(I don't believe there's a way Zoho desk can do this function at the moment. If that's the case, I'm suggesting this as a feature. If there is a way, please enlighten me!)

Very happy with our switch from Freshdesk to Zoho desk!!

At this time, there's only one feature we used in Freshdesk that we wished we had in Zoho desk...

The ability to "send an email". See this page for details. 

In Freshdesk, we had the ability to send an email which would create a ticket WITHOUT the new ticket notification. 

A common use-case for us is when we do scheduled maintenance on a Client's website and we want to let them know. We do that by sending them an email through the ticket system.

In Zoho desk, we can certainly create a new ticket for the client and the template feature is nice BUT it's confusing to the Client to also get the "new ticket notification" email since they didn't originate the ticket.