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Zendesk Review

Zendesk
Our score: 9.8 User satisfaction: 98%

What is Zendesk?

Zendesk is a suite of support apps that helps transform your customer service into agents for customer retention and lead source. It has one of the most flexible plan structures, making it ideal for business of any size. It consists of a help desk, customer support, chat, call center solution and knowledge base modules that you can upgrade separately.

Its customer support plans include the basic versions of chat, call, center and knowledge base, so you get all sides covered right off the bat. This setup affords a startup or small business to implement at once an industry-class help desk. They can easily upgrade to more advanced tools like CSAT surveys, web SDK, IVR phone trees and answer bot as their business requirements get complex.

At the core of a high-quality customer support program is a top-tier help desk. A  great help desk solution allows agents to monitor, prioritize, and help bring resolution to customer support tickets. However, Zendesk is not your typical help desk application—it is a unified customer engagement and customer service solution that provides multi-channel support. This allows businesses to have support agents accompany all clients at every stage of their customer journey across all channels, in a single location.

Zendesk Help Desk is created to simplify customer support through its intuitive and time-saving features such as task automation and notifications. It is smart and user-friendly since its design is based on the needs and experiences of support agents and clients. With the proper tools and intuitive design at your disposal, you can easily create meaningful customer experience with every contact.

Zendesk Support puts all customer interactions in one dynamic interface for an efficient, seamless process. You can bring in customer queries from almost any channel via pre-defined ticket responses, web widgets, and customer search history, allowing you to respond faster and with the right context. The main module can also be customized to fit your customer service workflows or apps that you’re already using. It also features customer satisfaction ratings and analytics via performance reports and dashboards.

The software also lets you develop institutional knowledge culled by your customer service over the years. The Guide module helps you build a help center, online community and customer portal. You can direct FAQs and low-touch tickets to this portal, while your agents deal with high-value customers and sales leads. An AI Answered Bot can also direct queries to relevant articles in your base, squeezing out more ROI off your content marketing budget.

Zendesk also gives you the option to set up a call center with online, mobile and messaging channels. This is ideal for highly engaged customers or prospects; your agents can quickly connect to them via an automated trigger. Through the integrated live chat, your agents can also proactively engage customers on your website or e-commerce page. You can also use analytics here to make sense of the conversations collected by your call center.

As for the Zendesk Live Chat, it is one of the simplest but best ways to engage high-value leads when they land on your website. Studies have shown that customers are three times more likely to buy when they get chat support right when they need it. The chat comes free but can be scaled for unlimited chats, conversation tracking, widget unbranding, and other advanced IM tools.

Its latest app to date, Zendesk Message levels up your chat support by engaging customers in their favorite messaging apps. Instead of waiting on your website for prospects to ask questions, this tool allows you to follow them wherever in social media they are mentioning you. The messaging tool integrates with Facebook and Twitter and is available through the Chat module.

Overall, Zendesk is a comprehensive and focused help desk suite with all the essentials your support needs that you can scale according to your growth pace: ticketing system, knowledge base, community forums, live chat, and call center. An IT Help Desk edition is also available.

Overview of Zendesk Benefits

The Essentials of a Robust Helpdesk

The software has all the key features you need in a powerful help desk solution. It’s got a ticketing system, knowledge base, community forums, call center, live chat, and messaging tool. You can build an efficient and powerful customer service process around this structure, if not at once, one module at a time. For IT assets, Zendesk offers an ITIL-ready IT Help Desk edition. Likewise, it integrates with important business solutions like CRM, salesforce automation and over 600 apps in its marketplace.

Drives Collaboration for Better Help 

The Zendesk Help Desk platform enables your support team to work closely together and share key customer details via an internal comment tool to privately communicate with each other on problems they encounter. The platform also allows every member of the team to easily view, in real time, on who’s handling a ticket for a given time. By seamlessly integrating your help desk with a customizable customer, online community. knowledge base, and help center portal, you empower your agents to gain higher productivity and quicker issue resolution as well as allow your customers to receive better self-service.

Engage high-value prospects

Proactive live chat with automated trigger lets you engage prospects who are lingering on your website or checkout page and offer assistance. You have a small window to convert these prospects while they’re interested in your product, and the live chat connects you to them in real time.

Moreover, studies have shown that customers are three times more likely to purchase when given chat support in real time — right when they need assistance. Prospects who linger on your product page or checkout page may be confused or having second thoughts; the live chat links you up to these near-to-convert leads at the right moment and lets your support agents, or maybe sales, do the finishing touch.

More than just ticketing

Zendesk is more than just a help desk. It crosses over to CRM because it allows you to organize processes, workflows, and tracking of customer engagement.

On its own, the software can turn your huge volumes of support data into a treasure trove of leads, opportunities and market insights. Zendesk helps you consolidate these data and leverage them to build or nurture long-term relationships with your customers.

To fully leverage CRM, Zendesk integrates with popular solutions such as HubSpot and Zoho CRM.  This means the data you collect in Zendesk can be consolidated for further use to develop marketing campaigns and funnel potential new leads into your sales pipeline.

