Zoho Desk is an all in one customer service experience. Mostly good with some important flaws
March 28, 2025

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

Greg Rellaford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho Desk

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.
  • The Knowledge base has saved our customer service team countless hours. Maybe 1–2 hours per agent per week. Added up over a year, it’s a larger number.
  • For some reason, Zoho Desk does not grab all of our tickets, which has caused many customers to feel ignored. This is a big concern if you’re not watching your support inbox separately. I would estimate we missed 30%+ of all tickets that should’ve been created for some time before I caught it. This is a big negative.
  • The ticket feature is fantastic. It definitely helps us organize and, by having everything in one place, probably saves us 5-10 hours per week as a department.
  • The Analytics feature is great and saves us 1-2 hours a week in reporting; however, with a bit more work, it could save us an additional 1-2 hours a week that it cannot do right now.
Zoho Desk covers most of the basic needs that anyone has. You get the analytics function, the ability to answer internal and external questions, and the ability to receive tickets, track them, respond to them, prioritize them, and stay on top of your customers' needs. There are also a lot of scalability features that we don’t use but seem very useful.
We used HubSpot before, and it didn’t work very well for our needs. Zoho Desk is part of a much larger Zoho implementation. We’d like to have everything in one place, and Zoho provides that ability.

Do you think Zoho Desk delivers good value for the price?

Yes

Are you happy with Zoho Desk's feature set?

Yes

Did Zoho Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zoho Desk go as expected?

I wasn't involved with the implementation phase

Would you buy Zoho Desk again?

Yes

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.

Zoho Desk Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
7
Ticket creation and submission
9
Ticket response
9
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
6.0
Social integration
7
Email support
6
Help Desk CRM integration
5

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