The features I find most valuable are the relative ease of configuration and the add-ons.
Senior Operations Manager at a tech services company with 1,001-5,000 employees
For us, it does what we need, which is ticketing, reporting, automation, responders, use of .csv imports, data extracts, and API use for Help Center. But, we'd like custom reporting capabilities.
What is most valuable?
How has it helped my organization?
We used to receive email notifications into Outlook. It is extremely easy to create a mail.
What needs improvement?
- They should build in a ticket auto-assignment module, which would be amazing. This would set Zendesk apart without having to use third-p
arty apps. Although these are fantastic and useable, they would allow for consulting opportunities for them and really tailor the ticket management solution for a prospective customer. - Partitioning rules and triggers need improvement.
- It would be great to go beyond multi-brand and allow for a brand to be self-managed by its own administrator with visibility from global administrators.
- Enhancements to Help Center. A broader selection of templates, though if you have in-house web skills, the CSS, JScript, and markup environment should be flexible enough for most needs.
- We would like to see enhancements in how the knowledge management process is managed in Help Center. Perhaps some work flow behind article creation to approval, also easier methods to flag articles for review, deletion flagging that can be executed with work flow from UI rather than having to do through API.
- Custom reporting capability like for Zendesk ticketing for Help Center.
- I would like to see the service to update the Twitter feed used more frequently and be updated with more meaningful info, but that happens with every service tool I have ever known since I was born.
For how long have I used the solution?
We've used the enterprise edition for three years.
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What was my experience with deployment of the solution?
In general, no, there we some issues around report name change during the reporting platform migration which was a little frustrating, but in general updates are managed well and even when they do fail they recover well.
How are customer service and support?
It's a solid 7/10 for specific contacts, and it would be higher including my account managers in two different regions and also tech contacts. I would rate them all 9/10.
How was the initial setup?
Setup was straightforward if you know where you’re looking. Therein lies the crux of the issue. Do you know where to look? Given that there are a lot of configuration points to correctly setup your ZD instance ,it may not be out of the box, but no tool is, and I feel the investment to get up to speed with ZD is definitely worth it.
What about the implementation team?
In-house, but if time is a consideration, get a vendor. If you cannot afford it, invest the time and users to ample guides and knowledge on their support site and get involved in their communities. Actively use Zendesk support, which is great particularly for new users.
What was our ROI?
The ROI is related to your requirements and what you are trying to achieve and how well they address those needs. For us, it does what we need, which is ticketing, reporting, automation, responders, use of .csv imports, data extracts, API use for Help Center and other projects.
What's my experience with pricing, setup cost, and licensing?
Take the time to understand what your workload is before you even move into Zendesk. You will then be able to determine how many agents licenses you require.
Also, understand the requirements for what you need in terms of functionality as Zendesk Enterprise is significantly more costly than Plus but offers much more. You need to work out if you actually need that functionality and what price point is acceptable for the number of agents you have.
Remember, if you are looking at big numbers of agents talk with an account manager and see what price you can get. You will never know unless you give it a go.
Which other solutions did I evaluate?
- MS CRM
- SalesForce
- Siebel
- Infra
- Front Range HEAT
- AR Remedy
We chose Zendesk because of its ease of use and the projected ROI. Do you really need to invest in the beast and have a TCO that needs to cover an architectural team worth over $500,000 a year? In some cases absolutely, and the ROI justifies it in my case for this and my last organization. There are a lot of things where we can work with what we have.
What other advice do I have?
Go and see people who use it, or at least gather feedback from the community. Join the Zendesk support community and ask.
Zendesk Ticket Interface

Reporting
Disclosure: My company does not have a business relationship with this vendor other than being a customer.

Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees
The UI allowed our service reps to capture and log all activity related to an inquiry much faster than before. The inability to design a what-you-see-is-what-you-get interface affects rep performance.
What is most valuable?
Zendesk helps differentiate our staff into the different business units that they are responsible for.
Additionally, this add-on helps us with reporting on the specific areas of the business we need to track separately.
Second to the add-on is the Help Center. In conjunction with the multi-brand feature, using the Help Center by brand allows us to segment answers by business segment and allows our customers to find an answer before they contact support. The helpdesk feedback and tracking allows us to monitor if a helpdesk article is effective or not, thus allowing us to consistently improve our helpdesk service.
How has it helped my organization?
The overall user interface was a vast improvement over our previous tool. It allowed our service reps to capture and log all activity related to an inquiry much faster than before.
