Zendesk Reviews

Name: Zendesk
Brand: Zendesk
Rating: 4.0 (68 reviews)

Vendor: Zendesk

4.0 out of 5

68 reviews
91% willing to recommend

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What is Zendesk?

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

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Zendesk is the #3 ranked solution in top CRM Customer Engagement Centers, #3 ranked solution in top Help Desk Software, #3 ranked solution in top Knowledge Management Software, #5 ranked solution in top IT Service Management (ITSM) solutions, #5 ranked solution in top AI IT Support solutions, #7 ranked solution in top AI Customer Support solutions, #9 ranked solution in top CRM solutions, and #11 ranked solution in top Reporting Tools. PeerSpot users give Zendesk an average rating of 8.0 out of 10. Zendesk is most commonly compared to ServiceNow: Zendesk vs ServiceNow. Zendesk is popular among the small business segment, accounting for 44% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a construction company, accounting for 8% of all views.

Helped 892,611 peers since 2012

Featured Zendesk reviews

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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Dimitri Cooper

Project Manager III at City of Union City Government

I love how Zendesk is able to integrate with multiple platforms, and I think that is the best thing about it because we are not limited to just Zendesk's standalone functionality. Zendesk has the ability to integrate with a plethora of platforms, which allows for the capabilities of Zendesk to go beyond the general open a ticket and close a ticket functionality. It is able to bring in the integrations of our company and other platforms that we use into Zendesk and provide a one-stop-shop resource for us as a whole. Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed. The turnaround time of ticket resolution has decreased, which has also helped productivity to increase. It has also helped our first call or first ticket resolution numbers to increase because due to Zendesk's integration abilities, the information is right there at the agent's fingertips. They are able to be more informed and able to educate the customer more effectively so that the customer and agent are able to work hand-in-hand to over-educate the customer so they are not having to come back with repeated exchanges where a ticket stays open longer. We are achieving more first call resolution or first ticket resolution, and the agent's increased productivity allows them to spend more time on the more severe tickets that may truly require more attention and time. With Zendesk's integration capabilities, the low-hanging fruit tickets are able to be answered via the resource tools as agents are able to click that dropdown, plug in the information, and send the reply. This has definitely enhanced productivity time, decreased the ticket open time, helped us achieve a faster response time for ticket completion, and increased our customer and consumer-based satisfaction scores. Definitely time has been saved. Before Zendesk, the lifespan of a ticket would be approximately five business days. After Zendesk, the lifespan of a ticket from open to resolution is now about 27 hours, and for a complex ticket that does not have to be escalated. This is a huge improvement and is due to Zendesk being a one-stop shop and allowing for all the integrated tool options to be that one-stop resource that allows the representative to be informed and to further over-educate the customer. Productivity for the agent has gone from about 30% to about 82% on average for an everyday basis because they are more productive with their work as they are in the ticket doing the actual work itself.

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Jairo Vega

Technical Support Engineer/ QA at a computer software company with 11-50 employees

I believe Zendesk needs to align more with the current era; for example, there is not a real feature for seamless interaction through Slack or Google Meet. Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform. It would be beneficial to gather all this information and use it through an AI that agents can utilize to better assist customers. Additionally, Zendesk displays data only in the default view, so more freedom in views, such as Kanban or specific customizable views, would align better with current trends. I find Zendesk great with integrations, but it is missing the ability to offer Slack or Google Meet channels for high-end customers. This would allow key accounts to contact us directly without needing to go through the ticket creation process, which other platforms handle effectively. The reasons I chose a rating of eight include the lack of excellent support and the rigidity of the platform. Sometimes when I have issues, their support does not offer the best response. Additionally, Zendesk needs to explore new options and provide more freedom in ticket views.

