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

Zendesk has to be the best Technical Support Software Ever

What do you like best? The fact that the ticketing and reporting systems are so robust. Being able to do some specific data digging and retrieve metrics to make the appropriate decisions on scaling, forecasting and quickly plastering our pain points on a whiteboard to discuss and take action. What do you dislike? The cost can be a bit steep. Also the Customer portal where they answer questions on a form to submit a ticket is not very visually intriguing or intuitive. It's just drop-down ...

My experience with Zendesk Support

What do you like best? Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs. Customer support. Zendesk provides easy accessibility and quick support when we need them the most. Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes. What do you dislike? Limited functionality - Compared to some of the ...

ZenDesk Review

What do you like best? Zendesk is a very premium product and especially for the price we pay for we can see it as very much worth it! Zendesk has amazing and easy to use features that has made customisation and the setting up of new users and help topics a breeze in comparison to our old site software. We have noticed that the number of help calls has gone up but at the same time the length of each of our agents spends on tickets has gone down showing it is highly efficient! What do you ...

Easy and effective

What do you like best? This is by far the best email ticketing system that can be used by a company to maintain strong customer service relationships with their customers. My favorite part is using macros which are premade responses to make responding to customer inquiries even faster, especially if you get a lot of the same questions often. Best of all, Zendesk is very friendly in terms of the user interface as well which makes this really good for responding to emails quickly and for ...

Solid turnkey solution to managing our shared support email gmail account

What do you like best? The setup was quick. We were able to connect our gmail, run a few test tickets, update email templates, and add the javascript support widget to our FAQ page within a matter of a couple of days. The experience for our users emailing that inbox for support hasn't really changed, but managing those requests on our side has gotten much easier. Onboarding my team to the tool was quick, everything is pretty intuitive. What do you dislike? The support widget isn't very ...

Zendesk is A+!

What do you like best? I like the customization of the interface along with the robust search function that allows for me to quickly access all tickets; additionally, I am a huge fan of the reporting and design functions that also let me view data and generate reports through their Insights page. What do you dislike? There really isn't much in terms of complaints on my side regarding Zendesk. It's extremely reliable, easy to use, and always handy. Recommendations to others considering the ...

Zendesk is way better than the competition

What do you like best? I really like Zendesk's ease of use. Having used other enterprise ticketing systems where it takes multiple weeks to get fully up-to-speed, Zendesk really stands out. There's practically no Zendesk training time needed for our new hires to get up and running, which allows us to focus on other business needs. What do you dislike? Zendesk's integrations can be spotty at times, and when the service goes has issues (hasn't been as much of a problem lately, it can bring ...

A good ticketing system but not for a large enterprise outfit

What do you like best? The interface to see tickets is easy to use interface for both the helpdesk personnel and the supervisors of the helpdesk. For the personnel entering a ticket, it is fairly easy and quickly achieved. What do you dislike? Not a very bad, dislike more of a wish. With the setup of new users, you can set people up quickly which is good. However, if the person setting up the users does not fill in all the needed information the tickets created by them get dumped into a ...

Quick to pick up, great at tracking issues

What do you like best? Working for a medium sized tech company with multiple clients in the restaurant bushiness, it is imperative that we track all issues that may occur at businesses that utilize our product across the nation. ZenDesk Support allows for us to do just that with ease. Very easy to assign tickets to internal agents and track issues. Not only that, the interface connects directly with our email system to allow us to communicate and track all communication between internal ...

Lacks so many essential features and obsolete UX & UI

What do you like best? It's really quite easy and simple to onboard and uses. If you're using Enterprise plan then there's always chat support for you. Widely used Customer Support tool with a focus on productivity and team response metrics. It's highly scalable. What do you dislike? Their support at Tier 2 and Tier 3 levels. No chat support for initial paid plans and very outdated UI & UX. A quite costly plan in comparison to other market players. Recommendations to others considering ...