Zoho Desk Reviews & Ratings 2026 | Gartner Peer Insights

Reviewed in Last 12 Months

How Alternatives Are Selected

1. Zendesk for customer service

4.4

It helps me manage customer requests efficiently and keeps everything organized in one place. I like how it improves communication and makes it easier to solve issues quickly even though it took some time to get used to the system, once I learned it the workflow became much smoother. Its a reliable tool that supports good customer service and helps maintain strong relationships with customers.Read all insights and reviews for Zendesk for customer service

Where Zoho Desk Scored Higher

Better at service and support
Better evaluation and contracting

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2. Freshdesk Omni

By Freshworks

4.3

(667 Ratings)

Freshdesk OMNI has given us the chance to really tailor our customer experience to their individual needs. Insurance has somewhat lagged behind in the past in managing the modern customer through telephony. Since onboarding Freshdesk and utilising its capabilities around case management and automation, we've been able to keep the customer informed at regular intervals and reduce our operational overheads. Whilst wanting to move into the future, we need to appreciate all demographics and vulnerabilities of customers by allowing them the opportunity to use the method of interaction that best suits them. Whether that's self serving through a Fresh Help Hub, to engaging with a Chat Bot to drill down into specific content they want to surface immediately or by picking up the phone, Freshdesk allows us to manage multiple customer contacts, in different forms, simultaneously. Read all insights and reviews for Freshdesk Omni

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3. Agentforce Service

By Salesforce

4.4

(363 Ratings)

Throughout my experience with salesforce Service cloud, I found the platform incredibly useful for simplifying how our teams handle customer cases. The system made it easier to track interactions and follow up quickly, which really improved our day-to-day efficiency. I especially valued how we could bring all customer conversations from different channels into one place, making things more straightforward for our agents. Of course, there were moments where the system needed finetuning to fit our processes, but overall, it has had a very positive impact on both our teams' productivity and our customer's satisfaction. Read all insights and reviews for Agentforce Service

Where Zoho Desk Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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4. Sugar Serve

By SugarCRM

4.5

(250 Ratings)

Highly configurable solution that fits any process. A solution that covers the entire service management process landscape.Read all insights and reviews for Sugar Serve

Where Zoho Desk Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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5. Oracle Fusion Service

By Oracle

4.7

(176 Ratings)

Integrating sales, tech support and customer service in only one place!Read all insights and reviews for Oracle Fusion Service

Where Zoho Desk Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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6. ServiceNow Customer Service Management

By ServiceNow

4.3

(146 Ratings)

ServiceNow Customer Service Management has given us a fruitful experience in managing our customer service operations which has helped us to satisfy our customers with first class and personalized support services. ServiceNow Customer Service Management has enabled us to advance and streamline our customer services using automation and AI functions, allowing us to offer our customers with just the right support services they are in need of. With ServiceNow Customer Service Management, it has been easy to use analytics reports to monitor all our customer service operations which allows us to make informed decisions during customer support and to take the correct actions to improve our customer support performance.Read all insights and reviews for ServiceNow Customer Service Management

Where Zoho Desk Scored Higher

Easier to integrate and deploy
Better evaluation and contracting

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7. Microsoft Dynamics 365 Customer Service

By Microsoft

4.4

(134 Ratings)

Our overall experience with Microsoft D365 Customer Services has been positive. It's part of our broader suite of MS Modules, which work seamlessly together to support our business requirements. The integration across modules has streamlined our implementation and provided a solid foundation to implement AI-driven capabilities quickly and effectively.Read all insights and reviews for Microsoft Dynamics 365 Customer Service

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Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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8. eGain AI Knowledge Hub

By eGain

4.6

(102 Ratings)

We use the software as a tool for customer engagement. The productprovides us with a platform for a strong consultation partnership. It has amazing features such as eGain ClickTocall and eGain Call Track for call tracking and real-time analysis of customer engagements. Read all insights and reviews for eGain AI Knowledge Hub

Where Zoho Desk Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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