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

Good for keeping track of tickets but not kept up with the times

What do you like best? It's possible to set some filters on the emails that come in, such as noticing when you just get an out of office reply. There are also good macros and templates to set up to enable speedy responses. We have used Zendesk for years now, for a while they offered something that couldn't be found elsewhere. What do you dislike? The interface has become less intuitive over time and admin management - impossible. Logged in as lead admin, I could not cancel or change ...

Easy to Navigate, Program, Use

What do you like best? Zendesk has a number of functions allowing emails, calls, and chat between customer service reps and customers. I like that you can use multiple functions at once, emailing in a ticket while replying to a chat. It is so easy to set triggers, manage the flow of incoming tickets, set goals, and read clear metrics. Getting new customer support agents set-up is simple, with a beautifully designed interface. Zendesk is a clear and simple tool that makes communicating ...

Very solid "build it yourself" support system

What do you like best? I think that Zen Desk has made creating general support functionality very simple. It's easy to create Triggers (for routing, automatic replies, etc.) and doesn't take a ton of work to implement other than testing the flow by creating tickets. Additionally Macros help create easy answers and replies for your tickets and for your support teams to use. Additionally, you can use a Macro to assign ticket values when replying making this a one touch reply for your more ...

Customer services is fun with Zendesk

What do you like best? Zendesk is the best tool I have came across so far. It has helped me a lot to manage the client relations. It was very complicated initially to manage the huge work load and simultaneously we had to deal with the clients as well. Overall processing of the queries was very much time consuming and I was looking for one window solution. Now Zendesk is my professional partner, which has helped me a lot in organizing the tickets and it won’t let me skip any of my clients ...

Have used Zendesk for ticketing system

What do you like best? Has a lot of nice features, phone solution for queuing calls, integrates with social media. What do you dislike? Reporting isn't very intuitive and seems like there are no good reports out of the box. What problems are you solving with the product? What benefits have you realized? Used as a ticketing system for inbound customer support.

Zendesk - The most Zen like experience at your desk

What do you like best? The ability to receive all of your customers inquiries in one spot. Whether you are using one platform or multiple platforms you can centralize all of your client correspondence. What do you dislike? If you are not on top of all of your correspondences it can get a little messy in there. What problems are you solving with the product? What benefits have you realized? We have heavy client contact whether they are reporting damaged goods or just inquiring in ...

Would Recommend

What do you like best? Very simple to use. It's fully integrated which makes it simple and reduces the number of systems running. What do you dislike? Reporting can be a little frustrating. They are working to improve it however its hard to gather some information from one page. What problems are you solving with the product? What benefits have you realized? Reducing the number of systems and making sure the customers get taken care of in a timely manner.

I Love Zendesk!

What do you like best? I love that Zendesk allows all of the customer service representatives to see all of the messages from customers. We can also assign them to each other if they pertain to a particular person. What do you dislike? I wish it was easier to see and sort pending tickets in Zendesk. I feel like often times I lose messages to that. What problems are you solving with the product? What benefits have you realized? We help our customers create returns, exchanges, and ...

Decent platform, Terrible service and nobody cares about you as a customer at all.

What do you like best? Tool itself is pretty solid. Covers email support capabilities and allows the automation we need. A bit over-complicated and tough to maintain but still does the job. What do you dislike? The only thing that vendor cares about is that you pay $ on time. Support is one of the worst I've ever seen anywhere. Weeks with no response to an issue raised. No ability to talk to anyone from Customer Success (do they even exist on Zendesk side??). Sales Rep assigned to us ...

My experience with Zendesk

What do you like best? Zendesk makes it easy to contact customers and follow up with them. It provides great tools to maximize productivity by assessing clearly what tasks need to be prioritized. Metrics like the service level, the ratings, and the number of actioned tickets also allow us to constantly improve and maximize our performance. What do you dislike? Unfortunately, the rating system can be a bit difficult to navigate. If a customer were to give a bad rating to a ticket and ...