Zoho Desk - 2026 Pricing, Features, Reviews & Alternatives

Reviewers appreciate Zoho Desk's email management capabilities, highlighting its integration with Gmail, ability to set up workflows, and use of templates and canned responses. They find it valuable for managing email communications, ensuring accountability, and converting emails into help tickets. Users report effective communication through the platform, with capabilities like folders, filters, and labels. They also mention the ease of sending and receiving emails, and the integration with popular email marketing apps. Of the 20 Zoho Desk users who gave detailed accounts of their use of Email Management, 100% rated this feature as important or highly important.

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“With the email management customers also can integrate there Gmail account with the Zoho and can raise the ticket from the same. with the email managing tool representatives also can reply to the email which we received in the Zoho so that it can be replied to the same email through the zoho desk”

Dnyanoba M.

Deputy Manager

“What I like most about Email Management in Zoho Desk is being able to setup clear email workflows and assignment rules, being able to use templates and canned responses, being able to establish SLA's for emails, being able to monitor email”

TC

Tiffany C.

Owner CEO

Users report that Zoho Desk's real-time notifications are essential for staying updated on customer interactions and internal activities. They indicate that notifications help ensure prompt responses to customer issues and improve overall efficiency. Reviewers appreciate the detailed metrics and instant updates, which allow for timely action. They also mention that notifications are customizable and can be tailored to specific needs, enhancing the user experience. Of the 23 Zoho Desk users who gave detailed accounts of their use of Real-Time Notifications, 100% rated this feature as important or highly important.

Reviewers indicate that Zoho Desk's ticket management system is highly effective for organizing and tracking customer support requests. They find it easy to create, assign, and update tickets, with multiple channels for ticket creation. Users appreciate the customization options, integration with Zoho CRM, and the ability to manage tickets from a single interface. They also mention the system's efficiency in reducing turnaround time and improving customer satisfaction. Of the 52 Zoho Desk users who gave detailed accounts of their use of Ticket Management, 98% rated this feature as important or highly important.

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“It allows you to create tickets, assign them to team members, track their progress, and update customers on the status of their requests”

Arheer G.

Marketing Manager

“The ticket management feature of the Zoho desk is very useful and makes the work more efficient and handy. It has always helped me in organizing all of our customer support requests, by collecting all the customer request and transferring it to one interface, with the help of which we get access to all the data in one interface, which makes our work very easy.”

SG

Shruti G.

Recruitment Proffesional

Users report that Zoho Desk's access controls and permissions are important for managing document security and user access. They appreciate the ability to set different permission levels based on roles and seniority, ensuring that only authorized personnel can access specific information. Reviewers highlight the granular control over permissions, which helps in managing multiple departments and maintaining security. They also mention the ease of use and the ability to make necessary changes and modifications. Of the 18 Zoho Desk users who gave detailed accounts of their use of Access Controls/Permissions, 94% rated this feature as important or highly important.

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“Every user in Zoho Desk has their own level of access which is set by their admins. No one can access others ticket without permission.”

Mehandi I.

Junior Conusltant

“The permissions that can be set to users is critical for our company to manage multiple departments. ”

MD

Mercedes D.

IT Specialist

Reviewers highlight Zoho Desk's support ticket management capabilities, noting its effectiveness in organizing and resolving customer issues. They appreciate the omnichannel ticketing system, which consolidates tickets from various sources into a single interface. Users find it convenient to communicate with customers via email, chat, and social media platforms. They also mention the capability's role in improving customer satisfaction and efficiency by streamlining the handling of support tickets. Of the 44 Zoho Desk users who gave detailed accounts of their use of Support Ticket Management, 89% rated this feature as important or highly important.

Users report that Zoho Desk's alerts and escalation feature is helpful for managing urgent issues and ensuring timely responses. They appreciate the ability to categorize and prioritize tickets, set up automated workflows, and receive instant notifications. Reviewers find the capability useful for tracking concerns and escalating tickets to the appropriate agents or managers. They also mention the effectiveness of email alerts and the overall security and alertness provided by the system. Of the 20 Zoho Desk users who gave detailed accounts of their use of Alerts/Escalation, 80% rated this feature as important or highly important.

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“When alerts and escalation occurs, Zoho software immediately sends a message to the respective excutive.”

JJ

Janifer J.

Manager

“This is good but we didn't use this part however we had to understand if issues arise. I like the alert and notification as you won't miss an issue”

Kenesha S.

Talent Advocate/Executive Recruiter