every time for each one can make it really expensive. The mobile version also needs improvement, it’s not as effective as the desktop one. --- ### 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 --- ### Desk software to deliver good support - Overall rating: 4/5 - Reviewer: Karan K. - Verified reviewer: Yes - Industry: Accounting - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered Overall its not so good to use Zoho but the idea is good #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros We can use it with limites excess of internet #### Cons Clumsy, and not intuitive along with gaping holes in sales --- ### 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 --- ### essential Communication tool - Overall rating: 5/5 - Reviewer: Smita J. - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used weekly for more than 2 years - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered Overall the experience has been satisfactory and we were able to achieve what we intended to do. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software #### Cons Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function. --- ### 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. --- ### A lot better compared to similar tools in many aspects - Overall rating: 5/5 - Reviewer: Buse S. - Verified reviewer: Yes - Industry: Consumer Electronics - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: November 2023 - 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 is a pretty nice tool because it lets us bring all our customer service stuff together in one place. We can handle support tickets, calls, emails, and even social media messages right in Zoho Desk. It's got a bunch of handy features and tools that help us run support smoothly. We can check out how we're doing with analytics, automate boring tasks, and set up our own custom workflows. Long story short, Zoho Desk has made our customers happier, improved our relationships with them, and kicked our customer support game up a notch. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Zoho Desk is a pretty robust tool with loads of features. However, there's room for improvement in smoothing out a few things and making the process more user-friendly. Still, it's a handy asset for businesses in all sorts of industries. If you just need a simple email ticketing system, it's a breeze to use. But if you want to dive into the knowledgebase features, it's a good idea to take some time to get the hang of it and make the most of what it offers. #### Cons It can get quite annoying when we're unable to locate the desired functionality or figure out how to put it into action. Therefore, having advanced features made more user-friendly or accompanied by usage tips would be greatly beneficial. --- ### 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