Zoho Desk Reviews

Name: Zoho Desk
Brand: Zoho
Rating: 4.1 (21 reviews)

Vendor: Zoho

4.1 out of 5

21 reviews
90% willing to recommend

What is Zoho Desk?

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

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Zoho Desk is the #5 ranked solution in top Help Desk Software and #6 ranked solution in top CRM Customer Engagement Centers. PeerSpot users give Zoho Desk an average rating of 8.2 out of 10. Zoho Desk is most commonly compared to ServiceNow: Zoho Desk vs ServiceNow. Zoho Desk is popular among the midsize enterprise segment, accounting for 50% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 42% of all views.

Helped 856,807 peers since 2012

Featured Zoho Desk reviews

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Nishant Pofale

Executive Director at Claim Genius

Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use. It can interact with WhatsApp and supports IP-based calling systems. Automation is possible, such as creating tickets through inbox integration. Additionally, maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.

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Sainath Racherla

Associate Director at Scimax Global LLC

Before Zoho Desk, we used Atlassian Jira and Azure DevOps. We were trying to expand and then automate other functions like requirement capturing. We also tried setting up test suites in Atlassian and then in Microsoft DevOps. However, as a company, we didn't want it to pivot in that direction so early because of the adaptation. It is still on the road map. Zoho Desk is better than Atlassian Jira and Azure DevOps because it's very flexible. They're an agile team that hosts you in a dedicated part. There is dedicated help provided to you on chat. If you have a query, a particular person will take it up. In that sense, it is pretty agile and simple, and then you get straightaway support from them whenever required. But when you think from a long-term standpoint, there's no requirement management tool offered in their suite. Also, you cannot construct the test suite and then automate your test cases there.

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Zoho Desk mindshare

Product category:

As of June 2025, the mindshare of Zoho Desk in the CRM Customer Engagement Centers category stands at 1.8%, down from 2.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerResearch reports based on Zoho Desk reviews

Type	Title	Date
Category	CRM Customer Engagement Centers	Jun 13, 2025	Download
Product	Reviews, tips, and advice from real users	Jun 13, 2025	Download
Comparison	Zoho Desk vs Microsoft Dynamics CRM	Jun 13, 2025	Download
Comparison	Zoho Desk vs Salesforce Service Cloud	Jun 13, 2025	Download
Comparison	Zoho Desk vs ServiceNow Customer Service Management	Jun 13, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	N/A	92%	221 interviews Add to research
JIRA Service Management	4.1	N/A	93%	86 interviews Add to research

Valuable Features

Zoho Desk is user-friendly with extensive customization options. It supports seamless integration, including CRM and telephonic solutions, and allows ticketing across multiple channels. Its mobile accessibility and flexible automation enhance user experience. Zoho Desk's interface is intuitive with valuable task management and analytics features. The integration with various applications, such as Microsoft Teams, and pricing flexibility are highly praised. Users appreciate its capability to manage customer interactions efficiently and improve productivity.

"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."
"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."
"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

Room for Improvement

Zoho Desk users call for improved integration with tools like Outlook, Zoho CRM, and project management systems. They seek enhanced IT service management features, flexible customization options, and better customer service. Night mode display needs improvement to ease eye strain. More knowledgeable technical support is required, and pricing is considered high. Users seek better social media tracking and added functionality for alerts, notifications, and email automation, alongside more extensive integration efforts. Stability and scalability also need enhancements.

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

ROI

Zoho Desk delivers a return on investment with its effective use. The control and cost-saving features are appreciated, although the analytics tool remains underutilized. While the platform offers power to those who utilize it properly, its configuration and full utilization can be challenging without a specialist.

Pricing

Enterprise buyers find Zoho Desk pricing economical, with flexible subscription options available monthly or yearly. Rates vary, with a general cost of $10 to $45 per user monthly or $35 per user annually under Zoho One, which includes multiple Zoho applications. Pricing depends on the region and data centers. While the cost is generally affordable, concerns include potential price increases and complicated pricing in specific regions, such as Brazil.

"Zoho Desk is a cost-effective solution."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

Popular Use Cases

Zoho Desk is primarily used by organizations for managing support tickets. It handles customer inquiries, complaints, and feedback by creating tickets for efficient tracking and response. Zoho Desk integrates multiple communication channels, such as emails and social media, consolidating them in one platform. It facilitates ticket management, customer interaction, and streamlines processes like CRM integration, asset management, and project tracking. It also serves as a knowledge base, enhancing both internal and external support operations.

Service and Support

Zoho Desk has good customer service with quick online availability. Users find the support team kind and responsive, often solving issues through online meetings. Some users note a lack of detailed understanding in responses. Ratings for support vary, with many users expressing satisfaction and rating the service between seven and nine out of ten. The email support is praised for fast response times and clarity, while others have found it unsatisfactory.

Deployment

Users found Zoho Desk's initial setup easy and swift, typically taking half a day to a week. Being cloud-based, it requires no installation. Many appreciated its straightforward, customizable nature, mentioning minimal personnel needs for deployment. Some noted complexity in blueprint integration with Zoho CRM, while others highlighted its quick deployment and simple email integration, with the process being as easy as plug and play. The setup time varied based on business requirements and channel integration.

Scalability

Zoho Desk shows high scalability, effectively supporting large user bases. Many organizations report smooth performance with growing teams. The system allows seamless user additions and rates between six and ten out of ten for scalability. While some encountered minor issues with ticket management, the general consensus indicates Zoho Desk's robust capacity, making it suitable for various business sizes, from small teams to organizations with hundreds of users. The security model also enhances scalable capabilities.

Stability

Users generally find Zoho Desk stable, rating it between six and nine out of ten for steadiness. While some mention server-related issues, they appreciate quick updates from the providers. Most express contentment with the absence of bugs, crashes, or freezes, acknowledging its reliability in continuous monitoring and communication. Though there are minor server connection concerns, the consensus reflects confidence in its functionality and dependability in meeting business requirements.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Zoho Desk Buyer's Guide for additional reliable information.