Zendesk
The #1 helpdesk 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.
Reviews for Zendesk
Hear what real users highlight about this tool.
Zendesk earns praise for powerful integrations, flexible workflows, and strong knowledge-base tooling, but reviewers cite an aging UI, clunky search, siloed modules, slow support responses, and premium pricing. Makers of Ariglad YC W23 highlight seamless environment integrations and data analysis. Makers of Aster Key note customizable chat flows enabling founder messaging from their app. Makers of Notebooks - Your AI Whiteboard applaud startup-friendly pricing and trust-building. Overall: reliable, feature-rich, and widely adopted, yet heavier and costlier than some modern alternatives.
This AI-generated snapshot distills top reviewer sentiments.
Still one of the most used support tools.
The easiest ticket/support tool for most websites!
Great startup pricing and amazing product. Great for building trust
A de facto standard in helpdesk services, Zendesk helps our small dev team focused on coding, while still being able to get in touch and assist out users.
Keeps all our user support organized and responsive. The ticketing and automation tools make it easy to stay on top of issues and help our users fast.
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.
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!
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.
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.
We implemented Zendesk to provide responsive customer support for CDReload users. Their ticketing system helps us efficiently handle inquiries about deposits, ensure timely responses about transaction status, and maintain clear communication with customers about their Bitcoin purchases.
Zendesk’s robust platform and user-friendly interface allow us to deliver AI enhancements directly where support teams need them, outperforming other customer service tools in terms of flexibility and ease of use.
Zendesk used to be my go-to platform for 2.5 years—great analytics and reporting for Customer Experience KPIs.
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.