The semi-integration between Zopim and Zendesk works without a problem as well, and was well received by the team as being easier to use than our previous tool.
What needs improvement?
Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves. The knowledge base search is also old and only keyword based. Any large knowledge base – much like Zendesk Corporate Knowledgebase – will return many irrelevant responses.
Also, the inability to design a what-you-see-is-what-you-get interface for the reps unfortunately can affect rep performance as they have to scroll past field they don’t need to touch.
What do I think about the scalability of the solution?
To date we have had no issues with scalability.
How are customer service and technical support?
Service and Support are excellent. Whilst the knowledge base leaves a lot to be desired and the push to use the community is as annoying as it is unreliable, if you do contact support they are responsive and thorough.
Which solution did I use previously and why did I switch?
We used a support product from Oracle. It had all the bells and whistles, however it was dated and very expensive as well as hard to maintain without a developer. Zendesk saves us over $50,000 per year and can be maintained in-house by our staff.
How was the initial setup?
Deployment was very easy. In fact, very little assistance was needed from Zendesk Support.
If you understand CRM strategy and basic set up you can start using Zendesk out-of-the-box. Customization and maintenance are easy.
There are several shortcomings in the product when compared with other tools such as the ability to create child incidents, assign and track tasks related to the completion of an incident, and then to report on them are a challenge and require add-on tools.
What about the implementation team?
I implemented this tool myself. Their implementation coach was great, but there was little help other than coordination needed from Zendesk. I found many times they couldn’t offer a solution to my questions, and I either had to do a workaround or figure out a different way of doing things. When I did need to get engineering involved they were very helpful and engaged in developing a solution.
What was our ROI?
ROI is easily over $50,000 per year.
What's my experience with pricing, setup cost, and licensing?
Licensing is fairly flexible and they have fairly standard licensing offerings. The sales team did work with us on a solution for our particular need.
What other advice do I have?
Develop your reporting requirements early as you may have to implement customer fields or applications to be able to get what you need.
Also, document exceptions outside your normal service flow in order to get the Zendesk implementation team up to speed early to learn if what you want can be done.
Lastly, review the apps store to see what you might need so that you can implement those capabilities up front.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
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Customer Happiness Associate at Indiegogo
The JIRA integration has helped tremendously with bug tracking, but I would love to see an easier way to add users to it.
Valuable Features
The ticketing system is invaluable as well as the integrations.
We use the JIRA integration to track bugs and customer feedback.
Improvements to My Organization
Before the JIRA integration, we weren't able to track incidents of bugs in an aggregated manner. Now it's much easier to track incidents and follow up for more information from customers experiencing issues.
The JIRA integration has helped tremendously with bug tracking and timely resolution.
Room for Improvement
I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets. It would also be nice to have easier formatting tools/shortcuts for responses to customers.
Use of Solution
We've used Zendesk since I've worked at Indiegogo, which has been about two years.
Deployment Issues
I wasn't involved with the initial deployment.
Stability Issues
I've had no issues with instability.
Scalability Issues
No problems scaling.
Customer Service and Technical Support
Customer Service:
Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.
Technical Support:Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
IT Specialist at a non-profit with 501-1,000 employees
Ticket submission has been completely streamlined, but more metrics are needed.
What is most valuable?
Internal notes and archiving of tickets for future reference are valuable features for us.
How has it helped my organization?
Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).
What needs improvement?
Metrics – I would like to see it more based around ticket submissions/reasons.
For how long have I used the solution?
I've used it for one and a half years.
What was my experience with deployment of the solution?
No issues encountered.
What do I think about the stability of the solution?
No issues encountered.
What do I think about the scalability of the solution?
No issues encountered.
How are customer service and technical support?
Customer Service:
6/10 – usually helpful but sometimes very slow.
Technical Support:6/10 – usually helpful but sometimes very slow.
Which solution did I use previously and why did I switch?
Yes, we used a Sharepoint based ticket system that was very antiquated and difficult to manage. I vetted a few other systems, including Spiceworks. I chose Zendesk due to its pricing and great list of features.
How was the initial setup?
Very straightforward, minimal setup required.
What about the implementation team?
In-house. The only recommendation I have is to make sure your users know how it functions and that there are multiple ways to submit tickets.
What was our ROI?
ROI is difficult to gauge, but Zendesk is willing to work on pricing for non-profits.
Which other solutions did I evaluate?
I would highly recommend Zendesk for medium sized IT teams of approximately five to 20 people.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Operations Intelligence at a transportation company with 51-200 employees
Insight analytics made the reporting process easier, but the more customization you do, the slower it will be.
