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

Support tool review

What do you like best? The flexibility that the tool offer when it come to view, triggers and automation. Easily integrates with other tools on the market due it being a well established support platform. Zendesk offer a great market place that offers a lot integration with all different channels such Instagram, Twitter, Youtube. What do you dislike? The lack of customization for the mobile SDK for iOS and Android. Zendesk chat isn't fully integrated to Zendesk Support which makes ...

Easy to use!

What do you like best? Zendesk is able to do a ton that is vital to CX support needs What do you dislike? Product development is often slow and a lot of QOL requests go ignored What problems are you solving with the product? What benefits have you realized? Zendesk can be cumbersome to manage, but it does so much that it evens out

Excellent customer service tool for improved customer satisfaction

What do you like best? Zendesk is very easy to use that makes communication with the customer seamless. It is also helpful to have the internal comments feature to communicate internally with other team members. History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics. What do you dislike? Customers that are not in Zendesk are not able to post their comments on the ticket. Instead their comments generate “suspended” tickets which ...

Nothing to compare the platform to so I am neutral.

What do you like best? I appreciate that the platform can communicate with our company's in house platform. What do you dislike? It is super slow to connect with our internal platform. Recommendations to others considering the product: Definitely compare with what else is out there, there might be more updated and innovated platforms out there. What problems are you solving with the product? What benefits have you realized? Customer support problems with orders placed on ...

Zendesk promotes a more efficient solution with customers

What do you like best? It should be noted that Zendesk is an incredible tool that has allowed me to improve customer relationships as it is designed for customer satisfaction and helps me keep my customers updated. I can also get a vision of the clients that I have attended since I establish a communication and also maintain an excellent integration to process and solve my cases efficiently. What do you dislike? It is important to highlight that there is an improvement in labeling and ...

Never Experienced Any Issues

What do you like best? It's easy to work with. I never experienced any issues while using the program. My job used it and it helped us stay organized and revisit ticket issues if/when necessary. What do you dislike? It takes some practice. At first, operation is not obvious. After some light training, using the program got easier. Recommendations to others considering the product: I recommend the software. It only made my job easier. It's only as helpful as your employees are ...

Great tool for email and SMS support

What do you like best? Ease of embedding links, customizing text, sending emojis, including attachments, SMS support, great analytics tools What do you dislike? While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided work flows to reduce effort and streamline research Show More Recommendations to others considering the product: ...

Using Zendesk to communicate with clients

What do you like best? I find it easy to track al support questions and respond to them as soon as possible. I also utilize the function to classify the tickets into different categories. It helps me stay organized. What do you dislike? We often see technical issues with the system. Last month, all of zendesk was down. Clients were angry and we couldn’t reach out to them to let them know. Recommendations to others considering the product: The Zendesk system crashes more often ...

Using Zendesk to communicate with clients

What do you like best? I find it easy to track al support questions and respond to them as soon as possible. I also utilize the function to classify the tickets into different categories. It helps me stay organized. What do you dislike? We often see technical issues with the system. Last month, all of zendesk was down. Clients were angry and we couldn’t reach out to them to let them know. Show More Recommendations to others considering the product: The Zendesk system crashes ...

Great tool for email and SMS support

What do you like best? Ease of embedding links, customizing text, sending emojis, including attachments, SMS support, great analytics tools What do you dislike? While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided work flows to reduce effort and streamline research Recommendations to others considering the product: It’s a ...