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Zendesk Reviews
64 reviews
Save BIG on
Zendesk
Save up to $50,000 on Zendesk
Zendesk
Used by 2687 members
6 months free (with AI Agents and Copilot)
Save up to $50,000 on Zendesk
Save BIG on
Zendesk
- 01 What is Zendesk?
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How Zendesk compare to similar software?
- 05 Who is Zendesk best for according to our reviewers?
- 06 Zendesk Reviews
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01 What is Zendesk?
Zendesk is a comprehensive cloud-based solution for multi-channel customer service. It allows businesses to provide a high-quality customer experience across various channels such as websites, phone, email, chat, and social networks. The software centralizes all customer tickets in one place for efficiency and easy management. Zendesk also promotes effective collaboration among agents by providing a unified workspace with access to necessary information and automation features. It also offers analysis functionalities for performance monitoring, an integrated survey tool, and customized reports to improve customer service. Discount offers are available on all pricing plans through Secret.
02 Pros and cons from reviewers
Pros from reviewers
-
Integrated knowledge base
The Suite's Guide module provides an integrated knowledge base that enables customers to find solutions on their own, lessening the burden on the support team. -
Comprehensive and user-friendly tool
Zendesk is a reliable CRM platform that is user-friendly and capable of handling complex operations like subscription administration, phone calls, live chat support, and more -
Integration with other platforms
Zendesk integrates seamlessly with most popular order processing platforms, webstores, shipping logistics services, and other platforms like Stripe for payments and subscription administration services -
Flexible reporting features
Zendesk offers flexible reporting features that allow users to create useful reports for their business and customer support goals -
Multichannel support
Zendesk allows users to handle customer inquiries across email, live chat, social media, and phone, enhancing customer satisfaction and response times
Cons from reviewers
-
Call feature issues
The call feature in Zendesk can sometimes be buggy, causing disruptions in communication with customers -
Complex ticket service
The ticket service in Zendesk could be simplified and include automatic deletion times to enhance user experience -
High pricing
Zendesk's pricing is considered high compared to other CRM platforms like Freshdesk, which offer similar features at a lower cost -
Limited customization options
Despite its high cost, Zendesk lacks certain features even at its highest tiers, limiting customization options for users. -
Interface learning curve
Some users find it challenging to get accustomed to Zendesk's interface, which can lead to initial struggles in navigating the platform
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
03 Main features
Starting Price
Free Plan
Knowledge base
Integration
Multichannel support
Ticketing system
Customization and branding
More details about Zendesk plans
Starting Price
$55
per user per month
Free Plan
No
Knowledge base
Integration
Multichannel support
Ticketing system
Customization and branding
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
04 How Zendesk compare to similar software?
Notion is a workspace you can mold into a dozen different forms: wiki, project tracker, lite-CRM, request database, etc. Zendesk is a customer service platform built on one end-game objective: to manage customer communications as tickets, with predictable processes and quantifiable performance.
This is apparent at once in daily workflow processes. In Notion, your "support system" is generally made up of:
- An intake source (email form, chat, etc.)
- A database representing the requests
- A set of conventions (statuses, owners, priorities)
It is well-suited for teams who would like to turn support into a collaborative loop with product and engineering, especially if the volume of support is small enough, and/or you do not require rigid SLA governance.
In Zendesk, the system is already opinionated: tickets are first-class citizens, queues are real, automations route work, and agents use macros and triggers to respond quickly and consistently.
It is a safe bet when your support operation consists...
Zendesk
Used by 2687 members
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
Notion
Used by 18742 members
Organize teamwork and increase productivity
6 months free on the Business plan with Unlimited AI
Save up to $12,000
Both customer service management tools are high-performance SaaS solutions with a proven track record in the software market. Each platform has its own strengths, weaknesses and relevant features. For this reason, it's difficult to identify a single factor that differentiates Freshdesk and Zendesk. However, the main difference certainly lies in the target audience of each tool. Indeed, while Zendesk is the platform of choice for large companies or start-ups with substantial budgets, Freshdesk is the tool of choice for small businesses or teams with limited budgets.
Freshdesk is the easiest platform to get to grips with. Its pleasant, intuitive interface can be picked up quickly by all types of user. This makes it ideal for small businesses that don't necessarily have strong technical expertise in this type of SaaS software. What's more, this tool offers a free price plan. This is perfect for getting an initial idea and testing the platform without incurring costs during the trial...
Zendesk
Used by 2687 members
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
Freshdesk
Used by 390 members
Customer service software to optimize your client communication
14 days free
Save up to $20
Zendesk Sell and Salesforce Sales Cloud are two top-rated CRM solutions. Understanding their fundamental differences helps you find the right solution for your business. One of the main differences is the broader ecosystem in which the two tools exist. Zendesk and Salesforce offer a suite of products, one of which is their CRM. Zendesk focuses on the service aspect of sales and its other products reflect this. In addition to its CRM, Zendesk provides a ticket management system, personalized chat, community forums, and help center tools. The platform supports multi-channel customer support including tickets, email, text, and social media. It also offers Zendesk Sunshine, a CRM native to Amazon Web Services (AWS), to help you connect customer data. These products are especially popular with small to medium businesses.
