Zoho Desk Reviews and Ratings

Rating: 7.7 out of 10

Score

7.7 out of 10

Community insights

TrustRadius Insights for Zoho Desk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Browser-Based and Cross-Platform Support: Users highly appreciate the flexibility offered by Zoho Desk's browser-based and cross-platform support, which allows for seamless access and usability across different devices and operating systems, enhancing their overall workflow efficiency.

Customizable Nature: The customizable features of Zoho Desk are valued by many users as they enable tailoring the platform to specific needs and preferences, providing a personalized experience that aligns with individual work processes and requirements.

Integration Capabilities: Many users find the integration capabilities of Zoho Desk impressive, especially noting the ease of integrating the platform with websites or applications using simple widget codes. This seamless integration enhances productivity by streamlining workflows and improving overall efficiency in customer support operations.

Reviews

24 Reviews

Zoho Desk is an all in one customer service experience. Mostly good with some important flaws

Rating: 9 out of 10

Incentivized

March 28, 2025

Use Cases and Deployment Scope

We use Zoho Desk to handle all of our customer service tickets. We also use the knowledge base function inside of Zoho Desk to address any customer questions and act as our FAQ. We need to be able to receive and answer customer questions easily and respond in a timely manner, which also allows us to have tracking and analytics. Zoho Desk satisfies this need quite well.

Pros

Set up is super easy for Zoho Desk.
The Customer Service platform lab works pretty well, and it’s easy to receive and respond to tickets.
The analytic section is pretty competent and is able to resolve a lot of questions about performance.
The knowledge-based feature is extensive and powerful and has the ability to answer customer and internal questions.

Cons

The analytic section lacks the ability to focus in on working hours.
The analytic section is also lacking the ability to choose specific date ranges.

Likelihood to Recommend

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Greg Rellaford

Account Manager and Retention Specialist in Customer Service at Hope Squad (11-50 employees)

Vetted Review

1 year of experience

Verified on LinkedIn

ZohoDesk, a great ticketing platform.

Rating: 8 out of 10

Incentivized

June 24, 2024

Use Cases and Deployment Scope

We currently use Zoho desk as our main ticketing system. We utilize a home grown ticketing system in our ERP and Zoho desk. We plan to consolidate to Zoho once we are ready to go. This platform captures everything we need, provides insights via KPIs and other relevant information for the end user and the technician that gets tickets assigned. We use the reporting all the time to see where the team is at. As a team, we can review all tickets together and improve.

Pros

Captures email and converts into tickets
Reporting
support
Ticket tracking

Cons

separating departments tickets
spam control
intuitive report searching.

Likelihood to Recommend

Tracking of tickets has been great. There are times when some spam passes through and becomes a ticket, but it is easy to delete those. My company is very much into LEAN, and likes to see reports to see our progress as a team. The reports provided give good information for these presentations

Verified User

Manager in Information Technology (201-500 employees)

Vetted Review

3 years of experience

Zoho Desk - Simplifies the Ticketing Process

Rating: 7 out of 10

Incentivized

June 24, 2024

Use Cases and Deployment Scope

We use Zoho Desk for Ticketing. This has solved the problem of missing customer requests. The scope of use for us, or the flow in which Zoho Desk assists is:

Automated Acknowledgement Email to customer with a ticket number and greeting

Automated Assignment of Agent

Timer Started

SLA Timer Started

Pros

Automated Ticket Acknowledgement to Customer
Grouping of Data of Customer
organises ticket data into one pane of glass
Attaches files to case

Cons

It could do with a few pre populated email templates
Allow remote connections direct to Manage Engine Endpoint Central
Have a customer chat feature

Likelihood to Recommend

For an IT support Business, Zoho Desk is amazing. Zoho Desk automates many processes that allows us to respond quicker, free up repetitive tasks time and also time against or SLA agreements to ensure we don't breach.

I can't tell you where it's less appropriate as so far we have had good success with using Zoho desk

Sanjay Singh

Business Development Manager in Corporate at TrionTech (1-10 employees)

Vetted Review

2 years of experience

View profile

Zoho Desk is great as a customer support platform

Rating: 9 out of 10

Incentivized

January 16, 2024

Use Cases and Deployment Scope

We use Zoho Desk primarily to manage our customer support and support tickets from a customer, we have a link on our website that automatically enters the ticket into Zoho Desk & a workflow set up to assign the ticket for a group for each specific sales office based on the originating country of the ticket. From there a support agent from the correlating office can respond to the ticket or assign it to another user as necessary.

