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Zendesk Reviews

Vendor: Zendesk
4.1 out of 5
2,817 followers
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What is Zendesk?

Featured reviews

Zendesk mindshare

As of January 2025, the mindshare of Zendesk in the CRM Customer Engagement Centers category stands at 6.3%, down from 13.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.
CRM Customer Engagement Centers

PeerAnalyst reports

TypeTitleDate
CategoryCRM Customer Engagement CentersJan 10, 2025Download
ProductReviews, tips, and advice from real usersJan 10, 2025Download
ComparisonZendesk vs Microsoft Dynamics CRMJan 10, 2025Download
ComparisonZendesk vs Salesforce Service CloudJan 10, 2025Download
ComparisonZendesk vs Oracle Fusion ServiceJan 10, 2025Download
Suggested products
TitleRatingMindshareRecommending
Microsoft Dynamics CRM3.926.1%92%76 interviewsAdd to research
Salesforce Service Cloud4.219.1%96%51 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
Retailer
5%
University
5%
Real Estate/Law Firm
4%
Government
4%
Healthcare Company
4%
Non Profit
3%
Comms Service Provider
3%
Legal Firm
3%
Energy/Utilities Company
2%
Media Company
2%
Construction Company
2%
Insurance Company
2%
Wholesaler/Distributor
2%
Hospitality Company
2%
Logistics Company
1%
Transportation Company
1%
Recreational Facilities/Services Company
1%
Consumer Goods Company
1%
Recruiting/Hr Firm
1%
Performing Arts
1%
Analyst Firm
1%
Outsourcing Company
1%
 

Zendesk reviews

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Ahmed Nassar - PeerSpot user
Technical Consultant at Spectrum Group
Verified user of Zendesk
Oct 25, 2023
Stable tool, making it reliable for handling tasks but difficult initial setup

Pros

"It's a very stable tool, very powerful. "

Cons

"The support team is time-consuming, and they don't find the answer to our problem."
Calvince Okello - PeerSpot user
Customer Success Lead at Power Financial Wellness, Inc
Verified user of Zendesk
Jul 14, 2024
Easy to use and tickets auto-populate very quickly

Pros

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

Cons

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
Find out what your peers are saying about Zendesk. Updated December 2024
830,526 professionals have used our research since 2012.
BharatR - PeerSpot user
Product Marketing Manager at a educational organization with 201-500 employees
Verified user of Zendesk
Mar 26, 2024
An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model

Pros

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions. "

Cons

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests. "
Jovana Pavlovic - PeerSpot user
Senior Back Office Manager at a financial services firm with 51-200 employees
Verified user of Zendesk
May 25, 2022
Straightforward, very transparent, and very well organized.

Pros

"We rarely had issues with Zendesk. "

Cons

"You couldn't give administrative access to new hires."
Prasanth MG - PeerSpot user
Software Engineer at Readyly
Verified user of Zendesk
Jul 2, 2023
The solution has a lot of good APIs, but its stability could be improved

Pros

"Zendesk Support has a lot of good APIs."

Cons

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
AJ
Staff Technical Writer at Netradyne
Verified user of Zendesk
Dec 6, 2021
Useful customization features, robust security, and easy to use

Pros

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting. "

Cons

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it. "
LL
Customer service manager at a healthcare company with 1,001-5,000 employees
Verified user of Zendesk
Dec 4, 2021
Easy to use and a good product for the price you pay

Pros

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use. "

Cons

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple. "
Kavita Khanna - PeerSpot user
Executive Leader at Tonkin + Taylor
Verified user of Zendesk
Oct 31, 2024
Helps maintain SLA compliance but report generation is still slightly

Pros

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

Cons

"Report generation is still slightly tricky and not very customizable as per my inquiries. "