Zendesk Support Reviews in July 2026: User Ratings, Pros & Cons

Can scale complexity as needed

What do you like best? Love the flexibility of the different rules, such as groups, views, triggers, automations, etc. Also love the ability to turn the different tags on tickets to be turned into analytics. That way, we could see what product areas were associated with the most tickets. What do you dislike? Biggest challenge was that there was no notification of a rule being broken. We would change 1 rule, accidentally break another, and didn't know until days later. ...

Great CRM to use for smaller businesses

What do you like best? I liked the ability to search for tickets previously resolved and organize resolutions based on the history provided. I also like the chat features in Zendesk which allows a team to be able to handle issues with clients if phone support is not available. What do you dislike? Not much about Zendesk we didn't like. It provided exactly what we needed and what we were looking for. What problems are you solving with the product? What benefits have you realized? ...

Great addition to our contact center

What do you like best? Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has grown. The best features are the integrations with our other technology solutions, Answer Bot for frequently asked questions, and easy ways to report on ticket types. What do you dislike? There are some limitations when you do not have an enterprise license. It makes additional features such as chat and the knowledge ...

Easy to navigate lots of integrations

What do you like best? I love the macros that can be created. Tags can be used. So many automation options. What do you dislike? Sometimes, in play mode CS reps will "bump" into each other. Not a huge issue but it can be annoying at times if you are not double checking to make sure someone else is not logged in the same ticket. Recommendations to others considering the product: I highly recommend Zendesk. It has everything you need for proactive customer support. What ...

Review Of Zendesk for Sales

What do you like best? I like the fact that I can easily manage hundreds of tickets from multiple client bases. I can email them, see required info, and determine the best course of action all from a single platform. It makes it very easy to do my job that otherwise would take lots of time and effort. What do you dislike? I don't like the fact that the platform can sometimes be a little difficult to understand, and, for how we use it, it can have some limited options regarding ...

Zendesk Provides Strong IT Support

What do you like best? Zendesk Help Center is a very powerful tool for our company. There are strong customization fields that we use where frequently asked questions become available in a searchable format. Zendesk Support also allows the very strong functionality with tickets. Ticket can be entered through multiple channels including chat, email, in-app support, social networking websites, telephone, and the web. We also use the outbound messaging system for all of our call center ...

Convenient and easy to use chat tool. Great for connecting with customers!

What do you like best? The back end management system is extremely user friendly and takes little to no previous training to figure out. You are also able to download the app to your phone for on-the-go customer support when not in the office. This is extremely useful and helps us maintain 24 hour support as best as possible. What do you dislike? I dislike that when responding to a chat, if the person gets off the website, your message gets erased. Then when they jump back on your ...

Zendesk

What do you like best? Some of the better aspects of Zendesk were the integrations with other platforms (Slack, JIRA, etc) and the ability to create Help Desk centers. What do you dislike? While the integrations with other platforms is great, when they do not work or fail to connect it can take time to fix or figure out another work around. Additionally, I would have liked a way to "hide" conversations (internal or external) in a particular thread. With too many "light agents" it ...

Zendesk Support Streamlines the Support Process

What do you like best? The easy nature of viewing open tickets and knowing what information is tied to which ticket. What do you dislike? Not the biggest fan of the user interface, as it can sometimes become overly crowded. What problems are you solving with the product? What benefits have you realized? Collaborating as a team (solving support issues together) is much easier when everyone is utilizing Zendesk support together. The ability to quickly link an issue to another team ...

Integrated and functional solution

What do you like best? Zendesk really works in our organization for our customers. The speed and volume of customer care solutions is outstanding. What do you dislike? There is not so much to not like about the tool. We might discover something after some more use but for now it has been a great experience. Recommendations to others considering the product: See their trial/demo options and see the tool at work for your purpose. This will help to make your experience more easy. ...