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Zendesk pros and cons

Vendor: Zendesk
4.1 out of 5
2,819 followers
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Pros & Cons summary

Zendesk is praised for agility and simplicity, with strong ticket management, seamless Salesforce integration, and multi-channel support. Automated communications enhance user experience. Ideal for small to medium enterprises due to stability and scalability. Challenges include flexibility, pricing, and installation. QR code integration and asset management for Multibrand projects need improvement. Reducing price and enhancing call stability compared to Talkdesk are areas for growth, making it a crucial consideration for tech buyers.

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Prominent pros & cons

PROS

Zendesk offers seamless integration with Salesforce and other multiple channels.
Zendesk provides powerful collaboration features along with a self-service portal.
Zendesk's configurability allows extensive customization to meet specific company needs.
Zendesk is appreciated for its stability and scalability, supporting business growth.
Zendesk excels in automating communications and tracking incoming requests effectively.

CONS

Zendesk needs improvement in flexibility, installation process, and pricing.
Integration with QR codes from certain websites like Facebook could be enhanced.
Zendesk does not provide a secure method for data transfer, leading users to rely on alternatives like SharePoint.
Customization and ease of making changes in Zendesk Guide could benefit from being open-source, allowing developers more flexibility.
Report generation in Zendesk lacks customization and could be more user-friendly.
 

Zendesk Pros review quotes

reviewer1434366 - PeerSpot reviewer
Dec 13, 2020
It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.
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AJ
Nov 29, 2021
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.
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CC
Dec 8, 2021
What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.
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Buyer's Guide
Zendesk
March 2025
Free Report: Zendesk Reviews and More
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
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reviewer1434366 - PeerSpot reviewer
Dec 10, 2020
The product offers very good management. It has a great ability to assign tickets based on content.
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Jovana Pavlovic - PeerSpot reviewer
May 16, 2022
We rarely had issues with Zendesk.
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reviewer1560129 - PeerSpot reviewer
Apr 22, 2021
The initial setup is simple and straightforward.
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LL
Dec 3, 2021
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.
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reviewer2219163 - PeerSpot reviewer
Jun 23, 2023
It is a scalable solution.
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JB
Jan 10, 2021
The feature to move over my customer experience team tickets for different specialists is very valuable for my team.
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Ahmed Nassar - PeerSpot reviewer
Oct 17, 2023
It's a very stable tool, very powerful.
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Zendesk Cons review quotes

reviewer1434366 - PeerSpot reviewer
Dec 13, 2020
It wasn't easy to set up so we're only using a third of all of the features,
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AJ
Nov 29, 2021
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.
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CC
Dec 8, 2021
If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article.
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Buyer's Guide
Zendesk
March 2025
Free Report: Zendesk Reviews and More
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
DOWNLOAD NOW
847,646 professionals have used our research since 2012.
reviewer1434366 - PeerSpot reviewer
Dec 10, 2020
The solution itself wasn't easy to set up.
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Jovana Pavlovic - PeerSpot reviewer
May 16, 2022
You couldn't give administrative access to new hires.
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reviewer1560129 - PeerSpot reviewer
Apr 22, 2021
Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful.
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LL
Dec 3, 2021
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.
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reviewer2219163 - PeerSpot reviewer
Jun 23, 2023
There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us.
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JB
Jan 10, 2021
The solution could integrate better with QR codes from some websites such as Facebook.
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Ahmed Nassar - PeerSpot reviewer
Oct 17, 2023
The support team is time-consuming, and they don't find the answer to our problem.
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Product Categories

Product Categories
CRM Customer Engagement Centers
CRM
Help Desk Software
IT Service Management (ITSM)
Sales Force Automation
Reporting
Knowledge Management Software
Community Platforms

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Product Categories

Product Categories
CRM Customer Engagement Centers
CRM
Help Desk Software
IT Service Management (ITSM)
Sales Force Automation
Reporting
Knowledge Management Software
Community Platforms

Popular Comparisons

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