Zendesk
Zendesk is a cloud help desk platform that gathers email, chat, voice and messaging conversations into one ticketing queue. Teams use it to track enquiries, build a knowledge base and add AI agents and copilot tools to service workflows.
#33 in Business & Finance ToolsHelp Desk SoftwareNo free plan
Who it's for
Best for
Support teams needing ticketing, macros and a knowledge base in one place
Businesses centralizing email, live chat and voice enquiries in one queue
Not for
Teams on low-bandwidth connections needing a fast, lightweight web interface
Teams that shrink seasonally and need to cut seats at renewal
Features
AI agents
AI agents resolve complex issues autonomously across every channel, working alongside human agents within the same service platform.
Ticketing
Ticketing tracks, organises and resolves all tickets in one place, giving teams a single queue for every incoming enquiry.
Knowledge base
A connected knowledge base powers resolutions by supplying articles and answers to agents and AI agents across channels.
Messaging and live chat
Messaging and live chat engage visitors on a website or mobile app, with conversations flowing into the same ticketing workspace.
Reporting and analytics
Reporting and analytics turn service data into insights, covering agent performance, AI agent scoring and quality assurance reviews.
What users say
Pros
- Response macros close repetitive tickets with one canned reply, cutting out retyping the same answer.
- Tagging tickets with feature codes keeps product feedback attached to the ticket instead of scattered raw data.
- The REST API powers custom CLI tools for querying and updating tickets directly from the command line.
- The Round Robin marketplace app auto-assigns tickets at low cost, and webhooks with triggers add the right account managers automatically.
Cons
- Reducing seat counts at renewal is difficult, locking contracts into unused license capacity.
- Account management and vendor support emails go unanswered, leaving service issues unresolved.
- The AI chatbot repeats answers that already failed, and every conversation still ends up as a ticket.
- New AI features switch on with no off option, and the AI button covers macro replies in the agent view.
- The web interface grows slower year over year, with every action lagging badly on a low-bandwidth connection.
- Open ticket submission accepts forged sender addresses, so auto-replies flood unrelated inboxes with spam that is hard to block.
A selection of the review sources we used:
Summarized from public user reviews and community discussions. View details
Global Traffic Rank
Top 100k
Alternatives
Rank#33 in category#2 in category#30 in category#32 in category
Free planNoYesYesNo
ProMacros, ticket tagging, REST API tooling, round-robin appMulti-channel ticketing, automation, low cost, Zoho integrationsFast onboarding, shared inbox, saved replies, reports, AI draftsOne inbox for every channel, routing automation, ticket history
Better forOnboarding new support agents in half a day with guided walkthroughs and simpler initial setup.