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

Great Software, just needs more documentation

What do you like best? Everything works great. We really using it. Once I figured out some of the more complex stuff it has become a super great tool for a good price. Everything is easy to set up and use once you figure out the core features. What do you dislike? The documentation is super lacking. You can figure it out, but it takes some time. The basic info on the site just does not really tell you much. And the information you can find is buried way in the support forums. Also, ...

Easy to setup, many features, but too many UI changes

What do you like best? Lots of customization available for data fields. Workflows are very useful. Cost is pretty low at $12/month per user. Time entry module allows a lot of specific data. What do you dislike? Customer portal is limited. Support is terrible. Reports function limited to always having a time filter of <180 days. No PDF ticket output in a printable format available for customers. They brought in a new UI a few years ago that made everything non-intuitive. The old version ...

Standout Product in an ever-more crowded field

What do you like best? The interface is quite literally among the cleanest and well-designed we've ever encountered. The agent experience is also among the best and is critical to responding to customer demands quickly and efficiently. High levels of customization allow adapting to virtually any workflow. The ability to integrate chat, voice, and sms are extremely helpful. The rating system and the reporting is excellent and the value from the suite of products, as a whole, is truly ...

Superb!

What do you like best? Customisation is second to none. Their professional edition gives so much customisation that allows you to tailor it to your business needs. Price is ideal for small business. Love the integration with Zoho Assist remote support. What do you dislike? Professional edition only includes one agent in the price. Would like to see this increase to two. Recommendations to others considering the product Take their trial. Customise it and see how great it is. What ...

Making my job easy peasy with ZoHo Desk

What do you like best? I love the fact that I am bale to input everything from a customer and be able to have our record of this to fall back on after many many years. Also that ability that a customer can access there input as well What do you dislike? I really do not see anything that I dislike about this . It has helped me with my job tremendously at my job duties. I am able to locate a cvs with just one main entity and there whole history appears . Makes one on one with the cvs so ...

Best Support Desk with best features

What do you like best? The amount of features given are great, but the tracking feature is the best. The ability to see how your agents are handling the workload and how fast they are replying to tickets. What do you dislike? The design of the customer portal is a little dated with the tabs layout, plus no other templates or layouts are available. Recommendations to others considering the product I recommend others to give Zoho a try, take your time implementing the service and make ...

Great Tool Within A Great Ecosystem

What do you like best? I love that Desk integrates with the CRM seamlessly as well as Books. It creates an amazing workflow. This allows our clients to write in and we can know exactly what products they pay for and exactly what we need to do to meet the needs of our clients swiftly without any issues. What do you dislike? The initial setup is pretty intense. It would be awesome to have a walkthrough to assist with the initial setup. Take it slow and go through each item in the setup ...

Zoho Desk is a great help desk software - nice features at a good price point!

What do you like best? Zoho Desk is easy to set up - you can be up and running in a matter of minutes. There is a host of well thought out features that help you in setting it up the way you want it to meet all your needs. Best of all, the pricing model is quite simple and affordable compared to other products in the market. What do you dislike? Information on setting up some complex features is hard to find. Would have liked 24/7 support. What business problems are you solving with the ...

Great tool laser-focused on support ticketing, with an integrated knowledge base.

What do you like best? Zoho Desk is very flexible, allowing customized fields in Tickets, Contacts and Accounts, even for the free version. It is possible to turn off all of the customer-facing features (e.g. email notifications, public Help Center, public Knowledge Base articles and use it as a purely internal tool for tracking support cases. The company seems very responsive: there have been numerous improvements to Desk while we've been using it, and the one minor bug I reported was ...

Great Low-Budget Support System

What do you like best? Has many features in the free edition that you can't get anywhere else. It's super easy to get started, and with it being free to start there is nothing to lose. What do you dislike? The platform user experience is not the best, but it is getting better. Recommendations to others considering the product If you don't need a ton of crazy high end feature from the likes of Zendesk, Zoho Desk will likely do it for you, and be much cheaper in the process. What ...