Zendesk

The #1 helpdesk software

4.0•25 reviews•

3.3K followers

The #1 helpdesk software

4.0•25 reviews•

3.3K followers

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Customer support tools

•

CRM software

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As employees, we encourage each other to grow and innovate. As a company, we roll up our sleeves to plant roots in the communities we call home.

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Zendesk Launches

Zendesk Ticket Split 2025Split Zendesk tickets for better support and tracking

Launched on June 17th, 2025

ChatGPT Suggested Reply for ZendeskGenerate replies to customer tickets

Launched on May 24th, 2023

ChatGPT Ticket Summary for ZendeskUse OpenAI's ChatGPT to sumarise support tickets

Launched on May 2nd, 2023

Timers App for ZendeskTimer workflows to manage SLAs, OLAs, deadlines or reminders

Launched on April 1st, 2022

Follower View for ZendeskAdds a custom view to Zendesk for your Followed tickets.

Launched on May 19th, 2021

View all Zendesk launches

4.0

Based on 25 reviews

Review Zendesk?

Reviewers see Zendesk as dependable, familiar support software that is easy to set up, useful for ticketing, help centers, and team workflows, and solid enough to become a default choice for many companies. But the sharper theme is frustration: users call the UX dated, say core tasks like search, macros, analytics, and custom reporting can be clumsy, and describe the product as slow to improve. Some also mention siloed systems, weak native CRM integration, slow support responses, and too much complexity for smaller startups.

+22

Summarized with AI

Pros

easy setup (2)

knowledge base management (2)

robust integration capabilities (2)

ticketing system (2)

Cons

siloed systems (4)

customer service responsiveness (3)

feature depth (3)

lack of native CRM integration (3)

analytics and reporting (2)

complexity (2)

expensive (2)

Pros

Cons

Reviews

All Reviews

Most Informative

•5 reviews

What's great

Zendesk is reliable. I never have trouble accessing the service and everything seems to work as designed.

What needs improvement

complexity (2)expensive (2)outdated UI (1)analytics and reporting (2)feature depth (3)customer service responsiveness (3)siloed systems (4)

Zendesk feels like a service that was built in 2010 and then never developed any further. Basic, fundamental aspects of the service such as managing macros are an absolute nightmare to try to use. Trying to get analytics out of Zendesk is equally frustrating. I cannot name a single improvement in the last 10 years. I think they might have re-skinned their settings page a year or two ago, but that change only made Zendesk more difficult to use. I have been using Zendesk since we adopted them at Twitter in 2009 or so, and I'm beyond tired of the poorly made program. Once the founders were able to cash out, it seems like Zendesk was left to float aimlessly. I strongly advise against using Zendesk to handle customer support requests.

Ratings

Ease of use

Reliability

Value for money

Customization

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81 views12mo ago

fucimo

•17 reviews

Zendesk has been instrumental in building our Knowledge Center. It's easy to set up, intuitive to navigate, and managing content is a breeze. But here's the catch: it's not cheap. Sure, it offers top-notch features and a seamless user experience, but the cost can be a hurdle, especially for smaller businesses. If you're ready to invest in quality, Zendesk is the way to go. Four stars because, well, premium features come with a premium price.

What's great

easy setup (2)knowledge base management (2)

What needs improvement

expensive (2)

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70 views3yr ago

•5 reviews

It lacks basic functionalities such as a multidimensional ticket field tree to create precise statistics, and the UX is a bit old-school. Also, the landing page was supposed to improve, but we've not seen much change so far. However, I'm quite exited about the recent acquisition of Klaus and Ultimate.

What needs improvement

analytics and reporting (2)feature depth (3)

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50 views2yr ago

•5 reviews

What's great

Zendesk is reliable. I never have trouble accessing the service and everything seems to work as designed.

What needs improvement

complexity (2)expensive (2)outdated UI (1)analytics and reporting (2)feature depth (3)customer service responsiveness (3)siloed systems (4)

Ratings

Ease of use

Reliability

Value for money

Customization

Report

81 views12mo ago

fucimo

•17 reviews

What's great

easy setup (2)knowledge base management (2)

What needs improvement

expensive (2)

Report

70 views3yr ago

•5 reviews

What needs improvement

analytics and reporting (2)feature depth (3)

Report

50 views2yr ago