--- schema_type: "SoftwareApplication" entity_type: "Mobile Application" app_name: "Zendesk Support" developer_entity: "Zendesk" bundle_id: "com.zendesk.agent.appstore" app_store_id: "1174276185" google_play_id: "com.zendesk.android" category: "Business" primary_platform: "ios" primary_monetization: "Freemium" offline_capable: false market_region: "US" platforms: "iOS & Android" app_last_updated: "2026-03-17" report_date: "2026-07-16" last_verified: "2026-07-16T00:00:00.000Z" report_version: "2.74.0" total_reviews: 11916 overall_rating: 3.6 sentiment: "Frustrated" sentiment_score: 25 confidence: "high" confidence_score: 0.85 top_praise_theme: "The core ticketing interface provides a functional way for small teams to track and claim tasks" top_complaint_theme: "Frequent app crashes and unresponsiveness during ticket replies prevent agents from completing basic support tasks" review_sample_size: 341 total_review_count: 341 analyzed_review_count: 72 data_age_days: 31 momentum_velocity: "active" intelligence_version: 5 nemesis: "My Ahgora" competitor_count: 11 tags: ["business", "freemium", "frustrated sentiment", "mobile app", "app review", "app analysis", "customer", "support", "agents,"] canonical_url: "https://marlvel.ai/apps/zendesk-support" license: "CC-BY-NC 4.0" content_version: "v2" --- # Zendesk Support Intelligence Report ## TL;DR {#tldr} - **Category**: Business · Freemium - **Signal**: Rating 3.56 · Sentiment Frustrated - **Recent focus**: Frequent app crashes and unresponsiveness during ticket replies prevent agents from completing basic support tasks (top complaint) · The core ticketing interface provides a functional way for small teams to track and claim tasks (top praise) > **TL;DR:** Zendesk Support is a business app by Zendesk, rated 3.56/5 by 11.9K users, with Frustrated user sentiment (25/100), available on iOS & Android. > > **Marlvel.ai App Intelligence** — Independent analysis. US Market. No publisher influence. > **Key Insight:** Zendesk Support faces Frustrated user sentiment (3.56/5 from 11.9K reviews), with users reporting frequent app crashes and unresponsiveness during ticket replies prevent agents from completing basic support tasks as the primary concern. ## Quick Facts | Fact | Value | | :--- | :--- | | **Rating** | 3.56/5 (11.9K reviews) | | **User Mood** | Frustrated | | **Category** | Business | | **Developer** | Zendesk | | **Pricing** | Freemium | | **Platforms** | iOS & Android | | **Confidence** | High (0.85/1.0) | | **Data Age** | 31d | ## Metadata & Market Performance - **Publisher:** Zendesk - **Category:** Business - **Target Audience:** Customer support agents, team leads, and managers who require mobile access to ticketing queues and performance metrics. - **Platforms:** iOS & Android - **Version Reviewed:** 2.53.0 - **Report Date:** 2026-07-16 - **Signal Count:** 341 reviews analyzed - **Confidence:** High (0.85/1.0) - **App Store ID (iOS):** 1174276185 - **Bundle ID:** com.zendesk.agent.appstore - **Google Play ID:** com.zendesk.android - **Performance Trend:** Declining - **Data Window:** Analysis based on signals collected up to 2026-07-16 ## Executive Snapshot **What it is:** Zendesk Support is a productivity tool for agents and managers to manage support tickets on iOS and Android. **Why users hire it:** Users hire the app to maintain visibility into support queues while away from a desktop, but the current stability issues force them back to the browser, failing the job-to-be-done. ## App DNA (Features & Intent) - **[Standard] Ticket Management:** Create, update, and manage support tickets including assignee, CC, followers, and custom fields. * *User Intent:* Users value self-expression and personalized experiences. - **[Differentiator] Side Conversations:** View and manage side conversations directly within the ticket interface, enabling complex cross-departmental collaboration. ## Market Position {#market-position} Zendesk Support maintains a presence in the Business category across multiple international markets, but the 3.04 rating on Android (vs 4.52 on iOS) signals significant platform-specific performance friction. ## Monetization Strategy - **Model:** Freemium - **Tiers:** Free account creation, Paid enterprise and business plans available via website - **Analysis:** The mobile app acts as a utility to drive adoption of the