Zendesk reviews

4.0(4)

Write a review

Showing 1–2 of 2 reviews

Most recent Most helpful Highest rated Lowest rated

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.

Aisha M.Validated Reviewer

Business Analyst · Healthcare · 1,000+ employees

4.5

December 23, 2025

“Scaled from 20 to 120 agents without replatforming”

Used daily for 2+ years

The main thing I can say after three years is that we never hit a wall. Skills-based routing, side conversations and custom roles all arrived when we needed them. The bill grew faster than headcount, which is the honest trade-off.

Pros

Scales cleanly, excellent uptime, strong API for our data warehouse sync.

Cons

Tier jumps are expensive and AI resolutions are billed on top of seats.