Zendesk Reviews

Name: Zendesk
Brand: Zendesk
Rating: 4.1 (61 reviews)

4.1 out of 5

61 reviews
93% willing to recommend

What is Zendesk?

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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Zendesk is the #3 ranked solution in top Community Platforms, #4 ranked solution in top Knowledge Management Software, #7 ranked solution in top CRM Customer Engagement Centers, #11 ranked solution in top Help Desk Software, #11 ranked solution in top IT Service Management (ITSM) solutions, #11 ranked solution in top Sales Force Automation solutions, #19 ranked solution in top Reporting Tools, and #24 ranked solution in top CRM solutions. PeerSpot users give Zendesk an average rating of 8.2 out of 10. Zendesk is most commonly compared to ServiceNow: Zendesk vs ServiceNow. Zendesk is popular among the large enterprise segment, accounting for 50% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 22% of all views.

Helped 865,164 peers since 2012

Featured Zendesk reviews

JohanSkibdahl

CEO at Etcetera Networks

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

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Ahmed Nassar

Technical Consultant at Spectrum Group

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Calvince Okello

Customer Success Lead at Power Financial Wellness, Inc

Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy. Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk. Zendesk is an easy tool to use, especially when considering integration with other systems. I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools. When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut. Overall, I rate Zendesk eight and a half out of ten.

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Zendesk mindshare

Product category:

As of August 2025, the mindshare of Zendesk in the CRM Customer Engagement Centers category stands at 7.5%, down from 8.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerResearch reports based on Zendesk reviews

Type	Title	Date
Category	CRM Customer Engagement Centers	Aug 18, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 18, 2025	Download
Comparison	Zendesk vs Microsoft Dynamics CRM	Aug 18, 2025	Download
Comparison	Zendesk vs Salesforce Service Cloud	Aug 18, 2025	Download
Comparison	Zendesk vs ServiceNow Customer Service Management	Aug 18, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	N/A	91%	223 interviews Add to research
Tableau Enterprise	4.2	N/A	89%	307 interviews Add to research

Valuable Features

Zendesk offers valuable features including elegant ticket management, seamless integration with business apps like MS Dynamics and Salesforce, and a customizable self-service portal. Users appreciate its ease of use, agility, and automated communications. The system's dashboards, reporting tools, and ability to track and merge tickets enhance workflow and efficiency. Features such as macros, satisfaction ratings, and strategic vision indicators provide essential support, while its robust security ensures content protection.

"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."
"Zendesk has been invaluable in automating communications such as email and phone calls."
"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

Room for Improvement

Zendesk users mention several areas needing improvement, such as the clumsy agent module, disconnected customer search, and lack of URL integration. The admin console is hard to navigate and ticket merging is time-consuming. Reports and analytics need enhanced customization and flexibility. The interface should be more user-friendly, with better customization and integration options. Challenges also exist with email threading, ticket forwarding, and reporting features, while the platform's pricing and licensing require refinement.

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."
"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

ROI

Many users find ROI measurement challenging but positive with Zendesk. Some report savings and improvements, attributing efficient license use and team size reductions to its effectiveness. Pricing flexibility is appreciated, especially for non-profits. While exact figures are elusive, some organizations note cost-effectiveness and productivity gains, resulting in a favorable investment perception. Some mention reduced customer inquiries, improving support efficiency, and emphasize its value, though individual assessments and specific ROI figures vary.

Pricing

Zendesk pricing is perceived as high, with standard licensing fees around $49-$70 per agent monthly for the Professional plan. Enterprise buyers often find the per-agent cost steep, sometimes exceeding $200. Many emphasize the need to assess agent roles carefully due to these costs. While some found pricing competitive, others noted additional fees for services like Zendesk Guide and extra support. Evaluating the exact requirements and negotiating with Zendesk's sales team can help optimize costs.

"From what I hear, Zendesk's pricing is a little expensive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

Popular Use Cases

Users primarily utilize Zendesk for customer support and internal ticketing systems. It is employed by IT groups and support teams for managing customer inquiries related to SharePoint, Salesforce, and other services. Many leverage Zendesk Guide for knowledge bases and customer instructions, creating contact forms and storing product information. Integrations with tools like Slack enhance communication. Companies automate tasks, manage incidents, and gather market insights, contributing to improved customer experiences and support efficiency.

Service and Support

Many rarely need to contact Zendesk support, highlighting reliability. Support is responsive and typically resolves issues within hours, although some experience delays or reliance on documentation. Ratings vary from 6/10 to 10/10. Enterprise customers appreciate 24/7 availability, despite some frustrations with chat unavailability. User feedback often points to helpfulness and fast responses, yet suggests improvement for quicker personal interaction. While some find support lacking, others view it as satisfactory and prompt.

Deployment

Zendesk's initial setup was largely straightforward with minimal assistance required. Many found it easy to implement and navigate due to thorough documentation and intuitive steps. Challenges like migrating user data manually or embedding it in a webpage required custom tweaks or external expertise. Some users noted the need for further understanding of advanced features. While setup complexity varied, those with existing CRM knowledge managed implementations with ease, often benefiting from Zendesk's support team.

Scalability

Many companies report that Zendesk scales effectively, supporting multiple teams and a growing number of users. Some challenges emerge with structural changes or specific department needs. While smaller helpdesks face fewer challenges, larger companies sometimes require additional configurations or external help for significant scaling. Customization and integration are straightforward, accommodating businesses from small to large sizes. Pricing per agent aids scalability. Comparisons with other CRMs show similar experiences in scalability.

Stability

Zendesk exhibits strong stability with minimal outages. Users frequently report no issues, noting its reliability for both small businesses and larger operations. While most feedback highlights its steadfast performance and lack of bugs, a few mention occasional stability challenges, particularly concerning scalability as operations expand. Zendesk communicates outages effectively through Twitter, maintaining transparency. Instances of network disruptions and spam detection issues are rare but noted by some users.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Zendesk Buyer's Guide for additional reliable information.