SaaS & B2B Tools · Premium

Zendesk

Champions of customer service

Visit Zendesk Compare with another brandFounded 2007 · San Francisco, CA, USA

83/ 100

BrandCompare score

4.3/5 across 55,000 reviews analysed

Who is Zendesk for?

Zendesk is a strong fit for customer support teams, help desk operations and multi-channel support. In our scoring it is strongest on features & functionality (92/100) and weakest on pricing & value (60/100). Look elsewhere if you need very small teams and simple email support.

Derived from our 7-dimension scoring and the use cases we tested. How we score

About Zendesk

Zendesk is a customer service platform offering ticketing, live chat, knowledge bases, and call center software. One of the original SaaS success stories, now taken private. Used by 100,000+ companies worldwide.

Scores by dimension

Editorial assessments on a 0–100 scale, weighted by how much each dimension matters in this category.

Features & Functionality

Breadth and depth of features, customization options

Ease of Use

User interface, learning curve, onboarding experience

Integrations

Third-party app connections, API quality, ecosystem

Pricing & Value

Cost effectiveness, pricing transparency, ROI

Customer Support

Response time, documentation, community resources

Scalability

Growth capacity, enterprise features, performance at scale

Security & Compliance

Data protection, certifications (SOC2, GDPR), uptime

Scores are BrandCompare editorial ratings, not third-party user ratings. Weights per dimension are listed on the methodology page.

Pros and cons

Where it wins

Comprehensive feature set
Strong marketplace
Multi-channel support
Good reporting
Scalable
Established platform

Where it falls short

Expensive
Complex setup
UI feels dated
Support can be slow
Steep learning curve

Best for, and not for

Good fit

Customer support teamsHelp desk operationsMulti-channel supportEnterprise supportSelf-service portals

Poor fit

Very small teamsSimple email supportBudget-conscious startups

Key facts and timeline

Taken private for $10.2B (2022)
100,000+ customers
One of original SaaS companies
Founded in Copenhagen

Partnerships and positioning

Certifications

SOC 2
ISO 27001
HIPAA
FedRAMP

Check the latest numbers on Zendesk

Ratings, prices and share prices change weekly. We link to the source rather than quoting a snapshot.

Pricing & plans: Official website

Links open the third-party site in a new tab. Figures shown there are theirs, not ours.

Zendesk: common questions

What is Zendesk best for?

Zendesk is best for customer support teams, help desk operations, multi-channel support and enterprise support. It is a weaker choice for very small teams and simple email support.

What are the main drawbacks of Zendesk?

The most common criticisms are: Expensive; Complex setup; UI feels dated.

Is Zendesk a budget, mid-range or premium tool brand?

We class Zendesk as a premium option within saas & b2b tools.

How does Zendesk score on BrandCompare?

Zendesk scores 83/100 overall. Its highest dimension is features & functionality at 92/100 and its lowest is pricing & value at 60/100. Scores are editorial assessments weighted by the category methodology, not user ratings.

Where is Zendesk based and when was it founded?

Zendesk was founded in 2007 and is headquartered in San Francisco, CA, USA.