Fatima A.Validated Reviewer
Operations Manager · Healthcare · 51–200 employees
4.0
March 17, 2026
“Powerful, but budget for an admin”
Used daily for 2+ years
Zendesk does everything we asked of it across email, chat and phone. What nobody told us is that it needs continuous care — macros drift, views multiply, and after a year of neglect our instance was a mess until we assigned someone to own it.
Pros
Channel coverage is genuinely complete. Marketplace had an app for our ancient EHR integration.
Cons
Administrative overhead is real. Setup took six weeks, not the two we planned.