Zendesk Reviews

“Support that truly delivers”

Pros

Working in this software all day as the main administrator, I can honestly say it's one of the best tools I've ever used especially when it comes to support.

Cons

Sharing ticket information with non-users or even light agents could be frustrating at times. On top of that, the agent pricing is quite high so for someone who only needs to check around 10 tickets a month, it really isn't practical.

“Custom workflows that deliver”

Pros

From the customizable interface to the flawless ticket management, this platform makes daily support work feel much more efficient. The macro-based automations are especially useful for setting up practical workflows and handling repetitive tasks without wasting time.

Cons

Using Markdown still feels a bit awkward at times and having built-in spellcheck or predictive text would make writing outbound messages much better. Undoing or recalling a message that was sent by mistake also isn't as simple as it should be.

“Helpful ticketing and teamwork”

Pros

Booking tickets and communicating with clients is really easy and it makes collaboration between internal teams and clients feel much more connected.

Cons

Interface feels a little outdated and email notifications sometimes end up in Gmail spam folders.

“flexible and user-friendly tool”

Pros

It's very easy to use and I appreciate that it can be updated as needed as the company grows and different issues come up across various staff levels.

Cons

There are a few glitches that can be annoying but overall it's a wonderful system. Once you get used to navigating it, it becomes second nature.

“Reliable support hub”

Pros

From day one, this platform has been dependable and easy to use for handling customer support. It keeps everything organized in one place and helps our team reply quickly and professionally.

Cons

At the beginning, it can feel a bit overwhelming because there are so many features and it takes time for users to learn how to use everything fully.

“Powerful features with good value”

Pros

Considering how much is packed into it, ticketing, automation, analytics and omnichannel support, the platform delivers really strong value for the money. The interface is clean and simple for agents so handling tickets and workflows feels easy. Customer support has also been reliable and professional whenever needed. It fits nicely into sales processes especially when used alongside Sell or other CRM tools and it does a good job of bringing sales and support teams together by giving better context around customer interactions. The system is generally stable as well although there are occasional bugs or slowdowns after platform updates. Still, those issues are usually minor and get resolved fairly quickly through patches or with help from support.

Cons

The more advanced configurations take time to understand properly before you can implement them well. Pricing can also be a challenge for small startups since some of the more useful advanced features are only available on higher-tier plans.

“easy-to-use support hub”

Pros

Right away, the interface felt simple and having multiple support channels centralized in one platform was a big advantage. The automation tools especially triggers and macros, noticeably boosted efficiency and cut down on manual work. On top of that, the reporting and analytics features offered clear visibility into team performance and customer trends which made it easier to make informed, data-driven decisions.

Cons

Even though it's a powerful platform some of the more advanced customization needed extra development work or third-party integrations which made things more complex. The pricing can also get expensive as you scale, particularly if premium features are necessary. Another downside was that the initial setup and configuration took longer than expected because there are so many options to work through.

“Structured ticketing and reports”

Pros

A well-organized ticketing system and time-saving automation are big pluses here. The reporting tools also come in handy for tracking team performance and keeping an eye on overall efficiency.

Cons

Getting everything set up at the beginning can take a little while. On top of that some of the more advanced features come with a fairly steep learning curve before they can be used effectively.

“simple ticketing for everyone”

Pros

Compared with other ticketing systems I've worked with, this one is much more user-friendly for agents, end users and admins.

Cons

Newer reporting updates have been hard to navigate and seem to have removed some helpful features. Because of that, I've kept using the legacy versions since the updated ones are difficult to understand.

“Clean design with thoughtful updates”

Pros

Right away, the interface feels cleaner and more simple. It's clear a lot of work went into refreshing the overall look and feel and navigating the platform now feels more natural than before. The newer features also show a real focus on listening to customer needs and continuing to improve the overall user experience.

Cons

One area that could still be improved is the Triggers and Automations setup page which would benefit from more flexibility for handling more advanced workflows. It would also be useful to bring knowledge base article content directly into the chat experience to boost ticket deflection and give users better self-service options.

“Scalable support hub”

Pros

Having one place to support multiple stakeholders has been really valuable. The knowledge base also helps a lot with self-service and gives internal teams great guidance when they need it. On top of that, it scales well so it can keep up as portfolios grow across cross-functional teams.

