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About Zoho Desk

Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.

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Pros:

The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets.

Cons:

No alerts to end user when the ticket is passed from one agent to the next.

Zoho Desk ratings

Average score

Ease of Use
4.4
Customer Service Software
4.3
Features
4.5
Value for Money
4.5

Likelihood to recommend

8.5/ 10

Zoho Desk has an overall rating of 4.5 out 5 stars based on 2,193 user reviews on Capterra.

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Filter reviews (2,193)

Emily
Emily
Human Resources Specialist in US
Verified LinkedIn User
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

For managing tickets and tasks, Zoho Desk provides all I need

4.0 2 years ago

Comments: Maintain the things we offer by attending to the routine upkeep tasks that clients email us about. Provide a formal record of the work completed, and check to see that our employees are following through.

Pros:

Setup and use are breezes. Whenever a new customer is added, a ticket is created and an email is sent to our staff. To stay on top of things at work, a dashboard is invaluable.

Cons:

Zoho Desk can do the job, but it lacks the sophistication of other Service Desk software. The SaaS model requires you to take into account that the product's degree of customizability can be limiting at times.

Lisa
Recruiting and Employer Branding Specialist in Austria
Financial Services Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Creates an organized and collaborative teams for easy ticket resolution

4.0 8 months ago

Comments: Experience an automated support, self-service management and professional customization.

Pros:

Registering an outstanding experience with our customers is a huge achievement. Ticket management, real-time alerts and notifications. I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. It is quite secure.

Cons:

The alert system should be upgraded in inorder to notify the end user whenever a ticket is transferred from one agent to another.

Tiffany
Owner CEO in US
Retail, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

4 Affordable Pricing Plans To Choose From

4.0 2 months ago

Comments: I feel like Zoho Desk is ideal for small to medium sized businesses, like mine. It has been suitable for my business for automation and reporting. But if you're using this software i advise to upgrade to the advanced features. If you're seeking for software like this that is affordable, then this is a great choice for you're business. They provide 4 different pricing plans that are affordable.

Pros:

The pros of Zoho Desk are.... User friendly interface Omnichannel support Automation Reporting and analytics Integration Affordable Mobile apps

Cons:

The cons of Zoho Desk are... Limited advanced features Steep learning curve Limited customization Dependance on Zoho Ecosystem

Alberto
Administrative Supervisor in Spain
Automotive, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Zoho Desk has been a game-changer for managing customer support requests efficiently.

3.0 last year

Pros:

The ticketing system is user-friendly and the automation features save tons of time.

Cons:

Integration with other Zoho products could be smoother, and the reporting features could be more robust.

John
Finance Officer in US
Nonprofit Organization Management, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

What I Know about Zoho Desk

4.0 4 weeks ago New

Pros:

Zoho Desk makes it super easy to deliver customer experiences via real-time live chat and audio calls.

Cons:

Zoho Desk is cloud-based and it is only premium, thus it has no free version.

Peter
Consultant in Denmark
Renewables & Environment, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Offers multiple options to help customers get their issues resolved quickly

5.0 9 months ago

Comments: Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.

Pros:

In the period I have used Zoho Desk, I have experienced huge internal and external support systems improvement while reducing the cost. It is easy to manage many requests from multiple sources quickly and seamlessly increasing productivity. Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk. It is affordable and easy to use.

Cons:

Zoho Desk gives maximum scalability and return on investment. I have nothing to complain about so far.

Liam
CMO in UK
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Keep your customers happy

5.0 9 months ago

Comments: Zoho Desk is very responsive and fast, is packed with useful features and easy to use for everybody.

Pros:

In my line of business the returning customers is very important and that why is important to keep them happy and respond to their issues as fast as we can. Zoho Desk integrates with ease with other Zoho Apps and make it a great deal, all the data about the customers can be acceded easily. The system is simple and intuitive and all my colleagues use it with ease, even the older non tech ones.

Cons:

We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection).

