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Zendesk pros and cons

Vendor: Zendesk

4.0 out of 5

68 reviews
91% willing to recommend

Pros & Cons summary

Zendesk, an agile platform, offers multi-channel support, Salesforce integration, and collaboration tools. Its straightforward setup allows rapid adoption, enhancing customer experience with automatic ticket features. Zendesk's scalability, API support, and customizability facilitate productivity. However, it requires improvements in flexibility, data sharing security, QR code integration, and customization options. Enhanced HTML support in tickets is needed, with Zendesk Guide requiring better asset management features.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Zendesk is agile and user-friendly, offering valuable features such as multi-channel support, seamless integration with Salesforce, and strong collaboration tools.

The initial setup of Zendesk is simple and straightforward, making it easy for teams to start using its robust features quickly.

Zendesk enhances customer experience with features like automatic ticket population and trackability of incoming requests, improving response times and efficiency.

Zendesk supports significant configurability and customization, allowing businesses to design their own knowledge base and test customizations before publication.

Zendesk is scalable and stable, offering a high level of API support, enabling seamless collaboration and automation to boost productivity and customer satisfaction.

CONS

Zendesk's flexibility and installation process need improvement.

The integration with QR codes from certain websites like Facebook is lacking.

Zendesk does not provide a secure method for data sharing, requiring alternative solutions like SharePoint links.

Customization in Zendesk Guide is limited, requiring improved features for asset management and multibrand updates.

Zendesk could benefit from enhanced HTML support for better text formatting within tickets.

Zendesk Pros review quotes

IT Administrator at a tech consulting company with 51-200 employees

Oct 27, 2012

As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application.

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Architect at a consultancy with 501-1,000 employees

Feb 21, 2014

We were able to get up and running with Zendesk in a very short time and build a robust web app including help desk functionality that makes the product owner and client very happy.

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HR Source Specialist at a computer software company with 1,001-5,000 employees

May 27, 2015

It's an amazing product, it really helps out in organizing all our tasks.

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Google Apps deployment Specialist and Support Manager at a tech services company with 501-1,000 employees

May 28, 2015

This is one of the better solutions on the market for SMBs.

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Account Coordinator at a tech vendor with 201-500 employees

May 31, 2015

Zendesk has helped us to better connect and respond quicker to our clients.

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Operations Intelligence at a transportation company with 51-200 employees

Nov 22, 2015

It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses.

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IT Specialist at a non-profit with 501-1,000 employees

Nov 26, 2015

Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).

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Customer Happiness Associate at Indiegogo

Nov 27, 2015

The JIRA integration has helped tremendously with bug tracking and timely resolution.

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Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees

Nov 28, 2015

Zendesk saves us over $50,000 per year and can be maintained in-house by our staff.

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Senior Operations Manager at a tech services company with 1,001-5,000 employees

Nov 29, 2015

We chose Zendesk because of its ease of use and the projected ROI.

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Zendesk Cons review quotes

IT Administrator at a tech consulting company with 51-200 employees

Oct 27, 2012

Many channel inquiries are not possible to collect into a single interface.

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Architect at a consultancy with 501-1,000 employees

Feb 21, 2014

The look and feel could use a little more polish.

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HR Source Specialist at a computer software company with 1,001-5,000 employees

May 27, 2015

Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic.

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Free Report: Zendesk Reviews and More

Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.

884,873 professionals have used our research since 2012.

Google Apps deployment Specialist and Support Manager at a tech services company with 501-1,000 employees

May 28, 2015

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

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Account Coordinator at a tech vendor with 201-500 employees

May 31, 2015

Report Generator needs to be improved.

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Operations Intelligence at a transportation company with 51-200 employees

Nov 22, 2015

The more customization you do, the slower it will be. Maybe this could be improved.

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IT Specialist at a non-profit with 501-1,000 employees

Nov 26, 2015

Customer Service: 6/10 – usually helpful but sometimes very slow. Technical Support: 6/10 – usually helpful but sometimes very slow.

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Customer Happiness Associate at Indiegogo

Nov 27, 2015

I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets.

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Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees

Nov 28, 2015

Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves.

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Senior Operations Manager at a tech services company with 1,001-5,000 employees

Nov 29, 2015

Partitioning rules and triggers need improvement.

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