Pros

Scheduled reports for Specific customers
Organizing data by customer and the customer can respond to a Zoho Desk ticket by email and the response will automatically be entered into the related ticket on our desk platform

Cons

The Zoho Desk community forum could use more options. If our customers could post questions or create a new topic on the forum we created we would be more apt to use it
When a new contact or account is added to Zoho Desk it automatically assigns the account owner to our Zoho Admin, with no sales office even when a sales office specific support agent controls the ticket and a sales office is specified on the ticket - so more thorough data transfer into the CRM would be an improvement.

Likelihood to Recommend

Zoho desk is well suited for anyone wishing to use it as their primary support platform in association with a company website if there is dedicated support personnel within the company. I would say that Zoho desk would be less appropriate for retail based customers as a platform to write reviews on products received.

Verified User

Analyst in Sales (51-200 employees)

Vetted Review

3 years of experience

Functional Service Desk Offering

Rating: 7 out of 10

Incentivized

January 1, 2024

Use Cases and Deployment Scope

As a small company, we needed a Service Desk that offered good standard features, that allowed us the ability to customize where we needed to and presented an opportunity for the company to grow its use internally over time. It was our first real Service Desk product and has allowed us to offer better service to our customers, as well as giving us the ability to report on and view our capabilities and delivery against SLAs.

Pros

Browser-based
Cross-platform support and functionality
Customizable

Cons

It regularly experiences slow performance
The interface could be designed better
Customization can be a bit rigid and not as open as some platforms

Likelihood to Recommend

As a SaaS offering it delivers on the cross-platform accessibility front quite well. Any Cloud service means it can be consumed from anywhere, giving a business the agility it needs to employ staff from no set geographic location, as well as allowing work-from-anywhere scenarios. The interface is okay to use but could be better, but in terms of basic functionality that you'd expect a service desk to deliver it does that quite well.

Kevin Almond

Head of Customer Success in Customer Service at Forfusion Ltd (51-200 employees)

Vetted Review

3 years of experience

View profile

Handle your trouble tickets and customer queries like a pro with Zoho Desk

Rating: 10 out of 10

Incentivized

October 15, 2021

Use Cases and Deployment Scope

We have integrated Zoho Desk with our web application to be able to have our existing customers submit tickets with screenshots and description of the problem being faced or for any general query of any feature. It is being used by the customer success and development teams currently and through Zoho Desk, we have been able to track all requests/issues by the existing customers as well getting them resolved or answered in the shortest possible time.

Pros

It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
You can easily track all of your tickets and agents from the dashboard interface.
You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

Cons

There is no Desktop application for Zoho Desk which is a crucial missing feature.
The shortcut icon for Recent items could have been placed better, maybe in the top header menu instead of in the footer.
The footer menu needs bigger icons as some are unrecognizable on smaller size monitors.

Likelihood to Recommend

The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.

Humayun Farooqi

Customer Success Manager in Customer Service at Tarsil.pk (1-10 employees)

Vetted Review

1 year of experience

View profile

Imagine offering 24/7 consistent quality support to every single customer

Rating: 8 out of 10

Incentivized

July 13, 2021

Use Cases and Deployment Scope

Zoho Desk has put customer service at the heart of our company. It is a tool in the help desk category that has helped us focus on the customer and deliver high-quality customer service to every single customer. Using this tool has led to improved business services and decisions while customers enjoy timely support.

Pros

Communicating with customers across multiple channels
Team collaboration across departments
Managing tiny gears and cogs
Assigning tickets automatically

Cons

When demand increases, the functionality depth of some features may feel limited
To get started with the system requires a lot of customization

Likelihood to Recommend

It supports a wide range of support networks that can be used by agents to establish robust customer relationships that will improve business operations and result in bigger profits.

