Zendesk reviews

Zendesk is a complete AI-powered customer service solution with intelligent and intuitive support, engagement, and communication tools to help businesses automate and improve customer interactions. It’s the only customer service solution with leading AI that’s purpose-built for the customer experience (CX).

Our solution is trained on billions of real customer and employee interactions to ensure it can handle complex tasks right out of the box. The customer-centric solution makes it easy for support teams to deliver personalized service with tools and features that set your teams up for success and keep your business in sync.

• Zendesk: Voted best software by G2
• Zendesk: Voted a top help desk for customer service by Forbes
• Zendesk ratings by Forrester and Gartner
• Zendesk customer success stories
• Benefits of choosing Zendesk for your business
• Key Zendesk features
• Zendesk pricing plans
• Frequently asked questions
• Ready to try Zendesk?

Again and again, Zendesk has been recognized by—and received various awards from—G2 as an exceptional software solution. In winter 2025, that includes being a leader in midmarket and enterprise solutions.

These awards were determined by evaluating authentic user reviews. The competition was strong, with the top 100 software companies internationally being considered.

Here are a few recent reviewers discussing Zendesk:

Forbes is no stranger to excellence, and last year, Forbes bestowed Zendesk with a top-ranking spot in its list of best help desk software for customer service.

The best part? Forbes lists Zendesk pros and cons—but the only con they found was “no free option.” No need to fret, however. Zendesk offers a 14-day free trial to experience the AI-driven CX tool in action.

Forrester Consulting conducted a study in 2021 that examined potential ROI for various enterprise companies. This Total Economic Impact (TEI) study determined that the benefits of Zendesk included a high ROI. The study noted benefits in implementation and onboarding, visibility, integrations, automation, and adding support channels.

The study showed these results over three years:

• 286% ROI for a composite organization
• $23.1 million net present value (NPV)
• 40% cost reduction per ticket
• 15% increase in ticket deflection
• 15% growth without adding agent headcount

One customer in the healthcare and biotech industry left a 5-star review on Gartner, praising Zendesk for the seamless user experience and maximum support efficiency:

Here are just a few highlights from Zendesk customer stories.

Zendesk reviews for small and medium-sized businesses (SMBs)

Impossible Foods

It’s hard to believe a time when Impossible Foods was a startup trying to share its groundbreaking plant-based meat with the masses. When a video featuring Impossible Foods went viral in 2016, the company picked Zendesk to help manage the massive influx of customer support requests.

Since implementing Zendesk, Impossible Foods has seen results like:

• 17,000 restaurants served
• 50% of tickets were deflected with a help center, ticket forms, and Zendesk bot
• 4-hour median first reply time
• 15-minute first reply time for onboarding tickets

Khan Academy

When COVID-19 arrived, the nonprofit educational platform Khan Academy experienced a 250 percent growth in online traffic. The business called on Zendesk to help manage support requests with automation, self-service, and community forums.

With Zendesk, Khan Academy achieved these successes:

• 38:1 ratio of community forum views to support tickets
• 250% increase in traffic since COVID-19
• 150% increase in learning time on the platform, year over year
• 92% customer satisfaction (CSAT) score

Zendesk reviews for commercial and mid-market customers

Accor Plus

With one of the largest premium hospitality networks in the world, Accor Plus needed a platform to enhance its customer journey with an omnichannel system. After implementing Zendesk, Accor Plus has been able to leverage social messaging apps, email, help center, and web for more personalized conversations at scale and offer multilingual support to global customers.

Additionally, the company has leveraged AI to resolve low-touch, high-volume tickets and increase agent efficiency by 352 percent.

Zendesk helped Accor Plus hit impressive metrics, such as:

• +352% improved response time
• +20% increased inbound revenue (digital sales)
• +220% improved resolution time
• +246% increase in self-service, year over year

Dunlop

Dunlop Sports, a global sporting goods company with brands like Cleveland Golf and Srixon, partnered with Zendesk to modernize its customer experience operations. Facing increasing ticket volumes and a need for better data and integration capabilities, Dunlop implemented Zendesk to create a centralized, omnichannel CX hub. This allowed them to consolidate support across voice, live chat, messaging, email, web forms, and a help center, serving both B2B and B2C customers.

Dunlop leverages reporting capabilities from Zendesk to inform business decisions and much more. With Zendesk, Dunlop saw gains in several key customer service metrics, including:

• 95.8% service level agreement (SLA) adherence
• +89% faster answer times (averaging 18 seconds)
• +96% improvement in customer abandonment rate (down to 0.4%)
• 95.3% CSAT score

Zendesk reviews for enterprises

Tesco

Grocery retail giant Tesco needed to implement a platform that could handle IT requests from its 460,000 employees worldwide. After partnering with Zendesk, Tesco streamlined ticket volume by leveraging a knowledge base and self-service resources. Tesco customized Zendesk to meet its business needs and extended the platform across five locations.

