7,142
G2 reviews
across Zendesk products
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Should I Use Zendesk?
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Depends
DependsBuy it if you run a large, multi-channel support operation with budget for admin overhead.
Powerful enterprise helpdesk that shines at scale; pricey and overkill for small teams.
Confidence: High
$19/mo
Starting price
per agent, annual billing
Yes
Free trial
no free tier advertised
$1.03B
Revenue
reported for 2020
Value for money
2
Hidden fees, hikes, and renewal complaints dominate
Ease of use
4
Reviewers call the features easy to use
Feature depth
4
Deep ticketing, multi-channel, AI agents
Security posture
2
Recent CVE and breaches via third-party access
Pros
Cons
Gotchas
- highHidden add-on fees push real per-agent cost well above the sticker price⁶
- highCVE-2024-49193: email spoofing/information disclosure flaw let attackers impersonate Zendesk⁸
- highThird-party access to customer support portals led to Discord and Hims & Hers breaches⁹
- mediumAnnual contracts are standard; expect repricing pain at renewal⁷
Best for
- Mid-market and enterprise support teams
- Multi-channel ticketing at scale
- Orgs with dedicated admin resources
- Teams adopting AI-assisted resolution
Not for
- Small teams wanting a simple shared inbox
- Startups without budget for admins and add-ons
- Anyone allergic to annual contracts and hidden fees
- Teams handling only a handful of tickets daily — a spreadsheet or lightweight inbox wins
Companies that use it
- Cloudflare
- Zuora
- LinkedIn Sales Solutions
- CKEditor
- Force Management
Pricing
Entry (Support)
from $19/agent/month
- Core ticketing and channels
- Annual contracts are standard
- AI and add-ons cost extra
Security
Active findings: 2024 spoofing CVE, 2025 breaches via support-portal access, and email-bomb abuse — mitigations documented in the Trust Center.
- CVE-2024-49193 — information disclosure / email spoofingAuthentication flaw allowed attackers to spoof Zendesk emails and access customer information.⁸
- Discord data breach via Zendesk support system (Oct 2025)Attackers used third-party access to Discord's Zendesk support system to reach customer data.⁹
- Hims & Hers breach via Zendesk ticketsCustomer data exposed through compromised support tickets.
- Email bombs exploiting lax authenticationCybercriminals abused weak authentication to send email bombs through Zendesk infrastructure.10
What users say
Reviews praise ticketing depth and ease of use, but increasingly slam price hikes, hidden fees, and complexity.
“Zendesk is becoming too expensive for our company”
“I am sick of Zendesk. Do i even need it?”
“I really dislike Zendesk”
Alternatives
Compare Zendesk with each alternative.
Help Scout
Simpler shared-inbox helpdesk for small teams
Zendesk vs Help ScoutHiver
Helpdesk that lives inside Gmail — no new UI
Zendesk vs HiverFront
Collaborative shared inbox, often pitched against Zendesk
Zendesk vs FrontKustomer
CRM-style support for teams needing customer timeline views
Zendesk vs KustomerFull analysis
Based on ~100 public sources across reviews, pricing analyses, security disclosures, and vendor case studies.
Sources
- Zendesk Pricing Planszendesk.comofficial
review
- Zendesk Review — Research.comresearch.comreview
review
review
review
- Zendesk Software Pricing — Vendrvendr.comreview
- CVE-2024-49193 — SentinelOne vulnerability databasesentinelone.comsecurity
- Discord Zendesk breach — ThreatLockerthreatlocker.comsecurity
- Email Bombs Exploit Lax Authentication — Krebs on Securitykrebsonsecurity.comnews
- Companies that use Zendesk — Bloomberrybloomberry.comreview
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