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Zendesk Suite
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn about Zendesk at www.zendesk.com.
Reviews (6883)
Cory B.
Zendesk transformed how we manage IT support
Reviewed on Aug 17, 2026
Review provided by G2
What do you like best about the product?
Zendesk gave us the ability to build a fully functional IT help desk essentially out of the box. Before Zendesk, we didn't have a formal IT intake or ticketing process. Requests could come from anywhere, which made it difficult to track issues, prioritize work, and make sure nothing fell through the cracks.
With Zendesk, we now have a centralized and structured intake process where requests can be tracked from submission through resolution. The platform was straightforward to get up and running, but it also gives us plenty of flexibility to build workflows, automations, forms, and reporting around the way our IT team actually operates. It has completely changed how we manage support.
With Zendesk, we now have a centralized and structured intake process where requests can be tracked from submission through resolution. The platform was straightforward to get up and running, but it also gives us plenty of flexibility to build workflows, automations, forms, and reporting around the way our IT team actually operates. It has completely changed how we manage support.
What do you dislike about the product?
There isn't much I dislike about the core help desk functionality. My biggest challenge has been that some of the more advanced features and customization options can take time to understand and configure properly. Zendesk can do a lot, but once you move beyond the out-of-the-box functionality, there is definitely a learning curve around administration, workflows, reporting, and the different product capabilities. We still have not taken full advantage of everything Zendesk has to offer.
What problems is the product solving and how is that benefiting you?
Our biggest problem was that we didn't have a centralized IT intake process. Support requests were coming through different channels, making it difficult to track workload, maintain accountability, identify recurring issues, or understand where IT resources were being spent.
Zendesk has given us a single system for managing IT support. We can now track every request, assign ownership, prioritize issues, communicate with users, and maintain a history of what was done to resolve an issue. It has also given us much better visibility into ticket volume and the types of problems our users are experiencing. What started as a way to organize IT requests has become a core part of how we operate our help desk.
Zendesk has given us a single system for managing IT support. We can now track every request, assign ownership, prioritize issues, communicate with users, and maintain a history of what was done to resolve an issue. It has also given us much better visibility into ticket volume and the types of problems our users are experiencing. What started as a way to organize IT requests has become a core part of how we operate our help desk.
Electrical/Electronic Manufacturing
Winner, Winner! Efficiency and Ease of Use
Reviewed on Aug 17, 2026
Review provided by G2
What do you like best about the product?
I have been using Zendesk for well over 10 years, and all of my teams have loved it. The efficiency it provides has only grown over the years, and that’s always been what draws me to this tool. It’s also easy to use, and especially easy to set up. In my experience, starting with a basic setup works best, and then as you learn the tool, you can keep improving it and growing within it.
What do you dislike about the product?
My biggest issue with Zendesk isn’t the tool or platform itself, but the Zendesk Help Center. A lot of the guidance for setup and implementation can be unnecessarily convoluted. The instructions usually show the “how,” but they don’t always explain specific details in a way that works for all levels of users or Admins.
I also don’t find the “Search” function within the Zendesk Help Center very dynamic or helpful. Many times, I end up seeing the same articles no matter how I rephrase my question, which gets pretty frustrating. The AI behaves similarly and can often be unhelpful as well.
I also don’t find the “Search” function within the Zendesk Help Center very dynamic or helpful. Many times, I end up seeing the same articles no matter how I rephrase my question, which gets pretty frustrating. The AI behaves similarly and can often be unhelpful as well.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing our team to provide support for a wide variety of customers, resellers of our products, and product end users.
Keith Veloso
Secure case management has improved daily workflows and centralized candidate documentation
Reviewed on Aug 15, 2026
Review provided by PeerSpot
What is our primary use case?
On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information securely, and this is not only limited to documents but also to images and reports.
For a specific example of how I use Zendesk in my daily workflow, I work with candidates such as nurses, helping them land jobs with multiple medical facilities. I use Zendesk to collect their information securely, including their licenses and vaccination records. They upload it to Zendesk, and I download it to verify using my personal computer. Once verified, I compile the information and upload it directly to their cases in Zendesk so that when the hiring process is completed with the facility, it will be done through Zendesk.
What is most valuable?
