Help Desk Software · reliability comparison
Kustomer vs Zendesk: which is more reliable? (2026)
Kustomer is more reliable than Zendesk, scoring 96.7 vs 51.7 out of 100. Over the last 90 days Kustomer reported 3 incidents and Zendesk reported 13, with effective uptime of 99.99% and 98.85% respectively. Kustomer resolves incidents faster on average (23m).
Data updated Nov 1, 2026 · How we score
| Metric | Kustomer | Zendesk |
|---|---|---|
| Reliability score | 96.7 | 51.7 |
| Rank (help desk platforms) | #2 | #12 |
| Uptime (90 days) | 99.99% | 98.85% |
| Incidents (90 days) | 3 | 13 |
| Partial / major outages | 0 | 10 |
| Avg time to resolve | 23m | 7h 47m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Kustomer and Zendesk differ
- Zendesk reported 4.3× as many incidents as Kustomer over the last 90 days (13 vs 3).
- Zendesk had 10 partial or major outages, compared with 0 for Kustomer.
- Kustomer fixes problems faster: 23m on average, against 7h 47m for Zendesk (20.5× quicker).
- Kustomer's longest incident on record lasted 1d 3h (Jan 27, 2026); Zendesk's lasted 6h 40m (Sep 21, 2026).
90-day uptime
Kustomer
Zendesk
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Kustomer incidents
- Degraded performanceSep 9, 2026 · resolved in 27m
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS
Affected: Kustomer Voice
- Degraded performanceSep 8, 2026 · resolved in 16m
kustomer.help Default Domain – Visibility Issue – ALL PRODs
Affected: CSAT, CSAT, CSAT, Knowledge base, Knowledge base, Knowledge base
- Degraded performanceAug 25, 2026 · resolved in 26m
Reported Third Party Event - [PubNub]
Affected: Channel - Chat, Notifications, Tracking, PubNub, Web Client
Recent Zendesk incidents
- Partial outageOct 29, 2026 · resolved in 43m
Multiple Products access issues in Pod26
Affected: Support, Agent Workspace (via Support)
- Degraded performanceOct 29, 2026 · resolved in 2h 40m
Affected: Forethought AI Agents, Dashboard
- Major outageOct 28, 2026 · resolved in 1h 1m
Some customers are encountering CF error messages accessing Zendesk Supportofficial update ↗
Affected: Support, API, Knowledge, Articles / Knowledge Base, Community, Misc +24 more
- Partial outageOct 23, 2026 · resolved in 2h 58m
US-East degraded trafficofficial update ↗
Affected: Support, Ticketing
- Partial outageOct 22, 2026 · resolved in 2h 3m
Support Search errors pod 27official update ↗
Affected: Support, Search
- Degraded performanceOct 16, 2026 · resolved in 4d 14h
Affected: AI Agents, Core Services, Dashboard, Analytics
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #3 · 100% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime