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

Great mix of structure and options

What do you like best? Zendesk provides a thoughtful and highly useful preset workflow for doing support via email and phone. The system can be learned quickly, is pretty reasonably priced, and is highly extensible without breaking the core paradigm of tickets & statuses. What do you dislike? Zendesk has a surprising amount of outages compared to top-tier enterprise services like Salesforce, AWS, or Atlassian. Support can't be something that goes out - we lose all contact with customers. ...

Zendesk Review

What do you like best? Zendesk offers the best mailing solutions, especially when dealing with a large number of emails. Different teams are able to use one product and view the same communication seamlessly. This product offers the ability to switch users without necessarily forwarding emails. Tracking of email communication is simplified. Allows users to be added to its knowledge base, enabling easy retrieval of email contacts. What do you dislike? -It is not very clear how its ...

A Great Solution for Helpdesk and Knowledge Base

What do you like best? By being able to customize views, ticket fields, tags, macros and more, you can quickly categorize and prioritize all the tickets that come in. And yet the default Zendesk behavior works great just as well, so you can really decide how complex you want your setup to be. What do you dislike? There's really not much to say. I guess my only tiny complaint would be that there are so many features available, it can be slightly daunting at the beginning. But, as soon as ...

The ease of Zendesk

What do you like best? Multitasking, Zendesk makes it super easy to be working on multiple tickets at one time. Everything stays organized and is constantly updating so no information is missed. Also there seems to be more functions I find every time I log in. What do you dislike? Since it is good at multitasking, the speed off the program can be altered as well. Keeping it running smoothly requires having maybe two other tabs open. Any more can start slowing it down. Recommendations to ...

Quick Support Solution

What do you like best? The ticket management is robust. There is some good reporting tools. I like the fact that there is a phone app and that the notifications go to my smart watch. It really keeps me notified. This product really does its job. My first day at this job, I was introduced to zendesk. Prior to that I had no experience using a managed online console to manage helpdesk tickets. I am glad it was introduced to me. I will definitely recommend this product to other companies ...

Happily used by a small start-up

What do you like best? I like how easy it is to connect my tickets to corresponding JIRA issues via an integration from the app marketplace. Merging tickets is also done very well (compared to competing products and automation makes our lives a lot easier. We have macros set up to mark tickets as spam, hand them off to another team, etc. I have more time to think about my responses and manage our inbound flow. What do you dislike? Zendesk's Help Center product was not an original Zendesk ...

Like better than salesforce!

What do you like best? Zendesk has a very user friendly platform. There are a lot of different customization options as well making it more desirable than salesforce. The latest ticket features are extremely helpful for our business. Plus they are easy to read and utilize. They have a lot of great apps and they have great team support. The price is also very reasonable for what they offer. What do you dislike? Setup was a little on the confusing side. We had a lot of issues upfront ...

Easy to navigate once you know how to work it.

What do you like best? Easy navigation throughout the site. Users can also modify what they see by changing their views and add groups. The views help differentiate the problems as well as the agents working on the issue. Internal notes help with adding messages to only internal users. We work as the middleman to help resolve the problems rather than emailing the user back and forth. It becomes easier with time to understand. What do you dislike? The site usually has issues when it comes ...

Zendesk is fast, reliable and easy to use.

What do you like best? What I like the best about Zendesk is it is easy to find my tickets and they have an app so I can know if I have tickets waiting in my inbox while I am out and about. The other great thing about this service is the ability to collaborate easily with other teammates by having the option to leave comments internally. We really like the fact that customers can login to their account and find all of their old tickets quickly and easily and also that we can do the same. ...