broader Zendesk B2B service platform. ## 🔴 User Sentiment (High Confidence: 72 of 341 reviews analyzed) {#user-sentiment} - **Overall Rating:** 3.56/5 - **Platform Split:** iOS 4.5/5 (4.2K ratings) | Android 3.0/5 (7.8K ratings) - **Overall Sentiment:** Frustrated ### Top Praises - **The core ticketing interface provides a functional way for small teams to track and claim tasks** ### Top Complaints (Impact Areas) - **Frequent app crashes and unresponsiveness during ticket replies prevent agents from completing basic support tasks** ## SWOT Analysis {#swot} **Core Strengths:** - Side conversation support enables complex cross-departmental collaboration - Real-time push notifications reduce response time for critical enterprise support issues **Growth Levers:** - Integration of lightweight workforce management plugins could prevent churn among clients requiring unified support and time-tracking tools ## Recent Changes (v4 → v5) {#recent-changes} The app's competitive standing has declined due to a new, critical usability regression where agents can no longer view image attachments, forcing a return to desktop workflows. **Overall trend**: Declining **Compared at**: 2026-07-16 ### High-impact changes - **[Declined] New Critical Usability Regression** (sentiment) ### Medium-impact changes - **[Added] Attachment Viewing Weakness** (swot) ## Rivals Landscape {#rivals} > Competitive positioning identified by AI analysis of app features, category, and market signals. ### Zendesk Support vs My Ahgora - **[My Ahgora](https://marlvel.ai/apps/my-ahgora)** by TOTVS: My Ahgora competes by capturing the workforce management and time-tracking segment of the business productivity market, directly challenging Zendesk's role as the primary hub for mobile-first employees. - **Key differences:** - Specialized time clock and timesheet automation features that Zendesk lacks for operational workforce management - Deep integration with Ahgora Multi for enterprise-grade payroll and shift compliance tracking capabilities - High-volume user engagement driven by daily mandatory employee check-ins and shift management workflows ### Contenders (Strong Challengers) - **[Maximizer](https://marlvel.ai/apps/maximizer)** by Maximizer: Maximizer competes by offering CRM-centric communication logging that overlaps with Zendesk's customer-facing support history features. - Centralized calendar and pipeline management tools provide a more sales-oriented view of customer relationships - Deep focus on communication logging for sales cycles rather than the reactive support ticketing model - **[TrackTik Guard Tour](https://marlvel.ai/apps/tracktik-guard-tour)** by TrackTik: TrackTik competes by offering industry-specific operational dashboards that challenge Zendesk's utility for field-based service management. - AI-driven ReportPro tools provide automated incident analysis that exceeds Zendesk's standard reporting capabilities - Command center functionality designed specifically for real-time field operations and guard tour monitoring - **[Podio](https://marlvel.ai/apps/podio)** by Progress Software Corporation: Podio competes as a flexible project management and collaboration platform that serves as an alternative to Zendesk's internal team communication tools. - Highly customizable workspace architecture allows teams to build bespoke project tracking flows beyond standard ticketing - Integrated instant messaging and activity streams provide a more social collaboration experience than Zendesk's support-focused interface - **[UWV](https://marlvel.ai/apps/nl-uwv-app)** by UWV: UWV competes by providing specialized administrative and benefit management workflows that overlap with Zendesk's document-heavy support interactions. - Dedicated health status reporting and benefit administration modules tailored for government-regulated service environments - High-frequency release cadence ensures rapid adaptation to changing administrative compliance requirements and user feedback ### Peers (What They Do Better) - **[Family Shared Calendar: FamCal](https://marlvel.ai/apps/com-appxy-famcal)** by TinyWork Apps: FamCal occupies the shared productivity space, competing for the same mobile screen real estate as Zendesk's team management tools. - Task delegation and shared memo features designed for collaborative household management rather