Zendesk Reviews

Name: Zendesk
Brand: Zendesk
Rating: 4.1 (60 reviews)

4.1 out of 5

60 reviews
93% willing to recommend

2,819 followers

What is Zendesk?

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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Zendesk is the #3 ranked solution in top Knowledge Management Software, #3 ranked solution in top Community Platforms, #7 ranked solution in top CRM Customer Engagement Centers, #7 ranked solution in top IT Service Management (ITSM) solutions, #7 ranked solution in top Sales Force Automation solutions, #9 ranked solution in top Help Desk Software, #13 ranked solution in top Reporting Tools, and #20 ranked solution in top CRM solutions. PeerSpot users give Zendesk an average rating of 8.2 out of 10. Zendesk is most commonly compared to Microsoft Dynamics CRM: Zendesk vs Microsoft Dynamics CRM. Zendesk is popular among the large enterprise segment, accounting for 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 23% of all views.

Helped 847,646 peers since 2012

Featured Zendesk reviews

JohanSkibdahl

CEO at Etcetera Networks

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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Ahmed Nassar

Technical Consultant at Spectrum Group

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Calvince Okello

Customer Success Lead at Power Financial Wellness, Inc

Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy. Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk. Zendesk is an easy tool to use, especially when considering integration with other systems. I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools. When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut. Overall, I rate Zendesk eight and a half out of ten.

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Zendesk mindshare

Product category:

As of April 2025, the mindshare of Zendesk in the CRM Customer Engagement Centers category stands at 5.4%, down from 11.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerAnalyst reports based on Zendesk reviews

Type	Title	Date
Category	CRM Customer Engagement Centers	Apr 14, 2025	Download
Product	Reviews, tips, and advice from real users	Apr 14, 2025	Download
Comparison	Zendesk vs Microsoft Dynamics CRM	Apr 14, 2025	Download
Comparison	Zendesk vs Salesforce Service Cloud	Apr 14, 2025	Download
Comparison	Zendesk vs Oracle Fusion Service	Apr 14, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	25.8%	93%	78 interviews Add to research
Salesforce Service Cloud	4.2	19.6%	96%	53 interviews Add to research

Valuable Features

Zendesk offers impressive features such as efficient ticket management and customizable integrations. Users value its ease of use, self-service portal, and reporting capabilities. The platform excels in automation, collaboration, and real-time communication. Integration options with major SaaS products enhance workflows, while strong security measures protect data. Sandbox testing, macros, and insights enhance user experience. Organizations appreciate the ability to categorize and prioritize tasks, simplifying workflow management and improving team productivity.

"Zendesk has been invaluable in automating communications such as email and phone calls."
"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."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

Room for Improvement

Zendesk needs improvement in multiple areas such as user interface navigation, ticket merging, reporting capabilities, and customization features. Some users find the agent module cumbersome and customer search functionality lacking. Many argue for better automation in ticket management and more robust integrations. They also express the need for a more efficient knowledge base, improved analytics, easier administrative controls, and better support for multilingual customers. Many also desire enhancements in flexibility, scalability, and pricing.

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

ROI

Many users find the ROI challenging to quantify, but some report significant financial gains and operational efficiencies. While Zendesk's cost-effectiveness and productivity enhancements are highlighted, users also mention adaptable pricing and improved customer interaction. Organizations note workforce efficiencies, and smaller companies, after transitioning, recognized immediate value. Opinions vary, with some unable to cite specific figures yet acknowledging its worth. While many underline its essential nature, ROI remains under assessment, with future monitoring suggested.

Pricing

Zendesk's pricing for enterprise users varies widely, with costs per agent ranging from $49 to $200 monthly. Licensing is flexible, but enterprises often find costs high compared to alternatives. It offers plans with different features, and users may incur additional charges for services like multibrand support and themes. Some users feel the costs are justified by the value received, while others emphasize budget planning and negotiating with account managers for large deployments.

"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 used for customer support, ticketing systems, and internal help desks. Teams utilize it for managing customer issues, automating support processes, handling incidents, and integrating with platforms like Slack. Zendesk Guide helps create knowledge bases and contact forms, supporting brands in various languages. Organizations use it for service management, customer service, IT support, reporting, and communication internally and externally. It helps manage customer requests, aid in HR, and enhance customer experiences.

Service and Support

Zendesk's customer service and support are generally praised for responsiveness and thoroughness. Many have noted quick responses and helpful assistance, though some find support slow or reliant on documentation. Numerous users report seldom needing technical help due to system effectiveness. Enterprise clients benefit from comprehensive 24/7 support, while others experience varying levels of satisfaction. Overall, Zendesk is seen as reliable and proactive, though a chat feature is desired for immediate answers.

Deployment

Zendesk's initial setup is primarily straightforward. Many find it simple with minimal assistance from Zendesk Support. Basic configuration with point-and-click is feasible if documentation is reviewed. However, embedding or migrating may require expert assistance or manual processes. Some mention complexities due to configuration points and feature utilization. Setup can be completed in weeks, with additional help needed for advanced features or integrations. Overall, it requires an understanding of the setup steps.

Scalability

Many users report smooth scaling with Zendesk, emphasizing easy integration and adaptability for varying team sizes. While some experienced challenges with specific customizations and data migrations, others found scalability straightforward for both small and large organizations. Issues with structural changes affecting analytics were mentioned. Still, numerous users are satisfied, highlighting its effectiveness even when deployed extensively across departments. Customization needs may vary, but scalability has often met users' requirements.

Stability

Zendesk stability has been highly praised, with users noting excellent performance and minimal issues. Some minor outages were reported but quickly addressed. Users found it reliable with no crashes, bugs, or glitches. A few experienced network issues or ticket management problems, yet many found it stable and suitable for small businesses. Overall, feedback indicates a largely stable platform, with some users rating stability between seven and eight out of ten.

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.