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

Zendesk Review Ticketing system

What do you like best? When someone writes an email it creates a ticket What do you dislike? notevery response to an email should be a ticket What problems are you solving with the product? What benefits have you realized? organizing issues and creating cases and tracking the outcomes helps us become more successful and in return we can help our customers lower customer churn and create better knowledge base articles.

I have had the pleasure of using Zendesk for the past 6 years

What do you like best? I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily. What do you dislike? Sometimes it slows down, but I believe it is all of the plugins I use that is the cause. Recommendations to others considering the product: Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system. What problems are you solving with the product? What benefits have you realized? ...

Great platform!

What do you like best? I like that I'm able to stay in contact with my customers no matter where the conversation has left off. What do you dislike? The interface isn't the friendliest. However, the functionality of the service is great. What problems are you solving with the product? What benefits have you realized? I'm solving Saas client issues with this product.

Overall great tool

What do you like best? Zendesk Support has made managing customer tickets so much easier than the previous platform that we used What do you dislike? I dislike that you cannot see when a customer has viewed your ticket, it makes knowing when to follow up more difficult What problems are you solving with the product? What benefits have you realized? Solving various customer contacts for online retail store, the benefits have been improved reporting and keeping more accurate KPI's

Best helpdesk solution on the market

What do you like best? Zendesk Support has to be without doubt one of the best ticketing platforms on the market. As a contact centre solution it has been a driving force behind the way we operate our call centres. Triggers and automations are easy to work with as well as integrating third party tools such Salesforce and Slack. Zendesk Support, as well as the third party apps we use, have been immense when managing contact. What do you dislike? Insights reporting is probably the one ...

Great experience with Zendesk Support

What do you like best? I like that their software is easy to use and their support team is usually very quick to respond when we run into any issues. What do you dislike? Zopim chat has been clitchy as far as assigning chats to agents. We've reached out to their support several times and they haven't been able to resolve it yet. What problems are you solving with the product? What benefits have you realized? The most common issue is with their chat system (Zopim). Other than that, ...

Easy To Use And save all the Recordings

What do you like best? ticket raising and auto fill form available, help to resolve query on call. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts. What do you dislike? Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a ...

Flexible customer support solution - but is it too complex?

What do you like best? Zendesk has great support for working as a team in customer support being able to allocate support calls and emails to different people. Being able to classify the types of support calls that you are receiving is also great in terms of being able to analyse where the majority of your support issues are coming from. It's tabbed interface also enables you to have multiple issues open at the same time which can also be useful. What do you dislike? The display can be ...

Good in most aspects

What do you like best? It's very easy to integrate with the rest of the systems that we use. What do you dislike? There are more things available that we don't really find a use for. This can cause new agents to feel overwhelmed with the system. What problems are you solving with the product? What benefits have you realized? We utilize ZD to maintain proper customer notation and answer all emails that are sent our way.

Zendesk Customer Tickets

What do you like best? I like that you can tag the tickets so it's easier to research issues on a global level. I like that it also stores contacts that have been previously added, so it's easier to cc someone or change a direct contact. I also like that you can integrate with JIRA as well to connect customer issues directly to our development team. What do you dislike? I do not like that every time you close a ticket it automatically sends a survey to the customer, but will reopen the ...