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Zendesk mindshare

Product category:

As of May 2026, the mindshare of Zendesk in the IT Service Management (ITSM) category stands at 4.9%, up from 3.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Zendesk	4.9%
ServiceNow	14.2%
JIRA Service Management	6.9%
Other	74.0%

IT Service Management (ITSM)

PeerResearch reports based on Zendesk reviews

Type	Title	Date
Category	IT Service Management (ITSM)	May 2, 2026	Download
Product	Reviews, tips, and advice from real users	May 2, 2026	Download
Comparison	Zendesk vs ServiceNow	May 2, 2026	Download
Comparison	Zendesk vs JIRA Service Management	May 2, 2026	Download
Comparison	Zendesk vs ManageEngine ServiceDesk Plus	May 2, 2026	Download

Valuable Features

Zendesk users highlight its ticketing system, integrations, ease of use, and automation features as most valuable. Its ability to assign tasks, track performance, and provide analytics is appreciated. Users also value customizable workflows and macros, as well as integrations with popular business tools. Its multi-channel support, self-service portal, and API capabilities enhance efficiency and productivity. Security features, reporting tools, and customer feedback mechanisms are also noteworthy.

"Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time."
"We have found the stability to be quite good."
"The stability and performance have been perfect."

Room for Improvement

Zendesk users suggest enhancing ticket merging functionality, automatic ticket sorting, and improved customization. Reporting tools, particularly metrics and analytics, need refinement. Interface navigation remains complicated, and the knowledge base search is outdated. Integration with other software like Slack and Google Meet is lacking. Ticket management could benefit from more dynamic and streamlined options. There are issues with pricing, licensing, and multilingual support. Users desire more versatile roles and a more intuitive mobile app experience.

"You couldn't give administrative access to new hires."
"The licensing model needs to be more customer-friendly."
"If you are only using it for the knowledge base, it may not be the best product."

ROI

Zendesk's return on investment varies among users. Some experience significant cost savings and efficiency gains, reducing team sizes while maintaining productivity. Many appreciate Zendesk's ticketing, reporting, and automation features, which streamline operations. Others find it difficult to quantify exact returns but acknowledge its usefulness and affordability compared to other systems. Overall satisfaction is high, with some noting a reduction in customer inquiries. Zendesk is often considered invaluable, especially for non-profits, where adaptable pricing is available.

Pricing

Enterprise users report mixed experiences with Zendesk pricing. Monthly fees can range from $49 to $200 per agent, often influenced by plan features and organizational needs. Some mention flexible licensing options and negotiating with sales for better rates, especially with larger agent numbers. While considered high by some, pricing is justified by the value provided in terms of functionality and customer satisfaction. Certain services incur additional costs, reflecting a balance between expense and comprehensive capabilities.

"From what I hear, Zendesk's pricing is a little expensive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

Popular Use Cases

Zendesk is primarily utilized for managing customer support through ticketing, integrating with systems like Slack and Salesforce for enhanced communication. It serves as a platform for internal and external support teams, handling inquiries, automating tasks, generating analytics, and organizing information for easier troubleshooting. Zendesk Guide is employed to create knowledge bases and help manage multiple brands, translating information into numerous languages, while facilitating integration with other tools and services for streamlined operations.

Service and Support

Zendesk's customer service is praised for responsiveness and professionalism. Many users find support efficient, resolving issues quickly via various channels. Some experience delays or reliance on documentation, while others highlight successful engagements with 24/7 support. Although certain bugs require time to fix, Zendesk provides comprehensive feedback on maintenance updates. Users appreciate the system's usability and tracking capabilities, though some seek more immediate chat support. Ratings vary, but many users consider Zendesk's support satisfactory.

Deployment

Users found Zendesk's initial setup straightforward and uncomplicated. Training, minimal assistance, and clear instructions facilitated the process. While some faced challenges, particularly with configuration and feature utilization, most were satisfied with ease of deployment. Customization was manageable, usually without needing developer help. Some highlighted issues with feature limitations, indicating a need for add-ons. Migration of existing data posed difficulties for some, yet many praised the documentation and Zendesk's willingness to assist.