Cons

The biggest downside is the cost since licensing and add-ons can get expensive. It also falls short on fine-grained role permissions and the audit trail feels somewhat limited.

“strong value and integrations”

Pros

For the annual price, it delivers a lot of value. The platform is user-friendly, generally easy to get up and running and it connects well with all of our other support tools, including our phone contact center. Before we had it, staff were constantly jumping between multiple tabs and this has made those workflows much simpler. The reporting and analytics have continued to improve year after year and I'm always able to get in touch with my account manager when needed.

Cons

Where things really fall short is the company's own support. With the push toward AI-based service, their support experience sets a very low standard. You have to get through the AI chat first and it never and I mean never, understands what I'm actually asking. After that, the wait to reach a real person is usually long. A lot of the time, they don't ask the right follow-up questions and just send over a link to an article that has nothing to do with the issue. I almost always end up having to escalate before anything gets resolved. Thankfully, the platform itself has been very reliable so performance problems are rare but we still need support for troubleshooting, setup help or making changes on our side and nearly every support interaction has been frustrating except one. Leading a support team myself, I would never pay for AI tools if they delivered support at this level. I also wish admin training and testing were included at no extra cost.

“Powerful omnichannel support”

Pros

Running customer support through this platform feels very easy especially with its omnichannel capabilities. It helps deliver strong support while also giving plenty of room for optimization through additional developments and apps in their own marketplace, many of which are free.

Cons

One area that needs improvement is how long they take to consider customer feedback instead of mainly pushing what they believe will benefit the community. I've shared recommendations that still haven't received any response after almost two years. While the platform can be customized and improved on your own, there are still small issues that could be resolved by the app's team yet they seem more focused on AI than on fixing those minor problems that would help a lot of users.

“Chat support for busy days”

Pros

Having a chat option is such a plus. Everyone is busy so trying to stop and make a support call can be almost impossible. This connects you with a rep right away and gets you help without disrupting the rest of your schedule.

Cons

It's very simple to use. We're in a time where a chat option feels top tier and this one really delivers.

“Handy ticket tracking”

Pros

Being able to log and track time on tickets is really useful and tagging other agents right inside a ticket helps a lot with collaboration. The option to merge tickets when needed is also a nice feature to have.

Cons

At times, tickets end up stuck in "Suspended," and the only way around it is to manually add the user who submitted the ticket within the suite.

“Feature-rich and great support”

Pros

Whenever I need help or want to figure out how to do something, their support team responds almost immediately which has been fantastic. The platform also offers a lot of features and plenty of flexibility so it can handle a wide range of needs.

Cons

Getting access to the platform can be a bit expensive. That said, it may still be worth the cost depending on how much you actually use the many features it provides.

“Powerful tools with simple UI”

Pros

Plenty of integrations and built-in tools are available, the reports and analytics are quite detailed and the interface feels simple to use. It has gotten better over the years even if the progress hasn't been dramatic.

Cons

The pricing can be a bit much for a small business and oddly enough, their own customer support isn't always available when needed.

“awesome call center start”

Pros

As a triage tool for call centers, this works really well. A lot still comes down to how skilled the agent is but it can be an excellent first step toward resolving customer issues.

Cons

Results still depend heavily on the agents' skill level and if the setup isn't handled with a lot of care and close attention to detail, it can end up setting both agents and customers up for failure.

“smart automation”

Pros

Getting started becomes pretty easy once you've spent a little time learning the system. The interface feels clean and simple to move around in and having everything in one place makes managing customer queries much more efficient. Being able to customize workflows and automate parts of the process is particularly useful and the reporting tools make it simple to understand what's performing well. Overall, it comes across as dependable and thoughtfully designed.

Cons

A few of the more valuable features are locked behind the higher-tier plans which can feel somewhat restrictive. The initial setup also takes some time especially if you want to fine-tune the automations properly.

“Strong knowledge base tool”

Pros

Compared with other platforms, the knowledge base is really strong and the usability is a big advantage for both small teams and large organizations.

Cons

It still offers fewer features than many other apps and the customization or adaptability options for different company needs are somewhat limited.