Overall experience with
How helpful reviews are selected
Favorable Review
Product: Zendesk for customer service
Efficient Ticket Management Features Improve Organization but Side Tabs Limit Workspace
Critical Review
Product: Zendesk for customer service
Automation and Omnichannel Routing Streamline Zendesk, Pricing Flexibility Remains Limited
Likes and dislikes about
likes
I love the ability to keep support organized, the fact that tags make it easier to measure data and of course the ease of keyboard shortcuts that allows one to be more productive.
April 13, 2026
dislikes
Lack of transparency and flexibility on pricing: we are not able to decrease the number of licenses at any moment during our 2 year contract, which goes against our constant effort to make the platform efficient and scalable. There was also a lack of transparency on storage pricing, which has led to big efforts on our side to mitigate the extra costs.
February 2, 2026
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