Zoho Desk Reviews in June 2026: User Ratings, Pros & Cons

Powerful but with some gaps

What do you like best? The pre-canned dashboards are quite handy, however I would like to see more 'quick change' options and the ability to embed a set dashboard into another site for executive consumption. While it's early days, it looks like there are plenty of automation tools that we can leverage to minimize the time that Tech Support people spend on 'paperwork' related to tickets. We are just exploring the use of the KB to add to replies to customers to help them self serve. What do ...

Very Happy so far...

What do you like best? I like the knowledge base, customer portal, and snippets features the best. What do you dislike? I have not been able to figure out how to add more product categories. Out of the box, it is configured with "hardware, software, and CRM applications. My business needs 2 product categories, which are "products" and "Services" Recommendations to others considering the product Still in early implementation. I am far from a subject matter expert at this time. What ...

Zoho Desk is the only help desk solution we found that doesn't mangle emails

What do you like best? The number one 'feature' that attracted us to Zoho Desk, after trialing a LOT of other systems, was how well it deals with the email communication between us and our customers. All the other systems have 'Reply above this line', or mangle any 'in-line' replies that customers might make... or any number of other frustrating ways that make it obvious it isn't a straightforward email conversation. Zoho Desk has absolutely nailed what other help desks obviously struggle ...

Love it. Very intuitive

What do you like best? The ease of use. Bathroom Issues: Clearly what is in place is not working for all parties. I’m proposing that we hire a professional cleaning company to address the common area bathrooms and stairwell/hallway daily. I will get price bids and circulate to you and Nick. This cost will be borne by you and Nick. My conversation with Nick was very informal. As you noted, it is not my position to enforce or take a stance on what you are providing out of kindness to Nick ...

Zoho Desk - Best Support Cloud Based Desk

What do you like best? Easy to use and train staff Comprehensive ticket system Supports multiple agents Internal and external users Knowledge base Communication options Users / Customer Login What do you dislike? The mobile app needs some work as some Customization are not flowed in app. Email Customization required in regards to font, color. Nowadays, all customers communicate using whatsapp application, there is no integration yet with whatsapp, then we have to ...

Zoho Desk - A fully-featured help desk support system

What do you like best? - Comprehensive ticket system - Supports multiple agents - Internal and external users - Knowledgebase - Communication options What do you dislike? - Takes quite a bit of configuration - Branding email templates was problematic - Some reports could be better Recommendations to others considering the product There are many options for help desks these days, but few have the features of Zoho Desk and none can match the value, especially if you are a Zoho ...

Zoho Desk Professinoal - A Very Flexible Helpdesk

What do you like best? - Allows Custom fields - Allows Custom reports (including reporting on the custom fields - Allows notes on sub-tasks - Has multiple 2-factor authentication options What do you dislike? - Support seems a bit slow (around 2 business days for a response in my experiences - not sure how this compares to other helpdesk vendors - Reporting on multiple modules at a time ("child modules" can show duplicate records (this is by design by Zoho and is counterintuitive ...

Best ticketing system!

What do you like best? It is an intuitive tool easy to learn and use, especially for agents with very little knowledge, can identify improvements in processes, easy to license, useful for case management and customer service oriented. you can easily see indicators and measure management in real time. It allows us to easily identify which cases are about to expire, which helps us to identify the root causes of failures or opportunities for improvement. One of its best features it's the ...

Best support desk i have ever used

What do you like best? Easy to use and train staff the blueprinting is really amazing which allows us to guide staff through our company process. With Zoho we went from keeping everthing in our inbox and heads to having a clear path to completing tasks as required. From what we have seen thus far we have not even scratched the surface of what ZOHO desk can do. The support from the team has been great as well, assisting us where we need and the knowledge base is robust. We also love the ...

The most important customer service

What do you like best? The easy way for our customers to get the support they need quickly, through a friendly interface, can receive personalized support as it is sensitive to the context. What do you dislike? I do not find any factor that makes me make the decision to change the program, it seems complete and intuitive that benefits the client. Recommendations to others considering the product As a result of the benefits obtained, clients will feel more valued and will have the ...