Here are just a few examples of how Zendesk helped Tesco:

• Handling 40,000 IT tickets per week
• Resolving 79% of tickets in one touch
• Implementing 6 API integrations
• Reduced dev resources by 40%

LATAM Airlines

LATAM Airlines, a leading airline in Latin America, has leveraged Zendesk since 2012 to enhance both its customer and employee experiences. LATAM initially implemented Zendesk to streamline customer support for its 62 million annual customers but expanded its use to empower its 30,000 global employees after recognizing the link between employee experience (EX) and customer satisfaction.

Self-service with Zendesk empowers customers and employees and increases productivity benefits across the organization. Using Zendesk led to an improvement in LATAM’s important CX and EX metrics, like:

• 90% employee satisfaction rate
• 80% accuracy with autonomous AI agents
• 48-hour SLA time for HR
• More than 3,000 Help Center articles created

As fluid, personalized, and seamless experiences become expectations thanks to AI and the automation of key satisfaction-driving interactions, your business needs to pick customer service software that helps you deliver an exceptional CX.

Customer feedback and data, user reviews, and analyst reports have shown myriad ways Zendesk stands out. Here are just a few.

Earns a high return on investment (ROI)

Zendesk offers onboarding and support resources to ensure a seamless deployment process so you can start maximizing your ROI on customer service. With fast setup, ease of use, and reliability, Zendesk minimizes costly downtime and reduces implementation and training costs. Because of the frictionless agent experience, you’ll also see less employee turnover.

Customer service software from Zendesk consistently delivers a low total cost of ownership (TCO). Zendesk offers transparency with pricing, so you aren’t surprised by unexpected costs. The mature software's flexibility allows you to stick with Zendesk as you grow and adapt to changes on the fly.

Helps realize a fast time to value

You can start using Zendesk in minutes, not days or weeks. The intuitive software lets your people start using it immediately to eliminate gaps in customer service, boosting agent efficiency. With Zendesk, you can implement new solutions quickly, resulting in a fast time to value (TTV). As Zendesk continues to innovate and enable new features, your team can implement them without delay or headaches.

Scales effortlessly

You can’t afford to get stuck with software that stays the same. You need a support solution that scales as you do. Zendesk is built to absorb new teams, divisions, and global bases. And security measures keep everyone safe, regardless of size.

Adding macros, triggers, and automation will take repetitive tasks off your agents’ plates, enabling them to be more efficient and assist more customers at once. Meanwhile, AI can handle common tasks without involving an agent, deflecting tickets to help your team do more with less.

Integrates with your existing tech stack

Zendesk integrates seamlessly with a wide range of existing business tools, minimizing disruption during implementation and maximizing efficiency from day one. This compatibility allows you to connect Zendesk with your sales CRM, e-commerce platform, marketing automation tools, and much more. Plus, the Zendesk Marketplace features over 1,800 integrations, many of which are no- or low-code, so you won’t waste time on an expensive, time-consuming, tech-heavy implementation.

Delivers personalized and proactive support

Proactive support gets ahead of any potential customer frustration to build loyalty and satisfaction. Zendesk empowers businesses to deliver this proactive support in a uniquely tailored way to improve CX.

With Zendesk AI, businesses can analyze the language, intent (what is being requested or reported), and customer sentiment (if the conversation is positive, negative, or neutral) to read between the lines of support tickets and hyper-personalize interactions. And with automated workflows and triggered actions, businesses can anticipate potential issues and reach out to customers with helpful information or assistance before problems arise, increasing retention over time.

Here’s an overview of the core capabilities and features of Zendesk.

AI and automation

Zendesk continuously finds new ways for customers and businesses to benefit from AI and automation. The Agent Workspace gives teams access to intelligence in the context panel, an AI-powered tool that enhances the agent experience. It provides customer context and guides the agent through each interaction, with suggested responses (macros) and a recommended next course of action.

You also gain access to a valuable quality assurance (QA) solution and workforce management (WFM) tool with Zendesk. QA enables you to access insights on 100 percent of customer and employee conversations to pinpoint trouble areas and spot potential coaching opportunities.

WFM also lets you use data to optimize productivity by using AI to predict activity levels and help you staff your team accordingly. This reduces the cost of over-staffing and can also avoid burnout when agents have too much to do in too little time.

With Zendesk AI, you can deploy an advanced bot pre-trained to handle your industry's top customer service issues. The tool is ready to go in minutes and works from day one. No need for developers, heavy IT spending, or months of lead time.