Verified Reviewer
Verified LinkedIn User
Transportation/Trucking/Railroad, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

Zoho Desk Best Customer Support

5.0 9 months ago

Comments: Great support solution for tickets and addressing customer needs

Pros:

Easy features and smooth access to shortcut

Cons:

Log in process is cumbersome and not intuitive

Alternatives Considered: BusyPaws

Reasons for Switching to Zoho Desk: Better features all around from a support perspective

Houyamne
Houyamne
UI Designer in Cameroon
Verified LinkedIn User
Marketing & Advertising, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

our all-in-one client-success management tool

5.0 2 years ago

Comments: This tool helps our team to manage invoices and support related issues and personally, I'm satisfied with it.

Pros:

Zohodesk helps us to effectively communicate with our customers in several ways:- It enables us to create effective create quote forms with automatic payment options attached. This works in the way that when a client requests a free quote. We usually include a payment option at the bottom of the quote that will permit the client to directly make their payment (PayPal and Stripe) after quote acceptance. We also urge them to quickly sign and agree to our business terms before payment is initiated.-We use it to create automatic recurring payments based on the contract type with the client.- It also helps to manage support tickets and follow up with any issues our clients might be facing.The most fascinating part of it is that ZohoDesk handles everything internally

Cons:

Even though the free version is limited, but yet, we still get the best out of it. It's not a bad deal.

Peter N
Cyber Security Engineer in Canada
Computer & Network Security, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Elevate your customers experience with Zoho Desk, a ten over ten software.

5.0 3 weeks ago New

Comments: Incredible experience like no other. My all-time partner.

Pros:

Make communication proactive with Zoho Desk. It has a very easy to use user interface, very easy to use. Ticket management and real time alerts and notification makes Zoho Desk our top priority. A game changer you ought to try.

Cons:

Let's learn to focus on the positive side, Zoho Desk can never let anyone down.

Stefano
Marketing manager in Italy
Business Supplies & Equipment, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

A valid platform to group tickets from different sources

4.0 3 months ago

Comments: My experience with Zoho Desk has shown that it’s a very flexible and reliable platform which can group tickets from different sources into the same place. Like any tool it comes with some room for improvement, especially in the mobile version. Sometimes slowdowns may occur if you have a lot of data in your reports.

Pros:

Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.

Cons:

The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.

Alternatives Considered: Help Scout

Reasons for Choosing Zoho Desk: Costs for advanced features were too pricey

Switched From: Freshdesk

Reasons for Switching to Zoho Desk: It has fewer advanced automation options

Scott
President in Canada
Marketing & Advertising, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Reliable Solution for Customer Support and Organizing

5.0 3 months ago

Comments: Using Zoho Desk has been a largely positive experience. Using Zoho Desk has been a largely positive experience.

Pros:

The layout is intuitive easy to navigate, even for beginners. I could set up my help desk quickly, and training my team to use the platform. Everything is organized neatly, from tickets to customer profiles, making it simple to stay on top of tasks.

Cons:

The basic and mid-tier plans have limited customization options compared to the higher-priced plans.

Andrew
Customer Service Manager in Kenya
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent and awe-inspiring Help Desk Solution.

5.0 12 months ago

Comments: I'm happy because Zoho Desk delivers great customer services.

Pros:

It enables seamless communication and engagement with our customers via live chat in multiple communication channels.Zoho Desk integrates better with many applications that I already use in our organization.It is possible for our web visitors to ask and receive responses quickly with Zoho Desk.It increases customer satisfaction.

Cons:

I'm yet to encounter anything unpleasant with Zoho Desk as it streamlines customer service operations.

Laide
Chief Executive Officer in Australia
Management Consulting, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Intuitive ticketing system for a consulting company

5.0 5 months ago

Pros:

Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time.Additionally it is very easy to use and has a very user-friendly UI.

Cons:

Some occasional system slowdowns can affect productivity.

Rachel
Rachel
Junior Project Manager in Czechia
Verified LinkedIn User
Environmental Services, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

An easy-to-use tool with great built-in features for a good quality customer service

5.0 last year

Comments: Compared to other customer support tools, it is cheaper. I use it every day and still discover new possibilities of use!

Pros:

Once you learn how to navigate in the settings, you can access so many advanced features - you can set your own rules for the entire ticketing system, create automatic replies and message templates, create surveys, etc.

