Sofia R.Validated Reviewer
Head of Sales · SaaS · 11–50 employees
3.0
May 8, 2026
“Overkill for our five-person team”
Used weekly for 6–12 months
We bought Zendesk because it is the name everyone knows and spent three months configuring software built for a support org ten times our size. Moved to something simpler and nobody misses it. Good product, wrong fit for us.
Pros
Genuinely capable once configured. Support during onboarding was responsive.
Cons
Too much machine for a small team. We used maybe a fifth of what we paid for.