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

An Efficient Way to Streamline Communication

What do you like best? If there are multiple support representatives at your company, Zendesk is a great way to get everything running smoothly under one roof. No more emails sent to individual inboxes - all support tickets in one place that can be viewed by a colleague in a pinch, and distributed amongst the team. What do you dislike? Setting up filters/rules for how you'd like tickets categorized can be a little tricky. Recommendations to others considering the product This product is ...

Best, simple and easy to use ticketing System

What do you like best? Zendesk is very easy to use, even if you are new to ticketing system you would easily understand how to use this. Besides, Zendesk is very easy to set up. What I like the best here is that it allows me to create macros. Macros is like a template that we will input in the ticket so that we dont need to type long messages over and over again. Also it has the option to add certain tags on tickets and I can view all tickets that has those tags. I can also create a ...

Incredibly Useful HelpDesk Support Platform

What do you like best? The things I like best about Zendesk Support are the solid ticket management options, including social media, support for ITIL and automatic workflows, and the great integration options. This expedites the process of customer issue resolutions and allows our customers to feel more comfortable when they make claims or dispute an inaccuracy. The interface is easy to use and quite user friendly. I am a big fan of this support tool, and I'd recommend it to anyone wanting ...

Impressive Ticket Management Workflow

What do you like best? Zendesk has much it does well, but most beneficial to us is the overall self-service approach the suite takes. The customer-facing portal with its knowledge base is first class in and of itself, but even better is how the knowledge base is tied into ticket workflow. It's incredibly helpful to have the KB integrated into the queue, and be able to quickly search for and include articles in customer responses. Zendesk is the best at making this whole process easier for ...

Nice but expensive

What do you like best? A lot of features and functions. Really great options to use and an all-in-one support suite, that is very complete. The learning curve is steep but its worth the hassle to get used to it. If you are looking for a good helpdesk and if you can afford the fees, than Zendesk is great – better than Kayako for that matter. What do you dislike? Unfortunately there is only a cloud option. Prices are very expensive if you are in a less advanced country or in a country, with ...

Zendesk. A Good Customer Support Platform

What do you like best? Zendesk is easy to navigate, easy to edit and add macros, and can be as simple or as complicated as you want it to be. I love the edibility of the overall platform to meet needs and changes as they come. After trying a few other platforms, it still out-performs the others, in my experience. What do you dislike? I do wish the data was a bit more manageable or editable. It's not bad, it's just not the best it could be or malleable to our needs. Recommendations to ...

Just what we need!

What do you like best? I love seamless functionality of the phone apps and the browser login - the interfaces are intuitive and easy to use on the go! The graphs and analytics are also great - helps us keep a pulse on how we're doing as a team. The pricing is very reasonable and can grow with the company. What do you dislike? The tickets allow for adding internal notes--which is great--but it is a really bad day (yeah, it has happened when you mean to mark the note as internal but forget ...

Zendesk Support has always worked for me!

What do you like best? It is very simple to write and respond to tickets in the system. Nice layout that is easy to navigate within. I was recently married and it was super easy for me to change my name in the profile. What do you dislike? It has always worked well for me, I really don't have any complaints. Recommendations to others considering the product If you are looking for a ticketing system, this is a great option. This is a way to manage workflow, completion of tasks, and ...

Great and robust tool - But not "straight out of the box" solution

What do you like best? Zendesk allows me to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting. I keep discovering new features all the time - which can be both a pro and a con, as for some features - I had no idea I could use or that they even exist. Their team is great and always resolved any issue I had quickly. Their reporting feature (via Gooddata is robust and allows a really deep dive into your metrics. What do ...

Zendesk makes it possible to simplify and improve the work with clients

What do you like best? Zendesk has many functions, but it's easy to use and configure. One is constantly being improved. A very convenient filtration system that allows you to make the necessary and effective selection. Also, you can effectively use the sharing feature. The help desk quickly answers questions and helps to solve problems. What do you dislike? Sometimes it's somewhat difficult to add new features. Zendesk has uncomfortable navigation. I would like to make it more perfect. ...