Cons:

It is easy and intuitive to learn to use it for the basic ticketing system, however, it takes some time if you want to dive into its more advanced features for the rules creation.

Verified Reviewer
Verified LinkedIn User
Health, Wellness & Fitness, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

Zoho Desk is pretty Good

5.0 12 months ago

Comments: Very good to use and easy to maanage, reports have to be better structured.

Pros:

Easy to use and comfortable user interface.

Cons:

Limited in free version and i needed to test its features.

Veeresh
Snr Manager in India
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Good Tool to use

4.0 3 months ago

Pros:

its easy to use and work allocation would be easy

Cons:

Less support to explore and implement all the modules

Ashley
Receptionist in US
Apparel & Fashion, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Zoho + Communication = Happy Customers

5.0 last year

Comments: With this software, our company is able to assist over thousands of customers on a daily basis with they equipment.

Pros:

The most important features for myself as the front face of the company, is having the ability to find a customers support ticket in the queue and being able to get a message to the correct technician that can assist the customer. Very efficient and helpful

Cons:

One feature that I would like to see or maybe shown how to use is the ability to merge duplicate customers when they are in the system

Yanyu
Senior Data Scientist in US
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Improve customer satisfaction and the efficiency of your services

5.0 last year

Comments: The efficiency and competence with which this initiative has been launched is commensurate with the degree of support we had hoped to achieve. Our customers benefit immensely from its ease of use and practicality, notably in contact management, allowing us to answer their questions and handle their issues. If you want to invest in your infrastructure, use this program. The deployment of this system has been crucial in cutting down on costs connected with providing support to customers. Thanks to its handy features, you'll be able to respond to any concerns that arise from customers.

Pros:

The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys. Increased client satisfaction is a result of these additions. Zoho Desk is often recognized as the best option for efficiently meeting customers' requirements.

Cons:

This one's UI could be more polished than other applications in your specialty.

Frida
Founder in Kenya
Professional Training & Coaching, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Why Zoho Desk is a hack to skyrocket seamless and healthier business environment.

5.0 last year

Comments: Hot deals. Zoho Desk gives exactly dazzling results. It has built the best for my clients.

Pros:

Easily adaptive tool. It can easily be integrated with other softwares that I use. Nevertheless, launching was such an easy task and productivity has risen beyond my expectations. I find Zoho quite user friendly and quick.

Cons:

Always moving a step each day is my goal as a founder and I embrace Zoho Desk for smarter and progressively growing customers experience.

Alexander
Project Manager in US
Law Practice, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Overall, a solid ticket management and blueprint system

4.0 12 months ago

Pros:

Admin system is solid, but not the easiest to learn. Great features once you get it

Cons:

Difficult permissions management and it takes a long time to get off the ground with understanding how to customize

Beatriz
CUSTOMER SUPPORT SPECIALIST in US
Verified LinkedIn User
Transportation/Trucking/Railroad, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Zoho desk is a go!

4.0 2 years ago

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.

Enrico
Customer Service Manager in US
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

My Experience With Zoho Desk

5.0 last year

Pros:

I like the knowledge management features It comes with amazing help desk support features

Cons:

Zoho Desk has been great and no issues yet.

Himanshu
Himanshu
Operations Manager in India
Verified LinkedIn User
Logistics & Supply Chain, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Best CRM for your business!!

5.0 last year

Comments: A very reliable and trustworthy dashboard and with cloud support, we can access it from anywhere.

Pros:

Zoho Desk has an easy to use interface. It incorporates so many new functionalities on the dashboard.

Cons:

Some of the icons difficult to understand. More work needs to be done on it.

Carine Sylvie
Carine Sylvie
Remote administrative assistant in Benin
Verified LinkedIn User
Consumer Services, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

All in one customer support

5.0 last year

Comments: Zoho makes it possible to set up and automate customer support. It also integrates multiple applications

Pros:

It's the most complete platform for managing all aspects of customer service. In addition to email, telephone and livechat support, it also tracks tickets. The knowledge base is handy for providing answers to the questions customers frequently ask.

Cons:

I can't really think of anything negative to say about this platform. The functionalities are impressive.