One of the best features Zendesk offers is its pricing compared to other software. I think Zendesk is one of the more accessible options price-wise, and it caters well to smaller enterprises because I have noticed that even previous companies that I worked at in the past, even if they were not that large, were able to afford Zendesk since it is much more affordable.
Aside from the pricing, ticket management is also a valuable feature in Zendesk because it is very centralized. Even the previous interactions with a certain person will load all of the previous cases, so everything is in one place. I do not have to jump around with other CRM tools; Zendesk has it all.
Zendesk has positively impacted my organization primarily through security. I do not have to worry about data breaches or leaks because all information is handled and processed through Zendesk, ensuring that only people within the organization can access it. I need to be at my workstation to access Zendesk, making it hard to set up outside of the network. It has to be a trusted device within a set period of time to access those files, which is really good.
Since I have been using Zendesk, there has been a significant reduction in security incidents. Since I made the switch from years ago, there has not been any serious risk, such as phishing emails. Zendesk's encryption is really effective because it prevents unauthorized access to those files.
What needs improvement?
Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes some time to load information. Most of the time, if a particular candidate has too many documents, it really takes some time to load. I wish that Zendesk could have more optimization, such as loading in the background, to make the entire loading process faster and more streamlined.
To improve Zendesk, it needs more optimization, such as loading resources in the background. If I load big profiles with a lot of documents, it should not stutter that much. Right now, when I work on those profiles with a lot of historical information, it is going to take time, around five minutes at most, to load everything.
For how long have I used the solution?
I have been working in my current field for two years.
What do I think about the stability of the solution?
In my experience, Zendesk is stable, and there have been no downtime or major issues.
What was our ROI?
I cannot say for sure if I have seen a return on investment with Zendesk because I am on the user side of things. However, one observable outcome is that collaboration within the team has been boosted since I use Zendesk.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software. The setup is pretty simple as well, but if I dive into details with automation and all, it would take some training. I think it can be addressed within a week if I take the training rigorously.
What other advice do I have?
My advice to others looking into using Zendesk is to give it a chance. Security is one of its best features, and the pricing is really good compared to its competitors, so I recommend going for it.
Since I have been using Zendesk, there has been a significant reduction in security incidents. Since I made the switch from years ago, there has not been any serious risk, such as phishing emails. Zendesk's encryption is really effective because it prevents unauthorized access to those files.
Zendesk has positively impacted my organization primarily through security. I do not have to worry about data breaches or leaks because all information is handled and processed through Zendesk, ensuring that only people within the organization can access it. I need to be at my workstation to access Zendesk, making it hard to set up outside of the network. It has to be a trusted device within a set period of time to access those files, which is really good.
I would rate my overall experience with Zendesk a 9 out of 10.
Non-Profit Organization Management
Zendesk is a solid tool
Reviewed on Aug 14, 2026
Review provided by G2
What do you like best about the product?
My experiene with Zendesk is of the support ticketing, knowledge base, analytics, and admin functionality. Zendesk has always been an effective, flexible tool for us. It isn't necessarily the most sophisticated platform on the market (Atlassian probably has more features), but it works for our use case.
What do you dislike about the product?
I can't think of anything significant I don't like.
What problems is the product solving and how is that benefiting you?
We use Zendesk primarily for managing support tickets and the knowledge base for users of web applications we run. It basically solves the problem of how users of those apps can authenticate on our apps and then - seamlessly, via JWT - jump straight into Zendesk.
Manufacturing
What I enjoy most
Reviewed on Aug 14, 2026
Review provided by G2
What do you like best about the product?
The organizational aspect of it. It takes the chaos away.
What do you dislike about the product?
It can be slow, it can have its own internal issues.
What problems is the product solving and how is that benefiting you?
Chaos. Now everyone can stay in their own lanes.
Jimmie a.
Does the job
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
Great customer support software with solid customization options, and it’s easy to use and set up.
What do you dislike about the product?
Outdated user interfaces and inadequate spam filters.
What problems is the product solving and how is that benefiting you?
This customer service ticketing solution keeps our customer inquiries organized and allows us to prioritize them effectively.
Information Technology and Services
Powerful customer support platform
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
Centralizes customer conversations, ticket management, automation, and self-service in one platform. The help-desk workflows and customization options are particularly useful as support volume grows.