In addition to its Sales Cloud, Salesforce offers customer service and marketing clouds. You can combine these to enable the sharing and management of customer data...
Zendesk
Used by 2687 members
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
Salesforce
Used by 269 members
The world’s #1 AI CRM
45% off the Starter Suite plan for 1 year
Save up to $675
05 Who is Zendesk best for according to our reviewers?
-
Mid to Large Scale Businesses
Mid to large scale businesses offering email and/or live chat support can benefit from Zendesk's reliable and user-friendly CRM platform. It offers a variety of features, including integration with other platforms like Stripe for payments and subscription administration services -
Virtual Assistants
Virtual assistants can use Zendesk for customer management, handling customers via live chat, email, and voice. It integrates seamlessly with most popular order processing platforms, webstores, and shipping logistics services -
Small Business Owners
Small business owners can use Zendesk Suite to streamline their customer support operations. The multichannel support offered by Zendesk Suite enables them to handle customer inquiries across email, live chat, social media, and phone -
E-commerce Businesses
E-commerce businesses can benefit from Zendesk's integration with Shopify and knowledge capture. It allows them to create a self-help library for their clients, customizing a help center based on the Copenhagen theme with custom CSS styling -
Businesses Using Slack
Businesses using Slack can benefit from Zendesk Suite's excellent integrations. All their support tickets can be sent to a Slack channel, keeping the entire team informed.
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
06 Zendesk Reviews
Zendesk rating
Zendesk Reviews
-
Merissa Schmitt
Forms & Conditional Fields Capture Context Upfront (Joinsecret Bonus)
Zendesk has done a good job for us on both support and light internal workflows. The forms and conditional fields help capture the right details upfront, so agents spend less time chasing context. We also got the first six months through Joinsecret, which was a nice bonus rather than the reason we chose it
June 15, 2026
-
Rep. Ardelia Schoen
Cleaner Process with Strong Ticket Audit Trail (Joinsecret Bonus)
For a growing SaaS team, Zendesk gave us a cleaner process than using shared inboxes and spreadsheets. The audit trail on tickets is especially useful when you need to understand what happened with a tricky customer case. We also came in through Joinsecret and had six free months, which helped offset setup costs
June 9, 2026
-
Dr. Chase Shanahan
Flexible Organization + Solid Mobile Triage
I appreciate that Zendesk is flexible without feeling overly technical day to day. Custom fields, tags, and views let us organize requests properly, and the mobile app is good enough for triage when I am away from my desk
June 8, 2026
-
Freddie Johnson DDS
Collision Detection Ends Duplicate Replies (Joinsecret Bonus)
We started using Zendesk when our inbox became impossible to manage, and the collision detection alone reduced duplicate replies right away. We happened to get six months at no cost through Joinsecret, which made the switch easier to justify
June 4, 2026
-
Amb. Jettie King
Omnichannel Inbox + Useful Reporting
We switched to Zendesk mainly for the omnichannel inbox, and it has worked well for email, chat, and social messages in one place. Reporting is useful too, although some of the deeper dashboard customization took a bit of trial and error
June 2, 2026
-
Temika Douglas
Migration Off Shared Inbox With Clear Ownership
We used the Joinsecret 6 months free promo code for Zendesk when we were migrating off a shared inbox, and it helped justify spending time on the migration, the actual win has been consistent tagging and far fewer “who owns this?” moments
May 27, 2026
-
Ching Goldner
Custom Forms and Fields for Better Intake
I like the customization options on ticket fields and forms, we built separate paths for billing vs technical support so the right info is captured upfront, but you need discipline or it can get messy fast
May 26, 2026
-
Tyson Morar
Promo Code Runway to Test Before Committing
We grabbed a Zendesk promo code, the 6 months free deal through Joinsecret, and it gave us enough runway to test automations and the Help Center properly before committing, which felt fair rather than a pressure sale
May 21, 2026
-
Adam Carter
Mobile App for Fast Triage
The mobile app is better than I expected for quick triage, I can assign, tag, and reply on the go, although I avoid doing heavy admin changes from the phone
May 16, 2026
-
Mervin O'Hara
Slack + Jira Integration for Predictable Escalations
We integrated Zendesk with Slack and Jira and it finally made escalations predictable, agents can create a Jira issue from the ticket and the status sync prevents duplicate pings
May 13, 2026
Start saving on the best SaaS
Secret has already helped tens of thousands of startups save millions on the best SaaS like Microsoft Teams, Google Workspace & many more. Join Secret now to buy software the smart way.