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

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

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 ...

Ease of Use

What do you like best? The legibility and responsiveness of the ticketing system. What do you dislike? How clients were organized. The need for plugins to do more advanced features. What problems are you solving with the product? What benefits have you realized? This was the first ticketing system we used for our Helpdesk and was great till we out grew it.

Easy to manage, great communication available

What do you like best? Easy to filter, tagging of other members What do you dislike? There are several features I don't use so I have to make sure to not get confused with where to put notes. Recommendations to others considering the product: Zendesk is a super helpful platform for communicating with teams and requesting all types of information. What problems are you solving with the product? What benefits have you realized? We are utilizing Zendesk to coordinate our ...

All Around, Solid Ticketing Solution

What do you like best? Zendesk does at least at least a little bit of pretty much everything, that you would need from a support ticketing platform. In some areas they really excel (ticket management, automation flows). They're also very easy to implement and get setup, with decent support. What do you dislike? I'm sure every ticketing platform has similar pricing constraints, but there are some product add-ons that are ridiculously priced for small businesses. Meaning, they don't ...

Great for internal analytics or IT support.

What do you like best? I like the ease of use, on the front end operator side it allows users to simply email in their ticket. It also is easy to find the old ticket info since it can be stored in outlook. I also like the fact that it does indeed have ticket numbers attached so if needed you can reference the ticket number when reaching back out to the support team. Additionally, the friction less use of zendesk makes it easy for leaders of all levels to get questions answered, and ...

Establish A Stronger Relationship With Your Customers

What do you like best? 1) Many users from the support team can log in and see what's happening with different customer tickets. This is useful to us because we have 3 shifts that span 24 hours. This means that we can leave offloads for the next shift to take on. 2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a ...

Great Tool

What do you like best? I love the functionality of the chat. I truly love how easy the platform is. What do you dislike? I truly have no dislikes about Zendesk. It is truly a great program. Recommendations to others considering the product: Take the time to look around and enjoy the platform. It is easy to learn. What problems are you solving with the product? What benefits have you realized? I am solving customers's call and chat inquiries. It is truly beneficial to be ...

Great communication tool

What do you like best? You are able to communicate with customers without having to send long emails What do you dislike? Nothing to be honest, it is a great platform i used for livechat purposes Recommendations to others considering the product: A way to go while dealing with customers What problems are you solving with the product? What benefits have you realized? Able to communicate with customers using Livechat

Quick Replies

What do you like best? I like how I'm able to view and organize emails from multiple different people in one spot. I love the Play button. It allows me to easily respond to my emails in a timely manner without manually going back into my inbox to see what's new. What do you dislike? I don't like how you have to submit yourself as the assigned rep manually. I wish it was automatic when you claim their first email thread. What problems are you solving with the product? What benefits ...