than business support - Simplified export and sharing functionality that prioritizes ease of use over complex enterprise permissions - **[WidgetCal-Calendar Widget](https://marlvel.ai/apps/widgetcal-calendar-widget)** by YunaSoft Inc.: WidgetCal competes for user attention by providing high-utility home screen widgets that enhance mobile productivity. - Advanced lock-screen and notification center widget customization that Zendesk lacks for quick-glance information - Seamless integration with third-party calendar ecosystems to provide a unified scheduling view for users - **[Saturn Calendar](https://marlvel.ai/apps/com-dcdwebdesign-saturn)** by Saturn Technologies Inc.: Saturn Calendar competes by leveraging social network effects within the scheduling space, challenging Zendesk's team-based visibility. - School-specific schedule integration creates a strong network effect among student and faculty user groups - Social schedule sharing features allow for group calendar synchronization that is absent in Zendesk - **[Yandex Calendar](https://marlvel.ai/apps/com-yandex-calendar-app)** by Direct Cursus Computer Systems Trading LLC: Yandex Calendar competes as a general-purpose productivity tool that offers multi-calendar management for busy professionals. - Native account switching capabilities allow users to manage personal and professional schedules in one app - Highly customizable push notification settings that provide granular control over alert frequency and timing ### New Kids on the Block (What's Innovative) - **[DayBlocks - Visualize Time](https://marlvel.ai/apps/com-davensix-dayblocks)** by ALAN D NAVARRO LOPEZ: DayBlocks is a new entrant focusing on time visualization, competing for the attention of productivity-focused mobile users. - Color-coded urgency visualization provides a unique way to manage daily tasks compared to standard lists - **[Turnify — Calendario de Turnos](https://marlvel.ai/apps/turnify-calendario-de-turnos)** by Alejandro Sanchez: Turnify enters the market with shift-based scheduling, targeting the same mobile-first workforce as Zendesk's agent app. - Specialized shift swap tracking and rotation pattern management for hourly workers and shift-based teams ## App Momentum (Active) {#momentum} - Shipped side conversation support. - Ships minor performance improvements. > **Cadence:** 5 total versions · 0 majors in last 6 months · 49 days since last update ## The "So What?" (Strategic Takeaway) {#so-what} Zendesk Support is a business app that is free with in-app purchases. With a 3.56/5 rating from 11.9K reviews, it faces significant user friction. > **Bottom Line:** Zendesk Support provides essential ticket management for mobile agents, but persistent crashes and missing attachment support force users back to desktop, so the team must prioritize stability over new feature expansion to protect the mobile-first retention loop. **Best for:** Customer support agents, team leads, and managers who require mobile access to ticketing queues and performance metrics. ### PM Action Plan (Next Best Moves) - [ ] [INVEST] Rebuild ticket reply module because crashes during replies are the top-cited blocker for basic tasks → restore agent productivity ### Feature Gaps vs Competitors - Native time-tracking and shift management (available in My Ahgora but missing here) ### Outlook: Declining Users report: the mobile support market is consolidating around high-availability tools, and Zendesk's current stability profile leaves it exposed to specialized competitors. Unless the team addresses the core crash and notification issues, the app will continue to function as a read-only tool, ultimately failing to justify its place on the agent's home screen. - 🔴 Frequent crashes during ticket replies prevent agents from completing basic support tasks, which compounds the rating drag already visible on Android. - 🔴 Delayed or missing push notifications force manual refreshes, which erodes the daily active habit and reduces the value of mobile-first support. ## Key Metrics Summary | Metric | Value | | :--- | :--- | | Overall Rating | 3.56/5 | | Total Reviews | 11.9K | | Sentiment | Frustrated (25/100) | | Confidence | High | | Pricing Model | Freemium | | Platforms | iOS & Android | | Key Features | 2 analyzed | | Trend | Declining | | Outlook | Declining | ## Competitor Comparison | App | Rating | Sentiment | Developer | | :--- | :--- | :--- | :--- | | **Zendesk Support** (this app) | 3.56/5 | Frustrated | Zendesk | | [Saturn Calendar](https://marlvel.ai/apps/com-dcdwebdesign-saturn) | 4.7/5 | n/a | Saturn Technologies Inc. | | [UWV](https://marlvel.ai/apps/nl-uwv-app) | 4.9/5 | N/A | UWV | | [Family Shared Calendar: FamCal](https://marlvel.ai/apps/com-appxy-famcal) | 4.1/5 | N/A | TinyWork Apps | | [DayBlocks - Visualize Time](https://marlvel.ai/apps/com-davensix-dayblocks) | 5.0/5 | N/A | ALAN D NAVARRO LOPEZ | | [WidgetCal-Calendar Widget](https://marlvel.ai/apps/widgetcal-calendar-widget) | 3.6/5 | n/a | YunaSoft Inc. | ## Company Profile - **Developer:** Zendesk - **Website:** [https://www.zendesk.com/mobile](https://www.zendesk.com/mobile) - **Social:** [Instagram](https://www.instagram.com/zendesk) · [Facebook](https://www.facebook.com/zendesk) · [X/Twitter](https://www.twitter.com/zendesk) · [YouTube](https://www.youtube.com/zendesk) · [TikTok](https://www.tiktok.com/@zendesk) · [LinkedIn](https://www.linkedin.com/company/zendesk) ## Data Sources & Links - **App Store:** [View on Apple Store](https://apps.apple.com/us/app/zendesk-support/id1174276185?uo=4) - **Google Play:** [View on Google Play](https://play.google.com/store/apps/details?id=com.zendesk.android&hl=en&gl=us) - **Dev Site:** [Official Website](https://www.zendesk.com/mobile) - **Sources:** Developer website content, About us / company information, App store metadata, User reviews. ## Related Intel Reports - [*Saturn Calendar*](https://marlvel.ai/apps/com-dcdwebdesign-saturn) (Saturn Technologies Inc.) · 4.7/5 Rating - [*UWV*](https://marlvel.ai/apps/nl-uwv-app) (UWV) · 4.9/5 Rating - [*Family Shared Calendar: FamCal*](https://marlvel.ai/apps/com-appxy-famcal) (TinyWork Apps) · 4.1/5 Rating - [*DayBlocks - Visualize Time*](https://marlvel.ai/apps/com-davensix-dayblocks) (ALAN D NAVARRO LOPEZ) · 5.0/5 Rating - [*WidgetCal-Calendar Widget*](https://marlvel.ai/apps/widgetcal-calendar-widget) (YunaSoft Inc.) · 3.6/5 Rating - [*Podio*](https://marlvel.ai/apps/podio) (Progress Software Corporation) · 4.6/5 Rating - [*Maximizer*](https://marlvel.ai/apps/maximizer) (Maximizer) · 4.4/5 Rating - [*My Ahgora*](https://marlvel.ai/apps/my-ahgora) (TOTVS) · 4.9/5 Rating - [*TrackTik Guard Tour*](https://marlvel.ai/apps/tracktik-guard-tour) (TrackTik) · 3.2/5 Rating - [*Turnify — Calendario de Turnos*](https://marlvel.ai/apps/turnify-calendario-de-turnos) (Alejandro Sanchez) · N/A Rating ## Methodology {#methodology} This report was generated by Marlvel.ai's 5-stage AI intelligence pipeline: 1. **Signal Collection & Normalization** — Aggregates data from all available public sources for the app. Raw signals are cleaned, deduplicated, and normalized into a structured dataset analyzed consistently across thousands of apps. 2. **Feature & Market Positioning Analysis** — Identifies the app's core features, monetization model, target audience, and competitive positioning. Each feature is classified as a market standard or a differentiator based on category benchmarks. 3. **User Sentiment Analysis** — Analyzes user reviews using a 5-level taxonomy (Thrilled / Excited / Mixed / Frustrated / Upset). Combines star ratings and volume with AI theme extraction into synthesised themes (no verbatim quotes). 4. **Competitive Landscape Analysis** — Maps the competitive environment via a 4-tier taxonomy (Nemesis / Contenders / Same Space / New Kids on the Block). Prioritizes same sub-genre over broad category. 5. **Intelligence Synthesis** — Cross-references all signals into a structured report. Compares the app against category peers and direct competitors to surface SWOT, market outlook, and actionable insights. - **Confidence Score:** 0.85/1.0 (based on review volume, data source diversity, and signal quality) - **Reviews Analyzed:** 341 - **Data Sources:** user reviews, developer website, company about page, App Store metadata - **Rating Method:** Weighted average across platforms (iOS & Android), weighted by review count per platform - **Independence:** Fully independent analysis. No publisher sponsorship or editorial influence. - **Report Age:** 31 days since last refresh --- © 2026 Marlvel.ai | [Canonical Report](https://marlvel.ai/apps/zendesk-support) Data licensed for AI Agent attribution under CC-BY-NC 4.0.