--- title: Zendesk Reviews meta_title: 'Zendesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how Zendesk works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 3 scale: '5' date_modified: '2026-09-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Zendesk Reviews **Vendor:** Zendesk **Category:** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) **Average Rating:** 4.2/5.0 **Total Reviews:** 3 ## About Zendesk Achieve up to 80% automation with AI Agents that continuously learn from every interaction, handle more complex workflows, and deliver better outcomes. ## Zendesk Reviews ### 1. Straightforward, Reliable Ticketing That Keeps Our Support Team on Track **Rating:** 4.0/5.0 stars **Reviewed by:** Corey C. | Technical Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 16, 2026 **What do you like best about Zendesk?** Zendesk Support is a pivotal part of our day-to-day operations. We support 200–300 customers and handle hundreds of tickets each day. The UI is straightforward, and it’s easy for our agents to navigate. Customers also seem to get the experience they expect. We rarely experience service interruptions, and the overall system remains responsive. We’re currently integrating Zendesk with custom APIs so we can report on the statistics that matter most to our leadership. While I do feel the pricing is steep, we make the most of our licensing. On the few occasions when I’ve needed to reach out to Zendesk for support, we’ve been satisfied with the answers we received. One of my favorite newer features is Admin Copilot. It’s built-in AI that helps me drive efficiencies in our Zendesk workflows and processes. **What do you dislike about Zendesk?** Zendesk keeps my support team on track and focused on our customer's reported issues. I love that it gives our customers an organized location to interface with our team for supporting their software. I think that Zendesk could improve on available reporting out of the box and find ways to be more configurable when terms of support plans vary. We offer our customers a custom support plan that I think has been relatively difficult to implement and track usage in Zendesk. This is why we're using APIs to pull the data from Zendesk into custom, purpose-built dashboards. **What problems is Zendesk solving and how is that benefiting you?** As I previously mentioned, Zendesk is the key system for our company to accept support requests from our customers. ### 2. Zendesk Made Ticket Tracking, Reporting, and Integrations Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 11, 2026 **What do you like best about Zendesk?** We moved from SF to Zendesk, and the ease of use is so much better. As a manager, it's easy for me to track my teams open tickets. I also like how ZD connects so easily with other integrations. I find reporting so much simpler than before. **What do you dislike about Zendesk?** I think their workforce management tool is super clunky and hard to use. It's such a manual process that takes me hours. I wish it was smarter and the forecasting was accurate. **What problems is Zendesk solving and how is that benefiting you?** Workforce management is being worked on and while this is not being prioritized, I am happy to hear they know the importance of the tool. ### 3. Great Team Visibility, but Support Time Zones Slow Issue Resolution **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 12, 2026 **What do you like best about Zendesk?** That all team members can see what everyone else has worked in their absence as well as my view being their manager. **What do you dislike about Zendesk?** although it has gotten better, help ticket responses seemed to be in a whole different part of the world/time zone, making the back and forth hard to keep going to get issues resolved **What problems is Zendesk solving and how is that benefiting you?** request efficiency - [View Zendesk pricing details and edition comparison](https://www.g2.com/products/zendesk-2026-08-05/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-20+05%3A21%3A11+-0500&secure%5Bsession_id%5D=6d493875-0c70-4e00-a918-93c134c8c204&secure%5Btoken%5D=8d9d27ea4085a1e8d695d7a0ba78230404a61896323ea04779e8c3f38d11213b&format=llm_user) ## Zendesk Features **Generative AI** - AI Text Generation - AI Text Summarization ## Top Zendesk Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,746 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (7,871 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,692 reviews)