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

Zendesk is a great solution for support teams to use to manage and tier tickets

What do you like best? Zendesk is very good at managing tickets and providing updates to the parties involved. Its email integration makes is super simple to keep track of tickets. Additionally, we use the automated bot feature that suggests answers to user's tickets. This is why the seamless integration with Support articles is nice. What do you dislike? No real dislikes. It does the job and does it well. Tiering tickets, tracking SLAs, and updating ticket statuses are all easy. What ...

Not as simple as alternatives to customize

What do you like best? Zendesk offers all the standard features we required. Pricing was inline and reasonable. What do you dislike? Some of the customizations we required were not available at the time we were evaluating our options. Recommendations to others considering the product: During our evaluations of different support products one thing that stood out to us was the customer service we received from the respective support staff members who we were in contact with during our ...

Excellent for phone calls

What do you like best? I utilize Zendesk almost solely to take phone calls. The transcription is helpful, as is the notes section. If I need to look up past phone calls by the number or by the notes it is quick and easy. The system is great for task visibility. What do you dislike? One thing that I have found difficult in the past is utilizing the ticketing system while simultaneously utilizing my email for the same tasks. Updating and working through my email system has traditionally ...

One organized, collective inbox

What do you like best? I love that we can search an email address and see all the emails that are generated from that one address. It's so nice being able to pull up all communications and get a quick picture of the customer experience so far. What do you dislike? I don't like the merging process when combining multiple tickets. On the customer side too, the notifications of the "ticket" is confusing. What problems are you solving with the product? What benefits have you realized? ...

Highly configurable, but requires a lot of planning and thought

What do you like best? I love the triggers and automations in Zendesk. This makes the platform very flexible, such that you can probably do anything you want with it as long as you put in the effort to get the rules right. What do you dislike? The downside is that you need to create triggers and automations for *everything*. If you have a complex setup, this means you'll have dozens of customizations that you need to make sure all play nicely with one another. Zendesk does very, very ...

It’s good

What do you like best? How IT can shadow my computer remotely from anywhere What do you dislike? How my screen changes color when they log in What problems are you solving with the product? What benefits have you realized? Folders missing from the hard drive

Needs improvement

What do you like best? Response time to answers and ease of use What do you dislike? Most responses are already listed on faq section of the website you’re requesting help for Recommendations to others considering the product: Uniqueness for responses What problems are you solving with the product? What benefits have you realized? Issues with Dave app

Zendesk the wonderful customer support tool

What do you like best? Zendesk is wonderful offers real-time assistance to its customers. It allows you to observe several entries at the same time thanks to its interface. It has an integrated telephone support to communicate with our customers. Allows conversations with visitors on your website. The integration of Zendesk with multiple communication platforms makes it a complete and effective tool. What do you dislike? Zendesk has demonstrated its competitiveness in the market but our ...

Very useful depending on the use you give it.

What do you like best? It integrates perfectly with different existing programs in the market and this makes it a very versatile software capable of reaching any user or client. The sending of support tickets is the function with the highest valuation of Zendesk, without a doubt it is the best at that point. The management of the program is quite simple both for the users of the software and for the clients when sending their requests to be processed within the organization. The software ...

Very Helpful for Successful Businesses

What do you like best? I like how it shows up on my company’s website , it looks very professional and i just love it! What do you dislike? I don’t dislike anything about it, it’s absolutely fun and professional for customers questions What problems are you solving with the product? What benefits have you realized? At first it was hard , because it’s a lot of thing you have to do, but it was fine .