Omnichannel experience

Zendesk offers an omnichannel experience made easy with the intuitive Agent Workspace. This workspace gives the agent a single view of the entire customer journey, including the context needed to provide personalized service like:

• Customer conversations
• Ticket statuses
• Order history
• Personal data

Interactions over several channels—like phone, live chat, email, and social messaging—get consolidated into a single conversation. Ticket tabs help agents stay organized, allowing them to manage multiple tickets in a single browser tab. Additionally, the side conversation feature lets agents handle numerous conversations simultaneously, maximizing efficiency and productivity.

Self-service and knowledge management

Zendesk features self-service options that make it easy for customers and employees to help themselves anytime, day or night. Some self-service options include:

• Chatbots that provide 24/7 support, surfacing relevant help center articles, answers to common questions, or links to helpful community forum topics
• Customer portals that let customers perform simple tasks, like checking a ticket status or updating their shipping address
• Knowledge management software that keeps help center articles well-organized and streamlines the process of creating and updating content

Then come tools to help you organize content with six levels of categorization, allowing users to find articles quickly:

• Content Cues uses machine learning to analyze support tickets and help center articles, identifying trending topics, search patterns, and issue spikes. It can flag outdated or missing information that users should update in existing articles and suggest new articles to add to the knowledge base.
• Content blocks are sections of text or media that can be added to multiple articles in the help center. Updates to the content happen in one place, and the changes instantly take effect everywhere the content block is posted.
• Team Publishing streamlines the content creation and update processes. It enables teams to assign articles to agents, collaborate easily, review, and publish content.

Case and ticket management

Zendesk enhances teams’ ability to manage and organize customer tickets and cases. The ticketing system has built-in intelligent routing and triage features that use AI to efficiently route requests to the best-suited agent. The agent can respond quickly and accurately through the Agent Workspace.

Here are some other features that make Zendesk case and ticket management stand out:

• Customer tracking software helps support teams monitor tickets throughout their lifecycle. This tool allows agents to provide proactive communication and customer updates about ticket activity.
• Customizable templates are available for agents to communicate quickly and with consistent language across channels.
• Triggers and automated responses to ensure responses don’t fall through the cracks. Employees can configure these easily.
• Ticket tags are words or word combinations that you can add to a ticket. They add context to the issue and allow you to surface all tickets with the same keyword. Adding tags to business rules—like automation, macros, and triggers—allows you to create custom workflows that help boost efficiency.
• Side conversations help you collaborate with others on an issue without bringing them into the main conversation on the ticket. You can have multiple, separate conversations to discuss specific parts of an issue.

You can configure alerts that automatically notify agents when a ticket is at risk of not meeting SLAs and operations level agreements (OLAs). Within Zendesk, you can create reports detailing the performance of your SLA targets and filter them by the metric you'd like to view.

Integrations

With Zendesk, you get a highly customizable platform with over 1,800 pre-built apps and integrations. Integrations allow you to expand the functionality and capabilities of Zendesk by connecting with other apps in your stack. Apps in the Zendesk Marketplace enable B2B and B2C companies to see customers in a 360-degree view and take advantage of features that make agents more efficient.

These apps and tools help enhance capabilities like:

• Productivity and time tracking
• Analytics and reporting
• Email and social media
• IT and project management
• Collaboration
• Marketing and lead generation

For example, the Slack integration for Zendesk enhances collaboration with side conversations, allows you to create and update tickets from within Slack, and deploys Zendesk bots to enable self-service.

Reporting and analytics

Zendesk has the tools to help you gather actionable insights and the data you need to make informed business decisions. The reporting and analytics software comes with pre-built omnichannel dashboards for quick, out-of-the-box reporting. You can customize Zendesk in minutes with point-and-click configuration, so you can tailor your view to display only the metrics most important to you.

Security

Zendesk is a highly secure platform trusted by businesses of all sizes, including many Fortune 100 and Fortune 500 companies. With Zendesk, you can rest easy knowing that your data—and your customer data—is protected with enterprise-class security features. Zendesk also regularly audits applications, systems, and networks to confirm protection.

Zendesk complies with industry standards and best practices for security and has the certifications and memberships to back it up. The solution features:

• HIPAA enablement
• Data locality
• 3-tiered General Data Protection Regulation (GDPR) protection

For details on Zendesk security and to download this transparency report, visit the Trust Center.

Zendesk offers plans and pricing for businesses of all sizes and industries. To help you find the right package, take this quick quiz.

*Plans are billed annually

Additionally, Zendesk has a program for startups where qualifying businesses get Zendesk for free for six months. For more information on Zendesk Suite in addition to the startup program, check out other Zendesk pricing plans.

where qualifying businesses get Zendesk for free for six months.