Scale your customer service

Zendesk is a comprehensive suite of support apps that you can scale as your business needs grow. You can treat it as an end-to-end solution, structuring around it a help desk, live chat, knowledge base, call center, and community portal. Or you can start with the main support module and build your support architecture along your budget line.

The main support module comes with the Lite version of chat, call center, and knowledge base. You can say you’re getting these add-ons for free so your help desk doesn’t start bare, rather, it rolls out built with industry-class tools. The whole pricing setup of Zendesk lends to your support reliability and scalability, and to your cash flow flexibility.

Go where prospects are

The Zendesk live chat on your website is great at answering queries in real time. But it sits there waiting for prospects to come to you. To complement this setup, the vendor rolls out a messaging tool that allows you to reach out to customers and prospects in their favorite messaging apps. It lets you follow leads wherein social media they are talking about you.

Messaging apps are becoming the primary driver for customer service, too, and this tool ensures you got this area covered. Where a complaint or negative comment is lodged on a social media site you can quickly address it before it escalates.

Maximize your content

Zendesk features an AI-powered bot that you can use in the Guide module. The bot surfaces relevant content in your base as customers type their query. If you have an archive of practical guides and articles sitting unused in your website, they can now add value to your customer service via this bot. That means you’re getting more ROI from your content budget.

Self-service

Zendesk allows you to build a self-service customer portal using its knowledge base and community features. Combined with the AI-powered bot that can direct FAQs and low-touch tickets to the portal, the self-service feature takes repetitive work off your agent’s shoulders, so they can focus on high-value tickets and promising leads. It levels up efficiency in your customer service workflow.

Overview of Zendesk Features

  • Help desk automation
  • Agent collaboration
  • SLA management
  • Mobile apps
  • Ticket fields and request forms
  • Real-time updates
  • Macros
  • Customer views
  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi-locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Zendesk Position In Our Categories

Knowing that businesses have particular business needs, it is only reasonable that they steer clear of choosing an all-encompassing, “perfect” software. Just the same, it would be almost impossible to come across such application even among popular software solutions.
The reasonable step to undertake is to note down the different essential functions that demand deliberation including major features, pricing, technical skill ability of staff, organizational size, etc. Next, you should do your product research through and through. Browse through some of these Zendesk evaluations and look over the other software products in your shortlist more closely. Such comprehensive research ascertain you steer clear of unsuitable apps and buy the system that meets all the aspects you require business requires.

Position of Zendesk in our main categories:

TOP 1

Zendesk is top 1 Help Desk Software product

Zendesk is also listed in the following subcategories:

Enterprises have diverse needs and requirements and no software solution can be perfect in such a situation. It is useless to try to find an ideal off-the-shelf software product that meets all your business wants. The wise thing to do would be to customize the application for your special wants, worker skill levels, budget, and other elements. For these reasons, do not hasten and pay for well-publicized trendy solutions. Though these may be widely used, they may not be the best fit for your particular wants. Do your homework, investigate each short-listed application in detail, read a few Zendesk Help Desk Software reviews, call the vendor for clarifications, and finally select the product that presents what you require.

How Much Does Zendesk Cost?

Zendesk Pricing Plans:

Free Trial

Zendesk Support Essential

$9/agent per month

Zendesk Support Team

$25/agent per month

Zendesk Support Professional

$59/agent per month

Zendesk Support Enterprise

$125/agent per month

Zendesk Support Elite

$199/agent per month

Zendesk Chat Lite

Free

Zendesk Chat Team

$19/agent per month

Zendesk Chat Professional

$35/agent per month

Zendesk Chat Enterprise

$70/agent per month

Zendesk Talk Lite

Pay for usage only

Zendesk Talk Team

$25/agent per month

Zendesk Talk Professional

$59/agent per month

Zendesk Talk Enterprise

$110/agent per month

Zendesk Talk Partner Edition

$14/agent per month

Zendesk Guide Lite

Free

Zendesk Guide Professional

$19/agent per month

Zendesk Guide Enterprise

$34/agent per month

Zendesk Guide Answer Bot

$50 per month

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

User Satisfaction

Positive Social Media Mentions 127
Negative Social Media Mentions 2

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Zendesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Zendesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Android
  • iPhone/iPad
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English
  • Dutch
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Free
  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are Zendesk pricing details?

Zendesk Pricing Plans:

Free Trial

Zendesk Support Essential

$9/agent per month

Zendesk Support Team

$25/agent per month

Zendesk Support Professional

$59/agent per month

Zendesk Support Enterprise

$125/agent per month

Zendesk Support Elite

$199/agent per month

Zendesk Chat Lite

Free

Zendesk Chat Team

$19/agent per month

Zendesk Chat Professional

$35/agent per month

Zendesk Chat Enterprise

$70/agent per month

Zendesk Talk Lite

Pay for usage only

Zendesk Talk Team

$25/agent per month

Zendesk Talk Professional

$59/agent per month

Zendesk Talk Enterprise

$110/agent per month

Zendesk Talk Partner Edition

$14/agent per month

Zendesk Guide Lite

Free

Zendesk Guide Professional

$19/agent per month

Zendesk Guide Enterprise

$34/agent per month

Zendesk Guide Answer Bot

$50 per month

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

What integrations are available for Zendesk?

Zendesk integrates with several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM
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