What is most valuable?
- Insight analytics
- SLA
- Business hours
How has it helped my organization?
Insight analytics made the reporting process easier. We integrated it with GoodData, and every time you need to create a report in order to see something, you just need to put the right elements into it.
What needs improvement?
The more customization you do, the slower it will be. Maybe this could be improved.
For how long have I used the solution?
I've used it for one year and two months.
What was my experience with deployment of the solution?
No issues encountered.
What do I think about the stability of the solution?
No issues encountered.
What do I think about the scalability of the solution?
No issues encountered.
How are customer service and technical support?
Customer Service:
Never talk to them, we talk to our global IT.
Technical Support:Never talk to them, we talk to our global IT.
Which solution did I use previously and why did I switch?
No previous solution was used.
How was the initial setup?
The initial setup was step-by-step. I guess our global team upgrades the plan every now and then. It is better than to do complex ones the first time.
What about the implementation team?
In-house one. Never miss any training when there's a new tool.
What's my experience with pricing, setup cost, and licensing?
We use the Professional plan, which costs $49 per agent per month.
What other advice do I have?
It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses. No other platform is better than this one.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Account Coordinator at a tech vendor with 201-500 employees
Friendly and intuitive design, but sometimes they wouldn't update by tickets and I kept getting an error message.
Valuable Features
Zendesk has helped us to better connect and respond quicker to our clients.
Improvements to My Organization
Report Generator needs to be improved.
Room for Improvement
I was not there at the initial deployment of Zendesk with my past company.
Use of Solution
I have used it for one year.
Deployment Issues
Overall, I don't think I did. There were a few instances where Zendesk was not updating my tickets and I kept getting an error message.
Stability Issues
No, I think the tool is great for small business and smaller start-up companies.
Scalability Issues
I never dealt with Zendesk customer service, but I have heard great things about it.
Customer Service and Technical Support
Customer Service:
I believe the company had a trial period with SalesForce, but switched to Zendesk because of the affordability.
Technical Support:I was not available during initial setup, but Zendesk is pretty quick to catch.
Other Solutions Considered
SalesForce
Other Advice
- Very simple to great to use
- Friendly and intuitive design
- Affordable
- Great for small support team
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: I believe Zendesk and my past company shared the same investor.
Google Apps deployment Specialist and Support Manager at a tech services company with 501-1,000 employees
This is one of the better solutions on the market for SMBs but it needs to allow more information to be put into tickets.
What is most valuable?
- Merging similar incident tickets into one ticket as a problem ticket
- APIs to integrate with other CRM solutions like Remedy and RemedyForce
How has it helped my organization?
- Handling tickets within the SLA
- Smart search of archived tickets for auditing purposes
- Support metrics to analyse the work done by the support team during certain period of time.
What needs improvement?
The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.
For how long have I used the solution?
I've used the webportal and the Android App for two years.
What was my experience with deployment of the solution?
No this is a simple online portal hosted on a cloud platform.
What do I think about the stability of the solution?
No issues encountered.
What do I think about the scalability of the solution?
No issues encountered.
How are customer service and technical support?
Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.
Which solution did I use previously and why did I switch?
No previous solution was used.
How was the initial setup?
It's straightforward.
What about the implementation team?
It was done in-house.
Which other solutions did I evaluate?
- Remedy
- RemedyForce
What other advice do I have?
This is one of the better solutions on the market for SMBs. It's good if your main concentration is tickets. It lacks features for attaching enough information in the ticket.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Application Support Specialist at a construction company with 51-200 employees
It helped with tracking tickets and identifying trends in help desk calls.
What is most valuable?
- Reporting
- Tracking
How has it helped my organization?
When I used it, it helped with tracking tickets and identifying trends in help desk calls.
For how long have I used the solution?
I used it for two years.
What was my experience with deployment of the solution?
No issues, it went well.
What do I think about the stability of the solution?
I did not experience any stability issues during the two years I used Zendesk.
What do I think about the scalability of the solution?
None at all.
How are customer service and technical support?
Customer Service:
I never had to call customer service. That was done by the admin person.
Technical Support:I personally never had to call the Zendesk tech support, as again it was handled by admin.
Which solution did I use previously and why did I switch?
At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.
What about the implementation team?
There was one person who worked with Zendesk to implement it.
Which other solutions did I evaluate?
- ZoHo
- Freshdesk
- SysAid
What other advice do I have?
Zendesk is a great product but find a software package that will work best for your team and company.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.

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