Zendesk: Experiences & Reviews

What do users say?
Which companies and industries use Zendesk?
Which features are suitable for whom?

Experiences with Zendesk: Customer service, automation and scaling

Zendesk is one of the world’s best-known platforms for customer service and support. Companies use Zendesk to manage requests from email, chat, phone, help centers, social media, and messaging channels in one central place while creating more structured support processes. The platform is used by small support teams as well as international companies with complex service operations and multiple brands. Our experience from nearly 1000 Zendesk projects also shows that strong results do not come from the software alone. Especially when it comes to automations, routing, AI features, integrations, and data structures, the overall setup determines whether Zendesk actually reduces workload or becomes unnecessarily complex. That is why this article does not just look at Zendesk reviews and experiences, but also at when the platform works particularly well – and what companies should pay attention to when introducing or scaling Zendesk.

Current Zendesk Reviews and Experiences

What users appreciate about Zendesk

high flexibility for more complex support processes
many integration options
extensive automation options and AI features
centralized management of multiple communication channels
good scalability for growing support teams

Typical challenges

more complex setup for larger teams
growing workflows without clear structures
AI features require clean data and processes
increasing license and operational costs
missing governance makes long-term maintenance more difficult

Especially in scaling support teams, it quickly becomes clear how important a well-structured setup, clear processes, and realistic workflows really are.

Trusted.de

★★★★⯪☆ 3.5 / 5

more than 8,600 reviews
strong functionality and flexibility
criticism mainly around costs and complexity

Capterra

★★★★⯪ 4.4 / 5

strong ratings in the customer service software category
praised for automations and omnichannel support
setup requires time and experience

GetApp

★★★★⯪ 4.4 / 5

strong reviews for integrations and workflows
well suited for centralized support operations
common concerns: costs and more complex administration

Experiences with Zendesk and Leafworks: Some customer testimonials

The reviews clearly show that Zendesk works particularly well when processes, automations, and data structures are implemented cleanly and with the right expertise. Especially for larger or growing support teams, well-designed routing, integrations, AI features, and custom workflows play a crucial role.

Many companies therefore seek external support – especially for topics such as Zendesk AI, automations, integrations, and the development of custom apps for Zendesk. Here are a few experiences and success stories from projects together with Leafworks:

Leafworks supported us efficiently and effectively in the restructuring and optimisation of Zendesk. Our consultant Tobi was hands on at all times so that we were able to complete the project on time, successfully and without additional costs. As soon as our team feels comfortable with the new features, we will tackle the second phase with Zendesk together with Leafworks. You have our trust for sure! Thanks to you.

Leafworks helped us very well with the initial setup of our ZenDesk instance and with the training of our employees, as well as with the implementation of our ERP interface. All the contacts I have had with Leafworks have been very friendly, constructive and productive. I was always helped very well and above all quickly and we feel that we are in very good hands there. I look forward with great confidence to the next projects with the Leafworks agency and look forward to further good co-operation!

We decided in favour of the agency Leafworks because of Zendesk's recommendation. Leafworks carried out the complete set-up of Zendesk for us, including the connection of all our online shops and the migration from our old CRM. The support provided by Leafworks was exemplary. Leafworks was characterised in particular by flawless communication and in-depth know-how, which meant that the collaboration was excellent and all problems could be solved. Nothing was left to be desired. We can recommend Leafworks without reservation and look forward to working with them again in the future (...). Many thanks for the great support 🙂

It is always a pleasure to work with Leafworks as a customer. Direct and easy contact, quick response and the stuff just works as it should!

Thanks to Leafworks, we had a CSM ready for use in a short space of time. Even after the launch, Leafworks is always at our side and supports us quickly and easily, both with ad hoc solutions and best practice recommendations or general advice. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive. (...) I would definitely recommend Leafworks.

More success stories

JobCloud

Together with Leafworks, JobCloud built a Zendesk setup that made support processes more efficient and reduced response times across multiple brands and languages.

Read the full story

Holmes Place

Holmes Place uses Zendesk to centralize communication channels and create more efficient customer service processes across teams.

Read the full story

thyssenkrupp Rasselstein

With support from Leafworks, thyssenkrupp Rasselstein modernized its customer service and adapted Zendesk to fit internal processes more effectively.

Read the full story

Globetrotter

By integrating Zendesk, Globetrotter simplified support operations and significantly reduced response times in customer service.

Read the full story

The Quality Group

Together with Leafworks, The Quality Group uses Zendesk to scale support processes and automate internal workflows more efficiently.

Read the full story

What companies use Zendesk?

Zendesk is used across a wide range of industries – from e-commerce businesses to international service organizations. We most commonly see Zendesk in environments with high ticket volumes, multiple communication channels, or more complex support processes.