Scalability

Many organizations find Zendesk scalable, handling diverse team requirements and growing user bases seamlessly. Most encounters show no problems with expansion. Some users note difficulty when switching team structures, customization needs, or initial scalability challenges. Zendesk's flexibility supports growth, adapting to organizational changes, though pricing can be restrictive for expansion. Its ability to manage increased data and users effectively is praised, as is the ease of customization and integration into existing workflows.

Stability

Zendesk demonstrates strong stability with minimal issues. Many users find it reliable without experiencing significant bugs or downtime. Occasional network issues or brief outages occur but are infrequent. Zendesk handles notifications well, with limited instances of spam filtering. Users appreciate updates via Twitter for transparency during issues. While stable for most, some face challenges with larger groups or specific use cases, yet Zendesk generally remains dependable for diverse business needs.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Zendesk Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	32
Midsize Enterprise	20
Large Enterprise	6

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	267
Midsize Enterprise	131
Large Enterprise	210

By visitors reading reviews

Top industries

By visitors reading reviews

Construction Company

Financial Services Firm

Manufacturing Company

Outsourcing Company

Performing Arts

Comms Service Provider

Government

Healthcare Company

University

Computer Software Company

Retailer

Educational Organization

Real Estate/Law Firm

Marketing Services Firm

Transportation Company

Legal Firm

Non Profit

Media Company

Insurance Company

Wholesaler/Distributor

Energy/Utilities Company

Logistics Company

Wellness & Fitness Company

Hospitality Company

Recruiting/Hr Firm

Compare Zendesk with alternative products

Learn more about Zendesk

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Zendesk was previously known as Zendesk Support, Zendesk Guide, Zendesk Sell.

Zendesk customers

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Author info	Rating	Review Summary
Consultant and Startup Founder at AimHi Enterprises	4.0	I used Zendesk extensively at TOPs Software for customer support and ticket management; its macros, notifications, and integrations streamlined workflows, though its high cost limited expansion. Overall, it significantly improved service efficiency and saved staffing resources.
Project Manager III at City of Union City Government	5.0	I've used Zendesk for 12 years to manage customer and product support, and its integrations, stability, and scalability have significantly boosted agent productivity, improved resolution times, and enhanced customer satisfaction across our growing organization.
Technical Support Engineer/ QA at a computer software company with 11-50 employees	4.0	I've used Zendesk for six years to manage global customer support and analytics, appreciating its collaboration tools and integrations, though I find its AI, customization, and support services lacking, prompting our move to an alternative platform.
Technical Solutions Lead at a computer software company with 51-200 employees	1.5	I've used Zendesk for five years to manage customer emails and tickets, but despite helpful features like macros, poor organization, unintuitive design, and user management issues have left me dissatisfied and considering alternative solutions.
Customer Success Manager at Mimshackworks Endeavors	4.0	I've used Zendesk for over eight months and found it easy to set up, helpful for faster responses, and similar to Freshdesk, though it could improve by incorporating more AI. I’d rate it 8.5 out of 10.
Junior system analyst at Wevt clous	3.5	I've used Zendesk for a year to support customers efficiently; it’s cost-effective, easy to set up, and offers helpful dashboards, though I wish it had better text formatting and customization like ServiceNow.
IT Administrator at a real estate/law firm with 201-500 employees	4.0	I've used Zendesk for three years to manage tenant and internal inquiries efficiently, valuing its automation, API integration, and customization, though I wish it offered more roles, better mobile support, and greater flexibility with notifications.
CEO at Etcetera Networks	4.5	We use Zendesk primarily for customer support, relying on its AI capabilities to automate communications and manage complex queries. While integration could be improved, we've enhanced workflows with Datto and Klaviyo. Understanding its ROI is challenging due to long-term use.

Zendesk Reviews

What is Zendesk?

Featured Zendesk reviews

Zendesk mindshare

PeerResearch reports based on Zendesk reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare Zendesk with alternative products

Learn more about Zendesk

Zendesk customers

Related questions

Product Categories

Popular Comparisons

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	14.2%	92%	228 interviews Add to research
Tableau Enterprise	4.2	N/A	90%	309 interviews Add to research