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

CSM that work with Zendesk

What do you like best? It is pretty easy is to create a support section for our website (the gateway to our platform. The ability to communicate with the customers and with the Support team on the same platform is amazing. In addition, there are lots of APPS/integrations that can be added we are awesome. Apps like customer status, customer information etc. Bottom line - In our company, different teams (support, R&D, CS can work together and communicate clearly and effectively with ...

Zendesk for IT Helpdesk

What do you like best? The fact that it is cloud based and accessible from most anywhere with access to the internet. There are also apps for iOS and Android devices that makes working help desk tickets and support requests easier from most all mobile devices. What do you dislike? It could be more customize-able and it could have better feature to brand it to make it look like like your organizations web site. It is too expensive and you have to pay on a per support user as opposed to ...

From Gmail to Ticket Tanks

What do you like best? ORGANIZATION! It's a real thing with Zendesk. It's so nice having priorities broken down into views and ticket counts and so many other key analytics. Real-time data has been life-changing for our customer service department. What do you dislike? I wish the plans for smaller companies had access to more features like CSAT scores. Recommendations to others considering the product Spend as much time as you can learning about ZD;s features. Watch the videos, do the ...

Robust, but not fully utilized by a smaller company

What do you like best? The Zendesk Help Center was the most useful thing for us. I liked that we could customize the look and feel of it and put all of our frequently asked questions in a searchable format. What do you dislike? Zendesk does a lot of things, but our smaller company had a hard time finding/using everything. We disliked that so many emails go out to our customers (we got your ticket, here's the answer to your ticket, your ticket is now closed, etc. There's probably a way to ...

Great support!

What do you like best? First, let me start with... I previously used Zendesk in a company that I managed about 6 or 7 years ago, and it we heavily relied on Zendesk back then. Now, with the current company I own, we started using Zendesk again after having such a great experience the first time around. I thought it was great then - it's so much better now! There are a ton of app integrations that you can easily integrate with. It's cost-effective and reasonable for small to large ...

got the job done for most cases.

What do you like best? Simplicity and easy integration with slack to get notification of new issue or update. Also, Zendesk offers the client to submit the tickets via email. What do you dislike? It seems like some of the analytics were incorrect and when we tried to question, we didn't get the answers. For example, the time to resolve metrics seemed to be very high and it didn't reflect our SLA that we had with the customers. But when we wanted to dig into the problem, I couldn't ...

A good tool for your company's support tickets, but lacking deeper analytics

What do you like best? For a support tool, it provides everything you need to assist your customer. You can provide screenshots, attach files, add canned responses, include the answer suggestion widget which allows you to directly link articles from your help center, customer information is visible and you can connect it to your company's slack. It's easy to search through old tickets and there are plenty of views to sort through your tickets. The reporting allows you to compare your ...

Helpful Management of Inbox

What do you like best? I like that I can work with my team to communicate clearly and effectively to our clients, all while staying on the same page! What do you dislike? The language that Zendesk uses had a big growth curve for me. My team uses this service primarily for managing email, so I get confused about what all of the terms mean. Recommendations to others considering the product I don't know about other products out there, but once I got used to it, Zendesk has been easy to ...

Zendesk Review

What do you like best? I inherited a Zen support desk when I moved position in the company, and I have to admit, I have been looking around to try and mov form it, but only so I can create a sort of stamp in the role. Currently I haven't found any contender for simplicity for the agents and customers, and that has to be a good thing for Zendesk. I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all ...

Simple customer service manager

What do you like best? Thanks to the Zendesk interface it's easy to organize and manage all the tickets and requests of your customer care. We love the possibility that Zendesk offers to assign specific tickets to specific members of the team in total automation. Also the reporting area is one of the best we ever encountered. What do you dislike? For some reasons I think that the pals at Zendesk leave out of the door some basic functionalities that can help your work. For example would be ...