Report updated May 17, 2026
Zendesk Support
For customer service agents, team leads, and managers requiring mobile access to ticketing systems.
Zendesk Support is a challenged business app that is free with in-app purchases. With a 3.6/5 rating from 11.9K reviews, it faces significant user friction. Users particularly appreciate mobile accessibility allows team members to manage support tickets while away from their primary workstations, though frequent application crashes and unresponsiveness force users to repeatedly restart the software to perform basic tasks remains a common concern.
What is Zendesk Support?
Zendesk Support is a mobile ticketing and productivity tool for customer service agents and managers on iOS and Android.
Users hire the app to maintain ticket resolution workflows and team visibility while away from primary workstations, ensuring service continuity for enterprise accounts.
Current Momentum
v2.53 · 1mo ago
Active- Added side conversations to Android
- Ships side conversation button in tickets
Active Nemesis
Freshdesk
By FRESHWORKS TECHNOLOGIES PRIVATE
Other Rivals
7-Day Rank Pulse 🇺🇸
BusinessNo ranking data
Rating Pulse 🇺🇸
Recent User Mood
What makes this app unique?
What Does It Look Like?
What Are The Key Features?
Create, update, and track support tickets including assignee, CC, followers, and custom fields on mobile
Push alerts for critical customer updates with configurable group, day, and time settings
Snapshot of ticket views and team workload metrics available on iPad
How much does it cost?
- Free account
- Paid enterprise and business tiers via website
Mobile app functions as a utility for existing B2B subscribers to maintain service continuity.
Who Built It?
Zendesk
Empowering support and sales teams to manage customer interactions and CRM pipelines from mobile devices.
Portfolio
3
Apps
What other apps does Zendesk make?
Explore the full Zendesk report
Portfolio breakdown, audience, momentum, and every app published by Zendesk.
What do users think recently?
High confidence · 49 reviews analyzed
How did the latest release land?
What is the recent mood?
Recent user voice shows a frustrated sentiment. Users appreciate mobile accessibility allows team members to manage support tickets while away from their primary workstations, but report frequent application crashes and unresponsiveness force users to repeatedly restart the software to perform basic tasks.
Limited review volume (49 reviews). Sentiment analysis will deepen as more data lands.
View the full user-sentiment analysis
Mood gauge, ratings & review-volume history, every praise / complaint / request, and sentiment over time.
What is the competitive landscape for Zendesk Support?
How's The Business Market?
How does it evolve in the Business market?
Zendesk Support maintains a 4.5-star rating on iOS with over 4,000 reviews, but the 3.0-star rating on Android across 7,700 reviews indicates a significant platform-specific performance gap. The high volume of Android complaints suggests the mobile-companion strategy is failing to meet the reliability expectations of the larger Android user base.
Rank progression
1 active ranking tracked — 30-day window
The rivals identified
Nemeses(1)
UWV competes for the same professional user base by managing high-stakes communication, appointments, and status updates that mirror Zendesk's core ticket-management workflow.
Contenders(4)
Glue Up competes by providing mobile management tools for team administration and analytics, targeting the same operational efficiency use case.
This app competes for the mobile-first workforce, providing real-time visibility and reporting tools similar to Zendesk's agent-facing mobile app.
It targets the same merchant and business-owner demographic, focusing on customer interaction and store management tasks.
This app competes by offering business-to-customer communication tools that overlap with Zendesk's messaging and support capabilities.
Same space(3)
A direct productivity competitor that offers multi-calendar management and push notifications, mirroring the scheduling needs of support agents.
Competes for the user's time and attention by providing localized productivity tools that assist in managing professional and personal schedules.
Targets the same mobile-first productivity user who relies on quick-glance information and calendar integration.
Compare Zendesk Support against every rival
All rivals in one side-by-side table — identity, store metrics, ratings & sentiment, and strategic intel — plus a head-to-head page for each.
The outtake for Zendesk Support
Strengths to defend, gaps to attack
Core Strengths
- Enterprise-grade security and compliance framework
- Deep integration with the broader Zendesk suite
Critical Frictions
- Frequent application crashes and unresponsiveness
- Navigation regressions in the latest update
Growth Levers
- Expansion of mobile-first feature parity
- Integration of incoming call support
Market Threats
- Rapid release cycles from Freshdesk
- Migration of support workflows into Slack
What are the next best moves?
Rebuild core navigation flow because current interface regressions force users to restart the app → restore daily active habit
Navigation regressions are the #2 complaint theme in recent reviews.
Trade-off: Pause the development of new tablet-specific dashboard features — stability is the primary churn risk.
A counter-intuitive read
The mobile app's current instability is a strategic advantage for competitors like Freshdesk, as Zendesk's reliance on its enterprise moat ignores the churn risk posed by mobile-first agent workflows.
Feature Gaps vs Competitors
- Real-time omnichannel integration (available in Freshdesk but absent here)
Key Takeaways
Zendesk Support maintains its enterprise lead through deep suite integration, but the current mobile stability issues threaten to drive users to web-only workflows, so the team must prioritize core navigation reliability over new feature expansion.
Where Is It Heading?
Declining
The mobile helpdesk market is consolidating around high-velocity release cycles that prioritize agent productivity. Zendesk's maintenance-mode posture on mobile leaves it exposed to agile rivals, so the team must accelerate mobile-specific parity to prevent further churn to web-based alternatives.
UI regressions in the latest update erode the daily active habit, which compounds the rating drag already visible on Android.