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

I am a long time user of a Zendesk Support

What do you like best? Best Customer service software available in the market. It's Faster, Smarter Alternative to other Helpdesk Software. Everything is organised and on it's place. What do you dislike? It's costly and takes enough time for one to master in this. Recommendations to others considering the product: Best customer service software available, go for it. What problems are you solving with the product? What benefits have you realized? It's a powerful customer ...

Stay away

What do you like best? The helpdesk was ok, nothing special but worked pretty well. What do you dislike? In terms of the tool: It's not intuitive at all, the UI feels like it's from 2005 and is missing a lot of basic functionality in comparison to other tools like Intercom. Team organization is difficult, and if you are a small team and aren't using the chat support function, it can get very messy very quickly. In terms of customer service: For a company that's in the customer ...

A constant struggle

What do you like best? I don't think there we found any direct upsides to using Zendesk Guide. The text editor works fine, although it feels like an ancient WYSIWYG without any of the functionality that is to be expected from an online text editor. When editing the Template for the helpdesk, it was nice to see a LIVE preview of what was happening. What do you dislike? Template system is very limited, had to set up custom API etc for menus. Bad support, last we reached out they kept ...

Great tool for support team

What do you like best? Easy workflows, very intuitive for the support agent to interact with the customer. Integration with Slack allows our team to be notified in real-time about new support topics. What do you dislike? Reporting (e.g. on SLA performance) is limited and clunky. What problems are you solving with the product? What benefits have you realized? Zendesk allows our support team to easily interact with customers and resolve their problems quickly. Looping in second ...

Great, simplified ticketing system

What do you like best? The simplicity with which you can see and manage tickets, and the complexity and search power and capabilities. You are able to track each of the issues, or sort depending on various different fields that you may use and require. The macro utility is really useful, it is really versatile and a tool that can and usually does have a great impact at the moment of ticket field completion (really helpful for sorting the tickets) and reduces the time required for filling ...

Practical and modern.

What do you like best? We have obtained the best experiences with Zendesk, it has adapted to our requirements in an incredible way and its platform offers its services and support in more than 30 languages its customer service in general terms is very efficient and responsive, its user interface is modern and customizable and intuitive. What do you dislike? It is necessary that Zendesk develop a mobile application for Android and iOS to optimize its functionality as a platform and ...

Handy Support Tool

What do you like best? Easy to manage Ticket workflow, possible to customise views and fields to suit your company. What do you dislike? Can be slow at times, but this is rarely happening. What problems are you solving with the product? What benefits have you realized? Providing IT Customer Support, makes it easy to reply to customer problems and keep it all tied together with a unique reference number.

Helpdesk Prison - do not sign with them

What do you like best? Zendesk allows you to integrate to other systems like slack What do you dislike? Auto-renewals with no consent, it took me 2 weeks to get any answers on my issues. Aaron in Financial Operations will claim their MSA doesn't allow you to get refunded despite no clear consent to renew. Recommendations to others considering the product: We started with the free account and upgraded as needed. What problems are you solving with the product? What benefits have ...

A lot of potential!

What do you like best? The interface is easy and straightforward to use and customize. Zendesk's support center is also very informative and helpful for whenever I have questions. Additionally, as the primary team member who uses Guide (the help center tool) I've found it easy to use and customize, although there are limitations. What do you dislike? While Zendesk is easy to use, there is a lot of potential to expand the features to be even more user-friendly and connect Support to ...

Zendesk promotes the communication and monitoring of tickets

What do you like best? I love this tool because I can use it as an internal support product to maintain a serious, objective and consistent communication with the objectives of my clients. Also, I can track the tickets by registering interactions. It is worth mentioning that it is intuitive, colorful and with a very dynamic call functionality for the enjoyment of the software. Without a doubt it encourages communication. What do you dislike? I have nothing against Zendesk, I think it ...