UPDATE 2025 I had to update my review here. We migrated away from Zendesk as the platform does not provide some advanced functionalities (unless you are ready to pay for everything). We had to export the xml file with all the data, so the other vendor could import it, and guess what? We had to upgrade our plan and request for the functionality to be activated! Ok, done, but then the XML export did not work! It was a known bug and there was no resolution timeframe! They also said you could export it with a third party app (be ready to spend 200$) because they will not cover the cost. The excuse was (we are offering other export formats like json, csv), sadly, we needed the xml file so. At today, there is still no resolution and we are paying for 2 systems because we have data stuck there and I'm liaising with the other vendor to get the data in another way! Ok, the interface is nice and very easy to navigate through, it has a nice customizable view of tickets and it also integrates with Zapier, Monday, Automate and other third party apps. The solution offers a live chat (with the right plan) and all the indepth functionality of a ticketing system (automations, articles, bots etc..). If Zendesk is used for online customer service, website live chat then I would recommend it with a but.

It has everything needed to connect with customers

intuitive user interface and seamless integration with other Zendesk products