Rose Carmela

Project Manager in Information Technology at BNY Mellon (10,001+ employees)

Vetted Review

1 year of experience

View profile

Complete customer support managing platform available for businesses

Rating: 8 out of 10

Incentivized

June 30, 2021

Use Cases and Deployment Scope

Zoho Desk is one of the best platforms available for creating customizable support experiences for customers in the marketplace. It has all the best features of prioritizing requests, managing the requests, and closing more increasing requests on a different platform linked to the business. I have been a user of Zoho Desk for a long time and am still using the platform for better managing customer support and improving the overall efficiency of the customer team effectively.

Pros

Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
It is completely a feature rich platform.

Cons

The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
[I feel] its customer support needs improvement.

Likelihood to Recommend

Zoho Desk is helping me a lot in managing the customer support along with the customer support team effectively. Clear and clean dashboard with robust UI helping me to be more productive at work. Support and ticketing need to be updated in the near future. Other than that, it is a great platform to have in the organization and I would recommend this to other businesses too.

Sofia Martinez

Accounting Consultant in Finance and Accounting at The Intersect Group (501-1000 employees)

Vetted Review

2 years of experience

View profile

A Responsive and Reliable Help Desk App

Rating: 9 out of 10

Incentivized

May 31, 2021

Use Cases and Deployment Scope

Zoho Desk is the program that clients use in our organization, to air their requests, and demands, and the support team offers them the answers that they require. Again, Zoho Desk creates a timely communication channel, where without delays, messages are spread effectively to the right people. Lastly, Zoho Desk is an organized helps solution, which has ticket management features for the customers.

Pros

Zoho Desk enhances or fosters the relationships we already have with clients as we easily communicate.
Again, questions and complaints are aired through Zoho Desk regarding our products.
Finally, Zoho Desk acts swiftly, through the concept of ticket management.

Cons

Zoho Desk sometimes loads or hangs, which lowers its efficiency and this should be improvised.
Also, Zoho Desk lacks compatibility on some Apple products, not ignoring the huge customer base which uses them.
Other operational challenges were effectively handled.

Likelihood to Recommend

Zoho Desk is the right solution to recommend companies that have many clients, as it offers customer assistance immediately. Again, Zoho Desk is online, hence, far-reaching to those customers which are away from the company. Lastly, Zoho Desk ensures there is no wait time, as the ticketing concept is well maintained.

Hildah Kay

Help Desk Technician in Customer Service at Outdoor Pride (51-200 employees)

Vetted Review

2 years of experience

ZoHo Desk - Great tool for the price

Rating: 8 out of 10

Incentivized

May 17, 2021

Use Cases and Deployment Scope

Currently, we utilize Zoho Desk for our IT department. Zoho [Desk] is used to keep track of issues either reported internally, or from our external customers through a support email address we assign within Zoho. There are many features including time tracking, workflows (automated), and customizations. There are also macro's that can be built for auto assignment based on many available fields within the generated ticket.

Pros

Macros - These are great ! You can auto assign based on many different criteria. Easy to build as well.
Customization - Easy to build customizations at your fingertips. It helps when you need just a little bit more information to perform the tasks at hand.

Cons

When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)

Likelihood to Recommend

[Zoho Desk] is well suited for support as well as maintenance and new projects.

When utilized for support, the ticketing portion works well. It's not an "over achiever". You get what you want and can either keep the fluff, or remove it based on your needs. You can even customize what you see on the screen. With the workflow, you can view all work queues and easily tweak them.

Verified User

Analyst in Information Technology (501-1000 employees)

Vetted Review

2 years of experience

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Reviews and Ratings

Handle your trouble tickets and customer queries like a pro with Zoho Desk

Rating: 10 out of 10

Incentivized

October 15, 2021

Use Cases and Deployment Scope

Pros

It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
You can easily track all of your tickets and agents from the dashboard interface.
You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

Cons

There is no Desktop application for Zoho Desk which is a crucial missing feature.
The shortcut icon for Recent items could have been placed better, maybe in the top header menu instead of in the footer.
The footer menu needs bigger icons as some are unrecognizable on smaller size monitors.

Likelihood to Recommend

Humayun Farooqi

Customer Success Manager in Customer Service at Tarsil.pk (1-10 employees)

Vetted Review

1 year of experience

View profile