E-commerce

SaaS & software companies

Platform businesses

Subscription businesses

Customer operations teams

Manufacturing & industrial companies

Media & digital platforms

Retail

Telecommunications

Financial services & fintech

Transportation & logistics

Healthcare

Education

Government & public sector

Internal IT service processes

Internal HR service processes

Zendesk components at a glance

Zendesk consists of several modules that together create a centralized platform for customer service, support, self-service, automation, and customer communication.

Zendesk Support Icon

Zendesk Support

Zendesk’s central ticketing system. Customer requests from different channels are managed in one place and can be handled efficiently with automations, routing, macros, SLAs, and AI features.

More about Zendesk Support

Zendesk Guide Icon

Zendesk Guide

Zendesk’s help center and knowledge base solution. Companies use Guide for FAQ pages, self-service content, contact forms, and as a foundation for better AI-powered support experiences.

More about Zendesk Guide

Zendesk Messaging & Chat Icon

Zendesk Messaging & Chat

Zendesk supports live chat, messaging, and bot-driven customer communication. This allows teams to answer requests in the right channel and hand them over to support agents when needed.

Zendesk Talk Icon

Zendesk Talk

Zendesk’s telephony solution. Calls can be managed directly within the support context and connected with tickets, customer data, and existing workflows.

Zendesk Sell Icon

Zendesk Sell

Zendesk Sell was Zendesk’s CRM and sales platform. Many companies are currently evaluating alternatives and new CRM strategies as Zendesk increasingly focuses on customer service, AI, and support operations.

More about Zendesk Sell

Zendesk Sunshine Icon

Zendesk Sunshine / Custom Data

Zendesk Sunshine and custom objects make it possible to build additional data models such as contracts, assets, or custom customer information. This becomes especially important when Zendesk is connected with other systems.

More about Zendesk Sunshine

This is how the Zendesk modules interlock

Zendesk pricing and licensing models

Zendesk offers different pricing and licensing models for companies of various sizes and requirements. The actual costs depend heavily on which features, channels, automations, AI options, and integrations a company truly needs.

Relevant factors include:

number of agents and teams
required support channels
automations, workflows, and AI features
multiple brands, locations, or help centers
roles and permission structures
integrations with existing systems
reporting, SLAs, and operational controls

Zendesk pricing changes regularly and should always be checked directly with Zendesk.

Zendesk CRM consulting, implementation and support with Leafworks

We help companies not only introduce Zendesk, but integrate it meaningfully into existing processes, systems, and support structures. The goal is a setup that works in day-to-day operations: with clear workflows, practical automations, clean data, and realistic next steps.

Connect Icon

Connect

We get to know your situation, goals, and existing systems.

Understand Icon

Understand

Together, we analyze processes, support channels, data structures, and recurring challenges.

Define Icon

Define

We create a realistic target setup for Zendesk – including workflows, automations, integrations, and priorities.

Implement Icon

Implement

We configure Zendesk, build automations, integrate relevant systems, and develop custom extensions or apps when needed.

Support Icon

Support

Even after go-live, we continue supporting optimization, scaling, AI features, reporting, and new requirements.

Book a free introductory call

Our experience for your Zendesk experience!

Zendesk can be extremely powerful – especially when processes, automations, and data structures are set up properly.

Many challenges are not caused by the platform itself, but by historically grown workflows, missing standards, or overly complex setups. That is exactly where we support companies with experience from around 1000 projects: pragmatic, technically experienced, and with deep expertise in customer service, CRM, and automation projects.

Pragmatic

We focus on solutions that work in everyday life – not on unnecessarily complex setups.

Fair

We take a realistic view of the costs, benefits and limitations, and clearly state which measures are appropriate.

Competent

We combine expertise in customer service, CRM, automation and technical implementation.

We are a Zendesk Premier Partner

Zendesk Premier Partner

Leafworks supports companies across the DACH region with the implementation, optimization, and scaling of Zendesk.

Beyond classic Zendesk implementations, we especially support teams with:

automations and workflows
AI and bot strategies
integrations with existing CRM, ERP, shop, and backend systems
data structures, routing, and process design
custom extensions and Zendesk apps
continuous optimization of existing Zendesk setups

Our experience from around 1000 projects helps companies not only implement Zendesk technically, but make it sustainable and effective in day-to-day operations.

More Partners

We are here to help!

Zendesk experiences show one thing above all: the platform is extremely powerful – but success depends on how well it fits your processes.

We help teams build practical workflows, automations, and integrations, reduce unnecessary complexity, and make Zendesk efficient and sustainable in day-to-day operations.

By connecting Zendesk with your existing systems, we reduce manual work and ensure that data ends up where it is actually needed – whether you are just getting started or optimizing an existing setup.

If you would like, we are happy to take a closer look at your current situation together.