What do you dislike about the product?
The platform can feel complex to configure and administer, and some advanced functionality can require additional setup, training, or higher-tier plans.
What problems is the product solving and how is that benefiting you?
Zendesk provides a centralized place to manage customer requests, track tickets, automate repetitive support tasks, and maintain consistent customer-service workflows. This helps improve organization, response times, visibility into support activity, and the overall customer experience.
Non-Profit Organization Management
Customer Service
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
I like that it is an easy tool to use to communicate with guests. I love that it shows all communication history and it is an easy tool to use and train on.
What do you dislike about the product?
I don't think there is anything I dislike about Zendesk for Customer Service.
What problems is the product solving and how is that benefiting you?
It allows me to effectively communicate with guests in the order received. I love that you can press play and easily receive messages in the order received as well. It also shows all chat and email history.
Construction
Zendesk is the best
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
I like how streamlined it is to manage tickets and pull in related documents that users can read to resolve their issues. It also shows the history of tickets a user has created in the past, which makes it easier to track what’s already been reported. I also like the knowledge module; it helps my team create FAQs and SOPs and publish them within the tool.
What do you dislike about the product?
The analytics are not upto my satisfaction. I can see that the Analytics module is reporting an incorrect metric, but I don’t have any way to fix it. I’m not sure if this is because I’m using the base version, but nowhere does it show me how to correct the metric or tell the tool that the data it’s using is wrong.
What problems is the product solving and how is that benefiting you?
I love the Live Chat feature. It has greatly improved our CSAT since we started using it to its fullest. Before, email was slowing the team down: we’d receive an issue by email and then reply back. An agitated user doesn’t want to write an email, and on top of that, crafting a calm response with a resolution takes time, which was dragging down our CSAT.
With Live Chat, my team responds in under 10 seconds, chats with users just like on Teams, and resolves their issues immediately. Voila - customer satisfaction.
With Live Chat, my team responds in under 10 seconds, chats with users just like on Teams, and resolves their issues immediately. Voila - customer satisfaction.
James H.
Strong Customer Service Platform with Powerful Integrations
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
One of the things I like most about Zendesk is how well it integrates with Slack. The Slack notifications are particularly helpful because I receive an alert when a ticket has been responded to, which means I can stay informed about ticket activity without having to constantly monitor Zendesk. This is especially useful when working across multiple tickets or collaborating with different teams, as it provides an additional layer of visibility and helps ensure that important updates do not get missed. I also like having customer conversations, ticket history, and support activity centralized in one place. Having that information readily available makes it easier to understand the full context of a customer issue and track it through to resolution. Zendesk also provides useful reporting and automation capabilities, which can help teams monitor performance, identify trends, and reduce the amount of time spent on repetitive tasks. Overall, I appreciate that Zendesk provides a structured way to manage customer service requests while still offering integrations that fit into the other tools our team uses every day.
What do you dislike about the product?
My main frustration with Zendesk is that the product can feel quite complex to use. There are a lot of features, settings, and configuration options, and it can take some time to understand how everything works and determine the best way to use the platform. This can make the experience feel overwhelming, particularly for new users or when trying to complete something that should be relatively simple. I also find the functionality for mentioning or tagging another person directly within a ticket to be limited. When I need to bring a teammate's attention to a specific ticket or ask for their input, I would prefer a more straightforward way to mention them directly in the ticket and clearly notify them. Having to rely on another communication channel for something that could be handled within the ticket can create additional steps and make collaboration less seamless. While Zendesk has a lot of powerful functionality, I think simplifying some of the user experience and improving collaboration features within individual tickets would make the platform much easier and more efficient to use.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage and respond to customer support requests in a structured and efficient way. I work for a software company that provides solutions for public safety, so our customers often rely on us to quickly address issues that may impact their day-to-day operations. Zendesk gives customers a centralized place to submit support tickets and provides our team with the information and context needed to investigate and resolve those issues effectively. It also helps me prioritize requests based on urgency and impact, allowing me to focus my attention on the most critical issues first. Having tickets organized in one system makes it easier to track conversations, follow up on outstanding requests, and ensure that important customer issues do not get overlooked. Overall, Zendesk helps us provide a more consistent and responsive support experience while giving me a clear way to manage my workload and prioritize customer needs.