Name: Zendesk Support
Rating: 4.3 (327 reviews)

Overview

Product Information on Zendesk Support

Updated 13th October 2025

What is Zendesk Support?

Zendesk Support is a software designed to streamline customer service operations by providing a centralized platform for managing and resolving customer inquiries across multiple communication channels, such as email, chat, and phone. The software enables ticket tracking, workflow automation, performance analytics, and collaboration tools that allow support teams to prioritize and address issues efficiently. It helps organizations manage customer interactions, monitor response times, and gain insights through reporting features, supporting consistent and organized communication to address customer problems and improve service processes.

Overall experience with Zendesk Support

MANAGER, SUPPLY CHAIN

<50M USD, IT Services

FAVORABLE

“Twelve Years With ZenDesk Shows Strengths in Ticket Access and Issue Tracking”

5.0

Nov 27, 2025

We have used ZenDesk support for the last 12 years and it has been going from strength to strength, there are some issues which we do not use, but the ones we do are excellent.

SOCIAL MEDIA STRATEGIST

<50M USD, Software

CRITICAL

“Stepping Back in Time: The Zendesk Experience”

2.0

Apr 14, 2025

we just moved over to Zendesk and it feels a little cumbersome and outdated compared to others, although there are some good things about it

About Company

Company Description

Zendesk was founded in 2007 with the aim of revolutionizing customer experience by allowing businesses to shift their customer service to the online world. Zendesk facilities billions of conversations, linking an extensive range of brands with millions of customers via various platforms such as telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Developed in Copenhagen, Denmark, and grown in California, the company now employs a considerable workforce worldwide.

Company Details

Company type

Private

Year Founded

2007

Head office location

San Francisco, United States

Number of employees

5001 - 10000

Annual Revenue

1B-3B USD

Website

http://www.zendesk.com

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Key Insights

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Reviewer Insights for: Zendesk Support

Performance of Zendesk Support Across Market Features

Zendesk Support Likes & Dislikes

24/7 access to our tickets and history of support issues we have solved during all the years we have been users of ZenDesk.

the ability to connect with jira and other tools

I love the interface especially for the agents which is super clean and organized in a well manner so I can understand the tickets situation. It offers automation which cuts down on manual work.

Not really anything we dislike, but there are features that we do not use, like Chat and the AI features that were just added.

the interface - it is so outdated and dinosaur-y old looking and difficult to navigate with term names that could have been as simple as possible but made impossibly difficult (for example the term macro is used for workflows AND canned replies)

I dislike the customer service which is not so quick and takes a lot of time to respond. It offers a limited option knowledge base for out of the box situations.

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Peer Discussions

Zendesk Support Reviews and Ratings

Recommended Gartner Insights

Market Guide for Social Customer Service Applications

<50M USD

IT Services

Review Source

Twelve Years With ZenDesk Shows Strengths in Ticket Access and Issue Tracking

Technology Support Analyst

Interface Organization and Ticket History Features Enhance Agent Experience and Workflow

4.0

Dec 24, 2025

I would the experience has been pretty good. As everything written by the customer has become a ticket which helps me well also I can look over the history of the ticket like who has been assigned and the current status.

CUSTOMER SERVICE & SUPPORT ASSOCIATE

50M-1B USD

Software

Zendesk Offers Centralized Support Management With Easy Access to Core Functions

Dec 1, 2025

Zendesk is an agile and easy to use tool to manage customer support requests. It has different functions and services that makes it very complete and all integrated in one place.

Head of IT Services

Comprehensive Documentation Highlighted Amid Concerns About Sales and Support

Dec 10, 2025

Product is solid and so is the documentation. I do not have the best experience with their sales team and do not feel compelled to submit a ticket.

CLIENT SUCCESS ADMIN

Exploring Zendesk's Multifaceted Customer Support Capabilities

Zendesk is a powerful tool that helps us manage customer support.