Zendesk

The #1 helpdesk software

3.9•24 reviews•

3.3K followers

The #1 helpdesk software

3.9•24 reviews•

3.3K followers

Visit website

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.

Zendesk Reviews

The community submitted 24 reviews to tell us what they like about Zendesk, what Zendesk can do better, and more.

3.9

Based on 24 reviews

Review Zendesk?

Reviewers see Zendesk as a dependable, widely used support tool that is easy to set up, works well for ticketing, and can be useful for knowledge bases, team collaboration, and tracking customer issues. But the sharper theme is stagnation: several users call the UX old, the systems siloed, and core tasks like search, macros, analytics, and reporting frustrating or limited. Some also mention slow support and weak native integrations. Overall, people find it practical and reliable, but often dated, complex for startups, and slow to improve.

+21

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

Founder Reviews (11)

View all founder reviews

Other Reviews (13)

View all

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complexity (2)expensive (2)outdated UI (1)analytics and reporting (2)feature depth (3)customer service responsiveness (3)siloed systems (4)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

Report

28 views5mo 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)

Report

17 views2yr ago

•8 reviews

Zendesk can be challenging for some users due to its customer service responsiveness, with reports of days-long waits for support replies. The platform has faced criticism for its siloed systems, which can complicate the user experience for those needing a unified customer service solution. Moreover, the lack of native integration with popular CRM software like HubSpot can be a significant drawback for businesses seeking a cohesive customer relationship and support management system. Overall, just don't do it.

What needs improvement

customer service responsiveness (3)siloed systems (4)lack of native CRM integration (3)

Report

12 views1yr ago

•12 reviews

The search engine has lots of room for improvement. Changing columns and searching for specific artifacts separate from the search bar should be implemented. Open ticket tabs should be moveable with a click and drag feature. Tickets should be linkable. My biggest gripe with Zendesk is mainly due to the search engine lacking standard features that are not difficult to implement.

What needs improvement

feature depth (3)

Report

7 views9mo ago

•7 reviews

The platform has faced criticism for its siloed systems, which can complicate the user experience for those needing a unified customer service solution. Moreover, the lack of native integration with popular CRM software like HubSpot can be a significant drawback for businesses seeking a cohesive customer relationship and support management system. Overall, just don't do it.

What needs improvement

siloed systems (4)lack of native CRM integration (3)

Report

9 views1yr ago

•4 reviews

Zendesk strikes a great balance between customer focus and company culture 🌱💼. It’s refreshing to see a CRM platform that emphasizes not just software, but also community and employee growth. Would love to see even more tools tailored to small teams too!

Report

5 views10mo ago

•5 reviews

Zendesk provides a lot of utility to me and my team but seems slow to adapt. What they do, they do well. That being said, I often feel that they have opportunities to improve their services that would take them from a 4 star to a 5 star product.

Report

4 views2yr ago

•6 reviews

Coming from a CSM background, Zendesk creates an easy-to-use and ticketing system to help me respond quickly to customers, loop in other teams, and track trends of questions and concerns.

What's great

ticketing system (2)

Report

3 views3yr ago

•15 reviews

Used at several companies. It is a default for customer support software when you start looking into what service you will use. Very easy to set up and use for even the smallest teams

What's great

easy setup (2)

Report

3 views2yr ago

•2 reviews

I spend some time playing around with it. Had it all set up but then decided to go with a far more basic tool. It's too complex for a startup. Sometimes simpler is better.

What needs improvement

complexity (2)

Report

2 views4yr ago