Arbolus Intelligence

Zendesk

zendesk.com · San Francisco, United States of America

Zendesk is a customer service and support software company that provides a cloud-based platform for ticketing, help desk, live chat, messaging, and customer engagement. It serves businesses of all sizes across industries, helping support, sales, and customer success teams manage and resolve customer inquiries across channels. The company generates revenue through subscriptions to its SaaS products and related services.

  • Customer Support & Help Desk
  • Contact Center Software
  • Customer Success Software
Listed in
Revenue
$1.7B
Employees
6,000
Founded
2007
Headquarters
San Francisco, United States of America

What 226 Arbolus experts think of Zendesk

NPS scores are predominantly high, with a majority of responses in the 8–10 range and few at or below 6. Renewal intent is strong, especially among high spenders and Influencer roles. Stickiness is high, with most respondents in the MoreThan1Year implementation stage. Key feedback themes center on scalability, operational efficiency, robust automation, and comprehensive integration. Some concerns noted include pricing complexity and reporting depth, but overall satisfaction remains high.Overall Customer Sentiment: Positive

Who reviewed Zendesk

Total customers 226 209 current · 17 former
Reviews growth +86 in six months
Seniority of respondents
  • C-Suite 62% (140)
  • Director 22% (50)
  • Manager 16% (36)
Revenue Partner C-Suite NPS 9 Submitted Sep 2026
Strategy Leader C-Suite NPS 9 Will renew Submitted Apr 2026
Executive C-Suite NPS 8 Submitted May 2024

Employer names and spend open in the full report, along with the other 223 customers.

Everything 226 customers told us about Zendesk.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

24 Net Promoter Score, from 226 scored reviews
  • Promoters 87
  • Passives 108
  • Detractors 31

Cumulative NPS by month

+0 over 6 months
  • May 8
  • Jun 8
  • Jul 8
  • Aug 8
  • Sep 8
  • Oct 8

Net Promoter Score across 16 reviews, accumulated up to each month. Category median 25 across 16 companies.

Praised

  • Simplified User Experience
  • Deeper AI Automation
  • Real-Time Integrations
  • Mature Omnichannel Ticketing

Criticised

  • Enterprise Feature Gaps
  • Price Sensitivity and Competition
  • Competition on Simplicity and Speed
  • Pricing Complexity and Add-Ons

What customers say

Mature Omnichannel Ticketing
“Zendesk brings all customer requests from email, WhatsApp, and social into a single interface, saving hours on follow-ups and meeting SLA targets efficiently.”
Integration Ecosystem and Flexibility
“Zendesk integrates well with core platforms and helps our team work from a single, reliable source of truth, reducing manual follow-ups and reporting errors.”
Workflow Automation and Efficiency
“We use Zendesk's automation and Guide help center to deflect around 30% of tickets, allowing agents to focus on complex issues and improving customer satisfaction in the process.”

Renewal intent

Plan to renew 58%
  • Will renew 87
  • Undecided 42
  • Not renewing 20

Plan to renew, by seniority

  • C-Suite 57% 89 answers
  • Director 62% 34 answers
  • Manager 59% 17 answers
  • Not specified 56% 9 answers
  • 8.2/10 Average score from customers who will renew
  • 7.3/10 Average score from undecided customers
  • 6.9/10 Average score from customers not renewing

Top alternatives

Most weighed by Zendesk customers

Report

Customer Report - Oct 2026 Oct 2026 226 + 4

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