Zoho Desk’s layout is easy to use and doesn’t take long to learn. Automation handles most of the repetitive stuff. Reports give us a clear picture of how we’re doing and where we can improve.

We got Zoho Desk to get our support team organized and speed up response times. Before that, we used different tools that didn’t sync well, which slowed us down. With Zoho Desk, we track tickets, automate tasks, and get better visibility into customer issues. It’s helped us respond faster and stay on top of client needs. We've been using it for over a year now.

Zoho Desk’s customization can be limited for some use cases. The mobile app is slow and not great for quick updates. The knowledge base could use smarter search features.

Zoho Desk gives you the core features you need without the high price tag. I’ve used Freshdesk and Zendesk—Zoho’s easier to set up and works well with other Zoho apps. For us, it just made more sense, especially on the cost side.

Make sure it’s easy for your team to use and fits with your current tools. Look at how much you can automate, and check the reports—it should help you track what matters. Try the free version first to see if it handles your ticket volume.

Zoho Desk has added better automation, expanded integrations, and improved reporting. The knowledge base is more useful now, and AI features like chatbots have helped cut down on tickets. It’s become more polished over time.

Zoho Desk is great for small to mid-sized teams that want to simplify support without spending too much. Works well if you want automation, solid tracking, and easy setup. It’s also a good choice if you already use Zoho apps.

I like the software pricing which is favorable for us. I also like the deployment method, the tool is web cloud-based which means you do not need to install the tool on the premises but rather use the software as a web version in browsers, the software provides instant notifications to the agent or operators upon any ticket from the user for quicker response and resolutions towards their case

Our Organization bought Zoho Desk to solve tickets and to help clients reach us through our support email any time. Initially, we were using other software tools that had limited features like custom email which was affecting our email delivery to clients. I have personally used the software for three years.

The tool comes with limited integrations and does not have a good user interface, you cannot integrate the software with social media platforms like Whatsapp which leads us to use multiple tools. It is also expensive for smaller enterprises to use the paid version since it can affect the ROI. Hot mapping a domain to use it in the knowledgebase is so hard since it does not explain well how to.

They are cheap and reliable with a good customer care team. There is enough documentation in both video and in text form which has helped us gain more skills on how to use the product.

They should think of pricing and user care where most times they take longer time to respond hence making the user inconvenienced

They have added more features like improving the text editor which makes it easy to use to compose a ticket response while customizing the fonts, the tool has a mobile application to use to chat with clients.

Support operators

I like the use of custom email which does not require technical settings, you can easily set the DKIM and SPF record from the domain system and have all ongoing emails to clients customized from our brand, as well as the user interface of the software is clean enough to provide quicker navigation and finding other modules like solved tickets, pending tickets much easier.

We bought the software to solve internal tickets from our clients and team. I've been using the solution for one year, and it has helped me to be productive. It has also helped me to stay organized at work while handling issues that affect the clients. The company bought the software to make sure that support operators get more detailed context about clients and can solve their problems on time in an organized way.

The software pricing is expensive and works better for bigger teams.

They have a very good period for trial to make sure you make good decisions before purchase and the product team walks you through every step to ensure that you get to know about the software and how to use it well, there is enough documentation about how to use the software

They should think of scalability and the pricing of the tool so that it meets their needs

They have introduced AI composing of responses hence making responses easier. Secondly, they introduced 2FA security which is vital to us that while logging into the software, you receive authentication codes as this increases security to prevent unauthorized logging into the software

Support operators, product team

I enjoy using the AI feature. Zoho Desk is a great tracker for employee issues. The platform is web based and that makes it easy to access.

I purchased Zoho Desk to manage my remote team of consultants. I use the service to assign tasks, correlate calls and improve client satisfaction. Zoho Desk’s AI feature allows us to direct the customer experience more effectively . It helps my team avoid being overwhelmed. I have used Zoho Desk for 1 year.

It has a lot of features which can be overwhelming for a small team. Zoho Desk is not compatible with all platforms. It also might be more suited to IT focused organizations.

Zoho Desk is an affordable option for employers and consultants that need feedback on customer satisfaction and response time. It's a simple product with a lot of features, some of which I have not had a reason to use yet.

What is the size of your organization? Can you accomplish the goal of creating guides in a free platform like Google Docs? Do you want a program that is user friendly but occasionally has integration problems with other CRM platforms?

I have only used the platform for a year but have seen great response time for my inquiries. They consistently fix bugs quickly.

Zoho is good for small-medium sized organizations and an effective option for more IT focused teams.

• Zoho Desk can auto-assign tickets to individuals.
• It allows tracking of helpdesk tickets.
• It also tracks common issues and trends.

My company used Zoho Desk for all of last year. The main reason they bought Zoho Desk was to give customers a chance to create help desk tickets. We found that prior to this, we were losing track of customer requests and issue reports. Through zoho desk, the creation of tickets ensured we did not lose track.

• The price is a bit expensive.
• It would be nice not to have to pay for each individual that we want to have access to.
• If you accidentally close a ticket, it can be a pain to recreate it.

The big criteria that should be considered is how large your business is and how many users you will need. The other is which package would best fit your needs, we used the professional package.

I do see Zoho Desk frequently releasing updates to the system and, over the years we have had it, they have made it more user friendly and easier to track ticket trends.

I would suggest Zoho Desk for any organization that solves problems for customers. Either IT related product issues to product returns.