Zendesk Review
Verdict: Zendesk earns 4.3/5 from 11,200 reviews, ranking #5 of 5 live chat tools we track. It suits Mid-market to enterprise best. Scales to enterprise is its standout strength, while can be complex is the main trade-off to weigh.
Our take on Zendesk
Zendesk is a mature, enterprise-grade support suite with ticketing, live chat, and a knowledge base. Best for larger teams needing omnichannel support at scale.
Key features
- Omnichannel ticketing
- Live chat & messaging
- Knowledge base
- AI agents
- Reporting & SLAs
Pros & cons
Pros
- Scales to enterprise
- Omnichannel
- Mature ecosystem
Cons
- Can be complex
- Costs add up with add-ons
Who Zendesk is for
A good fit if…
- • You are mid-market to enterprise.
- • Your use case is enterprise support.
- • Your use case is omnichannel service.
- • Your use case is large teams.
- • Scales to enterprise matters to you.
Look elsewhere if…
- • Can be complex would be a dealbreaker.
- • Costs add up with add-ons would be a dealbreaker.
Zendesk pricing
Full pricing breakdown →| Plan | Price | Per year |
|---|---|---|
| Team | $19/mo | $228 |
| GrowthPopular | $55/mo | $660 |
| Professional | $115/mo | $1,380 |
How Zendesk compares
| Measure | Zendesk | Category average |
|---|---|---|
| Rating | 4.3/5 | 4.5/5 |
| Starting price | $19/mo | $25/mo |
| Rank by rating | #5 of 5 | — |
| Public API | Yes | 4 of 4 offer one |
Integrations
Alternatives to consider
All Zendesk alternatives →Bottom line on Zendesk
4.3/5 · Paid · best for Mid-market to enterprise
Frequently asked questions
Is Zendesk worth it?+
Zendesk is rated 4.3/5 across 11,200 reviews and is best suited to Mid-market to enterprise. Scales to enterprise is the standout strength; the main trade-off is can be complex.
What do users like most about Zendesk?+
Scales to enterprise, Omnichannel, Mature ecosystem.
What are the downsides of Zendesk?+
Can be complex, Costs add up with add-ons. Whether these matter depends on your use case — see who it is and isn't for above.
How much does Zendesk cost?+
Zendesk starts at $19/mo. See the full plan breakdown on our Zendesk pricing page.
How does Zendesk compare with other live chat tools?+
Among the 5 live chat tools we track, Zendesk ranks #5 by rating (4.3/5 vs a 4.5/5 category average).
What is Zendesk best used for?+
Enterprise support, Omnichannel service, Large teams.