Name: Zendesk Support
Rating: 4.5 (16 reviews)

Overview

About Zendesk Support

Zendesk is a powerful and flexible customer service software and engagement platform that scale to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud-based support platform gives them full context on customer history to help resolve the most complex and urgent issues faster.

Teams that use Zendesk see a 20% reduction in support costs and a 27% increase in agent productivity. If you already have a call center, you can seamlessly integrate it with an API connection to our help desk.

At a glance

Software information

Industries served, licensing and the support Zendesk Support provides.

Industries

Information-technology-services

Licensing

Proprietary
Monthly Payment
Annual Subscription
Free trial
Free version

Support

Live Chat
24x7 Support

Training

In-person

Knowledge Base

Help Guides
Video
Blog
Case Studies
On-Site Training

Languages (1)

English

Review analytics

What customers report

4.5

Based on 16 verified reviews

Ease of use3.4

Features & functionality3.0

Customer support3.0

Value for money3.3

Integrations3.3

What users like the most

Omnichannel support
Numerous integrations
Robust ticketing and routing capabilities

What users like the least

Can be confusing to set up
Limited text messaging support
No option to export data directly into a CSV file

What users say

Review Analytics of Zendesk Support

Every review is verified through Goodfirms before it's published.

4.416 Verified Reviews

Ease of use (14 reviews)4.1

Features & functionality (14 reviews)4.0

Customer support (14 reviews)3.7

Value for money (7 reviews)3.4

Integrations (7 reviews)3.5

Review Summary

Summarized from 16 verified reviews · Updated September 2026

Zendesk Support is a cloud-based ticketing system praised for being easy to use and quick to set up, with strong customization options and reliable uptime. It centralizes customer interactions across multiple channels—email, chat, voice, and social media—in a single dashboard, enabling agents to work efficiently with full context and internal notes. Common strengths include integrations, automation capabilities, and knowledge base features; common drawbacks are higher pricing relative to competitors and occasional delays in customer support response times.

✦ AI-generated summary. May not reflect every review.

What reviewers mention most

Cindy Corpis, CEO at SearchPeopleFree.netVerified Review

Posted on Feb 2, 2022

“One of the most efficient help desk software in the market.”

Overall rating4.0

Ease of use3.0

Features & functionality3.0

Customer support3.0

Value for money3.0

Integrations3.0

My organization has been using Zendesk, the best help desk software. It works seamlessly on any channel, such as voice, chat, email, or even in social messaging apps, like Instagram, Facebook, or Whatsapp. All the communications and proper context are preserved in a dynamic and single dashboard. As far as the pros are concerned, Zendesk lets you boost your communications everywhere; it has an impeccable ticketing system and automated routing. Some of its cons include it doesn’t provide a secure way to send data. Hence, you need to use a secured SharePoint folder link

Stephen Light, Co-Owner and Chief Marketing Officer at Nolah MattressVerified Review

Posted on Feb 1, 2022

“Zendesk is easy to set up, hugely customizable, has excellent uptime, and the customer support is top-notch.”

Overall rating4.5

Ease of use3.5

Features & functionality3.0

Customer support3.0

Value for money3.0

Integrations3.0

At Nolah Mattress, we useZendesk. It allows our team to easily follow conversations with customers and see what’s been responded to, and by who.Our team can also add internal thoughts and notes to tickets without the customer being any the wiser - it streamlines our communication. One of the cons is that it’s on the higher end of the help desk software pricing range - it’s priced per agent - but its features make it worth the cost.The triggers are sometimes a touch sticky, but definitely workable.

Daniela Sawyer, Founder at FindPeopleFastVerified Review

Posted on Feb 1, 2022

“Zendesk is sophisticated enough to meet complex needs but simple enough to get started quickly”

Overall rating4.0

Ease of use3.0

Features & functionality3.0

Customer support3.0

Value for money3.0

Integrations3.0

I'm Daniela Sawyer, Founder of FindPeopleFast.net, a web-based people searching website. We use Zendesk Support Suite. With this, our business can have natural conversations with customers while keeping them unaware of what's going on behind the scenes. All interactions and relevant context for our agents are kept in one place with the Support Suite. One workspace for all agents, allowing our teams to serve customers faster and more personally.

Perry Zheng, Founder & CEO at Cash Flow Portal Verified Review

Posted on Jan 31, 2022

“I have been using Zendesk for a long time and have faced no problems with it so far”

Overall rating5.0

Ease of use4.0

Features & functionality3.0

Customer support3.0

Value for money4.0

Integrations4.0

I am a software engineer, founder & CEO of real estate syndication software - Cash Flow Portal. My company has been using Zendesk for the past couple of years.

Mostafa AwadVerified Review

Posted on Jun 2, 2021

“Interesting Support/Ticketing Tool”

Overall rating5.0

Zendesk is a great platform that gives you capabilities to support your customers through defined SLA priorities in your tickets and also provides the knowledge base capabilities which helps you save time if the issue is duplicate or faced before.

Justin EsgarVerified Review

Posted on May 27, 2021

“Need a ticketing system? Use Zendesk Support”

Overall rating5.0

Zendesk makes it super easy to keep track of support tickets your company may need. Out of the box, there are many customizable options, but then there is the marketplace that can easily enhance your experience with the product. Track time, add task lists, integrate your calendar and your CRM, and so much more.

Capabilities

Zendesk Support features

The full feature set, grouped by module.

Help Desk Software

Analytics & Reporting
Alerts
Customer Review
Customization
Dashboards
Email Integration
Escalation
Interaction Tracking
Live Chat
Multi-Channel
SLA
Ticketing Management

Customer Service Software

Alerts/Notifications
Escalation
Help Desk
Live Chat
Response Templates
Self-Service Portal
Social Media Integration

Service Desk Software

Change Management
CMDB
Incident Management
IT Asset Management
Knowledge Base
Mobile Access
Procurement Management
Reports
Self Service Portal
SLA Management

Customer Success Software

Account Management
Alert/Notification
Communication Management
Customer Engagement
Health Score
Reporting & Analytics
Task Management

Customer Engagement Software

Churn Management
Communication Management
Community Management
Content Creation
Feedback Management
Gamification
Live Chat
Reporting/Analytics
Self Services
Video Support

Live Chat Software

Alerts/Notifications
Canned Responses
Chat Bots
Offline Form
Proactive Chat
Reports & Analytics
Secured Encryption
Visitor Tracking

Call Center Software

Call Logging
Call Recording
Call Scripting
Campaign Management
Interactive Voice Response
Manual Dialer
Predictive Dialer
Queue Management
Reporting & Analytics
Voicemail

ITSM Software

Asset Management
Configuration Management
Customization and Flexibility
IT Release Management
Reporting and Analytics
Security and Compliance
Service Level Management

Ticketing Software

Customer Portal
Event Ticketing
Mobile Ticketing
Online Ticketing
Reporting & Analysis

Portal Software

Collaboration
Document Management
File Sharing
Real Time Chat
Records Management
Reports & Analytics
Task Manager

Email Management Software

Archiving & Retention
Data Recovery
Email Monitoring
Multiple Accounts
Response Management
Routing

Contact Center Software

Call recording and monitoring
Call routing and queuing
Integration capabilities
Interactive voice response (IVR)
Multi-channel communication
Omnichannel support
Performance tracking
Reporting and analytics

Plans

Zendesk Support pricing

Free Version

Yes

Payment Frequency

Monthly Payment, Annual Subscription

Preferred Currency

USD ($)

Free Trial

14 Days

Get Free Trial Vendor pricing page

Media

Screenshots & video

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