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

Helpful tool for tracking support requests

What do you like best? I like the customization of fields of available for tagging, that it can connect to SalesForce and Jira, and that you can add branding options if you have the same team supporting different products. I also like the different notification rules, and how it recognizes when someone responds to a specific ticket, even if you have closed that ticket already. You can also merge tickets as well and the product maintains that history. What do you dislike? The reports ...

Great for helpdesk ticketing

What do you like best? LOVED the ease of use for the users (and admin and the customization. Great solution for a solo admin with a few users up to much larger environments. It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice. As we were using it to also What do you dislike? Integration with other saas offerings could be ...

Zendesk -- Customer Support Made Easy

What do you like best? Recent integrations such as Salesforce and Google Analytics --- which were helpful at the last company I worked for. I thought it was an excellent move. The live chat feature allows for support in real time and takes the "middle man" feeling out of addressing issues. It provides a platform to build efficiency and accountability quickly within a department. What do you dislike? In my opinion, although the setup is fairly user friendly, Zendesk works best for you if ...

One of the best, but expensive.

What do you like best? Zendesk is known for it's quality, and they really deliver top class solutions for costumer support. The solutions work very well, are easy to setup up and offer many options to automate and make things don't consume all your or your agents time with repetitive tasks. What do you dislike? The price. I live in Brazil, so USD monthly subscriptions of at least 45 USD for each user just for the Support (ticketing module is pretty expensive for me. I also don't like the ...

Great for Small internal IT team

What do you like best? Quick, easy and Intuitive user interface, Provides a great customer experience out of the box with minimal setup and the low end user count is really cheap. What do you dislike? Not very customisable, although with a bit of effort and reading the Support documentation there are some limited customisations you can make Recommendations to others considering the product For a Small Internal IT Team that uses email - this is an ideal solution. It also has some Good ...

Simpliest yet best ticketing system for helpdesk and customer service purpose

What do you like best? Zendesk is very easy to use, it also has the function for you to create a parent ticket and attach a child ticket to it so that whenever you need to send mass email (example due to outages, you just need to update only 1 single ticket and multiple users will receive the update. Also Zendesk allows me to customize macro which makes my work easier whenever I need to send a custom template/message to a ticket What do you dislike? It is only available for browser, ...

Easy to use browser based Helpdesk software

What do you like best? It has a well thought out design and makes it easy to find tickets. It makes it easy to find and respond to tickets. I like being able to customize the ticket views as well. I love how easy it is for all of our techs to assign ourselves tickets, and I love that we can easily get insight into who has been responded to and who is waiting for help. What do you dislike? I wish you could insert an image as opposed to attaching it. This makes it easier for customers to ...

Zendesk makes customer support easy and excellent!

What do you like best? Easy to use, cost effective, in-depth reporting and analysis of data. Everything is easily accessed via the dashboard. Allows for full accountability of support staff. Feedback features are great and allows the customer to rate their experience and provide detailed information regarding their call or email. What do you dislike? Some features are clunky. Tags can sometimes be difficult to work with. VOIP is sometimes poor quality and makes it difficult to ...

Quick notifications and easy tracking

What do you like best? We can easily filter using the keywords and tag other colleagues in specific chain conversations without alerting our clients that we're discussing internally about their queries. The tags are also great because we can easily create new subjects when something comes up. We can also use as many tags as necessary depending on the subject matter of the conversation. The follow-up we do using the tags makes it easier to do just that. What do you dislike? When you're ...

Great platform to track tickets and stay organized

What do you like best? - Easy to understand interface - Tons of custom fields that can be changed to suit the team or business - Easily integrated into our internal CRM. At any moment, I can click into an account and "View Calls" and see every internal and external ticket/e-mail with a customer. Makes it easy as a trainer to interact with our company's support team - I've also been working on a help center which will be run through Zen Desk. What do you dislike? - Sometimes we ...