Zendesk Reviews

“User-friendly team favorite”

Pros

Across our whole team, it's been incredibly user-friendly. The interface is simple and easy and the customer service has been excellent.

Cons

We genuinely enjoyed using it and it worked wonderfully for our customer service team when communicating with customers.

“easy team case tracking”

Pros

Using this has felt very simple and user-friendly and our company relies on it to track customer cases. It's also been adopted across multiple regions which says a lot about how well it works at scale.

Cons

There's nothing major to complain about. If anything, it would be nice to expand it beyond technical support cases so standard users could also use it for more general support requests.

“Simple omnichannel support”

Pros

One of the best parts is the simple ticket-routing system paired with strong omnichannel functionality. It brings customer conversations from email, chat, phone and social messaging into one agent workspace which helps the support team work more efficiently.

Cons

Downside is the add-on pricing structure. Advanced tools such as powerful reporting, more detailed automation rules and AI features are usually only available in higher-tier plans or as paid extras so costs can climb pretty fast as a team grows.

“great ticket tracking”

Pros

Our team has had a good experience with the ticketing system. It works reliably and features like customizable views and assignees make it a strong option for keeping track of issues.

Cons

Creating a new ticket can feel a bit cluttered in the UI which I'm not especially fond of. That said, it hasn't been a major problem and our team got used to working around it after a few weeks.

“Fantastic support platform”

Pros

This customer service platform has been excellent to use, with friendly and impressive features that make it stand out. The customization options are also very convenient which makes it even better.

Cons

Its features are clear, high-quality and very easy to understand. On top of that, I really enjoy using them because they work flawlessly.

“steep learning curve”

Pros

I really like having all our contact channels in one central platform because it makes customer support much easier to manage. It keeps everything in one place so I can handle conversations more conveniently.

Cons

One thing I'm not a fan of, like with many tools these days, is the subscription-based pricing model. The features themselves work quite well but getting comfortable with the system took a pretty steep learning curve.

“Reliable scheduling and calls”

Pros

For our team, keeping everything in one place has made it much easier to organize all of our pharmacists' schedules. I no longer have to switch between two different apps to manage chats and phone calls which is a big improvement. It also runs fairly quickly especially when I am not on an active call and moving between different screens.

Cons

Most annoying issue is that after opening the Agent Desktop, my status will sometimes change to "Working" or "Rejected," and then I can't switch it back to "Available." On top of that, creating custom reports can be a bit challenging.

“All-in-one support hub”

Pros

Having email, chat and social media conversations gathered in one place has been a big help for our team. It makes ticket management much more manageable and the agent workspace does a good job of keeping everything organized without needing to bounce between multiple systems.

Cons

The reporting side could be more simple though. It took some time to work out how to pull the custom metrics we needed and the dashboards can feel a bit cluttered at times. It's not a major issue but there's definitely some room to improve.

“Outdated ticket views”

Pros

It helps us keep customer support issues organized and gives us a way to publish our help documentation.

Cons

There are so many missing features that it's hard to know where to start. The biggest problem is that the support ticket views don't refresh automatically. People have been asking for this for more than eight years and even in 2026 you still have to manually refresh the browser just to see new or updated tickets.

“Helpful ticketing and automation”

Pros

Keeping customer conversations from multiple channels in one place has made day-to-day support much more manageable. The interface is clear and easy and the ticketing system does a good job of keeping requests organized. Reporting features and automation tools also save a lot of time and help the team communicate better.

Cons

A few of the more advanced features take a while to set up and the cost can climb as you add more functionality. New users will probably need a bit of training before they fully understand everything the platform offers.

“AI progress helps growth”

Pros

The ongoing improvements to the AI features have been a positive step and they've really helped us continue maturing as a business.

Cons

Customer service is one area that still needs work. It feels too automated and the response time is much too long.

“All processes in one place”

Pros

Everything is visible from start to finish which makes it simple to track each process end to end. Customer complaints and requests are also gathered under one roof so managing them all in one place is really convenient.

Cons

One possible improvement would be a refresh of the interface though that's only a suggestion rather than a real issue. As it is now, the system is still functional and easy to use.

“Feature-rich tool”

Pros

Customer support was excellent especially when it came to getting everything set up and configured properly. It's simple to use across different departments and the platform comes packed with features while still being flexible enough to customize to our needs.

Cons

Getting everything fully set up and rolled out ended up taking longer than I expected although that may have been due to my own underestimation of the time involved.

“Helpful support and FAQs”

Pros

One thing that really works well is being able to manage support through different channels like email, live chat and others. It's also very useful as a self-service resource and FAQ hub which helps customers find answers on their own.

Cons

Feature I'm least happy with is the pricing and the setup process. Since there are so many features, it can also feel a bit complex when trying to fully adjust to the software and understand everything it offers.

“Unified customer service that delivers”

Pros

Having email, chat social media, phone and messaging apps all in one place gives support teams a single workspace to handle every customer conversation which cuts down on switching between tools and makes daily work more efficient. The ticketing system is also very capable, bringing all customer requests into one hub, allowing custom fields and keeping track of interaction history so support feels more personalized. On top of that, AI-driven ticket routing and workflow triggers help align escalations, requests and general inquiries making the overall support process much more organized.

Cons

The downside is that the Support Suite can get fairly expensive once you move into higher tiers for integrations and deeper customization within an organization. There's also a noticeable learning curve especially around usability which can make adoption harder for smaller teams right at the beginning. In addition, the way different modules connect with each other can sometimes feel unreliable, particularly when integrations are involved.

“Powerful workflow hub”

Pros

Getting started with it was very easy and the interface feels really user-friendly. I also appreciated having email, chat and tickets all centralized in one place because it makes handling customer interactions much more efficient. The automation tools, reporting dashboards and integrations with other platforms have been especially useful for managing workflows and keeping an eye on performance.

Cons

Pricing can get pretty expensive especially as your team grows or when you need the more advanced features. Some of the customization options and report configurations are also a little complicated and take time to figure out. On top of that, there are occasional delays from customer support which can be frustrating.

“good value”

Pros

This is one of the best CRM platforms available. It's user-friendly, quick to get up and running and packed with features. The company has been around for a long time which shows in the product. Support is reliable, the pricing feels worthwhile and it does a strong job with sales management and email.

Cons

Setup can get complicated if your environment is large or if you need to connect it with several other products.

“All-in-one support hub”

Pros

Having email, chat, voice and social media all combined in one customer service platform is really convenient and keeps everything in a single place.

Cons

The monthly cost is pretty high so it really makes the most sense for businesses and content creators who can justify the price.

“excellent customer support”

Pros

I find the centralized platform really useful because it handles nearly all customer interactions in one place, including chat, help desk, email and order management.

Cons

A big downside is the spam filtering because a lot of junk email still gets through while legitimate customer messages can end up getting buried or missed.

“Foolproof and user-friendly”

Pros

Every now and then I teach yoga and some of the studios use Zendesk. It's very easy to use and feels pretty much foolproof.

Cons

Honestly, there isn't anything that stands out as a downside. It works really well and is simple enough for just about anyone to use.