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

Reliable Helpdesk ticketing system

What do you like best? I like that users can simply reply to the email update and that email response will automatically be added to the notes section of the helpdesk ticket What do you dislike? I dislike the inability to export all of my helpdesk tickets for analysis. Recommendations to others considering the product Easy to use tool for end users. What business problems are you solving with the product? What benefits have you realized? This is being used as a simple helpdesk ticketing ...

Near perfect Help Desk Solution

What do you like best? Quick and easy setup. Teamwork is front and center What do you dislike? Emails can be delayed at times which can make me question if a problem has been resolved or not. What business problems are you solving with the product? What benefits have you realized? Teamwork Centralized communication simple for everyone to view status of their requests

Used for HelpDesk Support

What do you like best? I liked the level of accountability within the software. It kept track of each help ticket and the status of each one. Easy to set up and easy to use. What do you dislike? There wasn't anything that I didn't particularly like about the software. Interface and design were very easy to use. Overall a great solution for help-desk support. What business problems are you solving with the product? What benefits have you realized? This allowed internal employees to create ...

Zendesk Support

What do you like best? The ability to add in customized widgets, such as searching resources without leaving the page, and auto-linking external content. It's helpful that history is saved so far back as well, as reviewing old tickets is invaluable What do you dislike? There have been constant collisions, meaning more than one person ends up in the same ticket. It wastes everyone's time Recommendations to others considering the product As far as I can tell, the Zendesk team is very ...

We use for Internal Service Desk support and it is good.

What do you like best? The minimalistic User Interface design for creation of service tickets is good. UI is not cumbersome when more fields are shown for ticket creation. What do you dislike? When there are many branches and sub-categories it is difficult to traverse and select the required option. What business problems are you solving with the product? What benefits have you realized? Internal Service Desk tool for day to day IT needs and access control requests.

Zendesk delivers on ease of use, features available for support.

What do you like best? I like that zendesk has a clean UI to use, a bunch of new reporting features that allow me to grab reports of key metrics for my team and the firm. They have options for the client to reach us, via the helpdesk opening a ticket, sending an email to the support email for zendesk, and calling in. What do you dislike? The ability to set automatically the SLA breach emails to a certain product, so the whole company doesn't get the breach emails, is annoying, Zendesk ...

Flexibility and scalability = Zen

What do you like best? We used Zendesk for our certification for users and loved the ability to track certain user journeys as they used our training. Zendesk is also incredibly flexible in what it can do with custom coding. What do you dislike? I disliked the clunky navigation. Well, clunky isn't fair. It just felt like a lot of menus to get where I needed to go. I also disliked that links are only available a certain article- you can't copy pictures or videos and put them into different ...

Zendesk

What do you like best? The functionality with the different settings What do you dislike? The platform tends to lag as far as speed causing delays in flow and responses. Recommendations to others considering the product Yes What business problems are you solving with the product? What benefits have you realized? The volume of customer emails that come in

Zendesk is a great customer support product and helps to exponentially increase agent productivity.

What do you like best? I love the ability to create macros, business rules and the abundance of integration apps available in their marketplace. A combination of these helps my staff do their work way faster than they were able to in the past. What do you dislike? I don't like that the zendesk chat/support widget can't be embedded in salesforce in the bottom like a pop up. Most importantly, Good Data, their analytics tool is very complicated to use unless you are a fluent techie. ...

Meets Requirement. Has Scope of Improvement

What do you like best? The support ticket creation feature is easy to use. What do you dislike? If there are Multiple Categories, the option to choose options from each subcategory can be made easier. What business problems are you solving with the product? What benefits have you realized? Internal IT support